Product Condition Complaint - Used Sold as New, Plan of action help
Hey guys,
So i sold a brand new item from wholesalers in the UK and for whatever reason someone flagged it as used as new, so i have wrote a plan of action to fix this but it got declined.
Can anyone help with the plan ?
Thanks 
Dear Amazon,
I wish to appeal the suspension of ASIN ********* for the reason “complaint about a used product sold as new”.
My action plan is below.
Reason for complaint:
• Scratches and damage to the packaging of the box.
• I read the comments and consider that the complaint was due to insufficient packaging.
• The packaging of the product does not protect against damage in transit.
To solve the problem:
• I checked the existing stock to ensure that everything is in perfect condition.
• All products will not be double boxed to ensure that there is no damage during transit to the customer.
To avoid future complaints:
• Quality control of all items before shipping.
• Make sure all future orders are packaged carefully and with a protective bubble wrap to prevent damage in transit.
I have attached an invoice showing the purchase of the product.
I hope the information covers the problem and that the earrings will no longer be suspended.
Regards,
Amazon’s Reply -
Dear ******
We received your submission but do not have enough information to reactivate your listings at this time.
Why did I receive this message?
You have not sent us sufficient information that we previously requested from you. We requested this information to address the complaints that your item appears to be used.
For privacy reasons, we do not provide details about our investigation methods.
What happens now?
Your listings will remain deactivated and we may not respond to further emails about this issue. If we receive more complaints about your listings, we may deactivate your Amazon seller account.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.co.uk.
Product Condition Complaint - Used Sold as New, Plan of action help
Hey guys,
So i sold a brand new item from wholesalers in the UK and for whatever reason someone flagged it as used as new, so i have wrote a plan of action to fix this but it got declined.
Can anyone help with the plan ?
Thanks
Dear Amazon,
I wish to appeal the suspension of ASIN ********* for the reason “complaint about a used product sold as new”.
My action plan is below.
Reason for complaint:
• Scratches and damage to the packaging of the box.
• I read the comments and consider that the complaint was due to insufficient packaging.
• The packaging of the product does not protect against damage in transit.
To solve the problem:
• I checked the existing stock to ensure that everything is in perfect condition.
• All products will not be double boxed to ensure that there is no damage during transit to the customer.
To avoid future complaints:
• Quality control of all items before shipping.
• Make sure all future orders are packaged carefully and with a protective bubble wrap to prevent damage in transit.
I have attached an invoice showing the purchase of the product.
I hope the information covers the problem and that the earrings will no longer be suspended.
Regards,
Amazon’s Reply -
Dear ******
We received your submission but do not have enough information to reactivate your listings at this time.
Why did I receive this message?
You have not sent us sufficient information that we previously requested from you. We requested this information to address the complaints that your item appears to be used.
For privacy reasons, we do not provide details about our investigation methods.
What happens now?
Your listings will remain deactivated and we may not respond to further emails about this issue. If we receive more complaints about your listings, we may deactivate your Amazon seller account.
You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.co.uk.
0 replies
Seller_gnubxPFEnuoPY
The fifth bullet point has a spelling error, I think. Should it read ‘All products should now’. Did you also upload 12 months invoices from your supplier showing that you purchased the items new?
We have had the same once, a couple of years ago, even though it was impossible for the item to be used as it is personalised. We had to go through the same palaver and send 12 months invoices for our bare timber purchases to make them.
Seller_6sxtIS0RbZ5k7
Where you are talking about testing the product going forward you could maybe say something like.
‘All future packaging will be tested in line with the Amazon 1 metre drop test.’
Seller_6sxtIS0RbZ5k7
For the root cause I would say:
The customer received an item where the outer packaging was damaged.
This happened because it had insufficient packaging.
We did not test the packaging using Amazon’s 1 metre drop test.
Seller_yPUj6LrLW0vGJ
Are you sure it is only the problem with the package?
It might be with other problem with the products that customer think it is used.
Customer complained the Used sold as new and amazon take it in mind not only for the damaged package. Customer should complained something else as well.
For example opened the damaged package and found out the product is scratched and then customer think you re-packed the used item and sold again.
So amazon flagged it sold as new.
I do not think amazon will spend lots times for a damaged package problem to remove your listing.
They could be more details that customer complained and amazon not mentioned in the email.
That is why amazon think “do not have enough information”.
But it is weird as I have faced same problem before ,each time amazon reject my appeal that will offer little more details. I have tried 3 appeal and finnaly get one address the problem after amazon tell me more details.
Seller_JVrK6emk6S3ur
So Amazon got back to me, they declined the plan we worked on, on the basis that the reason was incorrect.
Customers complained that your product arrived in packaging that had been previously opened or repackaged, or appeared used.
Customers complained that the item arrived with a missing or broken seal, or without a protective covering.
Customers complained that your item arrived with part of the product missing.
So now i will re-write my plan based around this, but how do i frame this ? I know for a fact the item was brand new, unopened and all pieces were there because i inspect everything before it goes out.
Most likely this person is a scammer who opens up the product, removes the good parts and returns it.
Im just not sure how i frame a case to put the blame on myself for the package being open.
Seller_NoMNQDGnEW5Bx
If you inspect them to know nothing is missing does that mean they’re not sealed so could an option going forwards be to say you’ll seal them?
Seller_6sxtIS0RbZ5k7
Ooh, yes, I can totally see that would happen.
Seller_JVrK6emk6S3ur
So does anyone have any ideas how i can frame my case for a product that was opened ? (but in reality never was.)
