Listing Removed From Amazon, Plan of action help
Hi All, I am seeking some help on a plan of action for an item Amazon has removed.
Before we start I would like to say we have sold nearly 2000 pairs of this item on Amazon with zero complaints. We buy direct from the manufacturer and are the exclusive UK distributor for this product.
This is what happened, customer bought a pair of UV eye protection from us and claimed that they were dirty when arrived, we requested pictures but was very difficult to see any dirt in the pictures, never the less we refunded the customer with an apology for the quality of the product received. Customer then placed an order for a further pair of the same eye protection and again contacted me when received saying arrived dirty and wanted a discount. We requested the buyer return the item at our cost so we could further investigate this issue and we would refund in full when received back. The buyer refused to return the item and said that the item was not new but he would keep it, he just wanted to let me know of the issue.
We then receive an email saying Amazon had removed this listing due to customer complaint that the item was being described as new but was a used item. We have checked our stock and can see no issue with dirt.
However we have sent the action plan below implementing the actions mentioned even though we believe there is no issue but this has been refused by Amazon saying they do not have enough information?
The Issue
11/12/19 Buyer purchased a pair of i-Minis UV eye protection.
18/12/19 Buyer contacted us to advise of dust and particles on product received, we requested pictures but it was very difficult to see any issue, however we refunded the buyer in full.
05/01/20 Buyer purchased 2nd pair of i-Minis.
08/01/20 Buyer contacted us to advise of dust and particles on this product and buyer requested discount, we requested the buyer send back the item at our cost with a full refund issued once received so we can inspect and investigate the issue further and raise the issue with the manufacturer. Buyer refused to return item.
Actions taken to resolve the issue
Warehouse inspection for cleanliness increased to daily and inspection of each item before dispatch has been implemented to ensure no dust or particles including checks to ensure packaging has not been opened or damaged. We requested the customer return the item at our cost so we can properly inspect the product for dust/particles or an manufacturing defect as the picture provided was not sufficient.
Steps taken for future complaints
We are the official UK distributor of this item so can ensure Amazon that the product is brand new, all other distributors of this product in the UK and EU would only be able to source this product from us. As an extra precaution we have contacted the manufacturer in the USA and requested that all items are quality checked for any manufacturing defects and removed before packaging. We have put in place extra goods-in quality checks for dust or particles and any manufacturing defects, each outer packaging will now be opened and inspected before being placed into stock.
I have included a copy of the invoice from the manufacturer in the USA.
If someone could please guide me on what further information I could submit to help re-instate my listing, I have read on the forum before that you don’t get many chances to make your case so I want to get this right before submitting any further appeal.
Thank you in advance
Listing Removed From Amazon, Plan of action help
Hi All, I am seeking some help on a plan of action for an item Amazon has removed.
Before we start I would like to say we have sold nearly 2000 pairs of this item on Amazon with zero complaints. We buy direct from the manufacturer and are the exclusive UK distributor for this product.
This is what happened, customer bought a pair of UV eye protection from us and claimed that they were dirty when arrived, we requested pictures but was very difficult to see any dirt in the pictures, never the less we refunded the customer with an apology for the quality of the product received. Customer then placed an order for a further pair of the same eye protection and again contacted me when received saying arrived dirty and wanted a discount. We requested the buyer return the item at our cost so we could further investigate this issue and we would refund in full when received back. The buyer refused to return the item and said that the item was not new but he would keep it, he just wanted to let me know of the issue.
We then receive an email saying Amazon had removed this listing due to customer complaint that the item was being described as new but was a used item. We have checked our stock and can see no issue with dirt.
However we have sent the action plan below implementing the actions mentioned even though we believe there is no issue but this has been refused by Amazon saying they do not have enough information?
The Issue
11/12/19 Buyer purchased a pair of i-Minis UV eye protection.
18/12/19 Buyer contacted us to advise of dust and particles on product received, we requested pictures but it was very difficult to see any issue, however we refunded the buyer in full.
05/01/20 Buyer purchased 2nd pair of i-Minis.
08/01/20 Buyer contacted us to advise of dust and particles on this product and buyer requested discount, we requested the buyer send back the item at our cost with a full refund issued once received so we can inspect and investigate the issue further and raise the issue with the manufacturer. Buyer refused to return item.
Actions taken to resolve the issue
Warehouse inspection for cleanliness increased to daily and inspection of each item before dispatch has been implemented to ensure no dust or particles including checks to ensure packaging has not been opened or damaged. We requested the customer return the item at our cost so we can properly inspect the product for dust/particles or an manufacturing defect as the picture provided was not sufficient.
Steps taken for future complaints
We are the official UK distributor of this item so can ensure Amazon that the product is brand new, all other distributors of this product in the UK and EU would only be able to source this product from us. As an extra precaution we have contacted the manufacturer in the USA and requested that all items are quality checked for any manufacturing defects and removed before packaging. We have put in place extra goods-in quality checks for dust or particles and any manufacturing defects, each outer packaging will now be opened and inspected before being placed into stock.
I have included a copy of the invoice from the manufacturer in the USA.
If someone could please guide me on what further information I could submit to help re-instate my listing, I have read on the forum before that you don’t get many chances to make your case so I want to get this right before submitting any further appeal.
Thank you in advance
6 replies
Seller_rFJhzQS2UGB7q
Have you had any recent returns for this item? Could a customer have returned the product and it was returned to stock by Amazon staff in a dirty condition?
Seller_m7ZpoREKeOHDm
I am sorry to say you might as well bang your head against the wall.
We had a product removed cos of a customer complaint 1 since 2007. we sell made to measure vertical blind slats and after it was made and sent she message and said she had ordered by mistake and changed her mind and wanted a refund (I refused) she made a complaint saying it was not as expected The title was white plain fabric why did she think she was getting something other than plain white fabric.
I sent the plan of action and nothing was done. I phoned and had positive things over the phone but still nothing done, I emailed the managing director but still nothing done.
Amazon Are the worst company i deal with for getting things sorted.
Amazon are a waist of time and effort.
Dont waist your time.
Alan
Seller_hC0hNVDuILaKO
In circumstances like this you need to address the whole account and not simply focus on the specific complaints received.
Your issue was “used as new” complaints and Amazon want to see the “why” behind this, and see that you understand the root cause.
That does not mean " The customer was a jerk who wanted a free product so made up a bunch of lies."
It means, “We examined all our customer communications, reviewed all our feedback etc [whatever else you looked at] and determined that a couple of items were apparently delivered with dust and particles on the product, leading the buyer to conclude that the items were not new.
This may have been due to a manufacturer packaging fault, or poor warehouse handling prior to packaging for delivery to the customer.”
Then when you have identified and explained the root cause of the complaints your next two section focuses on how you immediately dealt with those complaints, and with the possible dirt contamination problem.
The final section of your appeal is to show the proactive steps that you will take moving forward to ensure this type of complaint does not recur.
As it stands your current appeal is weakest on the root cause.
In the other two sections separate your points into bullet points and expand on them as you have done.
However points like
are not really relevant as they do not address the issue at hand .
You want to keep the POA concise but detailed, so don’t add in fluff.
You do not appear to have a section 3, Proactive steps that you will implement…
Can you put this in before sending in your POA?
Proactive steps would be any new storage procedures that you plan to add , ongoing training that you plan to introduce, etc.
Try and include at least 3 valid things that you will actually be able to follow through on.
