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EDMARK case study
BRAND OVERVIEW
EDMARK CoCollagen is a high-quality, marine-based collagen drink designed to nourish, lift, and revive the skin for a healthy and youthful glow. This chocolate-flavored beverage is formulated with premium-grade marine collagen, enriched with amino acids and botanical extracts for visible skin improvement within weeks.
Product Highlights:
- All-Natural Marine Source: Derived from enzymatically hydrolyzed fish collagen from salmon.
- Rich in Amino Acids: Provides glycine, proline, hydroxyproline, and other essential amino acids.
- Energy Booster: Contains natural sucrose for quick energy, ideal for active individuals.
- Refreshing & Easily Digestible: Malt-based for smooth digestion and easy absorption.
- Antioxidant Protection: Infused with acai berry and green tea extracts.
- Ethically Sourced: Non-GMO, gluten-free, and free from artificial additives.
The client partnered with EHP Consulting to assist in reactivating her Amazon account, which was deactivated due to suspected intellectual property violations.
ehp consulting group services
- Reinstate the client’s Amazon account after deactivation due to intellectual property complaints.
- Establish clear documentation proving authorized distribution and authenticity of EDMARK products.
- Ensure future compliance to prevent recurrence of account or listing suspensions.
According to the client:
“I was hired to add a term to the Pandemic contractor’s listings, but he copied other ASINs and changed product information. Those ASINs remained linked to me in Amazon’s reports. I terminated that assistant and hired another who helped delete the listings and submit several appeals, but all were rejected.”
Challenges
1. Previous Appeals Rejected:
- Earlier appeals lacked new or valuable supporting evidence. Submissions had no attachments to substantiate statements.
2. Missing Documentation:
- Some key ASINs (B07V6WHWMP, B091N3PS2G, B085NSD7WH, B0CP2KYZGJ, B09B8434BG) listed under EDMARK were not covered by the provided authorization letters.
3. Proof of Authorization:
- A revised and notarized authorization letter from EDMARK or an authorized distributor confirming rights to sell the brand is needed.
4. Supply Chain Evidence:
- Required authentic invoices, Bill of Lading, Product Certifications, and USFDA Registration to prove authenticity.
5. Missing Compliance Package Components:
- The client lacked specific supporting materials for Amazon’s compliance checklist:
- Flagged ASIN screenshots
- Proof of ASIN removal
- Trademark search results
- Termination/staff oversight documentation
EHP SOLUTIONS (STRATEGY & EXECUTION)
1. Document Recovery & Verification:
- Reviewed all previously submitted appeals and identified missing compliance components.
- Requested and compiled new supporting evidence, including authorization letters, invoices, and product certifications.
2. Compliance Package Development:
- Prepared a comprehensive documentation set including:
- Plan of Action (POA)
- Legal Consultation Plan
- Compliance SOP and Training Records
- Supplier Verification Flow
- Attendance and Staff Compliance Certificates
3. Appeal Resubmission:
- Revised and resubmitted the Plan of Action, emphasizing responsibility acknowledgment, preventive measures, and future compliance strategy.
- Ensured all required documents were properly formatted and attached before submission.
4. Ongoing Coordination:
- Maintained consistent communication with the client to ensure each Amazon response was addressed promptly.
- Provided detailed guidance for future compliance, ensuring faster turnaround for any subsequent appeal adjustments.
results
- Account Reinstated: Client’s Amazon account was successfully reinstated after final review and submission of complete documentation.
- Compliance Established: Client now has a full documentation framework aligned with Amazon’s standards.
- Trust Restored: Reinstatement allowed the client to resume business operations and brand activity under EDMARK CoCollagen.
Before & After Comparison
Before:
- Account deactivated and appeals repeatedly denied.
- Missing compliance evidence and incomplete documentation.
After:
- Account reinstated and back in good standing.
Client Feedback
“I hired EHP to resolve my Amazon account deactivation due to repeated violations for Suspected Intellectual Property, which is an extremely serious violation on Amazon. Angela, Apple, and Dominique did an amazing job. Very professional, despite the pressure I was putting on them. Their consistency and methodical ways to proceed reassured me that I might recover my account sometime, and it happened in about a month.
This team was always on top of communication, discussed their progress thoroughly, and kept me informed constantly.
I’m glad I decided to use their services, and I highly recommend them. In fact, I am planning to work with them to increase my sales in the USA and expand my business to Canada..”
The client gave a 5-star review on Google and Facebook for the outstanding support and teamwork throughout the reinstatement process.
ehp consulting group services
- Creation of Sponsored Brands Campaign
our goals
- Leverage Amazon’s $100 Ad Credit to increase brand visibility and drive traffic through Sponsored Brands
- Boost brand awareness on Amazon
- Highlight multiple ASINs in a single ad to showcase the product range
- Drive traffic to product collection pages
- Test the effectiveness of Sponsored Brands campaigns at low risk using the Amazon promotional credit
Challenges
- No active Sponsored Brands campaigns were running at the time
- Initial campaign rejected due to a non-compliant brand logo
- Client uncertainty about which logo to use and how to optimize creative assets (images, headline, ASIN selection)
- Need to ensure all creative assets comply with Amazon Brand Registry requirements
our solution
1. Documentation Preparation:
- Gathered and verified supporting documents, including product images, packaging photos, and the official brand website (https://exura.io/), confirming the correct brand name.
2.Flat/Feed File Submission:
- Created a detailed flat file with corrected brand attributes for both ASINs (B0CTCQSZV5 and B0CTD53XHV) and uploaded it through Case ID: 16866851211 to request catalog correction.
3 . Evidence Support:
- Attached product and packaging photos displaying the Exura brand name and included references to the brand’s official website to validate authenticity.
4 . Follow-Up and Verification:
- Monitored the case, provided clarifications when requested, and ensured that the updates were processed correctly.
5 . Compliance Review:
- Ensured that all updates complied with Amazon’s catalog integrity policies and did not require deletion or relisting, as per the client’s request.
STRATEGY & EXECUTION
Campaign Type: Sponsored Brands-Product Collection
Targeting: Exact match keywords (high-intent)
Creative Assets Used:
- 1 optimized headline (≤50 characters)
- 5 high-quality images (Amazon-compliant, auto-optimized)
- 3 selected ASINs
- Registered brand logo (verified via Brand Registry)
Key Strategic Decisions:
- Used Exact match targeting to prioritize conversion efficiency
- Included multiple images to allow Amazon’s system to automatically display the best-performing creative based on shopper intent
- Featured 3 complementary products to encourage cross-selling
- Verified and used the official Brand Registry logo (EDMARK) to ensure compliance
Compliance Issue & Resolution:
- Issue: Initial campaign rejected due to logo non-compliance
Root Cause: The logo used was not the one officially registered in the Amazon Brand Registry
- Actions Taken:
- Verified registered logo in Seller Central → Brand Registry
- Confirmed the EDMARK logo as the official registered asset
- Updated creative assets with compliant logo
- Resubmitted campaign for review
Result: Campaign approved successfully (SB-EXACT-PRODUCTCOLLECTION-MARYEHP1)
Operational Strengths:
- Fast turnaround on creative feedback
- Proactive verification of assets in Seller Central
- Immediate resubmission after compliance fix
- Leveraged Amazon ad credit for risk-controlled testing
The Result (Before & After)
Before:
- No active Sponsored Brands campaign
- The brand logo was non-compliant, causing initial ad rejection
- No low-risk testing of brand-focused advertising
After:
- Sponsored Brands campaign approved and live after updating to the compliant registered logo
- Tested brand-focused advertising without risking the client’s budget
- Established a foundation for scalable, multi-product Sponsored Brands campaigns
BRAND OVERVIEW
The client engaged EHP Consulting Group to review and correct the return policy classification for two consumable products listed on Amazon. The service focused on evaluating product eligibility, preparing supporting documentation, coordinating with Amazon Seller Support, and ensuring the return policy was properly reclassified to align with food safety standards. The objective of the service was to maintain compliance with Amazon’s return policy guidelines for consumable products, reduce operational risks associated with product returns, and protect the integrity of ingestible items.
ehp consulting group services
- Amazon Listing Optimization - 30-day refund/replacement
Challenges
The return policy for the affected products was automatically assigned by Amazon’s system as “30-day refund/replacement,” despite the products being consumable supplements.
Sellers do not have direct manual control over return policy settings, as these are determined by Amazon’s system classification and category configuration. This created a compliance and operational concern because consumable products are typically eligible to be designated as non-returnable due to food safety reasons.
Allowing returns for ingestible items may pose risks to:
- Product safety
- Customer trust
- Inventory integrity
- Business sustainability
Failure to address the issue could have resulted in increased return requests, product misuse, and avoidable operational losses.
our goals
1. Remove the automatically assigned 30-day refund/replacement return policy
2. Request and secure the reclassification of the return policy to:
“Non-returnable due to food safety reasons”
3. Protect the business from unnecessary returns and product waste
4. Ensure compliance with Amazon’s food safety handling standards
5. Maintain operational efficiency and customer trust
our solution
Step 1 — Reviewed Product Category and Eligibility
The product listings were reviewed to confirm that they were categorized under: Health & Household — Supplements, Diet, and Sports Nutrition This category qualifies as consumable items subject to food safety return restrictions.
Step 2 — Verified the Items Are Consumable
Products Product details, intended use, and classification were assessed to confirm that the items were ingestible supplements and therefore eligible for non-returnable designation due to food safety considerations.
Step 3 — Gathered Supporting Documentation
Relevant documentation was collected to support the request, including:
- Product labels
- Ingredient lists
- Packaging information
- Product descriptions
- Category classification details
These documents demonstrated that the products are consumable items.
Step 4 — Submitted a Formal Request to Amazon Seller Support
A formal request was submitted to Amazon Seller Support indicating that the products were incorrectly tagged with a 30-day refund/replacement return policy despite being consumable goods.
Step 5 — Communicated and Escalated the Case
Direct communication was maintained with Amazon Seller Support representatives to clarify the request and ensure proper understanding of the issue.
Step 6 — Monitored the Case Until Resolution
The case status was continuously monitored through Amazon Seller Central to ensure timely progress.
the impact
The corrective actions resulted in the successful reclassification of the affected products from: “30-day refund/replacement” to “Non-returnable due to food safety reasons.”
This outcome ensured compliance with Amazon’s return policy guidelines for consumable products and protected the business from risks associated with product returns.
Following approval from Amazon Seller Support, it was advised that system updates may require processing time before changes become visible on the product detail page.
System Update and Monitoring Period
The account was advised to allow: At least 24 hours for the return policy change to propagate across Amazon’s system. During this period, the listings were monitored to verify that:
- The policy update was properly applied
- The listing displayed the correct return status
- No additional system errors occurred
- The change was fully visible to customers
The successful display of the updated return policy confirmed that the reclassification process had been completed.
PHOTOS OF BEFORE AND AFTER
BEFORE — Initial Return Policy
Product 1 - Return policy displayed as 30-day refund/replacement
Product 2 - Return policy displayed as 30-day refund/replacement
Confirmation of the support request submission with an assigned Case ID, indicating that the issue regarding return policy reclassification was successfully logged in Amazon Seller Support for review and processing.
Updated Return Policy
Product 1
Updated Return Policy
Product 1
BRAND OVERVIEW
The client received an urgent notification from Amazon regarding a customer complaint about product authenticity. Amazon flagged the listing for "Inauthentic" concerns and required a formal appeal and documentation to be submitted within 7 days to prevent the permanent removal of the listing.
ehp consulting group services
- Amazon Listing Reinstatement
Challenges
- Strict Documentation Requirements: Amazon demanded invoices from the last 365 days, supplier contact details, and proof of sales volume.
- Initial Rejection: An appeal filed on March 3 was declined on March 4. Amazon requested additional proof, including bank/credit card statements and import/export documents (bills of lading) to verify the transaction history.
- Secondary Deactivation: After a successful reinstatement on March 9, the listing was deactivated again on March 11 for the same reason, coinciding with a requested removal of orders.
- Technical Hurdles: Attempts to contact Amazon Account Health Specialists initially resulted in "Internal Failure" error messages, delaying verbal clarification.
- File Quality Issues: Upon finally reaching a specialist, it was revealed that previous documents were flagged as "suspicious" due to text misalignment and formatting issues during the upload/scan process.
STRATEGY & EXECUTION
To overcome the repeated deactivations and technical rejections, EHP Consulting Group implemented a multi-layered strategy:
- Comprehensive Data Gathering: We compiled a "complete-form" document package. Unlike previous attempts that isolated only the impacted ASIN, we submitted full, unaltered documents to prove the authenticity of the entire shipment and avoid concerns of document modification.
- Enhanced File Formatting: We addressed the "suspicious" flag by regenerating the documents with improved clarity and proper alignment, ensuring the files met Amazon’s strict visual standards.
- Direct Specialist Consultation: We persisted through technical errors to speak with an Account Health Specialist (Anish) to verify exactly why the system was flagging the documents.
- Root Cause Analysis: We investigated whether "order removal requests" triggered the second deactivation. While Amazon confirmed these were unrelated, the investigation ensured no other account flags were interfering with the reinstatement.
TIMELINE OF EVENTS
Date | Action / Milestone |
March 2 | Received "Inauthentic" complaint; Amazon deadline set for March 9. |
March 3 | EHP submitted initial invoices and filed the formal appeal. |
March 4 | Amazon declined the appeal; requested bank statements and bills of lading. |
March 9 | First Reinstatement: Amazon accepted the expanded documentation. |
March 11 | Second Deactivation: Listing flagged again; EHP began root cause investigation. |
March 12-18 | Multiple attempts to contact specialists; identified "file quality" as the core issue. |
March 19 | Submitted a new appeal with high-clarity, full-page documents; Appeal accepted. |
March 20 | Final Reinstatement: Listing successfully relisted and confirmed active. |
the result
- Successful Reinstatement: The Account Health issue for "Customer Complaints – Defective Products" was resolved, and the ASIN was fully relisted.
- Account Health Protection: By resolving the "Inauthentic" violation, we protected the seller's overall account standing from potential suspension.
- Process Optimization: Identified that submitting comprehensive, non-redacted (except for pricing) and high-resolution files is critical for Amazon's automated and manual review processes.
- Client Impact: The EDMARK Shake Off Phyto Fiber Drink is now active and selling, with the brand's reputation for authenticity restored on the marketplace.
BRAND OVERVIEW
The client received an urgent account notification from Amazon's Merchant Fulfilled Listing Investigations team regarding a customer complaint concerning product expiration. Amazon flagged the listing for ASIN B0FGT5XBXV with an impending suspension risk, requiring a formal appeal and detailed documentation to be submitted within 48 hours.
The complaint originated from a customer (Order ID: 114-2368513-1376250) who purchased the last three available units. Despite the client promptly issuing a full refund of $121.37 when the customer claimed the item was 'not as described,' the customer subsequently filed a formal expiration date complaint directly with Amazon and refused to return the physical products.
Amazon's Required Action Plan
Amazon mandated a prompt response including images of the manufacturing/expiry dates and batch numbers, a root cause analysis for the discrepancy (specifically noting that items within 45 days of expiration cannot be sold), confirmation of inventory checks, and a comprehensive appeal outlining preventive measures.
ehp consulting group services
- Resolving Expiration Date Complaints
Challenges
- Customer Uncooperativeness: The customer refused to return the allegedly expired units, depriving the seller of the physical evidence typically required to contest an unfounded claim.
- FBM Inventory Verification: Because the inventory was fulfilled by the merchant (FBM) rather than FBA, Amazon could not independently verify the remaining stock's expiration dates via its fulfillment centers. FBM sellers bear the entire burden of proof.
- The 45-Day Shelf Life Rule: Amazon strictly enforces a policy stating that products must have more than 45 days remaining before their expiration date when shipped.
- Internal Evidence Conflict: Upon internal review of archived packaging photos, the seller discovered that the specific batch mailed to the customer had an expiration date of April 1, 2026 (EXP: 01/04/26). Because the product was shipped just days prior to this date, it was in direct violation of Amazon's 45-day minimum shelf-life policy, making the customer's technical claim valid.
Root Cause Analysis
Through a detailed consultation between the client and consultant, a thorough investigation was conducted into the seller's fulfillment procedures.
Exhibit A: Photographic Verification & Discovery
A review of the seller's physical records revealed the manufacturing and expiration data for the batch in question:
· BIN: VC24D01
· MFG: 01/04/24
· EXP: 01/04/26
This internal discovery confirmed that while the items were technically unexpired on the exact date of shipment, they were far below Amazon's required 45-day threshold for consumable goods.
The root cause was identified as a gap in FBM inventory tracking. The seller lacked an automated Standard Operating Procedure (SOP) to log and monitor the batch numbers and exact expiration dates of outgoing FBM orders, leading to the accidental shipment of near-expired stock.
OUR SOLUTION
Recognizing that fighting the customer's claim would result in an immediate rejection from Amazon due to the photographic evidence of the expiration date, we implemented a strategic pivot:
- A. Radical Transparency in the Appeal
Rather than disputing the complaint, we drafted an appeal that transparently acknowledged the oversight. The appeal confirmed to Amazon that the product was indeed shipped within the prohibited 45-day window. This honesty builds trust with Amazon Seller Performance teams, provided it is accompanied by strong corrective actions.
- B. Highlighting Proactive Customer Service
We leveraged the buyer-seller messaging logs to demonstrate that the client had already taken full responsibility before Amazon intervened. The appeal emphasized that a 100% full refund ($121.37) was initiated immediately, effectively making the customer whole, even though the customer refused to return the item.
- C. Implementation of Robust SOPs
To satisfy Amazon's requirement for future prevention, we assisted the client in developing and documenting a new operational framework:
- Batch & Expiry Logging: Mandating the recording of all batch numbers and expiration dates for incoming inventory.
- Pre-Shipment Verification: Implementing a strict pre-shipment checklist for FBM orders to verify that all outgoing consumables have a minimum of 60 days until expiration (exceeding Amazon's 45-day requirement).
- Inventory Reorganization: Restructuring the physical storage to utilize a First-In, First-Out (FIFO) method, segregating FBM stock based on shelf-life.
TIMELINE OF EVENTS
- April 6, 2026 - Seller messages the customer requesting the return of the out-of-stock items after the customer claims they are "not as described."
- April 8, 2026 - Amazon issues a formal case log regarding the expiration date complaint. The listing faces suspension within 48 hours if an appeal is not provided.
- April 8, 2026 - We initiated evidence collection. Order ID 114-2368513-1376250 is identified, and buyer-seller messaging logs are compiled.
- April 8, 2026 - The seller uncovers archived photos of the physical product batch confirming the EXP date of 01/04/26. EHP confirms the violation of the 45-day rule.
- April 8, 2026 - We pivot the strategy: Crafting a transparent appeal acknowledging the error, highlighting the prior full refund, and outlining the new FBM inventory reorganization SOPs.
THE RESULTS
- Listing Protection: By transparently addressing the FBM expiration oversight and demonstrating immediate corrective action, the listing suspension was successfully prevented.
- Account Health Maintained: The prompt, compliant response protected the seller's overall Account Health Rating from absorbing a formal policy violation strike.
- Operational Transformation: The incident catalyzed a necessary upgrade in the client's operational procedures. The transition to a meticulous FBM inventory management system specifically tracking batch numbers and expiration dates has significantly insulated the seller against future expiration-related complaints and potential account deactivations.
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