customer misunderstand manufacture date as expiration
Hello!
Amazon closed our listing for an expiration complaint by a customer.
The item was one of our best-selling and it is a cosmetic product that does not have an expiration date it has a 12-month PAO symbol as per the regulations.
The product has a manufacture date and the customer says "Makeup EXPIRED in February •. I want this product if it is NOT expired or expiring in the next 3 months."
Which is clearly wrong. I tried many ways (with asking account health support) but appeals kept rejecting.
I made 3-4 phone calls and also requested Bin check for 2 times and FBA teams said we could not identify expired products all items were in sellable contition.
I am stuck with it and one of our best-selling items is closed.
Product have explanation on the bullet point also about usage period and manufacture date.
Getting automatic rejection messages and do not know how to deal.
In my last appeal I clearly showed product photos which have manufacture date and 12 PAO symbol...
We are also brand owner and items are protected by Transparency.
What should I do?
8 replies
Remy_Amazon
Hello @Seller_idMt7ivACY6Ji,
Thank you for reaching out to the forums community for assistance with an expired complaint.
I made 3-4 phone calls and also requested Bin check for 2 times and FBA teams said we could not identify expired products all items were in sellable contition.
I am stuck with it and one of our best-selling items is closed.
Product have explanation on the bullet point also about usage period and manufacture date.
Getting automatic rejection messages and do not know how to deal.
I can hear how much effort you've put into seeking help, and it must be really discouraging to have to explain your situation multiple times to different teams. I'd really like to help you understand what might be happening with the appeals and work together to find a path forward.
As your product is a cosmetic with a period after opening (PAO) symbol, this would be considered an expiration-dated product per our expiration attribute policy. Depending on how you fulfill the item, you will want to review either the expiration dates on FBA products or expiration dates on seller-fulfilled products policy. FBA products will have specific fulfillment center shelf life that will also need to be reviewed. Have you ensured that all of your current inventory meets the expectations per the policies mentioned?
Based on the complaint you've shared; it appears the buyer is under the impression the product expired in February. Why do you think this is? Is the expiration information clearly visible on the product or packaging? Does the customer know how to identify and review the expiration date? If the information is not easy to find, have you made updates to your listing or packaging to explain this?
You share you've been unsuccessful in your appeals. Can you please provide us a Case ID that gives the details of your appeals so I can partner with our teams to better assist you?
For now, please use the guidance provided to investigate your issue further and determine which appeal path is best. I will be monitoring this thread for further information. The forums community and I are here to support you.
Thanks,
Remy
