PoA - Used sold as new? And not as described
Not a great deal of info in the notification! My only thoughts could be that someone has worn some of our boots and sent them back! Other is a hat and a dog coat that are not as described, I’m really not sure what to do here @Kika any help would be massively appreciated!
We removed some of your listings because of buyer complaints that these items did not accurately match the condition or description mentioned in the product detail page. The listings we removed are at the bottom of this message.
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Complaint type: NOT AS ADVERTISED
ASIN: B06XKSZ5Y7,B07BF6SWLC,B01GGA3HH0
Complaint type: USED SOLD AS NEW
ASIN: B07BF4Q1VL
Sincerely,
Seller Performance Team
https://www.amazon.co.uk
3 replies
Seller_EJIX7rqDNQJi2
I agree, the issue was most likely caused by Amazon putting opened customer returns back to your sellable inventory, without properly checking the condition of the merchadise.
To appeal, you will need to create a removal order for the products with complaints and then put stickers on the packaging, stating that the items can not be put back into your inventory if the seal/sticker is broken.
Were the items also FBA? “Not As Advertised” complaints aren’t much different than the “Used Sold As New” ones. You should definitely make some updates to the listings by adding more pictures or details.
Here is my detailed guide, describing how to appeal Customer Product Condition Complaints:
Seller_Zl4t3wrkSGi8T
Thanks Kika,
Just putting together a plan now.
So far, one of the items - I hadn’t put a full description of the fabric content of the cap, pleading ignorance for that one.
A complaint on a pair of boots - The customer has said hes disappointed that the boots are not made in the UK as described - There’s no mention of them being made in UK anywhere on the listing!
Complaint about the dog coat - No comment left, genuinely have no idea what could be the problem other than the customer fancied a free return. Its a waterproof waxed dog coat with no discernable features to inaccurately describe
Another boot complaint - Customer states he received a different pair to what was pictured, I’ve pulled stock out to investigate, may have been a supplier/warehouse labelling mistake
Seller_Zl4t3wrkSGi8T
Dear Seller Performance Team,
I would like to appeal my suspension of several ASINS from our recent performance notification for seller account Fenside Outdoors Ltd. I understand these complaints are taken seriously and would like to offer my plan of action in addressing these issues.
ASIN: xxxxx
What Caused The Complaints:
A vague and potentially misleading description of the wool content of this item was posted, rather than showing the full fabric mix.
What I Have Done To Remedy The Situation:
The product page information for this item has been updated to reflect the accurate fabric content. As a result, no further complaints should be made.
ASIN xxx
What Caused The Complaints:
A customer has mentioned that the boots are not made in the UK
What Have I Done To Remedy The Situation
Although we did not stipulate that the boots were made in UK in the item description, the country of origin has been updated to reflect they are Indian made. No further complaints should arise.
ASIN xxxx
What Caused The Complaints
We are unsure at this stage, as no comment was left by the customer. The return rate on these items can be significantly high due to customers being unsure on how to measure their dog, this could potentially be why
What Have I Done To Remedy The Situation
- I have removed all stock from this ASIN, once it arrives everything will be checked for defects
- I have uploaded an image guide to show customers how to accurately measure their dog so they can decide on the best size to reduce return rates
No further complaints should arise pertaining to this ASIN
ASIN xxxx
What Caused the Complaints:
A customer states he received a different pair of boots to what was pictured
What Have I Done To Remedy The Situation
- All stock from this ASIN has been pulled from FBA. Once we receive them, I will investigate
- The product may have been mis-labeled or had the wrong box.
In future, all footwear is to be checked before being labelled to ensure the correct product is being sent. This will not happen again.
