Complaint about product condition
Hi everyone
Looking for advice about AMAZON reaction to customer complaint about product condition.
first of all I have a small business manufacturing plastic phone cases. Basically purchasing blank product and applying design to the case using sublimation process.
I have received a message from customer below:
‘’ 03-Jul-2020 15:00
Hi I received the phone case yesterday and within 24 hours, the back has multiple scratches. I can provide pictures if necessary. I don’t want to return the product as it will cause an inconvenience for me, however I would like a partial refund as I am not happy with the quality of the product.’’
My immediate response as follows:
‘’ 03-Jul-2020 15:45
I am so sorry to hear that you are not happy with the product. To be honest I am quite surprised as in 2 years that I am making these I have not received any complaints about that. They obviously will get scratched depending on how they are used but the print itself should not come off. Anyway I am able to offer 50% refund so if you are happy with that let me know and I will proceed straight away Best regards’’
Then after waking up in the morning next day I am seeing this:
''Dear Seller,
We removed some of your listings because of customer complaints about items listed at the end of this email.
Why did I receive this message?
Customers purchasing your products have complained that the items listed below appear to be used. Customers may perceive an item as used if the product has been opened, contains previous user data, or shows other signs of use such as scratches, dirt, or scuffs.
Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect. Products listed in “New” condition are expected to arrive in brand new, unopened condition with no signs of damage or wear.
Learn more about our policies in Seller Central Help:’’
How can AMAZON block a listing when the customer clearly lies to them?
There is a clear evidence that the product have not arrived damaged/scrached but it has happened after 24 hrs of use.
Is there anything I can do to appeal to AMAZON without having to create an action plan as this is clearly not needed in this case?
Thank you in advance for your help
10 replies
Seller_Rds42gzScDQFa
Welcome to the world of Amazon. This is part of the reason I have decided to let my stock run down ten I will be calling it a day.
Seller_DROodOAYHftnc
Going by similar posts on here, this seems to be happening all the time - one complaint out of sometimes hundreds of sales of the same item and Amazon remove the item - this is really bad.
In a proper shop they do not remove every item in the line just because one might have a slight flaw - it’s ridiculous.
Seller_JvIi7qQwsJOvK
Hello @Appfix_Electronics,
From the information you have posted, I understand that one of your listing has been taken down due to used sold as new complaint after the buyer used it for about 24 hours.
Please be informed that irrespective of the sales, our team will deactivate the ASIN(s) based on the buyer complaints and also give our sellers option to appeal on it.
Since you are the manufacturer of this product, I’d request you to provide any kind of supporting document for the same along with your action plan.
Our seller performance team expects that our sellers try to understand the root cause that led to this and then implement corrective and preventive measures.
- Root cause: Try and understand the “why, what, who, where and how?”
I understand that this particular item had scratches after use, so you can explain the same in your appeal for reactivation of the said ASIN.
I’d suggest that you also try and think about more root causes that could have possibly led to the buyer complaint.
You will need to review all the orders that you received on that ASIN to understand the root cause(s) correctly.
- Corrective Measures: What have you done about it?
This would only be a corrective measure but not a solution.
- Preventive Measures: How can you control it? Think long term! Do not limit your plan to issues with specific orders.
You need to be thinking about your whole inventory, not just the one order that triggered the review or buyer complaint.
Kindly elaborate on this manufacturing procedure.
Here are a few things to consider as you create your plan:
– Manufacturing: How is your quality check?
– Packaging: Is the product in its original packaging as listed on Amazon?
While you are at it, I also want you to take a look at this page: https://sellercentral.amazon.co.uk/gp/help/200339950 and show your understanding of the policy in your plan.
Once you are ready with the plan of action, send it across to our seller performance team and once they review, they will assist you accordingly.
Regards!
Ruth
