Once we activate a campaign to resolve a supplement compliance issue, these questions usually follow: How much will it cost to fix? How long will it take? And what do you need from me to get started? The answers depend on the reasoning Amazon provides for the deactivation, what documents are available, and if the case is more straightforward (correction of an errant listing) or if an appeal is required.
Below are the answers to what you can expect with a supplement compliance case with UPLIXA, including pricing, timelines, required documents, and what happens if Amazon rejects an appeal.
1. What Does a Supplement Compliance Fix Cost?
The cost depends on the support required. UPLIXA offers three options:
A Free Listing Compliance Check
This option provides a compliance check for one listing, and comes with no cost or obligation.
- Within 48 hours, you receive a report containing:
- Listing phrases that may raise Amazon policy concerns.
- Suggested edits to each flagged phrase.
- The Amazon policy concerning the issue.
- Potential compliance concerns with product images.
- No access to Seller Central is required. After receiving the report, you can discuss the findings during a 15 minute call.
i. A One-Time Listing Compliance Fix
There is no set price for a one-time fix because each case is unique. The process involves submitting your listing for review, and then receiving a quote for a fixed price to address your case. The quote is presented for approval before any work is done.
For example, correcting a missing attribute may take far less work than preparing an appeal for a restricted supplement that requires additional documentation.
ii. Ongoing Account Health & Compliance Management
For sellers requiring extended support, UPLIXA offers the Account Health & Compliance Management service on a monthly basis. The service is quoted based on your requirements. Each new violation receives a response and action plan within 24 hours, and you can terminate the service on a month to month basis.
2. How Long Does a Supplement Compliance Fix Take?
What if Amazon requires cGMP verification?
If Amazon requires verification of your Good Manufacturing Practices (cGMP) through its designated testing process, then the time it takes UPLIXA to review the request would extend the timeline. UPLIXA cannot guarantee how long the review would take. It is recommended you review Amazon’s applicable instructions for the verification request to determine protections that may apply while the request is pending.
3. What Do You Need to Get Started?
The information and access required depends on whether you need a free check, one-time fix, or ongoing account support.
I. Amazon's Exact Violation Notice
To start, please provide a deactivation notice with Amazon’s reason code. Include all pertinent information from Account Health as well as any associated policy notifications. Provide appeals and Amazon’s rejection responses if you have previously submitted any. Previous decisions may help in determining what to include in the next submission.
II. Products and Compliance Documents
Please do not alter, digitally create or manipulate any document or photograph so as to make it appear to meet Amazon’s requirements. Follow Amazon’s instructions and be mindful that Amazon may reject a case because the provided documents are unacceptable or unverifiable.
For supplement cases, depending on the violation type, the following documents may be needed:
- Supplement Facts and Ingredient List: Clear and accurate information regarding the ingredient and quantity for a product.
- COA: Testing documentation relevant to the product.
- Safety Data Sheet: For a question relating to an ingredient.
- Current Third-Party cGMP: Manufacturer documentation pertaining to the case.
- Certificate of Insurance: If requested for the compliance case.
- Photographs of Product Label: Clear and accurate photographs of product label showing all sides.
III. Seller Central Access
You will not be required to grant account access for the free listing check. However, for the paid listing check, UPLIXA may need access to limited permissions to certain areas on your account such as Cases, Inventory, Account Health and Brand Management. Monthly management may require access to these areas as well, depending on the scope of the service. You would never have to provide your personal password. Use the user permission system on Seller Central and provide access only to the areas required for the service.
4. Can UPLIXA Guarantee Amazon Will Reinstate Your Listing?
No. No service provider can guarantee a listing reinstatement. Ultimately, Amazon makes the final decision on every case. There are several factors that contribute to the outcome of a case, including Amazon’s policy, the evidence provided, eligibility of the product, and Amazon’s review. Before you agree to a compliance service, find out what happens if Amazon decides to not reinstate your listing. There are several scenarios that may require additional work and fees, including, for example, further revisions or additional submissions.
5. What Mistakes Should Supplement Sellers Avoid?
Be careful of replacement wording. Phrases such as “supports metabolism” or “enhances joint flexibility” may not always be allowed for every supplement. Whether or not a claim is allowed depends on the product, the wording, and the evidence, as well as the requirements of Amazon’s category. Ensure you check the rules before you make any replacement claims.
Even if you hire a compliance specialist, some mistakes may increase the difficulty of a case.
- Sharing your password: Do not share your password. Use limited permissions on Seller Central instead.
- Previous Case History: Earlier appeals and denials can inform the next one.
- Risky Claims: Wordings that may seem to be absolutely harmless, can be considered as requirements under Amazon’s product-category or testing rules, and may lead to additional work for Amazon.
- Reinstatement Solves everything: Just because a listing has been reinstated doesn’t necessarily mean that all the problems associated with it have been resolved. Compliance issues are commonly ignored, and may need to be addressed in the future.
Final Thoughts
Not all listings with compliance issues require the same type of solution. While some listings may need only simple corrections, others may need supporting documents, detailed appeals, or ongoing account monitoring. A practical first step to any solution is identifying the type of violation, and understanding what evidence is available, and what work may be required. UPLIXA offers a free compliance check for one listing, a case-specific quote for additional work, and an estimated timeframe for completion, all before any work is performed. Amazon has the final say, therefore the goal is to accurately document and explain the issues to address Amazon’s concerns.
