Help POA selling new as used

Could someone with POA Used Sold as New experience please help us? We have just been hit with one and are trying our best to get our listing back online as its the only one that’s generating decent sales to keep us afloat. It just had to happen at a time like this during the COVID situation.

We have submitted our appeal twice and came back denied and for the third time we thought we dig a lot deeper at looked at every aspect what they are asking and have created a full in-depth response, however, within 5mins of submission it came back denied. It’s a little frustrating and we just don’t know what is wrong with our submission.

The issue is from a customer who had complained that the item they received (acetone) was 3/4 full) and they believed that it was opened and was under the impression that we had sold them a used item when it may have been a missing seal that caused the acetone to leak.

Our submissions for the POA goes like this:

–The issue(s) that you believe caused the complaints about the condition of your items.

We have carried out a thorough check of every aspect of our account for the ASIN B082D6Y39G, including feedbacks, product descriptions, and messages from customers and have determined that the complaints were caused by an item arriving as appeared to be used and not in a brand new condition or the item may have gave the impression that the product was not new. This is because the seal supplied within the cap was missing and allowed the liquid to leak out of the cap during transit as a result the bottle was not full which gave the customer the impression that the product is second hand not brand new.

On the basis of the customers complaint, we have identified the following:

• We did not perform a proper inspection of the item by checking the seals are intact before it was dispatched to the customer.
• We did not put enough safety packaging to prevent any damage to the item in transit.
• We did not take appropriate action to resolve customers requests/inquiries.

–The actions that you have taken to resolve the issue(s) that caused the complaints about the condition of your items.

The actions that we have taken to resolve the issues are:

• We have accepted all returns, refunds or replacement of the item, if they have been requested by the customer.

• We have read all the policies in seller central help to ensure we are fully compliant.
We have also bookmarked the links so that we can constantly monitor any changes that we need to follow.

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

• We have added additional polystyrene foam inside the box in addition to the bubble wrap to prevent any movement within the box during transit.

• We have checked our entire warehouse stock (not just the products that have complaints) to ensure that they are in 100% perfect condition and exactly as described in the listing.

• We have discarded any damaged items and packaging to prevent future complaints from customers.

• Where necessary we have attached silver security seals on the products so that when the customer receives it they are assured 100% that it is brand new.

–The steps that you have taken to prevent future complaints about the condition of your items?

• We will continuously check our items in the warehouse on a frequent basis so that we are certain they are in new condition and if there is any damaged packing on the items we will discard so that we comply with the product description

• We will security tag items so that it is clear to the customer the item is new and has never been opened.

• We will continuously look at better ways of securing the items in the box to prevent the possibility of items getting damaged during transit.

• We will discard any items that are returned to us and not resell them. Our policies are that we do not sell any used or return items in any way.

• We do source our products from trusted suppliers, their details are as follows:-

Address: XXXXX

Tel: XX
Web: https://www.xxxx.co.uk/
Please find copies of invoices attached in PDF