Policy Violation
Hello!
Please help to solve a problem.
Today I got a message from Amazon about my old listing (Waffle Maker):
"Detail Pages with Removed Contributions:
ASIN: B0D35VGMMC
Attribute containing violating contribution: brand , item_name
Content identified as violating PDP Rules: Generic
We removed the violating content above from the listings. Repeat violations of the Product Detail Page policy on a listing may lead to product deactivation."
I sent an apeal, and asked for details, because I don't understand what kind of policy was violated. But I got a response (Standard canned, response wihtout details), and now, I got not only a Policy warning, now I got about 20 days to apeal, because my account will be deactivated:
"Thank you for submitting your appeal. We reviewed your appeal and determined that it is missing the following information.
Please include the missing information listed below in your appeal.
-- Greater detail on the root cause(s) of the violation.
-- Greater detail on the actions you have taken to resolve the identified issues."
Can anyone help me to understand what to do now, and what policy was violated by me?
Thanks a lot!
Policy Violation
Hello!
Please help to solve a problem.
Today I got a message from Amazon about my old listing (Waffle Maker):
"Detail Pages with Removed Contributions:
ASIN: B0D35VGMMC
Attribute containing violating contribution: brand , item_name
Content identified as violating PDP Rules: Generic
We removed the violating content above from the listings. Repeat violations of the Product Detail Page policy on a listing may lead to product deactivation."
I sent an apeal, and asked for details, because I don't understand what kind of policy was violated. But I got a response (Standard canned, response wihtout details), and now, I got not only a Policy warning, now I got about 20 days to apeal, because my account will be deactivated:
"Thank you for submitting your appeal. We reviewed your appeal and determined that it is missing the following information.
Please include the missing information listed below in your appeal.
-- Greater detail on the root cause(s) of the violation.
-- Greater detail on the actions you have taken to resolve the identified issues."
Can anyone help me to understand what to do now, and what policy was violated by me?
Thanks a lot!
19 Antworten
Seller_rI7BZIczK8iAC
Attribute containing violating contribution: brand , item_name
Content identified as violating PDP Rules: Generic
Is this a "Generic" listing you created? And your picture and description are talking about a branded product?
Seller_J46Ruz3VzvWCV
Please include the missing information listed below in your appeal.
-- Greater detail on the root cause(s) of the violation.
-- Greater detail on the actions you have taken to resolve the identified issues."
Can anyone help me to understand what to do now, and what policy was violated by me?
Now that you know the issue, you can't sell a Branded product as Generic:
- See if you can correct the PDP
- Write an appeal to address the violation
- Post if here for advice
Here's a rough outline to get you started.
-- Greater detail on the root cause(s) of the violation.
* What did you determine was your violation?
* How did you determine this?
* What was your knowledge and understanding level of the PDP guidelines?
* Who was responsible?
-- Greater detail on the actions you have taken to resolve the identified issues.
* Did you read any of Amazon’s policies? (i.e. - “Product detail page rules”, “Condition Guidelines”, “Selling policies and seller code of conduct")?
* Which areas provided insight into your violation(s)?
* What action(s) were taken on the offending ASIN(s)?
* What action(s) were taken on the rest of your inventory?
* What policies/processes have you instituted as a result of the violation? When and How?
* Who is responsible for maintaining compliance?
* What about possible buyer issues?
Atlas_Amazon
Hello @Seller_gxtkHBGpbYGRy
Thank you for the information provided regarding the recent warning you received regarding the product detail page on your listing. I know this can be confusing when there is not a lot of information available so I would like to further assist and provide guidance.
As mentioned in the thread, it would appear the issue would be due to the use of generic in the brand information while there are branded products in the pictures. The advice provided by @Seller_J46Ruz3VzvWCV will be the recommended for resolving this issue. You will want to review the details and ensure that all of the information is accurate before submitting the explanation as our team will reject it if they are unable to see corrections.
If you have any additional questions or updates you would like to share, please continue to refer to this thread for continued support.
Best,
Atlas
Seller_gxtkHBGpbYGRy
Dear @Atlas_Amazonand @Seller_J46Ruz3VzvWCV thank you very much for your reply! I sent a reply to Amazon, but my plan, seems is not ok, and I don't understand why? Please check my plan, and I want to thank you for your help!
-- Greater detail on the root cause(s) of the violation.
I have read the Product detail page rules and determined that I have violated the Product detail page rules
My level of knowledge and understanding of PDP principles was insufficient.
This is my mistake and I realize that I am responsible for it.
-- Greater detail on the actions you have taken to resolve the identified issues."
1) I have read the “Product detail page rules” and “Amazon Generic Product Policy”
2) I have fixed the error with the offending ASIN and now it shows the correct brand name
3) I have checked my inventory, all listings that do not comply with the policies have been closed
4) Once a month I will read the “Program Policies” to refresh my memory
5) Twice a week I wlll check my listings for compliance with the “Product detail page rules” and “Amazon Generic Product Policy”
6) I understand, that I am responsible for maintaining compliance
I got a reply from Amazon:
Thank you for submitting your appeal. We reviewed your appeal and determined that it is missing the following information.
Please include the missing information listed below in your appeal.
-- Greater detail on the root cause(s) of the pdp specific abuse .
-- Greater detail on the actions you have taken to resolve the identified issues.
-- Greater detail on why you believe an error has occurred.
Thanks a lot!
Best Wishes!
Seller_J46Ruz3VzvWCV
This is not a good appeal.
- Your Root Cause is just a copy of my comments without any explanation
- The rest is lacking and will have to be reformatted, which I've done some
Amazon went to their standard format in the response, so you'll have to use this.
-- Greater detail on the root cause(s) of the pdp specific abuse .
{Rewrite this entire section}
-- Greater detail on the actions you have taken to resolve the identified issues.
1) I have read the “Product detail page rules” and “Amazon Generic Product Policy”
2) I have fixed the error with the offending ASIN and now it shows the correct brand name
3) I have checked my inventory, all listings that do not comply with the policies have been closed (Closed is not adequate. Why were they also not fixed??)
-- Greater detail on why you believe an error has occurred.
4) Once a month I will read the “Program Policies” to refresh my memory
5) Twice a week I wlll check my listings for compliance with the “Product detail page rules” and “Amazon Generic Product Policy”
You did not give enough preventative actions or details. Several of my comments were ignored.
Rob - Oneida Books (NSFE), Oneida (OSFE)
Atlas_Amazon
Hello @Seller_gxtkHBGpbYGRy
Thank you for the added information regarding what you have submitted to our team. As mentioned by @Seller_J46Ruz3VzvWCV, you appeal will be lacking several key points. The root cause needs to include more information about what exactly you identified as the issue. The current information you have for the explanation is too generic for our team to consider valid as they need to be able to see that you understand what occurred.
By not providing specific information, they will not consider the submission to be sufficient in showing that you understand what occurred. We would recommend reviewing what you have and adding more details to provide a better understanding. Once you have done this, you will want to provide the new appeal to our team through the account health page.
They will review and provide a decision to you through the performance notifications. Once you have received the decision, we encourage you to refer back to this thread so we can provide support if needed.
Best,
Atlas
Seller_gxtkHBGpbYGRy
Thank you very much for answering my message. I will try to add more details to my plan. Thanks again!
Seller_gxtkHBGpbYGRy
Merry Christmas, @Seller_J46Ruz3VzvWCV@Atlas_AmazonAll the best to you and your Families! Thank you very much for supporting and helping me. I'm so sorry for my carelessness. I will add more details to this appeal and post here.
Thanks a lot!
Seller_gxtkHBGpbYGRy
Hello Dear @Seller_J46Ruz3VzvWCV
I want to thank you again for your help!
I just prepared a new appeal. Please check it.
Thanks a lot!
-- Greater detail on the root cause(s) of the pdp specific abuse.
Insufficient experience & level of knowledge of PDP principles.
I have read the "Product detail page rules" and determined that I have violated "Amazon Generic Product Policy", because I can't sell branded products like "Generic", unbranded
This is my mistake and I realize that I am responsible for it.
-- Greater detail on the actions you have taken to resolve the identified issues.
1) I have fixed the error with the offending ASIN and now it shows the correct brand name
2) I have checked my inventory. The whole listings that do not comply with the policies have been fixed:
a) I changed the brand name from "Generic" to the right brand names.
b) Other listings, where I could not change the brand name was deleted.
3) I have read the “Product detail page rules”, “Amazon Generic Product Policy” and "Amazon Generic Product Policy"
4) Once a month I will read the “Program Policies” to refresh my memory
5) Twice a week I will check my listings for compliance with the “Product detail page rules” and “Amazon Generic Product Policy”
6) Before I open the new listings, every time, I will check them to comply Amazon Policies. The Listing will be activated only after thorough inspection.
7) I understand my responsibility for buyers and Amazon. My products must comply to Amazon standards
-- Greater detail on why you believe an error has occurred
I really, did not knew that I can't use "Generic" for branded products.
I believe, that the main problem - lack of the knowledge of some Amazon Policies.
Once I found a section "Amazon Generic Product Policy" and read it, I found my mistake - I can't sell products with brand name like "Generic"
Yes, I read Amazon Policies before, and read them every month, but I see, that I lost this part of Amazon Policies- "Amazon Generic Policy" and as a result, I made the several mistakes. I am sorry about that and I will do my best to avoid any errors in the future.
Best Wishes!
Thanks a lot!
Seller_J46Ruz3VzvWCV
I just prepared a new appeal. Please check it.
Thanks a lot!
-- Greater detail on the root cause(s) of the pdp specific abuse.
Insufficient experience & level of knowledge of PDP principles.
I have read the "Product detail page rules" and determined that I have violated "Amazon Generic Product Policy", because I can't sell branded products like "Generic", unbranded
This is my mistake and I realize that I am responsible for it.
This starts off the same. You didn't take any of the advice given ...
Until you explain exactly how this happened in detail I can't really tell if the rest is OK or not.
Seller_gxtkHBGpbYGRy
Hello!
Dear @Atlas_Amazon @LeviDylan_Amazon @Quincy_Amazon @Micah_Amazon @Miguel_Amazon @Cooper_Amazon @Steve_Amazon @Mindy_Amazon @Troy_Amazon @Charles_Amazon @Yokie_Amazon Please help me, I did everything what I could! I have no idea what to do
I used the above suggestions, but I still did not solve the problem. I think, Amazon do not read my messages and just send a canned response.
Amazon replied to my message, and tell me, that I did not solved the problem with my inventory. But I already did!
Offending ASIN was deleted, I have no offending listings. I even deleted the listings, that are really unbranded, "Generic". My inventory is empty, I don't have any listings, how I can do more?
"Thank you for submitting your appeal. We reviewed your appeal and determined that the corrective action items you have listed have not been implemented. Please make sure all corrective actions have been completed to be in compliance with your appeal."
My last action plan what was sent to Amazon:
-- Greater detail on the root cause(s) of the PDP Content Abuse.
I accidentally made a listing ASIN: "B0D35VGMMC" with branded product as Generic, what violate Amazon Generic Product Policy. This Policy Restrict to use "Generic" for branded products.
I made an error because of ignorance of Amazon Generic Product Policy section and my knowledge level of the PDP rules guidelines was not enough. When I read Amazon PDP policies a lost a section about Amazon Generic Product Policy.I recognized that I violate this policy after discovering and reading Amazon Generic Product Policy.
I understand, that it is my error, and I am responsible for this. I am sorry, please be assured that this is not intentional.
-- Greater detail on the actions you have taken to resolve the identified issues.
1) I have deleted the offending ASIN "B0D35VGMMC".
2) I thoroughly checked my inventory and deleted the all listings that do not comply with the "Amazon PDP Rules", "Amazon Generic Product".
3) On Dec, 19, I carefully read and thoroughly studied “Product detail page rules”, than “Amazon Generic Product Policy” and "Amazon Brand Name policy".
From Jan, 1, I added the new rules in to my business process:
4) One day a week, I will audit my listings for compliance with "Amazon Generic Product Policy", "Amazon PDP Rules", Amazon Brand Name policy and the whole "Product and Listing Requirements".
5) Twice a month I will review "Product and Listing Requirements" and sub-sections including "Amazon PDP Rules", "Amazon Generic Product" to refresh my memory
6) Before I list any product, the listing will be checked to comply with "Product and Listing Requirements", "Amazon PDP Rules", "Amazon Generic Product", the correctness of filling the attributes, including brand name, listing name, and the whole attributes.
7) The all new listings will be checked by the 4b.ua lawyer (Amazon SPN) before publishing.
8) I will follow Amazon policies and understand my responsibility to the Buyers and Amazon.
I am sorry for the long read.
Thank you for your time!
Emet_Amazon
Hello @Seller_gxtkHBGpbYGRy,
Thank you for following up with your updated appeal.
All appeals are reviewed. You received a standard and approved follow up email with a response. These are still reviewed manually by a human but their responses are not personal. The information in the current appeal is vague and at times contradicts itself thus I will offer guidance on improvements.
-- Greater detail on the root cause(s) of the PDP Content Abuse.
I accidentally made a listing ASIN: "B0D35VGMMC" with branded product as Generic, what violate Amazon Generic Product Policy. This Policy Restrict to use "Generic" for branded products.
I made an error because of ignorance of Amazon Generic Product Policy section and my knowledge level of the PDP rules guidelines was not enough. When I read Amazon PDP policies a lost a section about Amazon Generic Product Policy.I recognized that I violate this policy after discovering and reading Amazon Generic Product Policy.
I understand, that it is my error, and I am responsible for this. I am sorry, please be assured that this is not intentional.
You listed in the root cause that this was both an "accident" and "lack of knowledge" these are very two different situations and scenarios. Not capitalizing a brand name but it still being the right spelling "may" be seen as an accident, but lack of knowledge is controllable. The true answer to your root cause is why there was a lack of knowledge. Why were you attempting listing creation without proper review of our policies, requirements, or authorization?
A root cause needs to be concise, and very detailed. This does not imply more words, but rather a higher quality of words used to describe your situation and express your full understanding of not only what happened with the ASIN in detail, but why it even occurred in the first place. I would additionally advise against any form of apology, these are ignored as they are irrelevant to the situation, they additionally take aware from a detailed appeal. Here are some suggestions for improvement on your root cause:
- Explain exactly what happened, ASIN, incorrect brand, what the correct brand should be, and exactly what happened and why. Was there a lack of training prior? If you've reviewed the policy page, can you see how or why this type of action is seen as a violation?
-- Greater detail on the actions you have taken to resolve the identified issues.
1) I have deleted the offending ASIN "B0D35VGMMC".
2) I thoroughly checked my inventory and deleted the all listings that do not comply with the "Amazon PDP Rules", "Amazon Generic Product".
When you deleted you ASIN and reviewed your inventory did you identify any specific issues that required additional ASIN removal or updates? If additional ASIN were removed, you will want to offer examples to showcase you efforts to maintain compliance and show you understood the root cause, allowing you to properly address the situation.
When you reviewed the policies, what did you learn or take away from them? You need to be specific, as anyone can say "I read that policy". We need to verify your understanding and application of corrective measures aimed at resolving the root cause.
From Jan, 1, I added the new rules in to my business process:
4) One day a week, I will audit my listings for compliance with "Amazon Generic Product Policy", "Amazon PDP Rules", Amazon Brand Name policy and the whole "Product and Listing Requirements".
5) Twice a month I will review "Product and Listing Requirements" and sub-sections including "Amazon PDP Rules", "Amazon Generic Product" to refresh my memory
6) Before I list any product, the listing will be checked to comply with "Product and Listing Requirements", "Amazon PDP Rules", "Amazon Generic Product", the correctness of filling the attributes, including brand name, listing name, and the whole attributes.
7) The all new listings will be checked by the 4b.ua lawyer (Amazon SPN) before publishing.
8) I will follow Amazon policies and understand my responsibility to the Buyers and Amazon.
These are more preventative steps, which is entirely missing from your appeal structure. Providing times or frequencies of actions can help our review teams verify their implementation to a situation. You said you would review the policies, what does that look like for you once a week, how many products do you have to review and is it feasible or scalable for you business? If an implemented policy seems too good to be true, it likely wont be accepted. You will additionally be held accountable for maintaining your set expectations.
You also mentioned reviewing policy pages prior to listing any product, you will need significantly more detail to explain your review process. Simply stating a review of the policy will not be sufficient. Additionally the use of a lawyer seems excessive and expensive based off the root cause thus may not be a valid implementation unless you can provide more specific details on what exactly this lawyer will be doing to review your listings against our policy and how they will achieve this. As a final note on this appeal, #8 should be expressed through your appeal with a valid understanding of the root cause, corrective actions that address the immediate issues surrounding the root cause, and finally the preventative measures should offer detailed reassurance on how you will maintain compliance moving forward. If you feel there is a need to make a statement like #8, please review you appeal and ensure you convey this statement in your appeal.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
