Listing deactivated due to customer complain that product is defective
My listing is deactivated by Amazon and the reason they gave is that customer complained that item is defective.
I have good account health and selling from past one year and have 4.7 rating on that listing and above 150 reviews.
How can I reactivate it? When I'm submitting an appeal they're asking for my conversation with the customer about the issue, where can I find the order id for that specific customer who did this complain? What will I do if customer was some competitor and refused to talk to me?
Please help
3 replies
Atlas_Amazon
Hello @Seller_4ADfLffIyh6CO
My listing is deactivated by Amazon and the reason they gave is that customer complained that item is defective.
Thank you for the information provided regarding the issue that has occurred with your ASIN. I understand that our team has requested more details regarding any conversations or details you may have had from the customer. For defective issues, it would indicate that the product did not work as intended or described on the product detail page.
Have you ensured that the product is described accurately on the listing? Have you had a chance to review the feedback associated to the product? We would advise on checking the voice of the customer and the feedback manager for any specific feedback on this listing.
If you are looking to dispute the issue, then you are going to need to provide evidence that your listing or product was not what the complaint is stating. If you identify an issue, then you would want to take steps to resolve this prior to appealing.
For example, if the complaint states the product utilization was unclear, then you would need to provide evidence that there was thorough instruction already. Otherwise, with this example, you would need to add more instruction to the product detail page prior to submitting an appeal.
We do encourage you to continue to provide information and details regarding this situation so that we may continue to assist.
Best,
Atlas