Listing removed from Amazon; safety concern
Hello,
I have received an email as such:
Hello,
We have removed your listing below because of a complaint from a customer about the safety of the item. Your listing will remain inactive until we can work with you to resolve the concern.
Complaint Type ASIN Title Additional Information
Safety Concern B01NCQIWG4 Kinghoff Whistling Kettle 3L Stovetop All Cooking Sources Induction KH-1066 White...There is a green mark on the hamdle and the product looks used and not new as expected....If you would like the listing to be reinstated, email your plan of action to safety-policy@amazon.co.uk and include the following information:
Identify the cause of the safety complaint Provide steps you have taken to resolve the issue and prevent similar issues going forwardHere are a few things to consider as you work on resolving this:
Sourcing – are you sourcing the product from a trusted supplier? Listing – Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed? Shipping – Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately? Product testing – Have you taken steps to ensure that the product is safe to use? Expiration date – Have you taken steps to ensure that the product was not shipped close to or past its expiration date? Labeling - Does the product require additional warning labels for consumption? Condition – Have you taken steps to ensure that the product was shipped in the described condition?We will review the information you send and get back to you. We may ask you for additional details or to revise your plan of action. If your plan of action sufficiently addresses the complaint, we will reinstate your listing on your behalf.
Learn more about our policies in Seller Central Help:
Prohibited Seller Activities and Actions (https://sellercentral-europe.amazon.com/gp/help/200386250) Product Detail Page Rules (https://sellercentral-europe.amazon.com/gp/help/200390640) Condition Guidelines (https://sellercentral-europe.amazon.com/gp/help/200339950)Seller Performance Team
I have responded that, in short, I have no idea what the customer is talking about (I sell new items only).
I cannot investigate the item myself as I am based overseas and cannot order returns to be sent back to me.
However, I got a reply that I need to provide greater detail on the cause of the complaint…
How can I possibly do that? O.o
Regards,
Blazej
Listing removed from Amazon; safety concern
Hello,
I have received an email as such:
Hello,
We have removed your listing below because of a complaint from a customer about the safety of the item. Your listing will remain inactive until we can work with you to resolve the concern.
Complaint Type ASIN Title Additional Information
Safety Concern B01NCQIWG4 Kinghoff Whistling Kettle 3L Stovetop All Cooking Sources Induction KH-1066 White...There is a green mark on the hamdle and the product looks used and not new as expected....If you would like the listing to be reinstated, email your plan of action to safety-policy@amazon.co.uk and include the following information:
Identify the cause of the safety complaint Provide steps you have taken to resolve the issue and prevent similar issues going forwardHere are a few things to consider as you work on resolving this:
Sourcing – are you sourcing the product from a trusted supplier? Listing – Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed? Shipping – Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately? Product testing – Have you taken steps to ensure that the product is safe to use? Expiration date – Have you taken steps to ensure that the product was not shipped close to or past its expiration date? Labeling - Does the product require additional warning labels for consumption? Condition – Have you taken steps to ensure that the product was shipped in the described condition?We will review the information you send and get back to you. We may ask you for additional details or to revise your plan of action. If your plan of action sufficiently addresses the complaint, we will reinstate your listing on your behalf.
Learn more about our policies in Seller Central Help:
Prohibited Seller Activities and Actions (https://sellercentral-europe.amazon.com/gp/help/200386250) Product Detail Page Rules (https://sellercentral-europe.amazon.com/gp/help/200390640) Condition Guidelines (https://sellercentral-europe.amazon.com/gp/help/200339950)Seller Performance Team
I have responded that, in short, I have no idea what the customer is talking about (I sell new items only).
I cannot investigate the item myself as I am based overseas and cannot order returns to be sent back to me.
However, I got a reply that I need to provide greater detail on the cause of the complaint…
How can I possibly do that? O.o
Regards,
Blazej
18 replies
Seller_EJIX7rqDNQJi2
Check out this thread. Here, the seller successfully appealed his Safety Complaint:
https://sellercentral.amazon.co.uk/forums/t/help-reinstating-my-listing/190107/16
This was with the help of my thread:
Appealing “Used Sold As New” Customer Product Condition Complaints.
You will need to write a proper Plan of Action in which you address the issue and then post it here for feedback.
Seller_peDwbbfBk34CQ
Hello,
Thank you.
Here is the POA using your draft:
Dear Amazon Product Safety Team,
I would like to appeal the removal of my listing with ASIN B01NCQIWG4 due to Product Safety Complaint.
I understand that Amazon takes complaints about the product quality very seriously and I would like to share with you my Plan of Action addressing the issue.What caused the complaints:
- After carefully reviewing my entire account, all orders received for the ASIN B01NCQIWG4, reading my seller feedbacks, product reviews and returns comments, I determined that the complaint was caused by insufficient product packaging.
- The product (a kettle) was not packaged in a bubble wrap, which would protect it against damage during transit.
- FBA customer returns were being placed back into sellable inventory by Amazon.
What I have done to resolve the complaints:
- I have authorized all return requests for ASIN B01NCQIWG4, carefully inspected all returned merchandise and refunded the buyers.
- I have personally checked all my remaining inventory for the ASIN B01NCQIWG4 and discarded any units with damaged packaging.
- While the kettles used to be packaged loose, I have now covered them with bubble wrap to prevent any damage during transit.
- Prior to sending any new inventory to FBA, I have placed stickers on the packaging stating that if the seal is broken, the units can not be placed back into the FBA inventory. This will help me prevent complaints related to FBA returns.
What I will do to prevent similar complaints in the future:
- I will continue sourcing all my inventory directly from the most reputable suppliers in my country.
- I will be regularly checking the condition of my items to ensure that all customers receive them in a 100% perfect state.
- I will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit.
I believe that my Plan of Action sufficiently addresses the issue and I am looking forward to have my offer reinstated.
Sincerely, Erythrocebus
What worries me is this:
The worst thing is that if you have any FBA inventory currently in an Amazon warehouse, you will firstly need to create a removal order and have it all returned back before appealing, otherwise the appeal will not work.
Does that mean i need to dispose of all of my inventory for this ASIN? O.o
Regards,
Blazej
Seller_peDwbbfBk34CQ
As you probably know, I cannot order items from FBA to be sent abroad (they only accept UK addresses for removal orders), so destroying them would be the only option apart from selling them somewhere else (which I have not thought of - stupid me).
You are right.
As I cannot inspect them, I need to change that part of POA.
So my options are:
Sell the kettles somewhere else and reactivate the listing by sending in new stock.
Destroy everything and reactivate the listing by sending in new stock.
Not cool.
Seller_peDwbbfBk34CQ
I cannot find that:
What is also strange: I cannot order the items to be removed as they are neither fulfillable nor unfulfillable.
In Manage FBA Inventory section they are listed as FC processing and they have been reserved since 20.03 now. I will monitor if that changes.
Fortunately, there are only 5 sellable units which amounts to about 62 pounds gross worth. Not a tragedy by any means, but still…
Seller_peDwbbfBk34CQ
Ooo, thank you! Did not know about that.
You learn something new every day. 
Seller_peDwbbfBk34CQ
Just this item.
<random gibberish to get over 20 characters>
Seller_peDwbbfBk34CQ
I have been thinking about this for last couple of days.
It seems I will not be able to have my items returned (still reserved as “fc processing”).
My idea is then to submit the PoA without including the “I got the items back and checked them for faults” part.
Do you think that is a good idea?
Dear Amazon Product Safety Team,
I would like to appeal the removal of my listing with ASIN B01NCQIWG4 due to Product Safety Complaint. I understand that Amazon takes complaints about the product quality very seriously and I would like to share with you my Plan of Action addressing the issue. What caused the complaints: After carefully reviewing my entire account, all orders received for the ASIN B01NCQIWG4, reading my seller feedbacks, product reviews and returns comments, I determined that the complaint was caused by insufficient product packaging. The product (a kettle) was not packaged in a bubble wrap, which would protect it against damage during transit. FBA customer returns were being placed back into sellable inventory by Amazon. What I have done to resolve the complaints: I have personally checked all my remaining inventory for the ASIN B01NCQIWG4 and discarded any units with damaged packaging. While the kettles used to be packaged loose, I have now covered them with bubble wrap to prevent any damage during transit. Prior to sending any new inventory to FBA, I have placed stickers on the packaging stating that if the seal is broken, the units can not be placed back into the FBA inventory. This will help me prevent complaints related to FBA returns. What I will do to prevent similar complaints in the future: I will continue sourcing all my inventory directly from the most reputable suppliers in my country. I will be regularly checking the condition of my items to ensure that all customers receive them in a 100% perfect state. I will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit. I believe that my Plan of Action sufficiently addresses the issue and I am looking forward to have my offer reinstated. Sincerely, Erythrocebus
Seller_peDwbbfBk34CQ
Irritating.
I submitted another PoA and again got an email like this:
Dear xxx,
Your previous responses still do not identify:
– Greater detail on the root cause(s) of the Safety Complaint listed below.
– Greater detail on the actions you have taken to resolve the Safety Complaint.
– Greater detail on the steps you have taken to prevent Safety Complaint going forward.Safety Complaint: the product looks used and not new
ASIN: B01NCQIWG4
Title: Kinghoff Whistling Kettle 3L Stovetop All Cooking Sources Induction KH-1066 WhiteTo strengthen your case, you may attach photos of your product or a scan of the purchase invoice to this email. However, adding attachments is not a requirement.
Here are a few things to consider as you work on creating your plan. These examples are to provide guidance in creating your plan. Do not use this example as a checklist.
– Make sure you are sourcing the product from a trusted supplier.
– The product should be accurately described on Amazon. Ensure that there is no ambiguity and the customer is well informed.
– Ensure that quality checks are in place in your facility for storing, packing, and shipping of the product to Amazon or the customer.
– Confirm that your product is safe for its intended use.
– Make certain that the product was not shipped close to or past its expiration date.
– Verify that the necessary warning labels are on the product.
– Make sure that the product is shipped in the condition described on Amazon’s website, for example: new or used.
– Make sure that the manual for your product includes detailed steps and cautions for correct use.How do I send this information?
If you would like the listing to be reinstated, please email your plan of action including the above to safety-policy@amazon.co.uk. If your plan sufficiently addresses the complaint(s), we will reinstate your listing.What happens if I do not send the requested information?
If we do not receive the information requested above, your listing will remain inactive.We’re here to help
If you have questions about the information requested above, please reply to this email. Additionally you can learn more about our policies in Seller Central
What greater detail? This is so unclear!
A customer sends an item back, Amazon staff puts it back into my inventory and they want me to give greater detail about that? Come on!
My PoA stated this was the case and that I will use sticker seals from now on.
It was rejected so I figured that I need to get those kettles back to have a look at them.
I could not as they are marked as “FC processing”
I opened a case with SS asking to move them to unfulfilled so that I could make a return order.
They closed it without response.
Yesterday I got an email that my listing will remain deactivated and they will no longer be responding to my emails about this issue.
More than that, my account can be suspended if any new complaints arrive.
In previous emails they only claimed that my listing will remain deactivated. They did not mention the suspension and not responding part.
Those procedures are so… argh.
They want something from me and I do not know what that is. I am not a fairy and I cannot guess.
Seller_peDwbbfBk34CQ
Finally,
I sent another PoA (iit looked exactly the same as the first draft I have posted here) and it has been accepted.
Thank you all for helping me resolve this issue.
Cheers!
