Product Delisted for Expiration complaint DESPERATELY NEED MOD HELP
I have a product that is our top seller which was just suddenly delisted. It is not expired of course, not even close. I have thousands of units in FBA, and another container on the way with 8 pallets of this product. Sometimes people say a product is expired with no basis at all, we all know that. Today suddenly it was delisted because of a customer complaint that it was expired. I immediately called and requested a bin check. Seller support told me that because its in "reserved" status, it can't be checked. I know well that once it goes into reserved status, it will sit there for months until eventually amazon does a removal order.
I have called seller support multiple times, I cannot get an escalation to anyone who can help. I need a mod to help with this please. Seller support is saying that the item is still available for sale, it is not, its been removed from amazon,.
@Danny_AmazonI see you have a lot of upvotes in this area
11 replies
Seller_z3XfkorVSmnEY
Create a written case...."according to our records, the units we've sent to FBA in the last 6 months have an expiration date of yyyyy or later." Then when you get a dufus answer, respond and request that the case be transferred to a supervisor.
Seller_9vW7z7iS199uk
@KJ_Amazon you have responded to me before on the forums, please can you help with this situation? I have requested a bin check for this item, its not expired, but seller support continually says because its in reserved status, they can't do a bin check, and to "wait for it to just come back". Obviously its not going to come back since it was delisted as a performance issue. Please help. Please, please!
Jameson_Amazon
Hi @Seller_9vW7z7iS199uk,
I appreciate you reaching out about this!
When you have a moment, can you please send me your Seller Support case IDs for this? I'd be happy to take a further look into those correspondences to see how I can best help here!
Thanks so much,
Jameson
Seller_9vW7z7iS199uk
@Jameson_AmazonThank you so much for responding. This is the case id:
15611742891
Amazon has asked for a dialogue with the customer. I have contacted them, she confirmed that she thought that the date was Oct 12, 2024. The date is actually Dec 10, 2024, she didn't read the expiration date correctly. I have attached the messages, the complaint, our response to her, the root of the problem. Support just closes the case, they don't even say why they are closing the case.
Seller_dkvNFPkFjSVLg
A mod will not be able to help you, you will need to work through seller support. Be persistent and VERY CLEAR in writing.
I would add that selling a EURO product (with EURO date format) is a huge mistake on Amazon USA. Why have you not labeled these with a proper US date format expiration?
This will happen again and again as many US customers will not know to read that as a non-US format.
