Hello @Seller_2A86DhMGGifh1,

Thank you for reaching out. I hope all is well.

Seller_2A86DhMGGifh1

I've received this "Defective Product" complaint but am not sure how to best proceed.

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Base off of the information you have provided, I see that you have received a complaint due to the product being defective.

Per our preventing product condition issues help page, all sellers should monitor the feedback from customers such as but not limited to buyer messages, product reviews, claims, returns and voice of the customer. And consider the following factors as well.

• Listing
• Quality Audits
• Packaging
• Storage and Shipping
• Return Processing

Seller_2A86DhMGGifh1

There was an issue with my product formula that was causing it to clump and not come out of the container as easily. It still comes out, but just NOT as easily. I've already fixed this issue and sent in new inventory 2 weeks ago with this updated formula.

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How do you make sure that your products work? What is your quality check process like? Have you put in a removal order for the old product before you sent in the new inventory? The reason why I'm asking this is because you want to avoid having your old inventory mixed with your new inventory and to avoid more complaints.

Seller_2A86DhMGGifh1

Which should I click?

A. I understand the policy and acknowledge the violation.

B. I understand the policy and have evidence or documentation to submit for review to confirm my compliance with the policy.

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As @Seller_7LrAV0m5llaI7 has mentioned,

Seller_7LrAV0m5llaI7

You would click A if you acknowledge the violation, or click B if you do not acknowledge the violation and have the documentation to prove you are in the right.

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A would be acknowledging the violation and B would be disputing the violation with supporting documents.

Seller_2A86DhMGGifh1

I clicked A and submitted images of my updated formula (new vs old formula), including new and old images of the updated final product.

They still rejected it.

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When you selected A, did it ask you to submit specific documents? If so, if you have submitted documents that was not asked of, it maybe rejected. If you have supporting documents, you may choose B and submit the documents there.

I see that you may have additional questions. For this reason, I am forwarding your information to the Account Health Support team for further investigation into this matter. Please ensure that your contact information is up to date so they may reach out to you.

If you have any questions or concerns, please continue to reply in this post.

Best,

Cade