How can I get a BIN done when the request for a BIN check was 4 weeks ago?
I had a policy violation for an expired product that was sent from an FBA warehouse. The customer stated they received and item with an expiration date of 11/2022 - that is a year ago. Amazon policy states that: "Our system stores the expiration date information in Coordinated Universal Time (UTC). Due to time-zone conversions, the date on the box label might differ from what you originally entered. Items that are past expiration at the time of arrival at Amazon fulfillment centers will be marked as unsellable. Inventory control at Amazon fulfillment centers Once products have arrived at our fulfillment centers, we monitor their shelf life to protect our customers from receiving products past expiration. Unsold inventory that passes its expiration date, or is close to exceeding the shelf life of the ASIN, is set to unsellable status. To have your unsellable products sent back to you automatically, ensure that our inventory settings are set to do so.". I have my settings set to return unsellable items weekly. I sent in information that proves that I purchased 990 units last year and sent in 990 units last year. I provided the corresponding shipment ID's to prove that I sent in to FBA warehouses the exact number that I purchased. After several weeks the policy violation was removed. However, the BIN check that I requested on 10/22 has still not been done despite repeated calls and emails requesting updates and asking for the request to be expedited. I spoke to an Account Specialist today who told me to use the specific ID number from our call and to request to escalate the request. I followed her instructions and requested a call from FBA support specialist who continued to tell me that they are waiting on the internal team and that I need to wait. I asked for a supervisor and was told they supervisor would just tell me the same thing. I stated I still wanted confirmation from a supervisor and was told that someone would call me within 4 hrs. I had made this same request a couple of weeks ago and never received a call. At this point I have incurred an additional $668 in storage fees for inventory that should have already sold but did not because it is being held waiting for a BIN check that I can't get anyone to do. And at this point the items are probably expired. How can I receive help to get this BIN check done?
How can I get a BIN done when the request for a BIN check was 4 weeks ago?
I had a policy violation for an expired product that was sent from an FBA warehouse. The customer stated they received and item with an expiration date of 11/2022 - that is a year ago. Amazon policy states that: "Our system stores the expiration date information in Coordinated Universal Time (UTC). Due to time-zone conversions, the date on the box label might differ from what you originally entered. Items that are past expiration at the time of arrival at Amazon fulfillment centers will be marked as unsellable. Inventory control at Amazon fulfillment centers Once products have arrived at our fulfillment centers, we monitor their shelf life to protect our customers from receiving products past expiration. Unsold inventory that passes its expiration date, or is close to exceeding the shelf life of the ASIN, is set to unsellable status. To have your unsellable products sent back to you automatically, ensure that our inventory settings are set to do so.". I have my settings set to return unsellable items weekly. I sent in information that proves that I purchased 990 units last year and sent in 990 units last year. I provided the corresponding shipment ID's to prove that I sent in to FBA warehouses the exact number that I purchased. After several weeks the policy violation was removed. However, the BIN check that I requested on 10/22 has still not been done despite repeated calls and emails requesting updates and asking for the request to be expedited. I spoke to an Account Specialist today who told me to use the specific ID number from our call and to request to escalate the request. I followed her instructions and requested a call from FBA support specialist who continued to tell me that they are waiting on the internal team and that I need to wait. I asked for a supervisor and was told they supervisor would just tell me the same thing. I stated I still wanted confirmation from a supervisor and was told that someone would call me within 4 hrs. I had made this same request a couple of weeks ago and never received a call. At this point I have incurred an additional $668 in storage fees for inventory that should have already sold but did not because it is being held waiting for a BIN check that I can't get anyone to do. And at this point the items are probably expired. How can I receive help to get this BIN check done?
2 respuestas
Madeline_AMZ_481
Hi @Seller_TToS0CSfrtzeZ
This is Madeline from Amazon to provide more support on your end.
Understand that your account is issue with Product Condition Complaint
How do you ensure the products you ship comply with the Amazon policy on expiration-dated products?
Generally, when your listing has been deactivate due to defective complaints, you will have to provide a plan of action and invoices for Amazon to identify your product source. A valid invoices will need to meet the following criteria:
Include supplier information (name, contact info, website, etc.)
Include your information
Show item quantities
Not be older than 365 days
Be authentic & unaltered docs
Be submitted in PDF, JPG, PNG, or GIF files
To reactivate your listing, you will have to provide the following information:
A plan of action that identifies:
The issue(s) that you believe caused the defective complaints about your items.
The actions you have taken to resolve the issue(s) that caused these complaints about your items.
The steps you have taken to prevent future complaints about the condition of your items.
Here are a few things to consider as you create your plan:
Sourcing: Are you sourcing the product from a trusted supplier?
Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
Packaging: Is the product in its original packaging as listed on Amazon?
Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
Review your communications from buyers to better understand the issues.
Be as specific as possible in your plan.
To reactivate your listing, you will have to provide the following information:
A plan of action that identifies:
The issue(s) that you believe caused the defective complaints about your items.
The actions you have taken to resolve the issue(s) that caused these complaints about your items.
The steps you have taken to prevent future complaints about the condition of your items.
Here are a few things to consider as you create your plan:
Sourcing: Are you sourcing the product from a trusted supplier?
Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
Packaging: Is the product in its original packaging as listed on Amazon?
Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
Review your communications from buyers to better understand the issues.
Be as specific as possible in your plan.
you may find some of the following pages to be helpful in better understanding the scenario that led to the violation:
-Amazon product authenticity and quality
-Best practices in product quality
Please check your account and performance notifications and follow the instructions therein as to next steps.
For further communication, you may create a case with reach out to our Amazon associate for assistance. Explain the situation and let them know that you are need help with BIN check update. They may be able to guide you on how to address this specific issue.
However, due to limited access, we would advise you to contact seller support team in Seller Central by following these steps:
- In the top right corner, go to ‘Help’
- At the ‘Help’ page, proceed to ‘Contact Us’ or ‘Get Support’ at the bottom center of the page
- Proceed to click ‘Selling on Amazon’
- Here you will find ‘Your Account’ and other top solutions, find ‘Account Verification’ or clicking 'My issue is not listed' and describe your account related issue
- At this section, you will be able to email, chat or phone if you would like a callback with our Amazon team.
We hope the above information is helpful,
Thank you,
Madeline
