Return Reasons "Incompatible or not useful for intended purpose" results in listings being removed by Amazon
Can anybody help?
Every return request for the above reason results in listing being removed by Amazon for allegedly selling our items as USED?! We do not sell used items!!!
We’ve been selling on Amazon for 7 years and had many returns before for that reason but never Amazon removed the listings. Since January 2020, we had 3 various listings removed and POA submitted! What’s happening? Why is this happening?
These are listings that sold in 100s and 1 return requests results in being removed.
“Incompatible or not useful for intended purpose” - does it not mean that the customer changed his mind or decided that the item will not be useful for him? Why does Amazon’s algorithm think it’s our fault and removes the listings?
PLEASE HELP
49 replies
Seller_lljyzgTxr5fgI
There is obviously something happening here which leads a customer to think the product they are receiving is in used condition, not new. Without knowing what the product is, it is hard to speculate. However, perhaps you can look at your product and try and work out why somebody would think it is not new. Is it a packaging problem, eg is the packaging getting damaged. Is there no packaging at all? Is the product being damaged in transit? etc etc. In other words, are you able to determine why the algorithms are picking you out?
Seller_sFEUMUfeW5484
This is the most common reason for return we see, it doesn’t have the effeect that you are experiencing though on our listings.
Could it be a coincidence maybe. Nothing (and I mean NOTHING) surprises me with Amazon these days though.
Seller_KKcTTZzy6Jd6Q
Listings being closed for selling used items are usually triggered by comments the customer has made directly to Amazon support and/or through product reviews or seller feedback, as such the return reasons are unrelated.
basically this, it’s probably a coincidence.
Seller_xUKHc5xSYJmI4
I understand this where a customer has ordered an item which incompatible for the intended purchase " Meaning the customer has ordered the wrong item " comments are usually optional.
Also it could be they ordered the wrong size, wrong colour, wrong part, does not fit their appliance, or failed to read the description before purchasing.
I would have thought the correct menu selection would be " Not as described " if it is used item sold as new.
Seller_QbuIcSViMQIS0
We had the same thing happen on two listings, we appealed the first and got the listing back up again , the second appeal is ongoing as we continually get emails saying the email address we are sending the appeal from is not registered with seller central, even though the first appeal was sent from same email, amazon have no idea what they are doing, for the record our appeal was along the lines of saying that the only reason we could think of as to why customer may feel item was used and sold as new was, parcels being damaged whilst in transit, we said to amazon that we had upgraded packing materials , extra bubble wrap etc, basically gave them a plan of action to prevent this in future and so far the first listing is live …getting nowhere fast with the second!!!
Seller_yvmMCJG6r23Pc
When a customer wants to return something, they have to choose from a list - but then depending on which one you select, Amazon tells you if you have to pay for the return postage. Obviously, most customers choose one that means they don’t have to pay (this being one of them) - even if it isn’t the real reason.
I’ve had an incident where a customer has deliberately damaged the product so that can return for a change of mind for free - by stating there is an issue. Fortunately this customer only made a pencil mark on the bottom (wasn’t there on sending - it was sealed and new). The system is. as ever with Amazon, badly thought through and making life less fair for sellers.
To hear that they are now punishing you for their flawed system is disappointing. My sympathies to you.
Seller_j23Fsv1x8xcQq
We have had the same issue “used sold as new” being the reason for listings being closed and we also do not sell used items.
I wonder whether the customer randomly picks a reason on a drop down menu and does not realise the consequences for the seller…
Seller_IwweoP9xXVR2P
Hello @Curzatwarz,
From your post, I understand that you need suggestion in creating a plan of action against listing marked as “used”.
I would agree with @ Retro_Emporium on his suggestion
I would recommend to investigate what is leading to this situation that customers feel the items aren’t new. This will help you to understand the root cause and you will be able resolve the issue happening and then you can provide a strong plan of action on your account.
Also as you mentioned you are not listing items in used condition, it will be helpful if you can provide invoices to prove that these are new products along with your plan of action. The invoices must meet the following criteria to be considered as valid:
- Dated within the last one year.
- Your supplier and your information must be clear.
- The quantity on the invoice must justify the sales you’ve had within the last one year for the ASIN(s) in question.
- If you wish, you can blur out the pricing info as it is not required.
- The documents must be unedited and legit.
If the invoices aren’t accepted, you will be notified with the reason for it. In such cases, an authorization letter from your supplier or manufacturer can be accepted. If you are unable to provide the invoices please mention your reasons in plan of action. A plan of action must contain clear and concise answers for the below questions.
What was the root cause that led to the issue? Like you mentioned:
- Is your packaging good enough and is a quality check done before it is dispatched?
- Does your product description accurately describe the details of the product and it’s functionalities?
- Why do you think the buyers complained that the products were not intended for use?
What actions will you or have you taken to resolve the issue?
- Provide an explanation about what were your immediate steps when you received a notification.
- The changes you could make at that point.
What steps will you take to prevent future issues?
- If the root cause if related to product description or quality, what steps will you be implementing to control this?
- If you feel that these complaints weren’t valid, provided proofs to support your claim.
Once you send these details, our seller performance team will review and help in resolving the issue.
All the best!
Elena
