: Requesting Escalation – Repeatedly Denied Appeal Despite Full Compliance and Supporting Documentation
We are requesting support from a Community Manager to escalate an unresolved issue. After multiple interactions with Account Health Support and the Seller Performance Team, we are still unable to get proper resolution or consistent guidance for an appeal related to a product we manufacture.
We are a food-grade facility that manufactures all products in-house under our own USDA Certified Organic and food-grade SOPs. We do not rely on third-party vendors or resellers. As such, when Account Health requested invoices for raw materials, we explain that we cannot provide invoices for agricultural inputs grown ourselves. However, we did provide production logs, shipping records, and food-grade licensing documentation, CofAs & lab results, as well as screenshots from Voice of the Customer and historical shipment data. These materials have successfully supported past appeals.
Summary of Steps Taken:
1. Reviewed VOC and tracked the issue to a single FBA order - Only one return in the past 90 days made it easy to find.
2. Confirmed with HAQM via Bin Check (Case ID: 17723993111):
- All inventory is well within best-by date (2026 and 2027).
- No expired product present.
- Units are clearly labeled with Best By dates.
3. Conducted internal review of all FBA and DTC shipments for the past 12 months, provided in appeal in PDF format:
- All products shipped had 12+ months of shelf life at time of purchase.
Updated product labeling:
- Now includes Best By Date and Date of Manufacture (DOM) clearly printed per our SOP. Photos provided. Suggestion from Account Health to include DOM & BEST BY.
4. Submitted three separate appeals, all denied despite following Account Health recommendations for appeal selection and providing documentation.
Relevant Case IDs:
17750022281
17751558031
17736876641
17749852101
Bin Check Case ID:
17723993111
We are repeatedly told by Account Health that “bin checks are no longer acceptable” despite the fact that we are not using the bin check as the basis of our appeal, but rather as supporting documentation alongside our production and compliance records. The continued denial of appeals without clarification is preventing us from properly defending our account standing.
Request:
We respectfully request that this case be escalated to a Community Manager or category-level escalation contact who can assist us in resolving this issue. We have followed all protocol, submitted every document requested, and still face roadblocks due to lack of internal coordination or case-level context.
This situation impacts not only our listing, but also the integrity of HAQM’s marketplace as it relates to small-scale, certified food producers.
Thank you for your time and support.
: Requesting Escalation – Repeatedly Denied Appeal Despite Full Compliance and Supporting Documentation
We are requesting support from a Community Manager to escalate an unresolved issue. After multiple interactions with Account Health Support and the Seller Performance Team, we are still unable to get proper resolution or consistent guidance for an appeal related to a product we manufacture.
We are a food-grade facility that manufactures all products in-house under our own USDA Certified Organic and food-grade SOPs. We do not rely on third-party vendors or resellers. As such, when Account Health requested invoices for raw materials, we explain that we cannot provide invoices for agricultural inputs grown ourselves. However, we did provide production logs, shipping records, and food-grade licensing documentation, CofAs & lab results, as well as screenshots from Voice of the Customer and historical shipment data. These materials have successfully supported past appeals.
Summary of Steps Taken:
1. Reviewed VOC and tracked the issue to a single FBA order - Only one return in the past 90 days made it easy to find.
2. Confirmed with HAQM via Bin Check (Case ID: 17723993111):
- All inventory is well within best-by date (2026 and 2027).
- No expired product present.
- Units are clearly labeled with Best By dates.
3. Conducted internal review of all FBA and DTC shipments for the past 12 months, provided in appeal in PDF format:
- All products shipped had 12+ months of shelf life at time of purchase.
Updated product labeling:
- Now includes Best By Date and Date of Manufacture (DOM) clearly printed per our SOP. Photos provided. Suggestion from Account Health to include DOM & BEST BY.
4. Submitted three separate appeals, all denied despite following Account Health recommendations for appeal selection and providing documentation.
Relevant Case IDs:
17750022281
17751558031
17736876641
17749852101
Bin Check Case ID:
17723993111
We are repeatedly told by Account Health that “bin checks are no longer acceptable” despite the fact that we are not using the bin check as the basis of our appeal, but rather as supporting documentation alongside our production and compliance records. The continued denial of appeals without clarification is preventing us from properly defending our account standing.
Request:
We respectfully request that this case be escalated to a Community Manager or category-level escalation contact who can assist us in resolving this issue. We have followed all protocol, submitted every document requested, and still face roadblocks due to lack of internal coordination or case-level context.
This situation impacts not only our listing, but also the integrity of HAQM’s marketplace as it relates to small-scale, certified food producers.
Thank you for your time and support.
4 replies
Seller_RW2hhNpmNDVQL
hey @Glenn_HAQM,
Any chance we can get a bit more insight here? We’d love some clarification on what production records or supporting details would best help with this appeal.
We’ve already:
- Isolated the order related to the complaint (only one return/refund for this ASIN across both FBA and FBM).
- Cross-referenced reports to confirm that the unit in question was fulfilled by FBA from inventory we supplied, with a Best By date more than 6 months out from the date of delivery.
- Provided production records and CofAs for the lots sent in for FBA fulfillment.
- Matched Shipment IDs to our internal production logs.
- Included screenshots of Voice of the Customer and a summary of findings.
- Implemented updated product labeling to include both Best By Date and Date of Manufacture—already in use on the ASIN in question.
Would really appreciate any insight on whether there’s something specific missing, or if there’s an issue with the documentation we’ve already submitted that’s being overlooked. Between the three appeals, we’ve shared a thorough set of records and findings that should give both sides a solid picture of what’s already been provided and what might still be needed. Thanks again for all your help.
Remy_HAQM
Hello @Seller_RW2hhNpmNDVQL,
Thank you for reaching out to the forums community for assistance on your appeal for a product you manufacture.
We have followed all protocol, submitted every document requested, and still face roadblocks due to lack of internal coordination or case-level context.
This situation impacts not only our listing, but also the integrity of HAQM’s marketplace as it relates to small-scale, certified food producers.
From what you've shared, I can see that you've been attempting to submit documentation several times and have been unsuccessful in resolving the situation. I understand that this can be difficult as you want to be able to continue to sell your product and are unclear on what more to provide.
Relevant Case IDs:
17750022281
17751558031
17736876641
17749852101
Bin Check Case ID:
17723993111
With the cases provided, I was able to communicate with the appropriate team to look over your information. I did see that you have provided relevant documents to prove your products are not expired. At this time, I have sent this over to the concerned team for an additional review.
If you observe any changes or receive any new messaging, please refer back to this thread for support. I will continue to monitor this thread and reach out if more information becomes available.
Thank you.
Remy