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.

Amazon Backend - Product Policy Compliance - Product Condition Complaints - Defects - Buyer Complaints about Defective Products, How to Check Order Number？

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

Listing is still active but at risk of removal.

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.

TIA.