How to avoid Safety Concern Amazon suspension

Is Amazon Artificial Intelligence (AI) getting in the way of good customer service? That is the question being asked in some circles as we see a rise in product safety warnings and inauthentic complaints at the moment.

Amazon’s AI allows it to keep control of several troubleshooting issues on the site, but what it can also do is create “false positives”, which results in blanket, automated warnings, especially on certain products. In many cases these don’t actually apply to a specific product or situation, making it more difficult for the Seller to appeal and get an account or listing reinstated. In some, the lack of information makes it very difficult to correct the problem.

This is an area that Thompson and Holt specialises in, and contacting us can help to get your account or listing back online in the quickest way possible. But there are also ways to help you avoid this kind of Amazon suspension, which Thompson and Holt senior case handler Laura Monk explains.

Monk said: “Amazon places a great deal of emphasis on identifying listings that sell potentially-hazardous products. It is estimated that they have spent $700 million to protect their marketplace, with a large proportion of that going towards safety and compliance regulations.

“While that is obviously a very noble stance, what it has also led to is hypersensitive or erroneous flagging for Sellers that have done little or nothing wrong.

“Amazon has a Product Safety Warning Page that lists a huge amount of items that can have safety issues, from baby’s cots to car jump leads, emergency contraceptives to climbing ropes. This is what Amazon says about safety:

‘We expect and require selling partners to offer safe products. Amazon sellers are responsible for ensuring that your products are safe and in compliance with all applicable laws, regulations, standards, and practices. To ensure product safety, Amazon sellers must have all applicable safety and compliance documentation for the products that they list.’

“Amazon can review certification and test reports for your products at any given time, so keeping those up-to-date is an absolute given and an easy way to protect yourself. Most safety-related exclusions are the result of already-live products in which the safety guidelines of said product have changed, or were already breached and the seller simply hasn’t been caught yet. This is why it’s so important that you stay on top of the certifications.

“You can also carry out product testing and make sure that your item is fully maintained before selling. Don’t just rely on your manufacturers if it isn’t you that is making the products, take it into your own hands to ensure that it is safe. While it is near impossible to test all of your products, it is crucial to the success of your business that you inspect random samples from your supplier.

“You can also hire a third-party inspection team for quality control, adding a further layer of protection. Obviously there is a cost involve in this but in the current climate, it is worth considering if it ensures you avoid suspension and keeps your products fully safe.

“You need to make sure that your product complies with all local laws applicable to your product, which again is worth keeping fully up-to-date with. And ensure that the packaging you use all complies with everything that Amazon requires. You can find a list of ‘do’s and don’ts’ in Seller Central. “The final thing to consider is to keep a close eye on your Amazon Reviews, which can flag safety issues before Amazon itself in some situations. If language is used in any of those can can trigger Amazon’s AI, address any concerns immediately.

If you have found yourself suspended while selling on Amazon, contact Thompson and Holt for a free LiveChat to get your Seller business back online as quickly as possible.