Product Condition Customer Complaints Violation
We got a Product Condition Customer Complaints violation for one order which was returned as "Defective" where the customer simply didn't read the manual. The ASIN was not removed but we were threatened with it being removed if we received any more complaints. Really harsh considering there was only one "defective" order from many on that ASIN. Anyway, we called account health and they instructed us that we had to provide 365 days of invoices and then also create a word document which sets out why we feel that the violation was an error. The guy on the phone said we should lay out the customer comms which showed us explaining how he fixes the issue and then also the page in the operations manual which also shows the same. We did that and then he checked the document over for us and said that it was good. We then sent the appeal over. The appeal was denied. It then gave us a copy/paste email with bullet points on it saying why they believe there wasn't enough evidence. I then copied each point and added it to my document and answered each bullet point one by one. It has been denied yet again.
For something which is so black and white, ie the customer didn't read the manual and could have fixed the "issue", we also messaged him to show him how to fix the issue. it should be easily sorted, but nothing seems to be easy when it comes to appealing something on Amazon.
If any Amazon people are looking at this post, i have a case ID (14831891071) for the initial contact which has the docs attached. This was the first version of the doc which in all honesty should have been enough and was confirmed to be enough by the agent. Another frustrating day as an Amazon seller.
3 replies
Seller_RnoJYdlqCE5Tw
A follow up to this. After 4 calls to Account Health. They asked me to add the following to my document over several calls:
Customer communications
A PDF of the page in the user manual where the issue is explained
A picture of the user manual next to the product with the page open to where the customer could have fixed the issue
365 days of invoices from the manufacturer
answered multiple questions around sourcing, the listing etc
Pictures of the box and how it was packaged
I did all that stuff and sent it over and it was rejected again, i then called Account Health yet again to be told that in fact there have been multiple complaints around this ASIN (we have sold this item for 3 years with no real issues) that they weren't able to tell me for "privacy reasons" and that it must be down to the manufacturing of the item and unless we contact the customer and ask them to admit that it was user error (never going to happen) then the only option we have is to admit the violation. They could have said this from the start that no matter what i sent over they didn't care. It's crazy. I wasted a decent amount time getting that information together and it didnt matter to them. Our return was from user error! The issue was explained in the manual and the customer did not read it. Its so black and white! I'm hoping someone can make some sense of this for me.
Saeid_Amazon
Hello @ DB1978
This is Saeid from Amazon. I appreciate you utilizing the Seller Forums and bringing this issue to our attention.
Based on your post, I see you are having issues with a product condition customer complaint that you feel is unjustified, and despite your efforts to dispute the violation, the appeal does not get accepted.
I understand that your ASIN is still active. This is due to the fact that this is your first product complaint customer complaint. This is actually a good thing, as you are eligible to simply acknowledge the product condition guidelines to avoid future complaints.
In this scenario, you have the opportunity to simply acknowledge the violation by reading and understanding the product condition guidelines.
To perform this action, go to “submit new information” and select the option “I understand the policy and recognize the violation” Then you must read the quality statements and check the boxes to agree with the product condition guidelines.
I understand your frustration, and the reason to believe this is a customer fault by not reading the manual. However, this may be an opportunity to improve the product detail page. One idea could be, to record a video with step-by-step instructions for the correct use of the product. This would potentially be beneficial to avoid future complaints.
allow me to recommend that you watch the video “defective product compliance” with more information about this policy.
The forums community and I are here to support you. Please let us know how we can help from this point forward.
Regards,
Saeid
