Message templates for asking a manufacturer for product data

These templates help an international seller request product information from a manufacturer in a consistent format. The replies can be used to identify the product and prepare the information needed for a product card or a request for documents.

Product identification
Ozon
Wildberries
EAEU HS code

Open envelope with cards and a magnifier

What these templates are for

Ask the manufacturer to describe the actual product, not only its sales category. Terms such as “decor” or “accessory” may not identify the goods well enough for document checks. The same product details should be used throughout the product card and any certificate or declaration.

Adapt the wording to your communication channel. Keep the requested fields in the message so the manufacturer can answer each point separately.

Template set

Four messages to adapt. Open one to read the full text or copy it.

1. First request for identification data

Purpose: To collect the basic information needed to identify the product and prepare the product card.

Show the message

Hello. Please provide the following information for the product that we plan to sell: full product name; model; article or SKU; brand; manufacturer’s full name; manufacturer’s country; intended purpose and use; composition or material; construction and main parts; EAEU HS code (TN VED), if available; and clear photos of all product labelling. Please send the information for each model and article separately. If the product is made in different versions, list the differences between them, including differences in material, composition, construction, size or purpose. Please also confirm that the information and labelling photos relate to the current version of the product.

2. Follow-up when the answer is too general

Purpose: To replace broad descriptions with product-specific information; for related background, see the refusal letter for souvenirs.

Show the message

Hello. Thank you for the information. The description is currently too general for product identification. Please do not use only terms such as “accessory”, “decor” or “plants”. Please specify exactly what the item is, what it is made of, how it is constructed, and what it is intended for. Please confirm whether the product is live, dried, artificial, assembled, coated, treated or combined with other materials, where applicable. Please provide the exact product name, model, article, brand, manufacturer, country of manufacture, composition or material, construction, intended purpose, EAEU HS code (TN VED), and photos of the labelling. If there are several products in the shipment, please answer separately for each article.

3. Request for an existing certificate or declaration

Purpose: To find out whether the manufacturer already has a certificate or declaration for the same product.

Show the message

Hello. Please confirm whether there is an existing certificate or declaration of conformity for this product. If one exists, please send a complete copy and the document details. Please also confirm that the document covers the exact brand, model, article, product name, manufacturer, country, composition or material, construction and EAEU HS code (TN VED) of the product we plan to sell. If the document covers several models or articles, please send the list of covered products. Please provide the current version of the document and confirm whether the product, composition, construction, manufacturer or labelling has changed since the document was issued. If there is no certificate or declaration, please state this directly.

4. Notice that a model or composition has changed

Purpose: To record a change before the updated product is added to the product card or linked to a document.

Show the message

Hello. We have received information that the product has changed. Please confirm the change in writing and provide the details below. Previous model or article: [insert]. New model or article: [insert]. Previous composition or material: [insert]. New composition or material: [insert]. Date or batch from which the change applies: [insert]. Please also confirm whether the construction, intended purpose, manufacturer, country, brand, labelling or EAEU HS code (TN VED) has changed. Send updated labelling photos and confirm whether the existing certificate or declaration covers the new version. If it does not cover the new version, please state this clearly. Please send the updated information separately for each affected article.

After the answer arrives

Compare the manufacturer's reply with the product itself, its labelling and any existing document. Keep one consistent set of details for the product card and for document requests. Pay particular attention to the brand, model, article, product name, manufacturer, country and EAEU HS code (TN VED), because Ozon compares these details in the document with the product card.

When a marketplace asks for documents, use the manufacturer's information to check that the document relates to the exact product version. Do not assume that a document for one model or composition covers another model or a changed composition. If the product has changed, request updated documents or confirmation of the scope of the existing document.

For Wildberries, the HS (TN VED) and OKPD2 codes in the product card must match the certificate or declaration. A mismatch can block the card. A refusal letter number must not be entered in the certificate or declaration number field, and Wildberries says refusal letters must not be uploaded to product cards.

If the marketplace requests an explanation about the absence of a certificate or declaration, use information that identifies the exact product. A refusal letter is not a permit document and does not prove that a product is safe. It only explains why there is no mandatory certificate or declaration for the identified product. For related guidance, see the refusal letter for seedlings.

Do not promise that a marketplace will approve a document. Approval depends on the marketplace's review of the submitted information and document.