Ebay keeps pulling down an OTC product claiming it is prescription

[salesandresales]

In spring 2024, we spent about 2 weeks having some listings pulled down as "prescription", then we'd appeal and have the listings restored, then it would repeat.  Eventually it seemed to stick, and we're told it wouldn't be a problem anymore.

We'll, now it is a problem again. This time around, it is much harder to talk to a person, and the response to the appeals have been "yes, this is clearly OTC but this product needs a prescription to purchase. Some OTC products require prescriptions. " It was literally approved to be made and sold Over the Counter without a prescription since 2002, but what the heck do I do if the people enforcing the rules doesn't understand the concepts they are enforcing?

What the heck happened to ebay's customer service?  Does anyone know how I can get ahold of someone that at least understand the policies and vocabulary they are supposed to be helping with? 

[soh.maryl]

Care to share the name of the item? 

[onefootflipper]

Find something else to sell, it will keep happening and you will eventually get a lifetime ban.

[annadryl]

You're poking the hornet's nest here. If it happened once it will most likely happen again and eventually shut you down entirely. Just realize that some items just can't be sold in some venues, it's no huge injustice.

[toysaver]

The root of your problem may be related to the fact some medications that are OTC in one state may require a prescription in another.   EBay will err on the side of safety to protect their own liability.  Google the product and see if it needs a prescription anywhere or has other requirements such as only being allowed to be sold in a pharmacy.  

[frugalmarketplace]

@salesandresales 

First of all I do not give my dogs these flea and tick products as many dogs have what is known as idiopathic head tremors as a serious side effect. One of mine did. 

However “https://www.avma.org/resources-tools/animal-health-and-welfare/animal-health/pharmacy/prescriptions-...

You might want to inform yourself..  I just lost one of my dogs due to congestive heart failure eating what I thought was a safe and healthy dog food. Well, non grain pet foods are linked to heart failure.

So people IMHO …I read your disclaimer a CYA ….and I don’t think people should be buying this product online. I went to chewy.com and many of those require a prescription be uploaded. 

[salesandresales]

We already checked all of that.  I just checked to see if there is any new legislation or anything restricting it, but there is not.  Last year the issue made it to some upper level person that verified everything and supposedly was going to have it permanently fixed.  The product used to be on a list of allowed products, but none of the customer service reps know what I'm talking about.  The policy states that a product needs to be on a specific list on the FDA website, and it is, but they just say yes, my evidence is correct, but some OTC products are prescription. 

[salesandresales]

Last year we went far enough up the food chain that they fixed it and said it should be permanently fixed. Now, I don't even think a human is reading appeals and emails, and getting in a call or a chat has been really difficult, and they say to wait for a call back from a specialist... and of course they don't call back. 

[salesandresales]

Safe-guard canine dewormer.   

[salesandresales]

This isn't about a flea/tick product.  Everything can cause a negative reaction.  Food, drug, supplement, essential oil, etc.  That is why we encourage our customers to know the product they are purchasing and to consult a vet first ifthey have questions or concerns over products.

Thank you for the information, though. 

[ed8108]

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@onefootflipper wrote:

Find something else to sell, it will keep happening and you will eventually get a lifetime ban.

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Unfortunately that is the risk you are facing

[albertabrightalberta]

@salesandresales 

Some of the confusion may be in the ambiguity of the active ingredient. 

I asked AI if Safe-Guard Canine Dewormer requires a prescription and got the following answer. However the part I highlighted in red seems a bit ambiguous to me and may be causing your problems. 

If as you say, ebay "keeps pulling down your listings," you might find yourself suspended whether your right or wrong about the product! Personally, I'd stop listing it! 

AI's answer and the red ambiguity that may be causing issues:

"No, Safe-Guard Canine Dewormer is not a prescription medication. It is available over-the-counter for the treatment and control of roundworms, hookworms, whipworms, and certain tapeworms in dogs. The active ingredient, fenbendazole, is also available by prescription in different formulations, but Safe-Guard Canine Dewormer specifically refers to the over-the-counter, single-use packets.