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Listings deactivated due to "Policy Compliance – Product Condition Complaint (Wrong Product)"
Hi Amazon Seller Forum,
One of our listings for an ASIN has been recently deactivated by Amazon on “Policy Compliance – Product Condition Complaint (Wrong Product)”.
As per Amazon support this was based on four customer complaints highlighted in Voice of the Customer where the customer has complained about incorrect product size. We have acknowledged the policy violation, have taken corrective measures to resolve the issue and have submitted our plan of action with Amazon, however our listing remains suspended. We need help from the experienced fellow sellers on how to get the listings reactivated.
As per our investigation, we had identified that the issue was with the product listing which did not reference the product dimensions due to which customers were ordering the product that did not match their size requirement. We have taken below actions based on Amazon’s recommended actions:
• Added product dimensions on the ASIN listing by contacting Amazon support through case ID: 16626752991.
• Shared copies of authorized supplier invoices for our sales volume for the past year.
• Completed "product performance or quality not adequate" compliance training from seller’s university.
We have shared a plan of action with root cause and corrective measures with Amazon support requesting our listings to be reactivated, however our request have been rejected by Amazon Seller Performance Team citing below:
“We received your submission but do not have enough information to address the issues with your listings at this time”.
As we source the product from the brand’s authorized distributor and do prep and labelling in our warehouse prior to Amazon shipment in the original manufacturer’s packaging, we are aware that the product is authentic and there is nothing wrong with the product itself.
We are unsure how to get our listings reactivated by Amazon.
Has anyone else faced a similar situation? What additional steps can we take to have the suspension lifted? Any advice or recommendations would be greatly appreciated.
Thank you.
7 replies
Seller_CW0P5hgbsiqWX
OP: " Amazon support this was based on four customer complaints "
The product will not be coming back., so switch the selling to eBay.
Remember, no one seller or seller product is important to Amazon. With over 9 million sellers on the site, the simplest solution for Amazon is just to block the product from being sold.
Amazon does not care about sellers; it cares about the buyers. Buyers can leave negative reviews, negative feedback, make up false stories & complaints with Customer Service to get a free refund, file false INR claims, and Amazon believes it all.
When you begin to sell over 100 different products on the site, your situation becomes no problem. You just drop the product and move on.
Seller_t0c2Qh5a8MbZt
Hi @Seller_CW0P5hgbsiqWX,
We are not the listing owners, and there are still other sellers that are selling on the same listing.
We are not sure what more details should we provide to Amazon Seller Performance Team based on their message, “We received your submission but do not have enough information to address the issues with your listings at this time”.
We would not be able to sustain the costs of removal for all the units that are currently in our stranded inventory, while we already try to work on bare minimum margins of profit.
We already identified what was wrong and fixed the issue on the listing, however are still unable to get a clear response regarding what else they need.
We would really appreciate if anyone else has faced a similar situation and could guide us on how to go about resolving this issue. Thanks.
Levi_Dylan_Amazon
Hello @Seller_t0c2Qh5a8MbZt,
Thank you for posting concerns with your account here on the forums.
We are unsure how to get our listings reactivated by Amazon.
I see that you have been attempting to appeal a wrong product complaint and despite providing what has been requested of you, this remains unresolved. I can understand that this may be confusing for you so I am here to provide support.
I have gone ahead and reached out to this team and raised a second review on your behalf to have this checked again. During this time please monitor the status of the listing and if the violation status changes, please let me know here in this thread. Once I hear back from this team I will reach out to let you know right away.
I hope you have a great rest of the day. The forums community and I are here to support you.
Wishing you the best,
LeviDylan
Seller_t0c2Qh5a8MbZt
Hi @Levi_Dylan_Amazon,
Thank you for looking into our issue. We are relieved to see that you understand our situation and are hopeful that you would be able to help us resolve this violation and reactivate our listings for the ASIN.
We've been waiting for a week now before posting any updates, to see if there are any changes to the violation status, but still there no updates on our listings, and account health page still shows last update from November 22, 2024 with "We do not have enough information to remove the violation at this time." comments for the ASIN.
Could you please help and follow up with the team further and let us know what is the status of their review. If there is any further details required from our end to help you in resolving this for us, please let us know.
Thank you once again and looking forward to your updates.
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