FBA Product Condition Complaint Listing Deactivated

Experienced seller but stumped on this one, we received a condition complaint (Used product sold as new) for a product which is FBA. We have had the listing removed.

It is a consumable product so obviously send it to Amazon new and we currently have 1200+ stock at Amazon so I am assuming that Amazon resold a return. The product is individually labelled by us so zero chance we inadvertently supplied a used product.

We have not received any customer messages, A-Z claims or feedback about this product since it is FBA, therefore it is impossible to come up with a POA to address a complaint we have not received or investigate its route cause.

The appeal form and the messages basically forces you to accept fault which I’m not happy about. If we can’t get it relisted our only recourse is to remove the stock but this will cost £1200.

Despite pointing all this out and asking them to check the condition of the stock which is now stranded I am getting the auto generated rejections.

Below are is the initial message plus the responses we have received. I would appreciate some advice on 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:

• Condition Guidelines (https://sellercentral-europe.amazon.com/gp/help/200339950)
• Product Detail Page Rules (https://sellercentral-europe.amazon.com/gp/help/200390640)
• Prohibited Seller Activities and Actions (https://sellercentral-europe.amazon.com/gp/help/200386250)

How do I reactivate my listings?
To reactivate your listings, please provide us the following information:

1. A plan of action that identifies:

• The issue(s) that led to the complaints about the product condition or description of your items.
• The steps you have taken to prevent future complaints about the condition of your items.Here are a few things to consider as you create your plan:
• Sourcing: Are you sourcing the product from a trusted supplier that sells items in condition?
• Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
• Packaging: Is the product in its original manufacturer 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, and will not be damaged when shipped?
• Review your communications, reviews, and feedback from buyers to better understand the issues.
• Be as specific as possible in your plan.
• Do not limit your plan to issues with specific orders.

2. Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below:

• These documents should reflect your sales volume on Amazon during the last 365 days.
• Please include contact information for your supplier, including name, phone number, address, and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.
• You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

How do I send the required information?
To send us the required information, please visit your Account Health Dashboard (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) in Seller Central and click on the appeal link next to the impacted ASIN.

What happens if I do not send the requested information?
If we do not receive the requested information your listings will remain deactivated. If we receive additional complaints about your listings, we may deactivate your Amazon seller account.

We’re here to help
You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560).

Thank you,
Amazon

Dear seller,

We received your submission but do not have enough information to address the issues with your listings at this time.

The issue you selected does not address the customer complaints regarding your items. Please select a different issue when you submit your appeal.

Please provide greater detail on the steps you have taken to prevent future complaints about the condition of your items.

To help you create your plan and to provide a better understanding of why customers may have perceived your products as used, we have included summaries of the customer complaints about your items below:

Customers complained that the item arrived with a missing or broken seal, or without a protective covering.

Here are a few things to consider as you create your plan:
– 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 there is no ambiguity and the customer is well informed?
– 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, and will not be damaged when shipped?
– Review your communications, reviews, and feedback from buyers to better understand the issues.
– Be as specific as possible in your plan.
– Do not limit your plan to issues with specific orders.

Please also send copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below
–These documents should reflect your sales volume on Amazon during the last 365 days.
–Invoice date (must be issued in the last 365 days and before 3/02/2021)
–Please include contact information for your supplier, including name, phone number, address, and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.
–You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

Hello,

We received your submission but do not have enough information to reactivate your listings at this time.

Why did I receive this message?
You have not sent us sufficient information that we previously requested from you. We requested this information to address the complaints that your item appears to be used.

For privacy reasons, we do not provide details about our investigation methods.

What happens now?
Your listings will remain deactivated and we may not respond to further emails about this issue. If we receive more complaints about your listings, we may deactivate your Amazon seller account.

You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.co.uk.

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Complaint type: USED SOLD AS NEW