Product Review Team and the Forum's FAQ/Guidelines
The new FAQ/Guidelines for this Forum encourage us to “Give us honest feedback about the things at which we are succeeding, and constructive criticism about those which can be improved.” So here goes…
The background to this is one of my products ASIN: B00H7YV1YG was made inactive after a customer made a Product Condition Complaint. She thought the product was secondhand (it wasn’t) because the packaging was unsealed. She didn’t return the product and is happy with it.
I totally understand the seriousness of the complaint and worked hard to identify the Root Cause and produce an Action Plan that prevents it happening again (members of this forum made very useful contributions as I was doing this - thanks).
I was asked for more information and submitted this on 29th December.
I received an email from the Product Review Team asking for yet more information and a warning “we may not respond to further emails about this issue”.
At this point I was stumped for what else I could write down and have waited to see if, in fact, they would respond with guidance on what more information was required.
But they haven’t.
Why can’t they be clearer about what is missing?
For example:
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Is there something they don’t believe that requires extra evidence?
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Is there a misunderstanding that could be easily corrected?
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If they “do not have enough information to reactivate your listings at this time”, what is the information they are looking for?
My constructive criticism is that their repeated email requests for more information are not constructive. And there seems to be no way for me to speak to anyone to get a better understanding of what is stopping the listing being reactivated.
This is very frustrating and feels very discourteous. Surely at this stage of the process I should be able to get some feedback.
All comments welcome. If anyone knows how I can solve the impasse, I’d be very grateful.
16 replies
Seller_DROodOAYHftnc
Haha - do you really think they will listen ?
A couple of years ago they started a forum - and for the life of me I cannot remember the name, think it was Eureka or something similar - there were some excellent ideas for improving things, but it died a death after only a few months and was withdrawn.
Seller_jmI4qW7rhQlsT
Here some general tips for all while creating the plan of action regarding Material Different complaints;
- First, you must acknowledge that you have identified the problem and that you now know the cause.
You must confirm that you have deleted the problematic offers and then please explain the root cause of why this happened at all. Please refer to the relevant directive for that root cause. (Please avoid ambiguous expressions once you have identified the root cause.)
Even if you think that the buyer/complaint is not fair, please try to understand what causes customers to doubts (e.g. packaging, chemical composition, etc.)
2.Please describe all the steps you have taken so far to solve the problem as concretely as possible. Overall, how do you ensure that your inventory complies with our policies and that no policy is violated?
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Please explain any preventive and proactive measures you can take to ensure that similar complaints are not repeated in the future. I suggest that you read our guidelines in detail. (Please review your account as a whole to determine if there is another offer with similar issues, and remove it as well).
Please explain in more detail how you will always ensure in the future that your suppliers are always reliable, how you carry out spot checks/quality checks, how you check and control the product detail pages/packaging/products. -
Please submit invoices. If it is not possible, please explain why you cannot submit an invoice and ensure that the action plan is strong and effective enough.
Please note the invoice requirements (they should be issued in the last 365 days before the relevant warning):
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 during the last 365 days.
–Please include contact information for your supplier, including name, phone number, address, and website. 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.
Here are a few things to consider as you create your plan:
–Sourcing: Are you sourcing the product from a trusted supplier?
–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 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?
–Review your communications 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
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
Seller_32iYZVDGJhkXe
Thanks Adrian - we’re living in strange times!
