Repeated Delays in Listing Reinstatement Despite Confirmation
Dear Moderators,
I am writing to express my deep frustration with the lack of progress and clarity regarding my suspended listing for (ASIN: B0032FSDOA). For over two months, my listing has been deactivated, and for the past month, I have received the same response from Amazon multiple times:
"We have started the process of reinstating the product detail page, and it will be active within two business days."
The most recent response from Case ID: 16701135921
This has been promised 8-10 times across various cases, yet nothing has been done.
The issue revolves around Ketoconazole, which is present in my product at less than 1%, making it a cosmetic under FDA guidelines—not an over-the-counter (OTC) drug. Despite providing all the necessary documentation, including:
- The MOCRA number issued by the FDA: 53-909131-779493 (confirming it as a cosmetic product),
- A letter from our FDA-approved manufacturing facility, and
- Full ingredient documentation,
I am still met with the same repetitive responses and no actual resolution.
What makes this even more frustrating is the inconsistency. Other sellers are actively listing similar products containing Ketoconazole—clearly mentioning it in their titles and images—while my compliant listing remains unfairly suspended.
I need clear answers and immediate action:
- Why has my listing not been reinstated despite repeated confirmations that it would be?
- Why does Amazon provide conflicting information and fail to resolve this matter, even after all documentation has been submitted?
I have been patient long enough, but this has caused significant harm to my business. I expect this matter to be addressed immediately, and I am happy to provide additional documentation if required. However, I cannot continue to accept the repeated delays and lack of follow-through from Amazon.
Kind regards
@Danny_Amazon @Manny_Amazon @Rose_Amazon @Cooper_Amazon @Glenn_Amazon @Michelle_Amazon @CR_Amazon @Jameson_Amazon @Blake_Amazon @Jim_Amazon @Dougal_Amazon @Quincy_Amazon @Steve_Amazon@Joey_Amazon @priscilla_amazon@LeviDylan_Amazon @Sandy_Amazon
Repeated Delays in Listing Reinstatement Despite Confirmation
Dear Moderators,
I am writing to express my deep frustration with the lack of progress and clarity regarding my suspended listing for (ASIN: B0032FSDOA). For over two months, my listing has been deactivated, and for the past month, I have received the same response from Amazon multiple times:
"We have started the process of reinstating the product detail page, and it will be active within two business days."
The most recent response from Case ID: 16701135921
This has been promised 8-10 times across various cases, yet nothing has been done.
The issue revolves around Ketoconazole, which is present in my product at less than 1%, making it a cosmetic under FDA guidelines—not an over-the-counter (OTC) drug. Despite providing all the necessary documentation, including:
- The MOCRA number issued by the FDA: 53-909131-779493 (confirming it as a cosmetic product),
- A letter from our FDA-approved manufacturing facility, and
- Full ingredient documentation,
I am still met with the same repetitive responses and no actual resolution.
What makes this even more frustrating is the inconsistency. Other sellers are actively listing similar products containing Ketoconazole—clearly mentioning it in their titles and images—while my compliant listing remains unfairly suspended.
I need clear answers and immediate action:
- Why has my listing not been reinstated despite repeated confirmations that it would be?
- Why does Amazon provide conflicting information and fail to resolve this matter, even after all documentation has been submitted?
I have been patient long enough, but this has caused significant harm to my business. I expect this matter to be addressed immediately, and I am happy to provide additional documentation if required. However, I cannot continue to accept the repeated delays and lack of follow-through from Amazon.
Kind regards
@Danny_Amazon @Manny_Amazon @Rose_Amazon @Cooper_Amazon @Glenn_Amazon @Michelle_Amazon @CR_Amazon @Jameson_Amazon @Blake_Amazon @Jim_Amazon @Dougal_Amazon @Quincy_Amazon @Steve_Amazon@Joey_Amazon @priscilla_amazon@LeviDylan_Amazon @Sandy_Amazon
23 replies
Seller_FW5bUYayOLeeb
Please take a look
@Danny_Amazon @Manny_Amazon @Rose_Amazon @Cooper_Amazon @Glenn_Amazon @Michelle_Amazon @CR_Amazon @Jameson_Amazon @Blake_Amazon @Jim_Amazon @Dougal_Amazon @Quincy_Amazon @Steve_Amazon@Joey_Amazon @priscilla_amazon@LeviDylan_Amazon @Sandy_Amazon
Seller_FW5bUYayOLeeb
@Danny_Amazon @Manny_Amazon @Rose_Amazon @Cooper_Amazon @Glenn_Amazon @Michelle_Amazon @CR_Amazon @Jameson_Amazon @Blake_Amazon @Jim_Amazon @Dougal_Amazon @Quincy_Amazon @Steve_Amazon@Joey_Amazon @priscilla_amazon@LeviDylan_Amazon @Sandy_Amazon @Emet_Amazon @April_Amazon
Manny_Amazon
Hello @Seller_FW5bUYayOLeeb,
Thanks for posting to the Forums. I've gone ahead and contacted my partner team and requested their assistance with reviewing this issue. I'll follow up as soon as I hear back from the team.
Regards,
- Manny
Manny_Amazon
Hello @Seller_FW5bUYayOLeeb,
I've heard back from my partner team that has reviewed this request. The team said that as the product is a Human topical product that contains Ketoconazole, please update your product's detail page to include the concentration % of the Ketoconazole. Once this is done, let me know, and I'll review this further with the team.
Regards,
- Manny
Seller_FW5bUYayOLeeb
Hi, thank you for looking into it.
Please note the concentration of Ketoconazole has already been updated everywhere in the product detail page , in Title, Bullet, Description and Ingredients. So where else are we supposed to add it?
Please guide exactly
Thank You
Seller_FW5bUYayOLeeb
Hi @Manny_Amazon
Please also note that our product is approved by the FDA as a cosmetic and is provided with a MOCRA Number: 53-909131-779493 (also known as a Cosmetic Product Listing Number). However, Amazon keeps asking for an NDC, which we cannot have because our product is not classified as a drug.
This has happened multiple times, even though we have been selling this product for over a decade and have had to jump through hoops to get back up. We faced this same ketoconazole issue back in 2017, worked with Amazon's legal team, and were successfully reinstated.
Manny_Amazon
Hi @Seller_FW5bUYayOLeeb,
Thanks for those details. I am checking with the team and will get back to you once I have more info.
Regards,
- Manny
Manny_Amazon
Hi @Seller_FW5bUYayOLeeb,
Just following up to let you know the product has been reinstated. Please allow up to 24 hours for this to update.
I hope this helps.
Regards,
- Manny
Seller_FW5bUYayOLeeb
Hi @Manny_Amazon Thank you for your attention. Although its not reinstated yet. But I hope it gets in 24 hours. I will update you here
