{
  "type": "problem",
  "slug": "marketplace-listing-removed",
  "lang": "en",
  "url": "https://www.conphora.com/solutions/problem/marketplace-listing-removed/",
  "markdown": "https://www.conphora.com/solutions/problem/marketplace-listing-removed.md",
  "title": "A marketplace removed our listing for missing safety data",
  "description": "Why marketplaces take offers down under the GPSR, which information a listing must show, and how to get the product back online.",
  "answer": "Under the General Product Safety Regulation a marketplace must act on an authority's order about a dangerous product within two working days, and process safety notices from others within three. Every listing must also show the manufacturer, for a non-EU manufacturer the EU responsible person, product identification and warnings. To get the offer back you supply that information, and where the product was the issue, show that it is safe.",
  "theme": {
    "id": "marketplace-retailer",
    "label": "Marketplace and retailer demands"
  },
  "roles": [
    {
      "id": "online-seller",
      "label": "Online seller"
    },
    {
      "id": "importer",
      "label": "Importer"
    }
  ],
  "regulations": [
    "GPSR"
  ],
  "path": [
    "product-validation",
    "compliance-status-links"
  ],
  "trigger": "The marketplace removes or blocks an offer and refers to product safety or missing information",
  "keep": null,
  "why": [
    {
      "text": "The General Product Safety Regulation (EU) 2023/988 gives online marketplaces duties of their own. Market surveillance authorities can order a marketplace to remove content that refers to an offer of a dangerous product, to disable access to it or to display a warning, and the marketplace must act without undue delay and in any event within two working days from receipt of the order (Article 22(4)). Notices from other parties are processed within three working days (Article 22(8)).",
      "sources": [
        1
      ]
    },
    {
      "text": "A listing can also fall on information alone. Marketplaces must design their interface so that traders can provide, for each product, the manufacturer's name and contact details, the responsible person where the manufacturer is not established in the Union, information that identifies the product, and any warning or safety information (Article 22(9)). The same list applies to every online offer under Article 19.",
      "sources": [
        1
      ]
    },
    {
      "text": "Behind the listing sits the product. A product covered by the regulation may only be placed on the market when an economic operator established in the Union is responsible for it (Article 16(1)), and the tasks of that operator are set out in Regulation (EU) 2019/1020 (Article 4(3)).",
      "sources": [
        2
      ]
    }
  ],
  "steps": [
    {
      "name": "Read what the marketplace actually objects to",
      "text": "A takedown has one of two causes: information missing from the listing, or a product that an authority or a notice describes as dangerous. The message from the marketplace says which, and the two are solved differently."
    },
    {
      "name": "Complete the listing information",
      "text": "Manufacturer name and contact details, the responsible person in the Union when the manufacturer is outside it, a picture and the type or other identifier of the product, and the warnings and safety information that belong to it."
    },
    {
      "name": "Check the product against the rules behind the complaint",
      "text": "If the objection concerns the product, go through the requirements that apply to it and record what is met and what is missing before you answer.",
      "item": "product-validation"
    },
    {
      "name": "Answer with documents, not assurances",
      "text": "Send the marketplace the evidence behind the listing in one place, so its review team can see the product status and the documents.",
      "item": "compliance-status-links"
    },
    {
      "name": "Correct the same gap across the rest of the range",
      "text": "A marketplace suspends traders that frequently offer non-compliant products, so the other listings with the same gap are the next risk."
    }
  ],
  "documents": [
    {
      "name": "The listing information itself",
      "from": "You, entered through the marketplace's seller interface",
      "ground": "GPSR Articles 19 and 22(9)"
    },
    {
      "name": "Name, postal and electronic address of the responsible person",
      "from": "The EU manufacturer, importer, authorised representative or fulfilment service provider",
      "ground": "GPSR Articles 16(1) and 19(b)"
    },
    {
      "name": "Technical documentation",
      "from": "The manufacturer, based on an internal risk analysis",
      "ground": "GPSR Article 9(2)"
    },
    {
      "name": "Warnings and safety information",
      "from": "The manufacturer, in the language of the Member State",
      "ground": "GPSR Article 9(7)"
    }
  ],
  "risks": [
    {
      "title": "The offer stays down",
      "text": "A marketplace acts on an authority's order without undue delay and in any event within two working days (GPSR Article 22(4)).",
      "source": 1
    },
    {
      "title": "The account is suspended",
      "text": "Marketplaces suspend, after a prior warning and for a reasonable period, traders that frequently offer non-compliant products (GPSR Article 22(11)).",
      "source": 1
    },
    {
      "title": "Penalties under national law",
      "text": "Each Member State sets its own penalties for infringements of the regulation (GPSR Article 44).",
      "source": 1
    }
  ],
  "faq": [
    {
      "q": "Can a marketplace remove a listing without an authority asking?",
      "a": "Yes. It processes safety notices from anyone within three working days, and it checks offers against the Safety Gate Portal. Its own terms can go further than the law."
    },
    {
      "q": "Which information must every listing show?",
      "a": "The manufacturer's name and contact details, the responsible person where the manufacturer is outside the Union, information that identifies the product including a picture, and any warning or safety information."
    },
    {
      "q": "We sell on our own webshop too. Do the same rules apply?",
      "a": "Yes. The information duty applies to every offer made online or through other distance sales, not only to marketplaces."
    },
    {
      "q": "Does this apply to products sold from outside the EU?",
      "a": "Yes. A product offered online is made available on the Union market when the offer is targeted at consumers in the Union."
    }
  ],
  "sources": [
    {
      "title": "Regulation (EU) 2023/988 on general product safety",
      "publisher": "EUR-Lex",
      "url": "https://eur-lex.europa.eu/eli/reg/2023/988/oj",
      "accessed": "2026-09-21"
    },
    {
      "title": "Regulation (EU) 2019/1020 on market surveillance and compliance of products",
      "publisher": "EUR-Lex",
      "url": "https://eur-lex.europa.eu/eli/reg/2019/1020/oj",
      "accessed": "2026-09-21"
    }
  ],
  "related": [
    "retailer-proof",
    "marketplace-responsible-person",
    "marketplace-account-suspended",
    "product-images-warnings"
  ],
  "reviewer": "Conphora compliance team",
  "reviewedAt": "2026-09-28",
  "notice": "General information, not legal advice."
}