CASE ID: 15380133771
Hi Amazon,
Hope you guys doing good;
The Problem 01:
Recently we shipped 40 single units of an asin, Amazon closed shipment, stating we shipped 07 extra units, stating counted and confirmed, we acknowledged this although we are absolutely sure we didn't ship extra 07 single units, our supplier invoice proves, our shipping details proves it but since once you get 'counted and confirmed' that leaves little for seller to say or claim otherwise and besides we are working on very tight margin in this asin so we thought, okay good, acknowledged.
We pay Amazon for labeling our units, Amazon charges us $0.55 per unit to label single unit and we do fba only on our seller account.
We supply this item from a supplier, who solely deals in Minn Kota marine products, nothing else.
The Problem 02:
As that inventory went live, we received two wrong product complaints from a single customer, Amazon notified us that our listing is at risk of removal, so we shipped back all the remaining units to where they came from (to our supplier), it was first time we faced such an issue, we thought maybe there is something wrong with the product size, but later when we checked it was entirely a different product wrong product complaint, a gardening tool.
Our supplier received all the units shipped back, shared with us pictures and there it was, a gardening tool in one shipment as claimed by the customer.
Amazon customer who made wrong product complaint two times, stated (in Voice of Customer): "This is now the second time the wrong item was delivered. The Minn Kota part number on the package is correct but the actual item is a hand-held garden rake and not a nylon hold down strap."
The Explanation:
Now consider the following facts
1. Our supplier (for this product/asin) only and only deals in Minn Kota parts, products, marine products not in gardening items. It is logical to say that it is impossible for a gardening tool being end up in their warehouse when they don't deal in such items in the first place.
2. We have sold this item for almost 9 months, never received wrong product complaint ever, not even for entire list of items on our store, so why would we do such a thing ?, clearly we didn't nor intend to do such a thing.
3. We pay Amazon to label our items, yes all of our items are labeled by Amazon for a fee of $0.55 per unit. so it is impossible that Amazon will just put two entirely different items under one asin unless its by mistake, which is more likely since they claimed we shipped extra 07 units. It is more plausible explanation of the wrong item violation and the customer complaining the wrong item also stated in voice of customer that: ...the Minn Kota part number on the package is correct but the actual item is a hand-held garden rake and not a nylon hold down strap..., it means Amazon while preparing our single unit for sale, by labeling it, mistakenly labeled some other seller package (or 07 packages here) as ours, consequently resulting in 07 extra units shipped and wrong product complaint, keep in mind that sizes of both items are almost same.
4. No sane person would want to put his Amazon business at risk by sending wrong products. We are all here for making money, adding value, not to lose money, putting our business at risk. So how did this item get into our inventory ? (Point no. 3 makes more sense)
5. We never have dealt in gardening items nor dealing right now and have no plans to deal in gardening items in the future, so how did this item get into our inventory ? (again point no. 3 makes more sense).
The Outcome:
We submitted appeal explaining the whole thing along these lines, along with relevant documents like invoice, shipping details, pictures of items being shipped back with Amazon shipping labels, fnsku labels on it and still Amazon rejected our appeal asking for more details.
Here is what Amazon stated in their rejection of our appeal:
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Hello Trade Master****,
We reviewed the information you provided but do not have enough information to address the issues with your listings at this time.
Please submit an updated dispute on your Account Health page that provides the following:
-- Greater detail about or proof of the customer purchase or usage error, that you believe caused the policy violation. Provide proof of this error by attaching any communications between you or your business and the customer.
-- Greater detail about or proof of the customer complaint error or customer misunderstanding, that you believe caused the policy violation. Provide proof of this error by attaching any communications between you or your business and the customer.
-- Greater detail about or proof that the removal of your ASIN was done in error due to other causes. Provide proof of this error by attaching any documents that support your dispute. Note that we no longer accept Plan of Action (POA) documents for appealing or disputing product condition customer complaints.
-- Greater detail about or proof that Amazon has determined that the cause of the product complaints was due to issues pertaining to the FBA service . Provide the case ID for a resolved FBA inventory check.
-- Greater detail about or proof that Amazon has determined that the cause of the product complaints was due to issues pertaining to the Amazon Easy Ship service. Please provide the case ID for a resolved SAFE-T claim.
-- Proof from any additional transactions where your customers admitted their complaint, purchase, or usage errors that you believe caused the policy violation. If you do not have additional evidence to dispute these complaints, you can acknowledge the violation.
If submitting an updated dispute:
-- Review your communications from buyers to better understand the reason for the customer complaints.
-- Be clear, concise, and as specific as possible. Focus on the facts and events that led to the issue rather than providing an introduction of your product, business, or customer.
-- Consider the following questions:
--> Sourcing: Are you sourcing the product from a trusted supplier that sells items in new condition?
--> Listing: Is the product accurately described on Amazon? Have you ensured that the product detail page has all the relevant customer information?
--> Labeling: Are you following Amazon policy regarding labeling requirements? For example, are you specifying date type such as, manufacturing, production, or expiry, and presenting the information in a clear way?
--> 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? Are you ensuring product has sufficient shelf life before shipping?
How do I send the required information?
You can submit this information by clicking "Submit new information" next to the deactivated listing on your "Account Health" page in Seller Central:
https://sellercentral.amazon.com/performance/account/health/product-policies?t=auth
What happens if I do not submit the required information?
If you do not send the requested information, your listings will remain deactivated.
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The Ultimate Question?:
Now how do we solve this situation ?, we can acknowledge it and the violation will go away but we came to know that if you haven't done a violation, you should never acknowledge it as Amazon algo and its employees use these acknowledgements against you in future violation and for this reason we are disputing it because we didn't do any violation, so how do we do it ? how do we remove it ?
Thank you Amazon and everyone for reading this long post.
