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Change in Amazon’s view of Used Sold As New complaints
For years, receiving Used Sold As New Customer Product Condition Complaints meant, that you were being accused of selling used items as new.
Recently, Amazon changed the wording of their deactivation notices into a more accurate form, which states that “items are being perceived as used”, rather than accusing the seller of selling used items.
So any potential Plan of Action should be created in such manner.
Interestingly, despite Amazon acknowledges that this is just a subjective impression of a buyer, who may have completely failed to read the product description, the seller is still required to prepare a Plan of Action admitting his guilt.
How are Used Sold As New Customer Product Condition Complaints triggered?
Everything on the Amazon platform is being managed using a so-called “Hands Off The Wheel” tactic, which means that automated bots are scanning all data and information to determine actions to be taken.
The mention of words such as “opened, used, repackaged, scratched, dirty, soiled, scuffs, markings, cuts, rips, etc…” in buyer feedback, product reviews, return comments, A-Z claim comments, buyer-seller messaging or Amazon customer service chats and e-mails will usually trigger a complaint.
Even if the mention of the words is completely innocent, unjustified or incorrect, once you receive a complaint there is nothing you can do but appeal.
Don’t forget that on Amazon you are always guilty until proven innocent.
Here you can view a screenshot of the updated wording:
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