Good post and thank you for the update.

2 of the items were damaged because the warehouses used bubble mailers and should not have. There is a process to get Amazon to stop doing this.

Can you elaborate on the above?

Thanks so much for taking the time to post this. I have a few questions though and I would really appreciate it if you could clarify them for me:

1. You mentioned:

Does amazon also compile these complaints from messages that the customer sends? Also, I am assuming that this “new program” applies to seller fulfilled orders as well, correct? If so, would they also compile complaints from seller fulfilled returns?

2. You mentioned:

Can you please elaborate on what this means and the procedure to do so?

3. Finally…

Could you please elaborate on this as well?

Thank you so much again!

@Shelf_Cleaning_Capit, any changes in your recommendations for FBM Sellers?

Thank you for the great post. Did they remove the complaints from your health page after you sent in a your appeal?

Very very well written comment.
I will bookmark it and reference it in other threads where I see it will help.
Hat Tip to you Shelf_Cleaning

2. Hello,
   

   We removed some of your listings because of buyer complaints about the condition
   of an item they received from you. The listings we removed are at the end of
   this email.

   We would like you to resolve these concerns in order to avoid additional
   complaints. 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).

   If you would like us to reinstate your listings, please email
   pq-policy@amazon.com and include a plan with actions you took to resolve the
   issue and prevent similar complaints. Your plan should include:

A description of the issues that caused the complaints.

An explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again.

Any additional details you would like us to know

Get help creating your plan in Seller Central Help (https://sellercentral.amazon.com/gp/help/200370560).

Also include the following information for each ASIN:

Copies of invoices or receipts from your supplier issued in the last 365 days. These should reflect your sales volume during that time.

Contact information for your supplier, including name, phone number, address, and website.

You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic

and unaltered. We may call your supplier to verify the documents. You may remove
pricing information, but the rest of the document must be visible. We will
maintain the confidentiality of your supplier’s contact information.

We will review the information you send and let you know if your listings will

be reinstated. When we respond, we may ask you for additional details or to
revise your plan of action.

Learn more about our policies in Seller Central Help:

Prohibited Seller Activities and Actions (https://sellercentral.amazon.com/gp/help/200386250)

Product Detail Page Rules (https://sellercentral.amazon.com/gp/help/200390640)

Condition Guidelines (https://sellercentral.amazon.com/gp/help/200339950)

ASIN - B07F32B47L

3. “8 of the 36 clipboards were cracked. Please replace them.” Our products have been damaged during transit to the buyer from FBA warehouses.

4. LPN - LPNRR589858913, LPNRR589858914, LPNRR589858915

5. All packaging was done on new products by the manufacturer. There was no re-packaging in between manufacturer and FBA centers.

Please let us know if you can help us out, if we left out any information please let us know and we will get back to you with it. Thank you so much for your help!

Just an update here where everyone can see it, I got a Performance hit on ‘used sold as new’ right around when the new metric hit our dashboards.

With @Shelf_Cleaning_Capit’s advice and feedback, I wrote a POA email that got my ASIN suspension lifted in about 3 hours.

The process does work, but you have to think about what they’re looking for and format your response they way they’re looking for it.

Received the first complaint for all time sales, that used goods. I do not sell used goods only new
What do I answer this letter to Amazon

Dear

We received complaints from a buyer about the item(s) listed at the end of this email. These item(s) did not accurately match the condition or description of the product mentioned in the product detail page of your listings.

Why did I receive this message?
Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect.

Learn more about our policies in Seller Central Help:
–Product Detail Page Rules (https://sellercentral.amazon.com/gp/help/200390640)
–Condition Guidelines (https://sellercentral.amazon.com/gp/help/200339950)
–Amazon Product Authenticity and Quality Help Page (https://sellercentral.amazon.com/gp/help/G202010130)
–Best Practices in Product Authenticity and Quality (https://sellercentral.amazon.com/learn/courses?ref_=su_courses_c12_m554&courseId…)
–Prohibited Seller Activities and Actions (https://sellercentral.amazon.com/gp/help/200386250)

How do I reactivate my listings?
Although these listings are active, please send us a plan with actions you took to resolve this issue and prevent similar complaints in the future within 10 days. You can edit your listings in the Inventory section of Seller Central.

Please also provide the following information:

1. A plan of action that explains:
   – The root cause(s) that led to the complaints about the condition of your items.
   – The actions you have taken to resolve the complaints about the condition of your items.
   – The steps you have taken to prevent future complaints about the condition of your items.
   – Copies of invoices or receipts from your supplier issued in the last 365 days. These should reflect your sales volume during that time.
   – Contact information for your supplier, including name, phone number, address, and website.

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.

How do I send the required information?
Please send the above information to pq-product-review@amazon.com.

What happens if I do not send the requested information?
If we do not receive the requested information, and you do not resolve these concerns within 10 calendar days, we may deactivate your Amazon seller account.

We’re here to help
If you have questions about this message, policy, or the information requested above, please ask our Seller Support team to contact you (https://sellercentral.amazon.com/hz/contact-us/performance). Additionally, you can get help creating your plan in Seller Central Help (https://sellercentral.amazon.com/gp/help/200370560).

You can view your account’s performance at (https://sellercentral.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/us/app/amazon-Seller/id794141485) 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.

Complaint type: Used Sold as New
ASIN: B07CB8SLV5

Sincerely,
Seller Performance Team

And then we have those of us who are selling on Handmade and get these complaints and despite every effort to explain to them that this is a HANDMADE product, it is made with new materials so therefore there are no invoices from suppliers yet they still persist in demanding MORE info.

I had two complaints against one product that came under the heading “Used sold as New”. I read the customer complaint and the comments and addressed it as best as I could considering there was NOTHING WRONG with the product or the packaging. I finally ended up deleting the ASIN because I could not get through to SP despite trying every way (including trying to accept blame where none existed).

The two complaints for this one product had nothing to do with the customer perceiving it to be a “used item” - I am convinced that happened solely because a customer inserted the word “used” in referring to the mailing envelope (which was new ) simply because it was secured with brown packing tape (she referred to this specifically).

Complaint 1 - The customer received the wrong size of the item (it was customizable - several sizes). We addressed this complaint the moment we were aware of it (of course customer never contacted us about it - we had to find out through the feedback system) and sent them the correct item immediately without asking for a return of the first. Customer never changed their feedback to reflect this (of course).

Complaint 2 - The customer didn’t like the fact that this item had the air compressed out of it (it is a soft, fabric product) before packing and made a very derogative comment to emphasize her point (to the degree that I actually suspect competitor sabotage - though I did not bring this up I wish I could) - yet she also clicked the box for : Product As Described , so there was no issue with the actual product. The second part of her complaint was that the envelope looked used - apparently because we use brown packing tape to secure the flap rather than clear tape (it was a new, oversized envelope purchased directly from Amazon actually).

I even got a repeat complaint about these same ASINs even after they were deleted (sigh …) and addressed it as best I could pointing out they were non-existent at this point and why .

I then received an nearly instantaneous reply (so Bot at work again - obviously a human did not read it) saying that they needed MORE INFO to reactivate these ASINs . Uh, duh … they have been deleted.

Right now I have one remaining ASIN that has a complaint (all I can see on this one is a negative product review) but is still active. This particular customer did not find the soap to their liking - but even noted that they have super sensitive skin and live in a very dry climate and perhaps this wasn’t the right product for them.

How the heck are we supposed to defend against supposed “defects” when it is simply a case of personal product preference??