Product policy violation - Ignore?
Hi,
I’ve received a “Product Condition Customer Complaints” violation.
Customer Complaint Summary: Cat Picture book received in error
100% this is not my fault. i sell via FBA and my none of my products even closely resemble a book. I label each item myself. So it is either Amazon have mis-picked and sent the wrong item or the customer has made an error. It curently states “Listing at risk of removal”, I’ve contacted amazon to say it’s not my fault, but they have requested a full action plan, which tbh is a complete waste of my time, as I don’t need to change anything.
The sellers account is fairly new, 7 months old and i have no other violations. The NCX rate for this SKU is 0.13% (5 NCX orders out of 3757 orders in last 30 days).
Should I just ignore? and if so when will the violation disappear? Will the violation affect the product ranking?
TIA
0 replies
Seller_fMsCVAHNu4txH
It depends… NCX issues are rolling, based on the number of sales of an item, vs the number of problems, so it depends how many of this item you sell, and how many are affected.
Yes it will affect ranking.
This happens all the time to us, and the only solution we’ve found is to recall all the stock, check it physically and then send it back if it’s right.
(We’ve had gloves, umbrellas, bin bags, and boxes of chocolates returned to us from the FCs, none of which we sell, but Amazon have decided to relabel them with our ASIN details)
Good luck beating your head against the wall trying to get them to acknowledge / compensate the issue though… The only way they’ll investigate is if you leave the stock at the FC, if you do it’ll be suspended while they investigate, once they ‘investigate’ you’re still relying on them to make the right decision on what’s actually there.
Been there & tried that… and the next item ordered by a customer was then still the wrong item.
Seller_7VbclcPFFRTnc
As this isn’t your only account, keep an eye on the account health page.
If this account gets suspended, the others will too
Seller_77IcbQKVGdZo0
Does this actually show as a policy violation in your account health. I get a few NCX incorrect items received for FBA (thanks Amazon!) and I never get a policy violation
What is your current account health, do you have the new version with the score on it?
If it doesn’t show as a policy violation and just in voice of the customer I wouldn’t worry about it as this happens frequently.
Maja_Amazon
Hello 3dots!
I am transferring your thread to the Account Health Category for better assistance.
Regards,
Maja
Seller_dN53bfJbOq17z
We’ve just received one also, the customer return reason is that it was to big for its intended purpose. It has been reported as wrong item received, which is clearly wrong as in typical fashion buyer hasn’t measured their products before buying from ourselves. After talking to Health team they advise we need to put a POA in place. We’re questioning why we have to put POA in place when the right product was received but all boils down to the buyer not us. After sending POA explaining this, we are advised that the POA was not accepted as we basically aren’t taking the blame. Why would we take the blame for something that isn’t our fault?
