Appeal for Product Condition Complaint – Defective
Good Morning,
We are wondering if anyone is familiar with the appeal process for Product Condition Complaints on the account health page?
The product that has received the complaint is an electrical which we sometimes see poor maintenance by customers that result in issues with product performance. In the past 2 weeks we have sold 87 of this ASIN and received 3 Negative Customer Experience (NCX) orders.
We want to submit an appeal for this as the product is not defective, however the options that we must choose from do not make sense. The issue could either be a usage error with the customer not maintaining their product correctly or could be considered a complaint error as the product is not defective. So, these could be the following options >
Customer usage error
• Customer complaints are about product usage difficulty, although instructions are clearly mentioned on the product detail page (PDP)
• Customer complaints are about product usage difficulty, although instructions are clearly mentioned in the product instructions manual included with the product
Customer complaint error
• Customer complaint is questioning or enquiring about the condition of the product, but does not state that the product received is defective or does not work
Then we must appeal this with the following >
Provide proof of this error by attaching any communications between you (or your business) and the customer showing that the complaint made by the customer was not in relation to the quality of the product itself. Do not submit a Plan of Action (POA) doc, because Amazon does not accept these for disputes and your dispute attempt will be rejected.
Now this is where we are having an issue.
I can see one piece of feedback on voice of the customer that has the same date as the alert, so I am guessing this is what is related. There are no other messages or A to Z claims that are related to this ASIN.
However, our problem is that this customer has not contacted us regarding this, just directly returned. So, we have no information on this that we can provide in our appeal. We have proof of purchases and supplier contact information that support the product, but Amazon are not asking for this.
Are we expected to contact the customer regarding this? We would normally troubleshoot the problem, but the customer has returned the item so we cannot help at this point.
Is there any alternative information that we could submit that would suffice?
Any help on this would be greatly appreciated.
Appeal for Product Condition Complaint – Defective
Good Morning,
We are wondering if anyone is familiar with the appeal process for Product Condition Complaints on the account health page?
The product that has received the complaint is an electrical which we sometimes see poor maintenance by customers that result in issues with product performance. In the past 2 weeks we have sold 87 of this ASIN and received 3 Negative Customer Experience (NCX) orders.
We want to submit an appeal for this as the product is not defective, however the options that we must choose from do not make sense. The issue could either be a usage error with the customer not maintaining their product correctly or could be considered a complaint error as the product is not defective. So, these could be the following options >
Customer usage error
• Customer complaints are about product usage difficulty, although instructions are clearly mentioned on the product detail page (PDP)
• Customer complaints are about product usage difficulty, although instructions are clearly mentioned in the product instructions manual included with the product
Customer complaint error
• Customer complaint is questioning or enquiring about the condition of the product, but does not state that the product received is defective or does not work
Then we must appeal this with the following >
Provide proof of this error by attaching any communications between you (or your business) and the customer showing that the complaint made by the customer was not in relation to the quality of the product itself. Do not submit a Plan of Action (POA) doc, because Amazon does not accept these for disputes and your dispute attempt will be rejected.
Now this is where we are having an issue.
I can see one piece of feedback on voice of the customer that has the same date as the alert, so I am guessing this is what is related. There are no other messages or A to Z claims that are related to this ASIN.
However, our problem is that this customer has not contacted us regarding this, just directly returned. So, we have no information on this that we can provide in our appeal. We have proof of purchases and supplier contact information that support the product, but Amazon are not asking for this.
Are we expected to contact the customer regarding this? We would normally troubleshoot the problem, but the customer has returned the item so we cannot help at this point.
Is there any alternative information that we could submit that would suffice?
Any help on this would be greatly appreciated.
2 replies
Seller_Nprc5XWvdLYk9
If the customer ordered via the app (or added it to their basket from a link without visiting the product page)
they might not have seen the notes on the product detail page.
Abella_AMZ
Hello @Seller_Jt9PIYfvY73gA,
This is Abella from Amazon, and would assist you with your questions above.
I appreciate you sharing information about the status of your current account. My aim is to offer additional advice on the subsequent actions to take.
Based on the preceding message, it has been established that your ASIN is deactivated due to "Product Condition Customer Complaints".
Amazon has several product detail and listing policies to ensure that customers have a consistent buying experience and receive items in the condition that they expect.
It's vital to pinpoint the cause of a complaint before making an appeal, as this enables you to respond appropriately and effectively.
Whether it's a customer usage error or a product complaint, having sufficient evidence to support your case is essential. Contacting the customer through buyer-seller messages can provide valuable insights into the complaint and help you identify its root cause. This communication allows for gathering more information and understanding the situation better, aiding in the formulation of an appropriate response or resolution.
To gain further understanding of the Condition guidelines, please click here.
In case you require additional assistance, feel free to post your query here, and either we or any of the Sellers on the forum will be happy to assist you.
Regards,
Abella.
