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