Product Condition Complaints - how to appeal?
Hi everyone,
Following “item damaged in transit” and return request with the reason “The item is damaged but the box or envelope is undamaged” I have received Product Condition Complaint.
The Amazon says “If you have any questions about your performance as it relates to product condition, please contact us at seller-performance-policy@amazon.com”.
I have tried to send them an appeal, but the only response is like “this e-mail address is not associated with an Amazon account, please message us from the e-mail address registered on Amazon” (not literally this, I can not find this message at the moment).
The message has been definitely sent from the e-mail address I use to sign in to Seller Central.
Any advice?
And is there any point to let them know that the item most probably was damaged in transit and not shipped in this condition or is it waste of time?
Many thanks for your help.
Thomas.
Product Condition Complaints - how to appeal?
Hi everyone,
Following “item damaged in transit” and return request with the reason “The item is damaged but the box or envelope is undamaged” I have received Product Condition Complaint.
The Amazon says “If you have any questions about your performance as it relates to product condition, please contact us at seller-performance-policy@amazon.com”.
I have tried to send them an appeal, but the only response is like “this e-mail address is not associated with an Amazon account, please message us from the e-mail address registered on Amazon” (not literally this, I can not find this message at the moment).
The message has been definitely sent from the e-mail address I use to sign in to Seller Central.
Any advice?
And is there any point to let them know that the item most probably was damaged in transit and not shipped in this condition or is it waste of time?
Many thanks for your help.
Thomas.
0 replies
Seller_EJIX7rqDNQJi2
When accessing your Account Health dashboard, you will be able to appeal by locating the specific complaint and clicking on the “Appeal” button.
In order to appeal Customer Product Condition Complaints, you will normally need to provide proof of authenticity such as copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs, as mentioned.
Also, the second thing is a Plan of Action, in which you tell Amazon what you believe caused the complaints, how you addressed them and what will you do to prevent similar issues in the future.
You don’t need to admit your guilt. All they want is to explain them, what you believe caused the complaint - check your customer feedback, product reviews, returns comments…
Then they want to hear, how did you handle the issue, for example accepted any returns and carefully checked your entire inventory.
And the last thing is telling them, what will you do to prevent similar complaints in the future. For example describing all your items accurately, continuing to source supplies from reputable distributors…
This is all about handling the complaint and preventing them, not about you selling Inauthentic items.
If you need help with appealing, I would advise you to check out my thread with detailed instructions how to successfully appeal this type of complaints:
Seller_ZrQt8Lko8zuBj
Thank you, but the “Appeal” button does not work (nothing happens when I click on it) and below the listing details there is a messages " If you have any questions about your performance as it relates to product condition, please contact us at seller-performance-policy@amazon.com".
Thomas.
Seller_ZrQt8Lko8zuBj
Hi Kika,
Many thanks for your time. I have tried in 3 different web browsers and it does not work.
I have also found the e-mail (some kind of automatic reply) from pq-product-review@amazon.com.
"Hello,
This email address is not associated with a Seller Central account. Please write to us from the email address registered to your account so that we may better assist you."
Thomas.
Seller_89u0bIvB9mt2Q
We have had around 10 items removed for this and it is ridiculous as amazon take the customers word as final so anybody can sabotage your business if they knew how to. It doesnt help that amazon make it near impossible to appeal. See below appeal for radiator that was damaged in transit and therefore leaking.
We appealed like this;
"ASIN: ***
SKU: ***
ROOT CAUSE: Order ID - *** - Customer has complained the contents have leaked onto their carpet.
ACTION TO RESOLVE COMPLAINTS: Items are in brand new condition and sealed in box and are quality checked upon being loaded into the Amazon
shipping truck to ensure there is no damage to the box. Items will also be put into plastic bags to ensure contents do not leak.
STEPS TO ENSURE NO MORE COMPLAINTS: Items will now be quality checked again before the product is being sent to the loading bay, to ensure two
quality checks are being taken against the condition of the box. It seems the item was damaged in transit so we are ensuring that the packaging is extra bagged.
Supplier Information:
All stock is checked upon arrived into our warehouse and has an inspection report before leaving factory.
LISTING: This listing has been checked and is described perfectly to meet the condition of the product
PACKAGING: Packaging is quality checked and will be further improved to ensure if damaged in transit the contents do not leak.
SHIPPING: Product are shipped using Amazon shipping and great care is taken to load the truck, any items that fail quality control checks are
not loading.
PROOF: All images of our stock in our warehouse have been attached to this email to show all our new stock. I have also attached proof of invoice."
We then attached 3 images of the product itself and an invoice detailing the trusted supplier.
And we got this reply which i am so confused by…
Please send an updated plan of action that explains:
– Greater detail on the root cause(s) that led to the complaints about the condition of your items.
– Greater detail on the actions you have taken to resolve the complaints about the condition of your items.
– Greater detail on the steps you have taken to prevent future complaints about the condition of your items.
How can we do any more than we already did ? We found the direct complaint. We emailed the direct team who deal with it. Yet still amazon do not reinstate. So your right there is no point in telling them it was damaged in transit because they wont believe you they only believe their customers and even if you target a legitimate complaint they don’t read the email and send an automated response anyway.
