My Appeals keep on getting rejected
Hello!
I am trying here as my last resort. We tried and tried to appeal a Product Condition Complaint - Used Sold as New from a customer but our appeals are getting rejected over and over with the same message: You have not sent us sufficient information that we previously requested from you. We requested this information to address the complaints we received about the condition or description of your items. The product was new but the customer chose to complain by choosing the wrong complaint reason. Btw, this is an FBA product, so it could not be used especially since it is in the grocery category...The listing is deactivated, of course, and they even blocked other sellers to apply to selling this product.
The problem is that they NEVER EVER requested anything from us and they keep rejecting the appeals with the same reply..they seem to expect something from us that never requested. I am sick and tired of this charade.
We tried and tried, Submitted POAs, and submitted a Quality Assurance Report that the brand sent to us after an investigation they conducted into consumer complaints of leaking jars for the product. This investigation was signed by the Director, QA - Operations of the brand where they explained step by step what they did to fix the problem and where they acknowledged a non-conforming event during manufacturing and they replied with the same copy-paste answer "You have not sent us sufficient information that we previously requested from you"
Also of course, I don't know who the customer is to get in touch with and try to fix this because it is a state secret...Account health operators were not helpful at all because they did not know to tell me what information Seller Performance expect from me...
@Amazon moderators from here, I can give you the ASIN in private to investigate this issue if you can/want. Maybe you can help me find out what info they requested from me. I don't have a case number since the appeals are submitted from the Health page.
Thank you!
My Appeals keep on getting rejected
Hello!
I am trying here as my last resort. We tried and tried to appeal a Product Condition Complaint - Used Sold as New from a customer but our appeals are getting rejected over and over with the same message: You have not sent us sufficient information that we previously requested from you. We requested this information to address the complaints we received about the condition or description of your items. The product was new but the customer chose to complain by choosing the wrong complaint reason. Btw, this is an FBA product, so it could not be used especially since it is in the grocery category...The listing is deactivated, of course, and they even blocked other sellers to apply to selling this product.
The problem is that they NEVER EVER requested anything from us and they keep rejecting the appeals with the same reply..they seem to expect something from us that never requested. I am sick and tired of this charade.
We tried and tried, Submitted POAs, and submitted a Quality Assurance Report that the brand sent to us after an investigation they conducted into consumer complaints of leaking jars for the product. This investigation was signed by the Director, QA - Operations of the brand where they explained step by step what they did to fix the problem and where they acknowledged a non-conforming event during manufacturing and they replied with the same copy-paste answer "You have not sent us sufficient information that we previously requested from you"
Also of course, I don't know who the customer is to get in touch with and try to fix this because it is a state secret...Account health operators were not helpful at all because they did not know to tell me what information Seller Performance expect from me...
@Amazon moderators from here, I can give you the ASIN in private to investigate this issue if you can/want. Maybe you can help me find out what info they requested from me. I don't have a case number since the appeals are submitted from the Health page.
Thank you!
2 replies
Troy_Amazon
Hi @Seller_KD1B3PyQ9x0Cm,
Thank you for your post. I understand you are dealing with a Used Sold as New complaint for you listing.
For violations of this type, you will need to utilize the "Submit Appeal" button. From there, you would be re-directed to the appeals page. You would most likely be seeing a questionnaire that needs completing. Within this workflow, you may be requested to submit documentation such as invoices or license agreements. For follow up appeals, you would be given the option to add new information to the initial appeal. Can you share what information you have sent in for review so far? While I understand rejection notices all appear the same, can you please share what exactly was given to you?
The requested information would have been listed within the questionnaire. What information was requested within that workflow with emphasis on supporting documentation?
Do you have a way of being able to prove this? If so, you may need to share this information within your submissions. You may also need to show that your product is indeed new, rather than used. With this in mind, you will want to consider providing details about your sourcing process. This would include details about your supplier, how they are authorized to distribute the product, and how you specifically ship the products. Since you utilize FBA, you can also request a bin check to confirm the correct product is being sent on your behalf.
In most cases, Amazon will not divulge customer information to Sellers. If you do obtain this information, please keep in mind that the only communication that is permissible with customers is through the Buyer Seller Messaging system. Any contact outside of this venue is strictly against policy.
Please feel free to reach out with any further questions or account updates, and we will assist you as best we can.
Regards,
Troy
