I was hoping somebody could offer some advice: yesterday our best selling product was removed due to a customer complaint using the title ‘Used Item Sold as New’.
The product was 100% new, from the comments it seems that the customer may not have removed the protective film from the product which is quite hard to see therefore giving the impression the product is scratched, but I accept that Amazon have to treat this complaint very seriously and that we have to follow the relevant procedures in order to get the product re-listed.
Where I am confused is that there is nothing showing on our account under the Product Policy Compliance for me to respond to. The complaint was made on 26-January and the product removed in the early hours of the 27th so does this take a few days to filter through under our Account Health?
I have responded to the email received from the ‘firstname.lastname@example.org’ address with a plan of action and supplier invoices as requested: the first time I got an automated response saying I had not given enough information, but I have not had a response to my second email which was sent with further information so do I assume this means they are reviewing the information and does anyone know how long this could take?
I’m hoping that once I see the issue on our seller account I can respond again, I don’t want to keep pushing it in fear of our account being deactivated but at the same time we are losing may sales during this time.
Any advice/feedback will be greatly appreciated.