Advice Needed: Complaint - Safety Concern


#1

We’re an FBA Seller, no private label products, and over the weekend we received the following complaint:

"Hello,

We have removed your listing below because of a complaint from a customer about the safety of the item. Your listing will remain inactive until we can work with you to resolve the concern.

Complaint Type ASIN Title Additional Information
Safety Concern B00BMRA7MQ Shiseido/Bio-Performance Super Corrective Eye Cream 0.52 Oz (15 Ml)

If you would like the listing to be reinstated, email your plan of action to safety-policy@amazon.com and include the following information:

Identify the cause of the safety complaint
Provide steps you have taken to resolve the issue and prevent similar issues going forward"

This is the first safety complaint we’ve ever received and as the initial email did not state the reason for the safety complaint, we responded to the email by asking for the basis of the safety complaint, as we have no negative feedback pertaining to this ASIN and the product page has no recent negative reviews.

Amazon then responded with the following:

"Hello,

The plan you provided does not identify:

– The cause of the safety complaint included below.
– Steps taken to prevent such complaints in the future

Safety Complaint: This item appears to be used and is not new. the product packaging was crumbled. The bottle did not have the seal of a new products. the bottle has oily fingerprints on it. Unacceptable.
ASIN: B00BMRA7MQ

To be sufficient your plan must:
–Identify the issue that caused the complaint.
–Describe the steps you have taken to resolve the complaint.
–Describe in detail how you will prevent similar complaints."

Furthermore, to makes things more interesting, we received a refund initiated email for this ASIN only 2 hours prior to receiving the first complaint email, however the refund reason states “order not received.” So to us, seeing as we have pictures of every item shipped to Amazon, none of which show “the product packaging was crumbled”, either the buyer is lying or, most likely, being that the inventory is commingled, the buyer may have received an item another seller sent in.

At this point, what is the best way to proceed in resolving this complaint?

Thank you in advance!


#2

First, get rid of your setting, for commingled inventory. You are asking for trouble, when you commingle products, since you have no idea, what the next guy, is sending in.

If you hadn’t commingled, it would be easy to ask for a bin-check or to recall the inventory to check it yourself.

Since you have no idea, whose item it was, one of the points you can use, is that you will turn off commingling, of the product, to avoid these problems, in the future.


#3

Where is the commingling setting for inventory?


#4

@Rushdie, thank you for your input. I’ve read other threads with your advice, so I’m glad you chimed in.

Based on your experience, would it be best to essentially accept guilt (since there’s no way to know who sent in what) and inform Amazon that we will not be commingling our inventory going forward OR do we wait for the product to be returned by the customer, place a removal order, and determine if in fact it is damaged/used? What bothers me is that the buyer stated that the product was not received, yet filed a safety complaint…it just doesn’t add up.


#5

As others have said, you would do well to not commingle anything. Even if not commingled, Amazon will sometimes commingle anyway. And even if it is really not commingled, there could be a return that Amazon put back into stock and sold again after failing to see that it was not sellable.


#6

The type of FBA label you choose determines whether your products are commingled or not.


#7

When you send in inventory you choose Amazon barcode instead of manufacturer barcode. It keeps your products separate as that barcode is your unique product identifier.


#8

Amazon denied our plan of action, outlined below:

"Good afternoon,

Below is our plan of action in regard to the safety complaint received for ASIN B00BMRA7MQ:

  1. Identify the issue that caused the complaint

The buyer states that “the product packaging was crumbled. The bottle did not have the seal of a new products. the bottle has oily fingerprints on it.” This is completely unacceptable for any buyer to receive a product that is advertised as new, but the condition does not meet that standard. We have shipped to Amazon and sold multiple units of this ASIN, however this is the first safety complaint we have received, for any product. Since this product was commingled, there is no way to know which seller sent in exactly which product. However, we have attached two pre-shipment pictures of this ASIN as an example of the quality of product that was shipped to Amazon.

  1. Describe the steps you have taken to resolve the complaint

Being that this product was FBA, the customer has been issued a full refund by Amazon. However, being that the product was commingled, moving forward we will no longer commingle this ASIN to avoid this situation in the future.

  1. Describe in detail how you will prevent similar complaints

Since we have no idea whose item it was, we will turn off commingling of the product to avoid these problems in the future.

We respectfully request that, ASIN: B00BMRA7MQ, Shiseido/Bio-Performance Super Corrective Eye Cream 0.52 Oz (15 Ml), be reinstated. Please let us know if any further information is required."

Amazon states that we did not identify:

– The cause of the safety complaints included below.
– Steps taken to prevent such complaints in the future

In addition, we sent in pictures with our plan of action of each item we sent in FBA under that ASIN. We would greatly appreciate any help in getting this matter resolved. Thank you in advance!


#9

Amazon is right …

  • First you restated what the buyer said … added some fluff statements and then don’t address the actual question. What is the issue that caused the complaint?

  • You basically state you took 1 step to resolve the complaint

  • You believe turning off commingling solves everything

Step back and take a close look at what you sent …

Amazon wants you to inspect all aspects of the fulfillment of an order, from beginning to end, to show buyers will not have issues with your products again.

This section from Authentic Complaints Suspensions should help you …

    Here are a few things to consider as you work on resolving this:

    –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?

Put some of these into you plan … Safety Complaints aren’t all that hard to appeal.

Rewrite and post.


#10

You can still ask for a bin check on co-mingled.

I would in this case.

Make sure you have all the proper documents ready.


#11

The co-mingling option comes up in the screen when you are trying to send in inventory. You will be prompted to pick either Amazon SKU or Manufacturer’s UPC.

Going from co-mingling to stickered or vice versa requires a new SKU.


#12

You got caught by a returned item that Amazon put back on the shelf. Same thing happened to us. Now we have two products that we are permabanned from ever selling on Amazon.


#13

Amazon want that your item should have 2 safety seal for this type of product. You should poly bag it and should be temper proof. In case some body used it and send it back to amazon the receiving person will know that item was used. I have a similar situation last year with one type of cream which does not have inside temper seal. So we have to poly bag it and problem was solved. Also accept your guilt as rushdie said . Hope this will help.


#14

thats easy…contact the manufacturer and ask for a copy of the the Safety Data Sheet…very common…no worries


#15

@Oneida_Books thank you for your response. I have seen other threads that you have started or commented within, so I appreciate you providing your input and advice. What’s frustrating with this process is that we had a limited number of this ASIN and have pictures of each one that we sent in, none of which were damaged or previously opened/used. So when we responded stating that we’d no longer commingle, from our standpoint this would resolve this type of issue in the future because we have photographic proof that the items had not been tampered with. However, we now know that’s not enough for Amazon and that we essentially need to plead guilty, resolve the complaint, and move on.

"Plan of Action:

Below is our plan of action in regard to the safety complaint received for ASIN B00BMRA7MQ:

1.Identify the issue that caused the complaint:

The safety complaint mentions that the product packaging was crumbled, indicating that the item was not properly packed upon shipping to an Amazon warehouse. In addition, the buyer mentions that the product itself had fingerprints, indicating that the item may have been tempered with. Both of these issues made it past our current quality assurance measures.

2.Describe the steps you have taken to resolve the complaint

Although the order was FBA, and the customer was issued a full refund, we have also contacted our supplier to notify them that the product may have been tempered with or not properly sealed during manufacturing.

3.Describe in detail how you will prevent similar complaints

In order to prevent similar complaints in the future, we have taken the following steps:

a) Added an additional step to our quality assurance and inspection procedures to double check for signs of tempering.

b) Refined our packaging process to ensure products arrive in the condition in which they were sent.

c) Will no longer commingle our inventory to ensure that our products are trackable and traceable.

In addition to the plan of action above, we have attached pre-shipment pictures of this ASIN as an example of the quality of product that was shipped to Amazon.

We respectfully request that, ASIN: B00BMRA7MQ, Shiseido/Bio-Performance Super Corrective Eye Cream 0.52 Oz (15 Ml), be reinstated. Please let us know if any further information is required."

Any comments or suggestions would be much appreciated. Thank you in advance!


#16

We are out of stock of this product, so a bin check would unfortunately not help us.


#17

Do you have any more in your location?

Are you planning on carrying more?


#18

However there are other people probably co-mingling, so it would benefit to have the co-mingled checked anyways.


#19

We just got the same sort of notice - for a pair of shorts.
Let’s see - no sharp edges, nothing that can be swallowed, no chemicals, nothing at all which can cause a safety hazard.
I’m thinking that Amazon has expanded their teams covering these issues, and has gotten more aggressive in trying to deal with these issues (but not for Chinese sellers, just for the US based ones, where they’ve gone wayyyyy overboard. Come on, a pair of shorts?!?!)
It would also make it easier if there was a simple way to see the complaint that triggered this. In our case, they said that the buyer complained that it was used (so, not a safety issue!), and on an item which was in the manufacturer’s packaging with their tags, brand new. (Can anyone say “I don’t want to pay return shipping”, boys and girls?)
I’m definitely starting to worry about the future viability of selling on this site.


#20

We do not have anymore in stock. Depending how this complaint shakes out, we may not carry it anymore.