Customer complaint - Used product
I would appreciate the help of those who know how to solve the problem.
We work with FBA and send new products only.
I recently received a customer complaint stating he received a used product (probably a damaged package from FBA).
I sent Seller Support an appropriate invoice and explanations with photos
But they keep saying I did not provide enough details, and if another complaint is received, this could result in the account being closed.
This situation is very frustrating. We thoroughly check every product before sending it to FBA to ensure that we are providing Amazon customers with top-quality products.
Many thanks to those who can help solve the issue
7 replies
Seller_Hi7wbO2Kbo6bl
As long as you have packaged your item to withstand all the rigors of trip to Amazon, (mis)handling at the warehouse, and the final, perhaps completely unprotected journey to the buyer -- and still have the item reach the buyer's hands in New condition then there is nothing more you can do.
If your item is -- for example -- a toaster, packaged in manufacturer's printed box with pictures and such -- then that box should be inside an outer box or securely inside some protective outer container.
Otherwise when it reaches the buyer it's going to look dreadful.
Emet_Amazon
Hello @Seller_EUMtdfnQ3Jw9M,
Thank you for your post regarding a used sold as new concern.
We work with FBA and send new products only.
I recently received a customer complaint stating he received a used product (probably a damaged package from FBA).
Were you provided any specific information surrounding the complaint? Some situations may allow for additional details to be provided in the account health page or voice of the customer.
I sent Seller Support an appropriate invoice and explanations with photos
But they keep saying I did not provide enough details, and if another complaint is received, this could result in the account being closed.
These situations will typically require you do use the account health page appeal path to submit an appeal or dispute on the situation.
If this is a situation that was valid, you will be using an appeal path to address the root cause that lead to the concern, your corrective measures and how you will prevent this issue in the future, and how the process will be maintained.
Additionally if you feel this was in error, you will need to show an explanation of the situation and why you believe this is an incorrect complaint, if possible include any supporting evidence along with it to justify your explanation.
I am also going to provide our help page on how to prevent these types of complaints, it may also help identify how or why this occurred.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_tAfXR7sVBEoZS
This problem may be either 1) a fake complaint to try to get a free product or 2) Amazon FBA put a return back into your stock for sale even though it was clearly opened and probably used.
To avoid this you have to make your item such that when it is opened it has to be returned (usually damage to a UPC or FBA label) or just clearly damaged packaging.
I have pulled 50% of my FBA items and only sell them on other channels because customer service by Amazon and FBA returns cause way too many problems. It only gets worse with each passing month and "change" Amazon makes.
Seller_uzTwyTA8LB2Qi
Is your product packaged in such a way that when a customer returns the item it appears to be new to the amazon warehouse worker? Because that is what most likely happened. The irony is that amazon is threatening to shut you down based on their screwup.
Customer complaint - Used product
I would appreciate the help of those who know how to solve the problem.
We work with FBA and send new products only.
I recently received a customer complaint stating he received a used product (probably a damaged package from FBA).
I sent Seller Support an appropriate invoice and explanations with photos
But they keep saying I did not provide enough details, and if another complaint is received, this could result in the account being closed.
This situation is very frustrating. We thoroughly check every product before sending it to FBA to ensure that we are providing Amazon customers with top-quality products.
Many thanks to those who can help solve the issue
Customer complaint - Used product
I would appreciate the help of those who know how to solve the problem.
We work with FBA and send new products only.
I recently received a customer complaint stating he received a used product (probably a damaged package from FBA).
I sent Seller Support an appropriate invoice and explanations with photos
But they keep saying I did not provide enough details, and if another complaint is received, this could result in the account being closed.
This situation is very frustrating. We thoroughly check every product before sending it to FBA to ensure that we are providing Amazon customers with top-quality products.
Many thanks to those who can help solve the issue
7 replies
7 replies
Seller_Hi7wbO2Kbo6bl
As long as you have packaged your item to withstand all the rigors of trip to Amazon, (mis)handling at the warehouse, and the final, perhaps completely unprotected journey to the buyer -- and still have the item reach the buyer's hands in New condition then there is nothing more you can do.
If your item is -- for example -- a toaster, packaged in manufacturer's printed box with pictures and such -- then that box should be inside an outer box or securely inside some protective outer container.
Otherwise when it reaches the buyer it's going to look dreadful.
Emet_Amazon
Hello @Seller_EUMtdfnQ3Jw9M,
Thank you for your post regarding a used sold as new concern.
We work with FBA and send new products only.
I recently received a customer complaint stating he received a used product (probably a damaged package from FBA).
Were you provided any specific information surrounding the complaint? Some situations may allow for additional details to be provided in the account health page or voice of the customer.
I sent Seller Support an appropriate invoice and explanations with photos
But they keep saying I did not provide enough details, and if another complaint is received, this could result in the account being closed.
These situations will typically require you do use the account health page appeal path to submit an appeal or dispute on the situation.
If this is a situation that was valid, you will be using an appeal path to address the root cause that lead to the concern, your corrective measures and how you will prevent this issue in the future, and how the process will be maintained.
Additionally if you feel this was in error, you will need to show an explanation of the situation and why you believe this is an incorrect complaint, if possible include any supporting evidence along with it to justify your explanation.
I am also going to provide our help page on how to prevent these types of complaints, it may also help identify how or why this occurred.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_tAfXR7sVBEoZS
This problem may be either 1) a fake complaint to try to get a free product or 2) Amazon FBA put a return back into your stock for sale even though it was clearly opened and probably used.
To avoid this you have to make your item such that when it is opened it has to be returned (usually damage to a UPC or FBA label) or just clearly damaged packaging.
I have pulled 50% of my FBA items and only sell them on other channels because customer service by Amazon and FBA returns cause way too many problems. It only gets worse with each passing month and "change" Amazon makes.
Seller_uzTwyTA8LB2Qi
Is your product packaged in such a way that when a customer returns the item it appears to be new to the amazon warehouse worker? Because that is what most likely happened. The irony is that amazon is threatening to shut you down based on their screwup.
Seller_Hi7wbO2Kbo6bl
As long as you have packaged your item to withstand all the rigors of trip to Amazon, (mis)handling at the warehouse, and the final, perhaps completely unprotected journey to the buyer -- and still have the item reach the buyer's hands in New condition then there is nothing more you can do.
If your item is -- for example -- a toaster, packaged in manufacturer's printed box with pictures and such -- then that box should be inside an outer box or securely inside some protective outer container.
Otherwise when it reaches the buyer it's going to look dreadful.
Seller_Hi7wbO2Kbo6bl
As long as you have packaged your item to withstand all the rigors of trip to Amazon, (mis)handling at the warehouse, and the final, perhaps completely unprotected journey to the buyer -- and still have the item reach the buyer's hands in New condition then there is nothing more you can do.
If your item is -- for example -- a toaster, packaged in manufacturer's printed box with pictures and such -- then that box should be inside an outer box or securely inside some protective outer container.
Otherwise when it reaches the buyer it's going to look dreadful.
Emet_Amazon
Hello @Seller_EUMtdfnQ3Jw9M,
Thank you for your post regarding a used sold as new concern.
We work with FBA and send new products only.
I recently received a customer complaint stating he received a used product (probably a damaged package from FBA).
Were you provided any specific information surrounding the complaint? Some situations may allow for additional details to be provided in the account health page or voice of the customer.
I sent Seller Support an appropriate invoice and explanations with photos
But they keep saying I did not provide enough details, and if another complaint is received, this could result in the account being closed.
These situations will typically require you do use the account health page appeal path to submit an appeal or dispute on the situation.
If this is a situation that was valid, you will be using an appeal path to address the root cause that lead to the concern, your corrective measures and how you will prevent this issue in the future, and how the process will be maintained.
Additionally if you feel this was in error, you will need to show an explanation of the situation and why you believe this is an incorrect complaint, if possible include any supporting evidence along with it to justify your explanation.
I am also going to provide our help page on how to prevent these types of complaints, it may also help identify how or why this occurred.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_EUMtdfnQ3Jw9M,
Thank you for your post regarding a used sold as new concern.
We work with FBA and send new products only.
I recently received a customer complaint stating he received a used product (probably a damaged package from FBA).
Were you provided any specific information surrounding the complaint? Some situations may allow for additional details to be provided in the account health page or voice of the customer.
I sent Seller Support an appropriate invoice and explanations with photos
But they keep saying I did not provide enough details, and if another complaint is received, this could result in the account being closed.
These situations will typically require you do use the account health page appeal path to submit an appeal or dispute on the situation.
If this is a situation that was valid, you will be using an appeal path to address the root cause that lead to the concern, your corrective measures and how you will prevent this issue in the future, and how the process will be maintained.
Additionally if you feel this was in error, you will need to show an explanation of the situation and why you believe this is an incorrect complaint, if possible include any supporting evidence along with it to justify your explanation.
I am also going to provide our help page on how to prevent these types of complaints, it may also help identify how or why this occurred.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_tAfXR7sVBEoZS
This problem may be either 1) a fake complaint to try to get a free product or 2) Amazon FBA put a return back into your stock for sale even though it was clearly opened and probably used.
To avoid this you have to make your item such that when it is opened it has to be returned (usually damage to a UPC or FBA label) or just clearly damaged packaging.
I have pulled 50% of my FBA items and only sell them on other channels because customer service by Amazon and FBA returns cause way too many problems. It only gets worse with each passing month and "change" Amazon makes.
Seller_tAfXR7sVBEoZS
This problem may be either 1) a fake complaint to try to get a free product or 2) Amazon FBA put a return back into your stock for sale even though it was clearly opened and probably used.
To avoid this you have to make your item such that when it is opened it has to be returned (usually damage to a UPC or FBA label) or just clearly damaged packaging.
I have pulled 50% of my FBA items and only sell them on other channels because customer service by Amazon and FBA returns cause way too many problems. It only gets worse with each passing month and "change" Amazon makes.
Seller_uzTwyTA8LB2Qi
Is your product packaged in such a way that when a customer returns the item it appears to be new to the amazon warehouse worker? Because that is what most likely happened. The irony is that amazon is threatening to shut you down based on their screwup.
Seller_uzTwyTA8LB2Qi
Is your product packaged in such a way that when a customer returns the item it appears to be new to the amazon warehouse worker? Because that is what most likely happened. The irony is that amazon is threatening to shut you down based on their screwup.
