"Please review your listings" email - how worried should I be?
Hi,
I’ve just received an email from Amazon saying that they’ve received buyer complaints about my best selling ASIN that is defective or does not work as intended. I manufacture this ASIN and am the only seller of it.
I’ve been selling this ASIN for about 5 years, it has 4,800 reviews with an overall star rating of 4.6%. I’ve not changed anything about it and offer a 5 year warranty on it.
The NCX rating is good with an NCX of 0.95% on 800+ orders. This is probably a bit higher than normal but does vary a bit. It’s normally either Excellent or Good.
I’ve received a strike in the Product Condition Customer Complaints section of the Account Health page, it says that the listing is at risk of removal but that this has had no effect on my Account Health Rating. The email says that I am at risk of the listing being removed if I receive any further defective complaints.
The customer complaint summary on this Product Condition Customer Complaints page says “doesn’t work as intended”. The only recent customer feedback I’ve got on the returns is “missing part”. This ASIN is in two parts with one cable tied to another with an extremely strong cable tie. Despite this, very occasionally this still manages to become detached whilst passing through the fulfillment centre but this is extremely rare since I upped the strength of the cable tie years ago.
I can submit an appeal to this complaint but have no idea what to say as the complaint summary is so vague, I’ve got no idea what to address. My star rating is better than any of my competitors selling similar products. I think I can request a callback from the account health team too.
Has anyone got any experience of this? What should I do?
0 replies
Seller_n3kq7gcIclCDM
I just clicked on the submit appeal button to see what it says and it seems that once I acknowledge the complaints and confirm that I will monitor the root cause of the complaint, ensure I’m shipping the correct products etc, then the violation will be removed (although they will take it into consideration if I get more).
I’ll do this but will wait for advice on here first. I might request a callback from the account health team tomorrow to to see if there are any other ways I can avoid this from happening in the future also.
"Please review your listings" email - how worried should I be?
Hi,
I’ve just received an email from Amazon saying that they’ve received buyer complaints about my best selling ASIN that is defective or does not work as intended. I manufacture this ASIN and am the only seller of it.
I’ve been selling this ASIN for about 5 years, it has 4,800 reviews with an overall star rating of 4.6%. I’ve not changed anything about it and offer a 5 year warranty on it.
The NCX rating is good with an NCX of 0.95% on 800+ orders. This is probably a bit higher than normal but does vary a bit. It’s normally either Excellent or Good.
I’ve received a strike in the Product Condition Customer Complaints section of the Account Health page, it says that the listing is at risk of removal but that this has had no effect on my Account Health Rating. The email says that I am at risk of the listing being removed if I receive any further defective complaints.
The customer complaint summary on this Product Condition Customer Complaints page says “doesn’t work as intended”. The only recent customer feedback I’ve got on the returns is “missing part”. This ASIN is in two parts with one cable tied to another with an extremely strong cable tie. Despite this, very occasionally this still manages to become detached whilst passing through the fulfillment centre but this is extremely rare since I upped the strength of the cable tie years ago.
I can submit an appeal to this complaint but have no idea what to say as the complaint summary is so vague, I’ve got no idea what to address. My star rating is better than any of my competitors selling similar products. I think I can request a callback from the account health team too.
Has anyone got any experience of this? What should I do?
"Please review your listings" email - how worried should I be?
Hi,
I’ve just received an email from Amazon saying that they’ve received buyer complaints about my best selling ASIN that is defective or does not work as intended. I manufacture this ASIN and am the only seller of it.
I’ve been selling this ASIN for about 5 years, it has 4,800 reviews with an overall star rating of 4.6%. I’ve not changed anything about it and offer a 5 year warranty on it.
The NCX rating is good with an NCX of 0.95% on 800+ orders. This is probably a bit higher than normal but does vary a bit. It’s normally either Excellent or Good.
I’ve received a strike in the Product Condition Customer Complaints section of the Account Health page, it says that the listing is at risk of removal but that this has had no effect on my Account Health Rating. The email says that I am at risk of the listing being removed if I receive any further defective complaints.
The customer complaint summary on this Product Condition Customer Complaints page says “doesn’t work as intended”. The only recent customer feedback I’ve got on the returns is “missing part”. This ASIN is in two parts with one cable tied to another with an extremely strong cable tie. Despite this, very occasionally this still manages to become detached whilst passing through the fulfillment centre but this is extremely rare since I upped the strength of the cable tie years ago.
I can submit an appeal to this complaint but have no idea what to say as the complaint summary is so vague, I’ve got no idea what to address. My star rating is better than any of my competitors selling similar products. I think I can request a callback from the account health team too.
Has anyone got any experience of this? What should I do?
0 replies
0 replies
Seller_n3kq7gcIclCDM
I just clicked on the submit appeal button to see what it says and it seems that once I acknowledge the complaints and confirm that I will monitor the root cause of the complaint, ensure I’m shipping the correct products etc, then the violation will be removed (although they will take it into consideration if I get more).
I’ll do this but will wait for advice on here first. I might request a callback from the account health team tomorrow to to see if there are any other ways I can avoid this from happening in the future also.
Seller_n3kq7gcIclCDM
I just clicked on the submit appeal button to see what it says and it seems that once I acknowledge the complaints and confirm that I will monitor the root cause of the complaint, ensure I’m shipping the correct products etc, then the violation will be removed (although they will take it into consideration if I get more).
I’ll do this but will wait for advice on here first. I might request a callback from the account health team tomorrow to to see if there are any other ways I can avoid this from happening in the future also.
Seller_n3kq7gcIclCDM
I just clicked on the submit appeal button to see what it says and it seems that once I acknowledge the complaints and confirm that I will monitor the root cause of the complaint, ensure I’m shipping the correct products etc, then the violation will be removed (although they will take it into consideration if I get more).
I’ll do this but will wait for advice on here first. I might request a callback from the account health team tomorrow to to see if there are any other ways I can avoid this from happening in the future also.
