Customer Admitted Their Mistake in Writing - Still Can't Get Product Reinstated
Need help - I'm completely stuck and don't know what to do.
My product got suspended due to a
"Product Condition Complaint - Expired" but the customer has clearly admitted they made an error.
What happened:
Customer ordered two similar products on consecutive days
One was FBA, one was seller-fulfilled (mine)
Customer had an issue with the FBA product (expired dates)
Customer accidentally posted their complaint under MY product instead
Customer's written confirmation:
The customer sent me a message AND left feedback clarifying: "My complaint about expired products was related to [FBA Order ID], NOT the order fulfilled by [my company]. The issue was NOT with [my ASIN] which was shipped directly by [seller] - arrived in good condition."
The problem:
Customer admitted the mistake in writing
Customer sent direct message confirming error
I have screenshots of everything
FBA product was already refunded
Seller Performance response:
Every time I submit this evidence, I get template responses saying "insufficient information" or "need more documentation."
What I've tried:
Submitted 10+ appeals with all evidence
Called support center 10+ times
Sent messages through different channels
Attached customer's written admission
Provided order details for both products
I'm at a complete loss and really need your help.
What more can Amazon possibly need when the customer themselves has admitted in writing that they complained about the wrong product?
PLEASE - has anyone faced a similar situation? Any advice on what specific evidence or approach might work? I'm willing to try anything at this point.
This is really affecting my business. I don't know what else to do and would be so grateful for any guidance or help from this community.