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Seller_nt9X7GoCkqXGB
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Product Safety Violation Appeal Requirements
by Seller_nt9X7GoCkqXGB

Hello Sellers!

I want to stop by and talk about food and product safety violations and the available options to appeal them. We ask you to keep in mind that for certain types of violations, particularly those related to product safety, we require confirmation from the manufacturer that the product is safe for distribution before we can resolve the issue. This is to ensure the well-being of all customers and maintain our commitment to safety standards. We recommend that you retain all associated product safety and compliance documentation for your products, as they may be requested at any time during the review process.

There are a few types of product safety violation you can receive, so let’s go over the most common instances below:

• If you receive a violation titled ‘Product Safety Issue’, you will receive a performance notification with details regarding the safety concern and will have the option to submit dispute evidence that proves the item no longer poses a safety concern. This includes, relevant safety testing data and certification for the item. You may also be asked to complete a questionnaire and submit images of all 6 sides of the item (top, bottom, front, back, and both sides).

• Other types of safety violations can be titled: ‘Product Recall’ or ‘Market Withdrawal’. To address these types, you must remove all of your inventory for the affected item. Once you have identified all of the recalled units, we suggest working with the manufacturer on the next steps. From there, you must submit a ‘Letter of Compliance’ from the manufacturer, written on company letter head, about the affected ASIN and how the future inventory is compliant with all regulatory standards.

Regardless of the type of safety violation received, it is important to follow the guidance given in the notification you received and submit all of the requested documentation for review. If information is incomplete or unable to be verified in your appeal, the review team will be unable to reinstate the affected ASIN.

If left unaddressed the violation will remain on the account health page for 180 days and can contribute to account health impact. It is best to address any violations received, regardless if you intend to list the product in the future.

Here are a few resources you can view for more information about this policy:

- Product safety

- Product safety and compliance

- Intro to Safety and compliance

I hope this is helpful and I wish you all happy selling.

LeviDylan

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Seller_H3B2JyDKpAFMy
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Need help to reactivate my seller account.
by Seller_H3B2JyDKpAFMy
HAQM replied

Hello, I am a seller from Vietnam, I have been selling on HAQM for almost 1 year, and I only sell 14oz mugs, the products are all listed under a trademark registered with the USPTO under my name. On May 15, 2025 I received an email with the following content:

Hello,

Your HAQM seller account has been deactivated, and your listings have been removed in accordance with section 3 of the HAQM Services Business Solutions Agreement. Continue to ship open orders and respond to customer inquiries to avoid further impact on your account. Funds will not be transferred to you but will be held in your account while we work with you to address this issue in accordance with our "Funds Disbursement Eligibility Policy":

http://sellercentral.haqm.com/gp/help/external/help.html?itemID=9RA9LYBJ3QP27M6

Why did this happen?

We need additional documentation to verify your identity and account ownership. For more information on our requirements, check section "P-4 Verification" of the "HAQM Services Business Solutions Agreement":

http://sellercentral.haqm.com/help/hub/reference/external/G1791

How do I reactivate my account?

1. Confirm that there is a valid credit card on file.

2. Submit all the following documents to take care of the account verification issues:

-- Bank account statement and credit card statement.

-- A valid government-issued photo identity document such as driver’s license or passport. The document must include the full name, date of birth, ID number, expiry date, signature of the bearer if applicable and country of issuance or country of citizenship.

-- A business license, if applicable.

-- A utility bill dated for piped gas, natural gas, electricity, piped water, mobile phone, fixed-line phone, or internet service.

What are the document requirements?

-- It must contain your name and address, the service provider's name and additional information such as the date of issue and due date, service provider's address, service provider's logo, and usage details if applicable.

-- Your name and address must be visible and match the name and address in Seller Central.

-- It must have been issued in the last 90 days.

-- It must be full page and unobstructed, including the document corners.

-- It must have high definition, be clear and readable. The required information must be visible and in focus.

-- It must be authentic and unaltered.

-- It must not be protected by a password. You can re-upload the same document without password protection, or upload a photo of the document. For security reasons, do not reply to this email with any password.

-- It must not be a screenshot.

-- It must be in one of the supported languages. Supported languages include Arabic, Simplified Chinese, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Spanish, Swedish, Tamil, Thai, Turkish, and Vietnamese. If the documents are not in one of the supported languages, you must submit a notarized translation into one of the supported languages along with the original document.

-- It must be a PDF, JPG, PNG, or GIF file.

How do I send the required information?

To submit the required documents or update the current information, go to the banner at the top of the "Account Health" page in Seller Central, and click "Submit new information":

http://sellercentral.haqm.com/performance/dashboard?ref=ah_em_ap

You will only be able to sell on HAQM once your current account is reactivated. To avoid further impact on your account, do not open accounts in other stores, or we will close them.

Has your account been deactivated in error?

If you believe that there has been an error, go to the banner at the top of the "Account Health" page in Seller Central, click "Submit new information", and submit an explanation:

http://sellercentral.haqm.com/performance/dashboard?ref=ah_em_ap

Your explanation should include the following information:

-- How your account has not violated section 3 of the HAQM Services Business Solutions Agreement.

-- Evidence that your account complies with section 3 of the HAQM Services Business Solutions Agreement.

We are here to help

If you have questions about our policies or the required information, contact us:

http://sellercentral.haqm.com/cu/contact-us/performance

HAQM.com.

I created a case to request support so I know what information I need to send to reactivate my account, since I live with my parents and the utility bill is in my mother's name, I was suggested to send my birth certificate.

I then sent all the information including:

My citizen identification card front and back

My bank account statement

My family's utility bill for April 2025

My birth certificate with the local stamp of my residence

and on May 19, 2025 I received a notification that:

Hello,

We received your submission but we are unable to reactivate your account. Upon review of your account, we confirmed that your HAQM seller account has been used to engage in deceptive, fraudulent, or illegal activity that harms our customers, other selling partners, and our store.

Why is this happening?

Your HAQM seller account has been deactivated in accordance with section 3 of HAQM Services Business Solutions Agreement.

Please review HAQM policy regarding Account Health by visiting "Monitor your account health":

http://sellercentral.haqm.com/gp/help/G200205250

You can also visit the "Selling Policies and Seller Code of Conduct" HAQM policy:

http://sellercentral.haqm.com/gp/help/G1801

We may not respond to further emails about this issue.

HAQM.com

I am really shocked by that, I don't understand what I did wrong

In the past, I only sold products under the FBA model, all my products did not violate any HAQM policies, the account status was always in the best condition, and HAQM accused me of participating in illegal activities.

Now I have 848 products in stock.

I have to pay a lot of money for goods, monthly storage fees to HAQM, advertising fees and I still haven't recovered my capital and HAQM suspended my account for a reason that I did not do.

Now I am very scared and don't know what information to send so that HAQM can reactivate my account.

I am a new graduate and had to borrow a lot of money to be able to do my first FBA trip.

I really hope to receive help or assistance here so that I can reactivate my account.

Please help me.

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Seller_GKQNzzlDlLRP5
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Hello everyone,

I’m reaching out because my HAQM seller account was deactivated a week ago due to a verification issue under section three, labeled "P-4 Verification."

I have submitted all the required documents and information as per HAQM’s verification guidelines, but my account is still deactivated. I’m unsure what the specific issue might be and would appreciate any guidance or clarification. Please note that I never change my seller account information last one year.

For review, I included the following documents:

• Passport

• Bank Statement

• Driver’s License

• Credit Card Statement

• Utility Bill (Mobile Phone and Internet)

• Business License

Thank you for your time and support. Any help or insight would be greatly appreciated.

Let me know if you’d like a more formal or more casual tone!

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Seller_H3B2JyDKpAFMy
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I am a seller since mid 2024

I only sell 5 asin which are 14oz stainless steel mugs, all products are not violating HAQM policies, and I only sell FBA and all products are packaged and branded with my brand.

I sell private label on HAQM with FBA shipping, no FBM, and my account is suspended for "illegal or fraudulent use"??? W*F

I am still losing money in business and just waiting for father's day to clear out inventory and get my money back, since I am a newbie the seasonal product selection is completely inappropriate and leads to poor sales.

And HAQM suspended my account before that time and I submitted all the necessary documents and HAQM has not responded anymore and has not reactivated my account.

It is really confusing and frustrating with this decision from HAQM. Now the sale season is over, and everything seems to be destroyed.

Can anyone help me?

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Seller_IfqJmVsHhNd98
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PLEASE HELP!

We got this email and do not understand what it is about. I am trying to request a deadline extension, but we have not received an answer. Could someone please explain the process to me? I manage the account for the owner of the HAQM seller account because she's legally blind, and I have to be present with the owner for this interview.

Can someone please help get a hold of someone or tell me what to expect so I can explain to the owner?

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Seller_1zC3MvAa8NXfH
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So many Product and Food Safety Violations recently
by Seller_1zC3MvAa8NXfH

I'm experiencing the same issue like so many others where my best selling ASIN was taken down due to "Product and Food Safety Violation." No notice. No reason given.

HAQM seller support told us on the phone that "lithium ion batteries cannot be sold on HAQM."

If this is the case, then why is there an entire Browse Node dedicated to such products?

http://www.haqm.com/b?node=10112773011&ref=sr_nr_n_4

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Seller_pTF8YKHDp49ZC
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Confused on Returns
by Seller_pTF8YKHDp49ZC
HAQM replied

In the past 2 months I have been receiving boxes everyday of returns of merchandise like never before in the past 3 years. I called HAQM and all they could tell me was they are not sure why but most likely is due to the merchandise not being sold over 6 months. Has anyone experience the same ?

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Seller_EHPDjdklXgTai
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HAQM’s Case Handling Feels Like a Rubber Stamp
by Seller_EHPDjdklXgTai

I am FBM seller on HAQM, Case ID 17897487301. The buyer has abused the return policy by fabricating facts. The returned item shows signs of severe wear, as if it had been dragged on a concrete floor. According to HAQM’s return policy, I issued only a 50% partial refund.

During communication through HAQM’s messaging system, the buyer sent me two photos as evidence of the product’s condition, but they clearly show a completely different model and serial number (I have collected and compared the evidence with detailed side-by-side images described in the case). This is a clear abuse of the return policy, and the buyer left malicious negative feedback.

I have submitted multiple appeals with photo and video evidence, but have only received generic template responses and no substantive review.

Why has HAQM not conducted a manual review of my evidence? Why does HAQM allow buyers to maliciously abuse the return policy and retaliate against sellers?

I respectfully request that HAQM reopen the case, remove the false negative feedback, and strengthen protections against return fraud. Please provide a clear response and solution.

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Seller_OUcv80vNwyovN
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We received a performance notification in our Seller Performance Notifications yesterday regarding confirmed shipments. We are reaching out to see if others have experienced a similar issue and seeking assistance from a MOD to understand why this notification was received.

The notification states: "We have found that you have violated a policy. If this issue continues, we may deactivate your seller-fulfilled offers. We have observed that shipments for some of your recent orders have been confirmed prior to handing them off to a carrier. Sellers on HAQM are not allowed to confirm a shipment before they have sent at least part of the order to the buyer."

Our Account Health page shows no violations, and when we contacted HAQM Account Health Support, they confirmed they see the notification but no associated reasoning or order IDs. They advised us to dispute any issues appearing in our account health with the explanation that we use HAQM Buy Shipping Services, which automatically marks orders as confirmed upon label purchase.

Our concern is why we received this notification at all, given that our process with HAQM Buy Shipping Services automatically confirms orders when a shipping label is purchased.

Could someone please provide assistance with this matter?

@Seller_1KYLYkgAlu4xX

@Seller_nS0jcFQNDLG3e

@Seller_ovM5p622oIbGp

@Seller_QYS7Alex1XIw4

@Seller_CnfW62x6yxvJw

@Seller_RSwABJNHpHnEZ

@Seller_OOVUXZLmb2UEH

@Seller_khUF6HPR2AHxu

@Seller_guPeMXBrBxqyU

@Seller_s3amN64nZ4y9V

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Can anyone explain how this is late?
by Seller_UpW0GamO1tnoe
HAQM replied

I keep getting hit with on time delivery violations. The promised dates and delivery dates coincide. The only issue I can see is that the time of day is later that what is promised. Are the packages now time critical?

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Seller_46pj8ASPGNFar
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our plumbing products are already listed under DOE database but still getting removed by HAQM. anything I can do here? Appeal didn't work.

ID 17622232141

We've already provided link and screenshot of proof

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