Hi @Atlas_HAQM, @Emet_HAQM:

I am reaching out regarding a highly pressing issue concerning our ASIN in our Canadian marketplace. Our listing has been deactivated on HAQM.ca marketplace due to an incorrect classification as a Class II medical device by HAQM.

Our product is unequivocally a CLASS I medical device in Canada, as officially confirmed by Health Canada. To support this, we have provided the following in Case ID: 17835415571:

✅ Proof of our valid Health Canada Medical Device Establishment License (MDEL).

✅ A direct link to Health Canada's official "Live Listing" webpage, where our Active MDEL is publicly displayed.

Despite providing this definitive evidence, we continue to receive a templated response stating: "ASIN is identified as Class II medical devices and we are unable to reactivate your ASIN at this time." This cycle is preventing us from resolving the issue.

We are seeking your expertise and guidance:

-What specific documentation or information might HAQM be requiring that we haven't yet provided?

-Are there specific HAQM teams or contacts within regulatory/compliance that we should be trying to reach?

-What are the recommended escalation steps for this type of misclassification issue?

The continued deactivation of this ASIN is now business critical, as our inventory is currently stranded in Canada. Your assistance in navigating this situation would be immensely appreciated.

Thank you!

Within 10 days, 3 different advices from the account health specialists about my account suspension and how to proceed. How can I send what the performance team really needs?

1. May 27th:

Dear Mixing&Matching,

This is Juweriya, with HAQM Account Health Support. Thank you for speaking with me regarding your selling account.

As discussed, I understand you needed assistance with Account Reinstatement.

If you believe your account has been deactivated in error, please submit a dispute through the "Has your account been deactivated in error?" button in your Account Health Dashboard with the following information:

. Evidence and explanation demonstrating how your account has complied with HAQM's Selling Policies and Seller Code of Conduct

. Supporting documentation including:

- Invoices/receipts with visible dates

- Product names for all ASINs involved

- Sales volume documentation for the past 365 days

- Complete supplier contact information (name, phone number, address, website)

- Any relevant email communications or third-party information

Please ensure your dispute includes specific details rather than general statements.

2. June 5th:

Dear Mixing&Matching,

This is Heemansu, with HAQM Account Health Support. Thank you for speaking with me regarding your selling account.

As discussed, I understand you needed assistance with your appeal rejection for account reinstatement.

Firstly, I apologize that your account is deactivated because of adding inaccurate product information to product detail pages.

As informed, your account is currently not eligible for reinstatement for such violations

3. June 6th:

Dear Mixing&Matching,

This is Quenette, with HAQM Account Health Support. Thank you for speaking with me regarding your selling account. As discussed, I understand you needed assistance with your account.

I've carefully reviewed your account and notice that your recent Plan of Action didn't include sufficient details about how you'll prevent catalog violations in the future.

To help restore your selling privileges, please submit a new appeal that includes:

A detailed explanation of what led to the unauthorized product detail page changes

The specific steps you've taken to correct these issues

The processes and procedures you'll implement to ensure compliance with HAQM's catalog policies moving forward.

Congratulations, HAQM, you are continuing to lose your long-term trusted selling partners! It is amazing to me that you are losing reputable sellers, leaving only knock-off products for your "customer experience"

Blackhats attack and cheat while climbing to the top, all the while you treat your reputable sellers, your inventors, your "Small Business", and your educated in their field sellers like criminals who have to prove their worth!

Great job!

Just a tiny honest vent from a seller who is tired of the daily attacks!

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.

Item shipped to buyer via FEDEX.

It is in good condition with all signatures, etc.

The buyer inquired about how to use the item.

A few days later, we were informed that it was a fake.

Our company has been selling about 1,000 units per year on HAQM since 2012, but we have never sold a fake product.

We have never sold a fake product.

I told them that if they were so insistent, they should return the product.

A few days later an AZ claim occurred and the buyer claimed to HAQM that the package was not delivered.

This is clearly fraud at this point.

We gave HAQM the photos, shipping history and signatures as evidence.

However, we have just received a notice that it is our fault and we will receive a full refund.

I contend that this is a decision that will confuse many sellers.

Please advise me ASAP.

113-7166339-3165069