Listing removed due to condition of product complaint
Ive had a listing removed today due to one customer complaint in december 18. I sell some socks, which all come packed in pairs, in sealed plastic packaging.
The customer in question complained and said the heals looked worn, and that she was not happy that she had been sent worn socks?
In all my time selling these socks Ive never heard such a thing. Regardless we put it down to possible package interference and refunded her for the socks, as well as replied to her negative feedback saying this was likely interference with the package and we were very sorry, she’d been immediately refunded, let us know if we can send you another pair, we are proud of the quality of this product. etc etc. But unsurprisingly no response,
Figured at this point there was no further action to be taken here however today we’ve had the listing removed and we have a warning on our account,
Ive sent an appeal out by email, but not really sure what else to do, the customer never provided proof, but I guess thats not important here?
Any help would be much appreciated. Id like to get the product reinstated if I can as it is a good seller and sales are down already without having 1 unverified customer complaint having the power to just block our listings,
Have since posting this received this "Hello,
We received your submission but do not have enough information to reactivate your listings at this time.
Please send an updated plan of action that explains:
– Greater detail on the root cause(s) that led to the complaints about the condition of your items.
– Greater detail on the actions you have taken to resolve the complaints about the condition of your items.
– Greater detail on 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?
–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?
–Review your communications 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.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
How do I send the required information?
Please send the above information to pq-product-review@amazon.co.uk.
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).
You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl…) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely,
Seller Performance Team
https://www.amazon.co.uk"
32 replies
Seller_r7SzViEUCuDPM
Do you fulfil your wares yourself or are you FBA?
Could it a be competitor?
In any event there are some good re-instatement appeal templates and wise folk like @Kika on here who will assist you with what should be an easy matter to resolve. Its getting a very common issue.
Seller_aM6EyM3iNnXkL
…its a little late now but this might not have been the ideal response to the negative feedback as it in some way acknowledges that the complaint could be legitimate (although obviously not)
By the by, I’m sure Kika or someone will be along to tell you how to get the product reinstated
Seller_saK5Ah2SaNYjL
We had one of these a few months ago. It was a personalised item, made to order so impossible to be used sold as new. It was listed in handmade category.
The customer was using the product incorrectly and damaged one of the parts (the lid). I sent a replacement lid but she expected a full refund and complained to Amazon that it was “used sold as new”. Maybe there are a limited number of reasons they can choose from?
I should add that the problem occurred 4 months after purchase date. She could no longer open an A-Z but I still send her the replacement lid even though I had no obligation to do so.
The ASIN got blocked. I wasn’t that bothered as it was our least popular items on the same base product. We sell over 1000 a year of this product with different designs printed on it, on different ASINs.
What made me angry was that Amazon blocked our listing with no proof whatsoever.