Policy Compliance
We received a complaint from a buyer that "The dress was tight in the chest area." The ASIN was then flagged under Product Policy Compliance. The ASIN has been removed. How could I restart sales for this product?
Order ID: 113-1140156-1917064
8 replies
Seller_rI7BZIczK8iAC
Amazon sent you an email saying that they removed the listing. Copy and paste it here.
Emet_Amazon
Hello @Seller_YrLrW3xqx1Tdm,
Thank you for your post.
We received a complaint from a buyer that "The dress was tight in the chest area." The ASIN was then flagged under Product Policy Compliance. The ASIN has been removed. How could I restart sales for this product?
Order ID: 113-1140156-1917064
You mentioned that this was due to a customer complaint surrounding the size or fit of the product. As a result of this, you had received a policy compliance violation. These types of situations or very commonly associated with a product condition violation. I also see you provided a related order, upon review I see this order included the ASIN ending in "RMZ3". First, can you confirm this is the involved ASIN? Additionally, have you taken the opportunity to research this situation using your voice of the customer?
Typically, when it comes to these types of complaints they appear in voice of the customer. The information provided in this section should help better identify the root cause of the issue so you and address your situation and concern. I would ask if you have not reviewed this section to do so, and follow up with additional information, including what exactly happened from your buyers perspective. This information will help in addressing the violation and being eligible for listing reactivation, but we need to ensure the situation was understood, corrected, and preventative steps put in place to prevent any new occurrences. I would also like to provide our help page on preventing product condition issues, this offers some general understanding of situations and why it occurs, along with steps you can take to prevent these situations.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_YrLrW3xqx1Tdm,
Thank you for posting your additional information and clarifying the situation.
Thank you for your answer.
Here is the ASIN and SKU: B0DHKZGGQ5, 23036-WT8.
Yes, I have checked the "Voice of the Customer." The most common problem is about size. And I have made a change about the size recently. The case ID is: ID 17741537581.
Here is the case's answer and the Voice of the Customer's situation in the attachment.
I appreciate you sharing this additional information and clarifying the ASIN. Upon review of the information provided and as you mentioned, there seems to be a concern with the sizes and expectations on how the product should fit. This is a common occurrence when there may not be enough information surrounding the size or fit of your products or if there is conflicting information that a buyer may misinterpret.
When looking at the ASIN details and images, I do see a size chart but the sizes are set to ages, length, and waist. The listing details show age 8 and also "one size". This could be something that a buyer may misinterpret. The ASIN was also listed as a "maxi ball gown", which traditionally is floor length, does your product fit the advertised description?
These situations can be addressed with a number of solutions. The first solution recommended is listing updates, since you mentioned having already attempted listing updates, what was changed, how did these changes improve your listing and description? Did you specifically identify a concern when reviewing the ASIN in question that prompted these updates?
We will ask that you submit your appeal with an explanation of what happened, and why it occurred. What you fixed in your listing, and how you will prevent these types of scenarios moving forward.
If you have an appeal or explanation written up, you are welcome to provide it here for review or feedback on any improvements or suggestions. If you encounter any issues with listing updates, I would also suggest to review an alternative option, using an inventory file.
As a final note, I do see the case: 17741537581 does reference "missing item". Per the information I was able to find, I do not see a customer concern surrounding a missing item. I would primarily focus on the concerns mentioned in your notice, account health dashboard and voice of the customer. If your appeal is being rejected with a request for "missing items" please follow up so I can work with our teams on reviewing your appeal.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet
Emet_Amazon
Hello @Seller_YrLrW3xqx1Tdm,
Thank you for following up on the situation.
You advised this was specifically driven by customers reporting too large or too small, although I cannot "tell" you want to do, I would strongly suggest working with your manufacturer, or personally measuring the physical products and developing a new accurate size chart that provides more transparency to your buyers. We do also offer a few suggestions on improvements as seen in our help page for improving size chart images. There is also a self-service guide along with a video for more guidance and information to help improve your size charts.
Once you identify areas of opportunity you and continue to update the listing and provide your resolutions to resolve the situation. The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
