Product Condition Complaints - PoA

Hi,

We sell cosmetics of leading brands and have recently received a few of Used Item Sold as New complaints for a couple of our products. These claims were untrue, because all our items are completely new. We’ve sold thousands of these, but we had 3 customers who had reservations regarding product condition. Two complaints led only to a warning, but one listing was suspended. To prevent further damage to our account, we stopped selling the affected ASINs.

These defects were caused by items not having seals. We have refunded the customer and apologized to them. I can totally understand that the customer wants a sealed product, but the problem is that these products do not come sealed. You can go get them at your local Boots and they will not be sealed either.

I have sent them one PoA saying that we will make sure the items are sealed (basically seal them using our own means), but there was no response so it’s safe to assume it was rejected.

Here it is:

_'We had investigated that matter and deemed that the issue was that the product was not sealed. This led the customer to think that the product was not new. _

We are confident that this product, as well as all our XXX products, is new and authentic and have all the necessary documents to prove that. I have attached an invoice documenting our purchase of XXX.

In order to prevent future complaints, we have inspected all our stock and installed procedures to check the seal before shipping. Therefore, we are confident that from now on we will only ship sealed mascaras.’

Is there anything we could improve on? Has anyone else encountered such issue and resolved it in a different way? Perhaps somehow managed to persuade Amazon that these products do not come sealed (and even Amazon sells them unsealed)? Is that even possible?