Hi All

Looking for some help here please. I had a product which was made inactive by Amazon as the customer said that it might of been used. We have since worked with the supplier to have the product repackaged and comply with Amazon FBA rules. I enclose what I was going to write to amazon as my ‘Appeal’. Before I submit this - Is this correct or should I change this.

At the bottom I have copied a letter from my supplier (which is on headed paper and will be attached with the appeal).

I have invoices from the supplier which shows that I have bought this product from them.

Thanks for you help - appeal is show below.
Cheers
Russell

**What caused customers to complain about the condition of your items?

The product which has been marked as inactive is a suncream and lip balm (combined) which is used for outdoor sports, mainly skiing and snowboarding. The product we sold has always been new and unused, and we have sold them in a small plastic sealed bag. The product however was not in a blister pack and therefore one customer expressed concern that it could have been used before we sold it. We have sold large quantities of this without any problems as its one of the top sellers in its category and have sold them this way for many years. However as the product is a suncream and lip balm we have recently recognized that the product might need to be sealed in blister packaging and one customer recently sent a message back suggesting this, which resulted in our listing being removed from Amazon.

The customer bought three of these products and we refunded them in full and they did not need to return the product. They were happy with this outcome.

What have you done to resolve the issue(s) that caused the customer complaints about the condition of your items?

We have worked with the supplier to re-package this product and this is now sealed in a blister pack with a card background. I have a letter from the supplier which says that we only sell new products and that the product is now in new sealed blister packaging.

I enclose an image of the new product and the letter from the supplier and how the product was originally packed.

The new packaging will guarantee that the product is sold as new and will ensure that there is no confusion as to the status of the product.

What actions will you be taking to prevent future complaints about the condition of your items?

The new packaging will allow this product to be sold as an FBA product and we will therefore only be selling this through FBA.

We will also be updating the bullet points on the listing to show that this product will be sold as a blister packed sealed product.

(The letter from my supplier is on headed paper and I have written it out here as we cant put attachments on this.)

Dear Sir/Madam

This is to confirm that SkiMarket are an official reseller of Manbi product Manbi Combi SPF30 Suncream Loose MA345

This product is a new product and not a used product and all the Manbi products that SkiMarket sell are new.

The product was sold without packaging however we recognize that this product needs to be sold in blister packaging. We have worked with SkiMarket on the packaging on this product and the new packaging is now completely sealed in blister packaging.

SkiMarket will only be selling this through FBA, so the new packaging will fully comply with Amazon requirements.

If you need further information from Manbi then please contact

Kind regards