Product Condition Complaint - Defective
I just received a Product Condition Complaint - Defective violation.
Amazon is asking me to respond to the customer comments, but they will NOT tell me what the customer said.
Amazon is asking me to address the complaint, but they will not tell me what the complaint is.
Amazon is asking if I can tell them about any correspondence I may have had with the customer regarding this issue, but they will not tell me who the customer is.
To add to the stupidity of this, there is not even a comments section on the appeals page. Lol.
The product is an American made all brass valve I sell thousands of. I am not even sure what the complaint is.
So tell me, Amazon.. Please enlighten me.. [Moderator Edit: removed inappropriate commentary]
Product Condition Complaint - Defective
I just received a Product Condition Complaint - Defective violation.
Amazon is asking me to respond to the customer comments, but they will NOT tell me what the customer said.
Amazon is asking me to address the complaint, but they will not tell me what the complaint is.
Amazon is asking if I can tell them about any correspondence I may have had with the customer regarding this issue, but they will not tell me who the customer is.
To add to the stupidity of this, there is not even a comments section on the appeals page. Lol.
The product is an American made all brass valve I sell thousands of. I am not even sure what the complaint is.
So tell me, Amazon.. Please enlighten me.. [Moderator Edit: removed inappropriate commentary]
10 respuestas
Atlas_Amazon
Hello @Seller_4HsL3GZbyDLea
Thank you for the information provided regarding the issue that you are experiencing with your listing and the defective complaint. If there are no comments available, then we would recommend reviewing any buyer seller messages that you have had for this product within the previous 180 days from the dates the violation was received.
Try to look for any kind of indicators where the product was assumed to not have functioned as expected. Once you have identified the specific comment that is contributing, you will want to provide an appeal that can dispute or explain why the complaint was received.
For any additional questions or updates on this situation, we would advise on providing the information to this thread.
Best,
Atlas
Seller_V5l9UBkHDQEjb
I dealt with this recently. I had to go digging for the order that was probably it. if its an FBA order, check your fba product returns to find a return that may match it.
went seven years of shoddy quality FBA shipping causing product damage and somehow finally landed one of these. and it was completely silly because the item was returned as sellable, and then resold without incident later. after a whole lot of back and forth with people who could not comprehend how this made absolutely no sense, I finally got it removed by appealing like three times. good luck.
Seller_g7PbGX1YRsgM8
Do you think the complaint is from your competition. Probable from another company that is importing an equivalent Chinese product. I cannot believe the original email from Amazon. Just like they mysteriously give credits to customer ckmplsints
Seller_5xUDjRTyrAgVB
Yes, we get the same issue. What can you do? Ask support and get a totally different answer that wont help anything. We Dont get many but every single time I get one of these I get furious that this site has fallen so far off. Use to be the best site around. Now they worry about competing with overseas junk and garbage sites
LeviDylan_Amazon
Hello @Seller_4HsL3GZbyDLea,
I hope you are doing well.
I wanted to add that to search for customer feedback that may have contributed to receiving the defective complaint, you can use the voice of the customer feature in seller central. Have you visited this to search customer feedback about that particular ASIN?
Your options to address this will be to take the acknowledgement, appeal by questionnaire along with submitting invoices or to dispute with evidence that the buyer's complaint is inaccurate. If you have the option to take the acknowledgement you will agree to the following:
-I will identify the root cause(s) driving the customer complaints and implement preventative steps to ensure that these issues don’t occur in the future.
-I will ensure that my products are accurately listed against the correct ASINs, and that the functionality, edition, size, or language described in the listing matches my product.
-I will have quality control processes set up to ensure products being shipped are stored properly, match the description in product detail page, contains all necessary parts, and function as expected.
-Whilst making this acknowledgement will remove this violation from my Account Health Dashboard, I understand Amazon may still take it into account when considering future concerns around my listings.
- I acknowledge that I have read, understood, and agree to comply with the following policies- Preventing Product Condition Issues, and Selling Policies and Seller code of conduct
If you choose to take the acknowledgement and it is accepted, the ASIN will be reinstated and the violation will be removed from your account health page.
When appealing with the questionnaire you will be asked to identify and select the root cause driving the complaints and what steps you will implement to avoid complaints like this in the future to resolve customer confusion. example: add more specific product details to the product detail page. You will also be required to submit invoices for the ASIN in question along with the questionnaire.
For successful disputes you will be asked to provide evidence that the error did not originate from your side along with selecting the reason for the error in the questionnaire-example:
-Messaging from the customer stating they have made an error
-Request a bin check of your FBA inventory for defects
-Any documents, images and additional evidence that supports your claim
If the review team is unable to substantiate your claim, the dispute may be rejected.
I know I have provided a lot of information. Once you have looked this over, can you share which appeal option you would like to pursue? This way we can focus on the requirements for that appeal option and work toward a resolution.
I look forward to your reply.
Wishing you the best,
LeviDylan
