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Handling Customer Product Condition Authenticity Complaints on Amazon

Published

5 months ago

December 27, 2022

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 fake 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 Authenticity Complaint on Amazon:

Hello.

We have removed your listings because of a buyer complaint about the authenticity of an item they received from you. If you have FBA inventory of the items causing “inauthentic” complaints, they are currently ineligible for removal. The listings we removed are at the end of this email.

If you do not appeal this decision in 90 days, any FBA inventory of the item that caused “inauthentic” complaints may be destroyed at your expense.

If you would like us to reinstate your listings, please send us a plan with actions you took to resolve the issue and prevent similar complaints. Get help creating your plan in Seller Central Help Ittos://sellercentral amazon.com/gp/help/200370560). To send us your plan, click the Appeal button next to this email on the Performance Notifications page in Seller Central.

Also include the following information for each ASIN:

•Copies of invoices or receipts from your supplier issued in the last 365 days. These should reflect your sales volume during that time.
Contact information for your supplier, including name, phone number, address, and website.
You can send pdf, jpg, png, or gif files. These documents must be authentic and unaltered. We may call your supplier to venfy the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.

We will review your information and decide whether to reinstate your listings. If we receive more complaints about your listings, we may not allow you to sell on Amazon.com.
The sale of counterfeit products on Amazon. com is strictly prohibited. If you cannot provide valid invoices or receipts for the items that caused inauthentic complaints, we may destroy your FBA inventory of these items at your expense.

You can see the health of vour account in the Performance section of Seller Central.
Leam more about our policies in Seller Central Help:

Amazon Anti-Counterfeiting Policy (https://sellercentral. amazon.com/gp/help/201165970)
• Policies and Agreements (https://sellercentral. amazon.com/gp/helo/521′
Prohibited Seller Activities and Actions (https://sellercentral. amazon.com/gp/help/200386250)
Product Detail Page Rules https://sellercentral. amazon.com/gp/help/200390640)
Condition Guidelines httos://sellercentral.amazon.com/gp/help/21
To talk to someone about this email, ask our Seller Support team to contact you.
httos://sellercentral.amazon.com/hz/contact-Us

You can see the health of your account in the Performance section of Seller Central (https://sellercentral. amazon.com/performance/dashboard.

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 inauthentic items is impossible for you as your products are sourced from reputable suppliers.

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 counterfeit products.

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Account Health Rating expands into Amazon Europe, UK and Turkey

Published

2 weeks ago

May 17, 2023

Kika Angelic

As you know, last year Amazon updated Account Health Dashboards across North American marketplaces by introducing numeric scores. The same features are now available on European marketplaces as well.

Account Health Rating constitutes a numeric score ranging from 0 to 1,000 (in addition to the color coding), enabling you to see how close you are to the various thresholds that move your AHR from green (‘Healthy’) to yellow (‘At Risk’) to red (‘Unhealthy’).

If your AHR is green (“Healthy,” based on a score of 200-1,000), that means your account is not at risk of deactivation. If your AHR is yellow (“At Risk,” based on a score of 100-199), your account is at risk of deactivation. When your AHR is red (“Unhealthy,” based on a score of 99 or lower), your account is either eligible for deactivation or already deactivated.

Account Health Rating is also displaying the degree to which any violations you might incur impact your account health, allowing you to prioritize addressing those that are most negatively affecting it.

Here you can learn more in a screenshot of e-mail regarding the matter from Amazon:

New Account Health Rating features are live – preview your rating and address open issues on your Account Health page now!

Hello,

Over the past few years, sellers have asked for more insight into account health-related issues. We heard your feedback and have rolled out the new version of the Account Health Rating in August 2022 to our sellers in the US and Canada stores. We are now excited to share that we have expanded the program to the EU, the UK, and Türkiye. Starting today, we have added new features to your Account Health page that will provide more transparency into your account health status. These new features will allow you to spend more time growing your business and delighting customers, and less time worrying about your account health and potential disruption to your business.

We are now also displaying your AHR as a numeric score ranging from 0 to 1,000 (in addition to the color coding), enabling you to see how close you are to the various thresholds that move your AHR from green (‘Healthy’) to yellow (‘At Risk’) to red (‘Unhealthy’). If your AHR is green (“Healthy,” based on a score of 200-1,000), that means your account is not at risk of deactivation. If your AHR is yellow (“At Risk,” based on a score of 100-199), your account is at risk of deactivation. When your AHR is red (“Unhealthy,” based on a score of 99 or lower), your account is either eligible for deactivation or already deactivated. We are also displaying the degree to which any violations you might incur impact your account health, allowing you to prioritize addressing those that are most negatively affecting it.

We offer a 7-day preview period that starts today, for you to see your AHR score and status and address any open violations in your account to improve your score. Starting 7 days from today, your account may be deactivated if your AHR score is red or “Unhealthy.” By looking at your policy adherence holistically, we want to create a predictable and consistent experience for you to manage your business, while still maintaining a high bar for Amazon customer experience. We encourage you to go to your Account Health page and, if your account is in “at risk” or “unhealthy” status, address open issues that impact your score before the 7-day period ends to avoid potential deactivation.

We will continue to work hard to make it easier for you to monitor your account health and performance. If you have any questions or suggestions about how we might improve the AHR, please visit the Seller Forums and browse to the “Account Health” category there to share your thoughts. Our team of Account Health Specialists is ready to answer any questions surfaced there.

To learn more about the AHR, please visit our Help pages.
Thank you for selling in Amazon’s store.
Selling Partner Support

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If you have an Amazon-related issue, feel free to join and post into my large Amazon Seller Performance – Friendly Advice – Worldwide Facebook group, where you will be very welcome.

Many Amazon sellers recently started trading stocks and crypto currencies, hoping to diversify their income, which is a very good idea with all the uncertainty which comes with the platform. For this reason, we launched a new Facebook group, Crypto Arbitrage Income (Bitcoin, Crypto, Altcoins, Blockchain, Trading) – feel free to join us and forget about the troubles of selling on Amazon for a moment!

Additionally, here you can watch my YouTube video, where I am presenting you my advice how to avoid getting suspended on Amazon and get help with a Plan of Action without having to spend a lot of money on a hired guru:

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Amazon is now adding “Regarding store” notes into e-mail communications

Published

2 weeks ago

May 16, 2023

Kika Angelic

If you are carefully monitoring Amazon’s notifications, you must have noticed a recent change in wording, concerning e-mails sent regarding different international Amazon marketplaces.

Previously, informative e-mails used to be sent in different languages, depending on the store’s local language.

Now, all e-mails are being sent in English regardless of the store’s location and a header stating “Regarding store: Germany / Sweden…..” is being added.

Here you can view what the new notifications look like:

Another one:

If you have an Amazon-related issue, feel free to join and post into my large Amazon Seller Performance – Friendly Advice – Worldwide Facebook group, where you will be very welcome.

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Essential tips for boosting your Amazon business

Published

2 weeks ago

May 15, 2023

Kika Angelic

Here are some quick tips to boost your running business on Amazon:

Optimize your product listings with high-quality images, detailed descriptions, and relevant keywords.

Use Amazon’s advertising tools, such as sponsored products and sponsored brands, to increase visibility and drive sales.

Offer competitive prices and promotions to attract customers.

Monitor your inventory levels and ensure that you always have sufficient stock to meet customer demand.

Use Amazon’s FBA service to save time and money and focus on growing your business.

Encourage customer reviews by providing excellent customer service and follow-up support.

Expand your product offerings to attract a wider range of customers and increase sales.

Keep an eye on your competitors and adjust your pricing and product offerings accordingly.

By implementing these strategies, you can quickly and effectively boost your running business on Amazon and increase your sales and profitability.

If you have an Amazon-related issue, feel free to join and post into my large Amazon Seller Performance – Friendly Advice – Worldwide Facebook group, where you will be very welcome.