Plan of Action Listing Removed Used Sold As New
Hi Guys,
I have had the generic email from Amazon regarding “USED PRODUCT SOLD AS NEW”.
We do not sell anything used so can only assume a customer has complained his product looked used.
I have done the following action plan but they are replying with the same generic email asking for greater detail.
Can anyone review my below and see if there is anything I have missed:
Dear Amazon,
Thanks for providing us the opportunity to amend our plan of action to include greater detail.
We have conducted an internal review and identified the possible issues that could cause a customer to believe an item was used and being sold as new. We did this by reading “The Voice of the Customer”, our customer feedback and also reviewing customer messages on ASIN XXXX.
Greater detail on the issues(s) that you believe caused the complaints about the condition of your items.
It would appear that some customers received products that appeared to be used. We have identified a number of reasons why this has happened:
- Product arrived with scratches or marks on giving the customer the impression the item had been used or damaged before being sold.
- Packaging has arrived in a poor state and given the appearance of being used. It may still have the existing labels from transit or dirt / marks from manual handling. The customer could interpret this as a sign of use.
- Dirt from manufacturing such as oil and grease could make the product appear used.
- The product could have been returned with the customer selecting the reason as “Unwanted / Brand New” but the customer had used it OR it displays a sign of use from handling. In this instance the item would then be resold as new without being checked to verify.
- This particular product is a two stroke petrol engine and is tested prior to being sold. It is tested to ensure the engine is calibrated and performs as described. This is standard on all petrol powered products, and the customer may see this as a sign of use.
Greater detail on the actions you have taken to resolve the issue(s) that caused the complaints about the condition of your items.
- All existing inventory has been checked to ensure the product appears new and also shows no sign of damage, including surface marks or scratches.
- Future inventory will now be checked on completion in more detail to ensure that no surface marks or scratches are present.
- Packaging will now be checked thoroughly to ensure there are no previous labels or shipping marks and any packaging that displays any sign of use is replaced or disposed of.
- Monitor the carriers performance to ensure they are handling the goods correctly and any couriers who are mishandling products to be suspended.
- Packaging will be updated to prevent damage when the box is in transit or storage.
- Staff have been re-trained on the high standards our products must adhere to.
- Product literature has been updated and warning tags are now included to ensure the customer knows that products are tested and calibrated prior to shipping.
- Returned products are now checked by senior members of staff who are correctly trained to identify if a product is suitable for resale as new, or used.
Greater detail on the steps you have taken to prevent future complaints about the condition of your items.
- We will regularly be checking the condition of inventory for ASIN XXXX where we will look to ensure staff are following our guidelines on product standards.
- Inventory will be listed to reflect the product condition as set out in Amazon’s policy for item conditions. (i.e New, Used, Refurbished).
- Products returned undelivered will be repackaged and we will check to ensure the product is not damaged or shown any sign of use.
- Regularly reviewing the product and customer feedback to ensure we constantly review our procedures to ensure the best possible service and products are delivered to the customer, on time.
I believe this plan identifies the issues found and look forward to serving our mutual customers with the usual high level of service they have come to expect from us.
Look forward to resuming selling ASIN XXX on Amazon.
Plan of Action Listing Removed Used Sold As New
Hi Guys,
I have had the generic email from Amazon regarding “USED PRODUCT SOLD AS NEW”.
We do not sell anything used so can only assume a customer has complained his product looked used.
I have done the following action plan but they are replying with the same generic email asking for greater detail.
Can anyone review my below and see if there is anything I have missed:
Dear Amazon,
Thanks for providing us the opportunity to amend our plan of action to include greater detail.
We have conducted an internal review and identified the possible issues that could cause a customer to believe an item was used and being sold as new. We did this by reading “The Voice of the Customer”, our customer feedback and also reviewing customer messages on ASIN XXXX.
Greater detail on the issues(s) that you believe caused the complaints about the condition of your items.
It would appear that some customers received products that appeared to be used. We have identified a number of reasons why this has happened:
- Product arrived with scratches or marks on giving the customer the impression the item had been used or damaged before being sold.
- Packaging has arrived in a poor state and given the appearance of being used. It may still have the existing labels from transit or dirt / marks from manual handling. The customer could interpret this as a sign of use.
- Dirt from manufacturing such as oil and grease could make the product appear used.
- The product could have been returned with the customer selecting the reason as “Unwanted / Brand New” but the customer had used it OR it displays a sign of use from handling. In this instance the item would then be resold as new without being checked to verify.
- This particular product is a two stroke petrol engine and is tested prior to being sold. It is tested to ensure the engine is calibrated and performs as described. This is standard on all petrol powered products, and the customer may see this as a sign of use.
Greater detail on the actions you have taken to resolve the issue(s) that caused the complaints about the condition of your items.
- All existing inventory has been checked to ensure the product appears new and also shows no sign of damage, including surface marks or scratches.
- Future inventory will now be checked on completion in more detail to ensure that no surface marks or scratches are present.
- Packaging will now be checked thoroughly to ensure there are no previous labels or shipping marks and any packaging that displays any sign of use is replaced or disposed of.
- Monitor the carriers performance to ensure they are handling the goods correctly and any couriers who are mishandling products to be suspended.
- Packaging will be updated to prevent damage when the box is in transit or storage.
- Staff have been re-trained on the high standards our products must adhere to.
- Product literature has been updated and warning tags are now included to ensure the customer knows that products are tested and calibrated prior to shipping.
- Returned products are now checked by senior members of staff who are correctly trained to identify if a product is suitable for resale as new, or used.
Greater detail on the steps you have taken to prevent future complaints about the condition of your items.
- We will regularly be checking the condition of inventory for ASIN XXXX where we will look to ensure staff are following our guidelines on product standards.
- Inventory will be listed to reflect the product condition as set out in Amazon’s policy for item conditions. (i.e New, Used, Refurbished).
- Products returned undelivered will be repackaged and we will check to ensure the product is not damaged or shown any sign of use.
- Regularly reviewing the product and customer feedback to ensure we constantly review our procedures to ensure the best possible service and products are delivered to the customer, on time.
I believe this plan identifies the issues found and look forward to serving our mutual customers with the usual high level of service they have come to expect from us.
Look forward to resuming selling ASIN XXX on Amazon.
0 replies
Seller_BS5lg2keRs2QO
It is late for me so only a quick response. I think you’ve missed the mark. Cut out as much fluff as you can.
Your root cause section must talk about the why behind the what. For example why were you sending packaging that was in a poor state.
If you can nail that section there’ll be a natural flow to the next sections.
Seller_0AzQ9sScbmgBx
Thanks for this advice. Any idea how I can improve it? Are we saying to simply talk more about how it happened?
Seller_0AzQ9sScbmgBx
How does this look:
Greater detail on the issues(s) that you believe caused the complaints about the condition of your items.
It would appear that some customers received products that appeared to be used. We have identified a number of reasons why this has happened:
- Product arrived with scratches or marks on giving the customer the impression the item had been used or damaged before being sold. These scratches are a result of the product being mishandled while being packaged or assembled.
- Packaging has arrived in a poor state and given the appearance of being used. It may still have the existing labels from transit or dirt / marks from manual handling. The customer could interpret this as a sign of use. Grease and dirt can stain the packaging while cleaning the raw product before packaging.
- The product could have been returned with the customer selecting the reason as “Unwanted / Brand New” but the customer had used it OR it displays a sign of use from handling. In this instance the item would then be resold as new without being checked to verify.
- Quality checks have not been detailed enough resulting in the product leaving our warehouse with the appearance of being used. In-adequete training and lack of understanding on the quality checks result in the standards not being met.
Greater detail on the actions you have taken to resolve the issue(s) that caused the complaints about the condition of your items.
- All existing inventory has been checked to ensure the product appears new and also shows no sign of damage, including surface marks or scratches.
- Future inventory will now be checked on completion in more detail to ensure that no surface marks or scratches are present.
- Packaging will now be checked thoroughly to ensure there are no previous labels or shipping marks and any packaging that displays any sign of use is replaced or disposed of.
- Monitor the carriers performance to ensure they are handling the goods correctly and any couriers who are mishandling products to be suspended.
- Packaging will be updated to prevent damage when the box is in transit or storage.
- Staff have been re-trained on the high standards our products must adhere to.
- Product literature has been updated and warning tags are now included to ensure the customer knows that products are tested and calibrated prior to shipping.
- Returned products are now checked by senior members of staff who are correctly trained to identify if a product is suitable for resale as new, or used.
Greater detail on the steps you have taken to prevent future complaints about the condition of your items.
- We will regularly be checking the condition of inventory for ASIN B00LTNMMNA where we will look to ensure staff are following our guidelines on product standards.
- Inventory will be listed to reflect the product condition as set out in Amazon’s policy for item conditions. (i.e New, Used, Refurbished).
- Products returned undelivered will be repackaged and we will check to ensure the product is not damaged or shown any sign of use.
- Regularly reviewing the product and customer feedback to ensure we constantly review our procedures to ensure the best possible service and products are delivered to the customer, on time.
Seller_0AzQ9sScbmgBx
Any help guys would be most grateful?
Seller_0AzQ9sScbmgBx
It would appear that they are no longer responding to my emails 
Seller_0AzQ9sScbmgBx
Thanks I enclose it here
Root Cause
-
Some of our customers reported ASIN xxxxx arriving with surface marks or scratches which give the appearance of the item being used or damaged before shipment.
-
We failed to ensure the item being sold met the Amazon Condition Policy of “Brand New” which reads "A brand-new, unused and unopened item in the original packaging… "
-
Warehouse operatives have assumed all returned shipments (Undelivered) are “Brand New” without taking into consideration that the item could be damaged from transit and or mishandling.
-
Internal packaging has not been sufficient to prevent items touching one another causing marks and scratches while in transit or storage.
Resolution Steps
-
Additional packaging will be added to ensure surface marks can not happen while in transit. This will prevent items inside the box rubbing or touching each other causing surface marks and scratches.
-
All existing inventory has been checked and packaging updated. We will do this by inspecting each and every component and checking the internal and external presentation of the box is new.
-
Returns for xxxxx have all been accepted and will be refunded in full.
-
Goods now returned as “New” or Undelivered by the courier will be assessed by staff to ensure the product is re-listed with the correct condition code such as “Certified Refurbished”, “Like New”, “Very Good”, “Good & Acceptable”.
Preventative Measures
- Staff will be regularly trained on how to assess and determine the condition of a product. This will be followed up by audits by senior members of staff to ensure the policies are being adhered to.
- We will expand our listings to include conditions that accurately reflect the condition of the product that we are selling.
- Our packaging partner will be asked to review our internal and external packaging requirements for this and other ASINs to ensure we continue to ensure the item arrives with our mutual customer in the condition it left in.
Seller_0AzQ9sScbmgBx
Thats Isabella,
I could update that but I am not getting replies from them any longer. How can I get them to reconsider my application?
Seller_0AzQ9sScbmgBx
Thanks Guys,
Hows this look?
Root Cause
- Some of our customers reported ASIN xxxxx arriving with surface marks or scratches which give the appearance of the item being used or damaged before shipment due to inadequate internal packaging.
- We failed to ensure the item being sold met the Amazon Condition Policy of “Brand New” which reads "A brand-new, unused and unopened item in the original packaging… " by allowing items to arrive that appeared used.
- Warehouse operatives have assumed all returned shipments (Undelivered) are “Brand New” without taking into consideration that the item could be damaged from transit and or mishandling. This is due to inadequate training and understanding of why the item has arrived back.
- Internal packaging has not been sufficient to prevent items touching one another causing marks and scratches while in transit or storage. This is due to a lack of testing on how the packaging performs when being manually handled for longer periods of time.
Resolution Steps
- Additional packaging will be added to ensure surface marks can not happen while in transit. This will prevent items inside the box rubbing or touching each other causing surface marks and scratches.
- All existing inventory has been checked and packaging updated. We will do this by inspecting each and every component and checking the internal and external presentation of the box is new.
- Returns for xxxxx have all been accepted and will be refunded in full.
- Goods now returned as “New” or Undelivered by the courier will be assessed by staff to ensure the product is re-listed with the correct condition code such as “Certified Refurbished”, “Like New”, “Very Good”, “Good & Acceptable”.
Preventative Measures
- Staff will be regularly trained on how to assess and determine the condition of a product. This will be followed up by audits by senior members of staff to ensure the policies are being adhered to.
- We will expand our listings to include conditions that accurately reflect the condition of the product that we are selling.
- Our packaging partner will be asked to review our internal and external packaging requirements for this and other ASINs to ensure we continue to ensure the item arrives with our mutual customer in the condition it left in.
Seller_0AzQ9sScbmgBx
Ok guys,
Hows this look?
Root Cause
- Some of our customers reported ASIN xxxxx arriving with surface marks or scratches which give the appearance of the item being used or damaged due to inadequate internal packaging.
- Packaging was inadequate as new environmentally friendly packaging has been used to replace old plastic and foam packaging without performing impact and drop testing.
- Impact and drop testing was not carried out as the system identified this ASIN/SKU as having passed but not taken into consideration the new revised packaging.
- As Internal packaging has not been sufficient to prevent items touching one another causing marks and scratches while in transit or storage.
- Warehouse operatives have assumed all returned shipments (Undelivered) are “Brand New” without taking into consideration that the item could be damaged from transit and or mishandling. This is due to inadequate training and understanding of why the item has arrived back.
Resolution Steps
- Additional packaging will be added to ensure surface marks can not happen while in transit. This will prevent items inside the box rubbing or touching each other causing surface marks and scratches.
- All existing inventory has been checked and packaging updated. We will do this by inspecting each and every component and checking the internal and external presentation of the box is new.
- Returns for xxxxx have all been accepted and will be refunded in full.
- Goods now returned as “New” or Undelivered by the courier will be assessed by staff to ensure the product is re-listed with the correct condition code such as “Certified Refurbished”, “Like New”, “Very Good”, “Good & Acceptable”.
Preventative Measures
- Staff will be regularly trained on how to assess and determine the condition of a product. This will be followed up by audits by senior members of staff to ensure the policies are being adhered to.
- We will expand our listings to include conditions that accurately reflect the condition of the product that we are selling.
- Our packaging partner will be asked to review all existing ASINs and SKUs where packaging has been revised to ensure it passes the impact and drop testing procedure to ensure the item arrives with our mutual customer in the condition it left in.
Seller_0AzQ9sScbmgBx
Any update guys? I have resubmitted the application via Amazon and keep getting declined.
