Help Please I am Getting Nowhere with Seller Support Arghhhhhhhhhh
I am looking for some help please from the Mods regarding an issue Seller support cannot understand and are not helping at all.
We sell Sunglasses and eyewear and we pay extra to include a carry pouch and cleaning cloth with every set, because customers want this, it helps improve the life span of the item, allows for cleaning and prevents damage.
Around 2 years ago we changed some images to show this and the accessories as they are fundamental to the product and for the customer buying experience. We spoke with Amazon who confirmed this was completely acceptable, but there should be no swing tags or product packagaing.
Completely fair and understandable. Fast forward to now, we have put some images on and they have instantly been supressed.
It is because the system thinks that the pouch is a swing tag. I totally get that with the drawstring. Previously we were told to get the catalog team to check this and then overide it as it was not correct. So it should be really simple.
However, seller support are not helpful in this. We have gone from, oh its a swing tag, which its not and we proved, to its packaging, which its not and we proved. To your not allowed to put accessories on the image, which again according to Amazons own terms and conditions is completely wrong. To "do not show accessories or any props that ARE NOT included with the purchase., which is not relevent as THEY ARE included.
I understand no tags, and no packaging and not including props or images of things not included, as that would confuse the customer, but my images are very compliant and more than that they inform the buyer. If someone is looking for a set of glasses and two are side by side and the customer wants on with a pre ready protective pouch and cleaning cloth, then they should be able to see that item and select it.
But seller support seem to be quoting random bits of the policy which are not even relevent, its going around and around and around the case ID is 11153215832.
1, the system flagged the item as maybe having packaging or swing tags on it. We have confirmed as you can see that the product packagaing is a clear transparent bag with our logo and details on. The swing tag for the product has our details on ans ISO 12312.1 safety information. Neither of these are shown on the image, so this is not relevent
2, You have provided this link to image guidelines, as I am telling you a carry case in this case and cleaning cloth is an important product feature as it protects the product from damages and allows cleaning, customers actively search for this. Your own guidelines catagorically state this is ok.
3, For the next paragraph you quoted, it says "do not show accessories or any props that ARE NOT included with the purchase." Makes complete sense as you do not want a customer buying a set of sunglasses and expect a pouch and cloth. However, as you can clearly see every single set has this. So they are included, as such this paragraph is not relevent
4, It then says the following, as such you can clearly see that where accessories are included they should be included in the image.
"Only show one unit of the product and any accessories that are included in the purchase. For multipacks or assortments, read further guidance in the Product category section below.
Don’t show accessories or any props that aren’t included with purchase and might confuse the customer."
5, "Don’t include packaging, unless it’s an important product feature, for example, a carrying case or gift basket may be included."
https://sellercentraleurope.amazon.com/help/hub/reference/G1881mons_sel_mkid=amzn1.mp.o.A1F83G8C2ARO7P&mons_sel_dir_mcid=amzn1.merchant.d.ACPJBQ35I4ZAOXBUOVF3ZIEA6Q7Q&mons_sel_dir_paid=amzn1.pa.d.ADUNAFDM4ETMWHPGJQR2G2BIURMA&ignore_selection_changed=true
It is highly relevent and important to customers to be able to see the full item they are purchasing. If you were to buy a Karcher K19 power washer and I was selling it with a snow foam and extra powerful nose attachement, you would expect to see them in the image wouldnt you ? as they are highly relevent to the product.
In the same way, if I had a Karcher and was selling it with a lovely handy travel case, you would expect to see that on the image also. Or if I was selling a mobile phone carry case, tempered glass screen protector, you would expect it to have those on the image as they are incldued.
Mnay people actively search for Reading glasses with pouch, or sunglasses with pouch and cleaning cloth and I know from previous conversations that this is absolutely fine and fully compliant, but I am getting nowehere with the current seller support so any help is greatly appreciated
@Ezra_Amazon@Spencer_Amazon@Winston_Amazon@Sarah_Amzn@Roberto_Amazon
Help Please I am Getting Nowhere with Seller Support Arghhhhhhhhhh
I am looking for some help please from the Mods regarding an issue Seller support cannot understand and are not helping at all.
We sell Sunglasses and eyewear and we pay extra to include a carry pouch and cleaning cloth with every set, because customers want this, it helps improve the life span of the item, allows for cleaning and prevents damage.
Around 2 years ago we changed some images to show this and the accessories as they are fundamental to the product and for the customer buying experience. We spoke with Amazon who confirmed this was completely acceptable, but there should be no swing tags or product packagaing.
Completely fair and understandable. Fast forward to now, we have put some images on and they have instantly been supressed.
It is because the system thinks that the pouch is a swing tag. I totally get that with the drawstring. Previously we were told to get the catalog team to check this and then overide it as it was not correct. So it should be really simple.
However, seller support are not helpful in this. We have gone from, oh its a swing tag, which its not and we proved, to its packaging, which its not and we proved. To your not allowed to put accessories on the image, which again according to Amazons own terms and conditions is completely wrong. To "do not show accessories or any props that ARE NOT included with the purchase., which is not relevent as THEY ARE included.
I understand no tags, and no packaging and not including props or images of things not included, as that would confuse the customer, but my images are very compliant and more than that they inform the buyer. If someone is looking for a set of glasses and two are side by side and the customer wants on with a pre ready protective pouch and cleaning cloth, then they should be able to see that item and select it.
But seller support seem to be quoting random bits of the policy which are not even relevent, its going around and around and around the case ID is 11153215832.
1, the system flagged the item as maybe having packaging or swing tags on it. We have confirmed as you can see that the product packagaing is a clear transparent bag with our logo and details on. The swing tag for the product has our details on ans ISO 12312.1 safety information. Neither of these are shown on the image, so this is not relevent
2, You have provided this link to image guidelines, as I am telling you a carry case in this case and cleaning cloth is an important product feature as it protects the product from damages and allows cleaning, customers actively search for this. Your own guidelines catagorically state this is ok.
3, For the next paragraph you quoted, it says "do not show accessories or any props that ARE NOT included with the purchase." Makes complete sense as you do not want a customer buying a set of sunglasses and expect a pouch and cloth. However, as you can clearly see every single set has this. So they are included, as such this paragraph is not relevent
4, It then says the following, as such you can clearly see that where accessories are included they should be included in the image.
"Only show one unit of the product and any accessories that are included in the purchase. For multipacks or assortments, read further guidance in the Product category section below.
Don’t show accessories or any props that aren’t included with purchase and might confuse the customer."
5, "Don’t include packaging, unless it’s an important product feature, for example, a carrying case or gift basket may be included."
https://sellercentraleurope.amazon.com/help/hub/reference/G1881mons_sel_mkid=amzn1.mp.o.A1F83G8C2ARO7P&mons_sel_dir_mcid=amzn1.merchant.d.ACPJBQ35I4ZAOXBUOVF3ZIEA6Q7Q&mons_sel_dir_paid=amzn1.pa.d.ADUNAFDM4ETMWHPGJQR2G2BIURMA&ignore_selection_changed=true
It is highly relevent and important to customers to be able to see the full item they are purchasing. If you were to buy a Karcher K19 power washer and I was selling it with a snow foam and extra powerful nose attachement, you would expect to see them in the image wouldnt you ? as they are highly relevent to the product.
In the same way, if I had a Karcher and was selling it with a lovely handy travel case, you would expect to see that on the image also. Or if I was selling a mobile phone carry case, tempered glass screen protector, you would expect it to have those on the image as they are incldued.
Mnay people actively search for Reading glasses with pouch, or sunglasses with pouch and cleaning cloth and I know from previous conversations that this is absolutely fine and fully compliant, but I am getting nowehere with the current seller support so any help is greatly appreciated
@Ezra_Amazon@Spencer_Amazon@Winston_Amazon@Sarah_Amzn@Roberto_Amazon
9 replies
Seller_sg54Fq7GfBZzn
And now I have proven that this image meets requirements, we have defaulted back to "it has swing tags on it". arghhhhhhh, for real ?
Seller_lmJOjF6JybyzB
I feel your pain. Unfortunately I can't offer any advice aside from to say that I am not remotely surprised that seller support have been dreadful - it's because they really are. The only thing more astonishing than their lack of ability is the fact that Amazon must know how bad they are but continue to do nothing about it.
Seller_d8YGbIjNqwFxn
In the past submitting a new image has resolved this for me. Trying a new image with things in different positions or angles may well resolve the issue.
You are right you can display all the accessories in your image if it is part of the product the customer will receive.
It is Amaozn Bots that flag these issues sonsometimes a new image is the only way forward.
Seller_7pTs15IYXmTOB
Seller support is NOT going to help you. All they do is waste amazon and seller resources. You just have to keep trying until the system accepts it. Sad I know. Most certainly not what we are paying for. But it isn't enough if we have expectations from seller support, they should also, the very least, fulfil the roles they signed up to and do a fraction of justice to the platform they chose to work for.
Seller_sg54Fq7GfBZzn
In the end I asked to speak to a manager and spoke to someone in a different dept who confirmed that the images were perfectly fine and should be over ridden and cleared and they did it. Meanwhile on the original case, the same rep just still kept closing it with the same line, despite the truth sitting there pointing to them in the face.
What hope have we got when reps dont even know amazons own policies ?
Seller_sg54Fq7GfBZzn
What is worse in this case AMAZON is that your reps despite being told by the catalog team member that I am right, despite if being right there in black and white they they have not been correct, still right now right to this point are still giving out the same false information.
It is literally there in black and white from Amazon yourselves and they STILL will not read the case.
Is it any wonder cases are re opened over and over again ?
Seller_B8rtnzHr0kixL
I've given up believing amazon hires above room temperature IQ humans for seller support and I've gave in to the apparent use of tardigrade employment strategy, I have dealt with something similar to this for months with no resolution other to force a lot of listings to fbm and destroy inventory. I'm glad you got your issue resolved in the end.
Seller_l9DWGFvAaJQ2I
Maybe edit out the drawstring on the case?
