Addressing Used Sold As New Customer Condition Complaints on Amazon

If you received a notification from Amazon informing you that one of your ASINs is subject to a customer condition complaint, this article will guide you through the appeal process.

Don’t worry, receiving a Policy Warning like this doesn’t necessarily mean that your buyer actually received his order counterfeit or that you sold used items.

Product Condition Customer Complaints are detected by bots after scanning your Seller Feedbacks, Product Reviews, returns or A-Z claim comments” rather than being knowingly submitted by buyers.

You should have the option to appeal after clicking on the button in the Account Health section of your account.

Here is an example wording of a Customer Product Condition Complaint on Amazon:

Dear seller, We removed some of your listings because of customer complaints about items listed at the end of this email. Customers may be complaining because the items they received did not accurately match the condition or description of the product mentioned in the product detail page of your listings. Why did I receive this message? Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect. Products listed in “new condition are expected to arrive in brand new, unopened condition with no signs of damage or wear. If customers receive a product that does not match this description, it may lead them to perceive the item as being previously opened or used. Learn more about our policies in Seller Central Help: Condition Guidelines (https://sellercentral.amazon.com/g/help/200339950) Amazon Product Authenticity and Quality Help Page (https://sellercentral.amazon.com/gp/help/G202010130) Product Detail Page Rules (httos://sellercentral.amazon.com/gp/help/200390640) Best Practices in Product Authenticity and Quality (https://sellercentral.amazon.com/learn/courses? ref_=su_courses_c12_m554&courseld=12&moduleld=554) Prohibited Seller Activities and Actions (https://sellercentral.amazon.com/g/help/200386250) How do I reactivate my listings? To reactivate your listings, please provide us the following information: 1. Aplan of action that explains: The issues) that led to the complaints about the product condition or description of your items. • The actions you have taken to resolve the issues) that caused the complaints about the product condition or description of your items The steps you have taken to prevent future complaints about the condition of your items. Here are a few things to consider as you create your plan: Sourcing: Are you sourcing the product from a trusted supplier that sells items in condition? Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed? Packaging: Is the product in its original manufacturer packaging as listed on Amazon? Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately, and will not be damaged when shipped? Review your communications, reviews, and feedback from buyers to better understand the issues. Be as specific as possible in your plan. Do not limit your plan to issues with specific orders. 2. Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below These documents should reflect your sales volume on Amazon during the last 365 days. • Please include contact information for your supplier, including name, phone number, address, and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information. You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review. You can only send pdf, jpg, png, or gif files. These documents must be authentic and unaltered. How do I send the required information? Please send the above information to pq-product-review@amazon.com. What happens if I do not send the requested information? If we do not receive the requested information your listings will remain deactivated. If we receive additional complaints about your listings, we may deactivate your Amazon seller account.

Normally, you will need to provide Amazon invoices which meet all of the following requirements:

-Supplier information (name, phone number, address, website)

– Buyer information (name, phone number, address, website)

– Item descriptions

– Item quantities

– Invoice date (must be issued in the last 365 days)

and a Plan of Action telling Amazon what you believe was the cause of the complaint, how you addressed it and how you will prevent the receipt of additional ones in the future.

You don’t need to admit your guilt. All they want is to explain them, what you believe caused the complaint – check your customer feedback, product reviews, returns comments…

Then they want to hear, how did you handle the issue, for example accepted any returns and carefully checked your entire inventory. Here you can tell them that selling used items is impossible for you as your products are carefully examined prior to being shipped to customers.

And the last thing is telling them, what will you do to prevent similar complaints in the future. For example describing all your items accurately, continuing to source supplies from reputable distributors…

This is all about handling the complaint and preventing them, not about you selling used products.

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