Help With Suspension Reply - New item sold as used


#1

On Friday we received the dreaded suspension notification from Amazon.

It read that our violation was selling condition was incorrect. They reported complaints from customers that said we were selling “Used” items as “New” .

To be clear:

  1. we only sell New products that we manufacture or have a license to sell
  2. or are one of the authorized US resellers from the factory.
  3. We do NOT have any “Used” items
  4. We no NOT Re-sell any returned items.

we suspect that this occurred because some customers may have been trying to get around paying for return shipping on the refund by claiming " Used" so they get a pre-paid shipping label *( Yes, we know that going forward we will offer every customer a pre-paid label)

*WE NEED ASSISTANCE WITH REPLY # 2 AT THE BOTTOM OF PAGE


INITIAL AMAZON NOTICE

+Hello,+

+We have removed your Amazon selling privileges because of buyer complaints about the items they received from you. Please see below for some examples of the listings we have received complaints about:+

+Complaint Type: Used items sold as new+
+ASIN:+
+B00XXXXX1+
+B00XXXXX2+
+B00XXXXX3+

+To maintain a trusted marketplace for buyers and sellers, we take immediate action when we identify a buyer complaint regarding the condition and authenticity of products. You can view previous emails about buyer complaints on the Performance Notifications section of Seller Central (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html/).+

+What you can do+

+If you would like your selling privileges reinstated, respond to this message and let us know. When you respond, include a plan of action that contains the following:+

+1. Description of the issues that caused the complaints.+
+2. Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again.+
+3. Any additional details you would like us to know.+

+To find more information on how to submit your plan of action, search “Appeal the Removal of Selling Privileges” in Seller Central Help.+

+Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.com/hz/contact-us/performance).+

+What happens next+

+We’ll review the information you send and get back to you with an answer within 2 business days. When we respond, we may ask you for additional details or to revise your plan of action. If your plan of action sufficiently addresses the complaints, we will consider reinstating your selling privileges.+

+While your account is restricted, we will place a reserve on your funds. Any amounts paid for A-to-z Guarantee claims and chargebacks on your orders may be deducted from the funds in your account. If you have questions about these funds, write to payments-investigate@amazon.com.+

+Please understand that if you are unable to submit a sufficient plan of action within 17 days, we may remove your listings and continue the reserve on your funds.+

+Learn more+

+Sellers should understand our policies regarding product condition and descriptions. To learn more, search “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help.+

+We appreciate your cooperation.+

+Sincerely,+

+Seller Performance Team+
+Amazon.com+
+http://www.amazon.com+


(Our 1st reply)

Dear Seller Performance Team

Thank you in advance for an opportunity to appeal our recent suspension.
We reviewed the three ASIN’s you provided as problems and have addressed the concerns below.

Your notice is referencing the following ASINS as used when claiming they are new:
+B00XXXXX1+
+B00XXXXX2+
+B00XXXXX3+

As a general policy we do not sell used items on Amazon. All of our items are new and sold in new sealed retail packaging.

  1. ASIN:B00XXXXX1 - XXXXXXX Product Name / ASIN: B00XXXXX2 - XXXXXXX Product Name
  • Both items are sold under the “XXXXXXX” Brand which we own. We are the manufacturer of these items and ONLY sell them as “new”
  • Our company owns numerous trademarks for the “XXXXXXX” Brand:
  • “XXXXXXXX” – USPTO Serial Number: XXXXXXXX
  • “XXXXXXXX” – USPTO Serial Number: XXXXXXXX
  1. ASIN: B00XXXXX3 - XXXXXXX Product Name
    We purchase these items directly from XXXXXXX and are an authorized XXXXXXX reseller in the United States. When we get these items in stock we ship them in the original “FACTORY SEALED” box directly to Amazon FBA.
  • We can provide a Purchase Invoice from XXXXXXX Corporation, the manufacturer, for your review upon request.
  1. With the exception of the XXXXXXX Stylus, the other products arrive in our “XXXXXXX Brand Name” frustration free retail packaging.

PLAN OF ACTION:
We are taking the following steps to improve our performance.

Although we do not sell used products as new, the only explanation that we can think of is that packaging for the product may have gotten damaged during transit and that may have left the customers to believe that the item was used.

We will make sure all retail packaging is undamaged prior to shipping to FBA. We will also inspect packaging to make sure all products are secure and product cannot dislodge.

We currently just do spot checks on the items received from our suppliers. Going forward we will inspect all items received from our Factory and our suppliers 100% for completeness and condition.

We would very much appreciate the swift reinstatement of our account.

Please let us know if you have any additional questions or concerns.


NOW WE RECEIVED THIS NOTICE TODAY - MORE INFORMATION NEEDED

+Hello,+

+Thank you for responding to our request for information. However, we still need more information regarding your plan of action for INCOMPLETE ITEM/SCRATCHES/WRONG ITEM complaints before we can reinstate your selling privileges.+

+What you can do+

+Email seller-performance-policy@amazon.com and include a plan of action that contains the following:+

+1. What is the issue that caused the complaints.+
+2. Steps you have taken to resolve the issue and ensure similar complaints won’t happen again.+
+3. Any additional details you would like us to know.+

+What happens next+

+We’ll review the information you send and get back to you with an answer within 1 business day. If we can confirm the information you provide and your plan of action sufficiently addresses the complaints, we will consider reinstating your selling privileges.+

+Learn more+

+Sellers should understand our policies regarding product condition. To learn more, search “Prohibited Seller Activities and Actions”, “Product Detail Page Rules”, and “Condition Guidelines” in Seller Central Help.+

+Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.com/hz/contact-us).+

+We appreciate your cooperation and thank you for selling on Amazon.+

+Sincerely,+

+Seller Performance Team+
+Amazon.com+
+https://www.amazon.com+


PROPOSED REPLY.

*****ANY FEEDBACK WOULD BE APPRECIATED *****

+Dear Amazon Performance Team,+

+Thank you for providing us with the opportunity to supply the additional documentation that you require. Our customers are our highest priority. As such we would like to reply to your email as follows:+

+1) The issues are caused by our suppliers not adequately performing quality control on our products.+

+2) Therefore, we have taken the following steps to resolve the issues and prevent them from arising in the future:+

+I) All current items in FBA will be pulled and shipped back to us for inspection of Dust/ scratch free condition. We will also verify all packaging includes all items correctly.+

+II) Addition of a Factory on-site Quality Assurance processes:+
+We have hired an independent firm that will provide Quality Assurance before our items are shipped from our factory to us.+
+The steps include:+
+a) Inspect every item and make sure that they are free from scratches and defects+
+b) Make sure that if a product includes multiple items, that all those items are included+
+c) Make sure that the correct items are included in the package+
+d) Make sure the products are labeled correctly so that wrong items are not mistakenly sent.+

+II) Revamp of our internal Quality Assurance Processes:+
+Once the items are received in our Los Angeles warehouse, we will perform a second set of Quality Assurance utilizing the same steps as outlined above.+

+III) We have assigned a second person to our shipping department for redundancy. This person’s scope of work will include:+
+a) Inspect every outgoing package and make sure that the items we ship are the same items shown on the packing slip.+
+b) Ensure that the correct amount of items are being shipped.+
+c) Ensure that items are sent in the correct color.+
+d) Final inspection to verify items are new and clean as well as dust and scratch free.+

+3) We checked our Amazon Account Health metrics and so far we have been within well below the targets set by Amazon. We will continue to perform at the level that Amazon requires.+

+Furthermore we have reviewed all negative feedback received within the past 90 days and the steps outlined above would also prevent those issues from reoccurring.+

+Please let us know if you have any additional questions or concerns. We will reply promptly. If you do not require any additional information, we would respectfully request that you please reinstate our account as soon as possible.+

+Thank you.+


#2

The “what we are going to do” sounds good but, you need a lot of editing and tightening up of the text. Remember amazon staff read a lot of these so you want to be short and to the point. I would also recommend reordering the changes that you have indicated. You have that you will be establishing xxxx quality controls at your location as 2nd I would put that as first.

I would recommend more of a style like this - state what was the issue as amazon has requested this then I would go to a bullet style of listing

– establish a quality control procedure at the manufactuering point

– establish a second inspection procedure at the point of packaging for shipment to buyer/FBA warehouse

One point you say something about our suppliers not being … Change that to something more like we will quality control and inspect all items coming from our suppliers. Your wording sounds like “not our fault” the second wording is more here is how we are going to correct issues and take control of our business so that no buyer will be unhappy – this is what amazon is looking for in an appeal letter - they want to see issues identiied and how you as the seller have corrected those issues. Lynne


#3

You said that you are an authorized reseller in the US. Are you authorized to sell on Amazon, specifically?

Assuming yes to the above, have you sent in your invoices for the last 90 days for the items in question?


#4

Mostly books.

thank you for the reply.
I am authorized to sell these on Amazon as well.

I wanted to submit Invoices from the manufacturer but I could only see the “APPEAL” button and no button to attach files.

Would you recommend sending the revised letter (once tightened up) via regular email to seller performance and attach the invoices?

Thanks in advance


#5

Thank you this is very good info. I am going to use your wording and expand. I will reply once it is complete.


#6

If anyone else has any input I would appreciate it.


#7

Scan the invoices. Attach them to an email sent directly to seller performance. In the subject line make reference to the case number so that they know it forms part of the file on this.

When working with seller performance, treat them like a customer. Make things as easy as you possibly can for them, do not ask them to think (they don’t have time) and connect the dots as closely as possible. Think of what questions they’re going to have and answer them before they have had a chance to think about what they are. Then do it without disclosing anything you don’t have to. :stuck_out_tongue: It is actually quite the balancing act, but I have every confidence you can do it.


closed #8