Product Condition Complaint - Expired
I received my first Product Condition Customer Complaint last month. The customer requested a refund, telling Amazon the item was incorrect.
Following this, my account health showed a red flag due to Product Condition Customer Complaints. The problem is, the item was not expired.
Amazon has requested proof of error, asking for any communication between me (or my business) and the customer demonstrating that the mistake was on the customer's end. However, there was no communication between us, as the item was fulfilled through FBA. I have attached a picture of the item, along with invoices and the label I placed on the item before sending it to FBA, proving that the item was not expired and that I was following Amazon's policy.
This complaint should be removed, but it hasn't been. All my requests have been denied, and I am concerned about my account health despite having done nothing wrong. This situation is affecting my health as I cant sleep because I am worried someone might do this again.. Can someone please help?
Product Condition Complaint - Expired
I received my first Product Condition Customer Complaint last month. The customer requested a refund, telling Amazon the item was incorrect.
Following this, my account health showed a red flag due to Product Condition Customer Complaints. The problem is, the item was not expired.
Amazon has requested proof of error, asking for any communication between me (or my business) and the customer demonstrating that the mistake was on the customer's end. However, there was no communication between us, as the item was fulfilled through FBA. I have attached a picture of the item, along with invoices and the label I placed on the item before sending it to FBA, proving that the item was not expired and that I was following Amazon's policy.
This complaint should be removed, but it hasn't been. All my requests have been denied, and I am concerned about my account health despite having done nothing wrong. This situation is affecting my health as I cant sleep because I am worried someone might do this again.. Can someone please help?
9 replies
Seller_CW0P5hgbsiqWX
"The problem is, the item was not expired."
Sounds like you are just finding out that Amazon rewards buyers who make up false return reasons, scam sellers, and return different products. These buyers are always refunded in full, from the 3rd party seller's account, of course.
You are using FBA. You are paying Amazon to take all the worries out of selling so you can sit back and see the cash roll in. You are paying Amazon to resolve the buyer's complaint any way they see fit.
"This situation is affecting my health as I can't sleep because I am worried someone might do this again."
You are correct, it is just the way Amazon does business with 3rd party sellers. Lying is the way buyers get free products. If you don't want to lose sleep, here is a solution.
Don't place all your eggs in one basket, meaning, don't just sell one product. If you sell 100+ different products, and lose one of them because of complaints, it has no real effect on your sales. If you sell one product, it can Be devastating. In addition, using FBA and having a product suspended, can cost a fortune to have it pulled and returned. Using FBM, and having a product suspended, you simply list it on eBay today.
Seller_CdaIGS1cwneMs
Amazon Support,
What should I do in this situation? Is it possible for someone at the warehouse to verify that I am not at fault and that the customer is making false claims? I have been on the platform for months without any issues until now. Recently, I have received several inquiries in my Amazon messages from non-customers making false accusations to get free products or money without purchasing anything.
I've read through the forums and seen that this is an ongoing issue for other sellers with little to no resolution. I have provided all the necessary information to clear this complaint, but my submissions keep getting denied. I am at a loss on how to proceed when I have done nothing wrong.
Thank you.
Danny_Amazon
Hello @Seller_CdaIGS1cwneMs- appreciate you looking to the forums for some assistance with this.
I would recommend first reading through these requirements on expiration dates, and watching this video on expired product compliance to help inform any additional additional information you submit through the Account Health Dashboard.
Best,
Danny
