Defective Product delisted
We have been selling on Amazon for over 15 years. We manufacture and sell a flexible trim product. We are very frustrated with the consumer not following our detailed instructions to clean the surface before applying our product. When the consumer fails to follow detailed instructions they attempt to install our product on an unclean surface and it does not stick. They then return it as "defective".
We have extensive testing in house on all of our products to ensure they work as advertised. Currently, Amazon has "delisted" this ASIN and labeled it defective.
Amazon seems to ignore the fact that many consumers return products as defective to get the free return shipping. We have not had any success in discussing this huge problem and now must have Amazon return all of the effected ASIN.
This is extremely frustrating to have Amazon de-list our product and we do not get argue our point on this matter. We have been found guilty without an opportunity to prove our point.
Defective Product delisted
We have been selling on Amazon for over 15 years. We manufacture and sell a flexible trim product. We are very frustrated with the consumer not following our detailed instructions to clean the surface before applying our product. When the consumer fails to follow detailed instructions they attempt to install our product on an unclean surface and it does not stick. They then return it as "defective".
We have extensive testing in house on all of our products to ensure they work as advertised. Currently, Amazon has "delisted" this ASIN and labeled it defective.
Amazon seems to ignore the fact that many consumers return products as defective to get the free return shipping. We have not had any success in discussing this huge problem and now must have Amazon return all of the effected ASIN.
This is extremely frustrating to have Amazon de-list our product and we do not get argue our point on this matter. We have been found guilty without an opportunity to prove our point.
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Stevie_Amazon
Hi there @Seller_f4eLJTH56G9Ji,
I appreciate you utilizing the Seller Forums.
I understand you have recently have received condition complaints on some of your products and are needing to address the violations present on your Account Health page. I would like to provide further insight into the applicable policies as well as your next steps.
As buyers come to Amazon knowing they can trust the products they are purchasing will be accurately described, down to the condition of the item. When customers state the items they received from you are defective, this can range from the item not working as described or the item not working in terms of the customer perception and experience.
As the seller, you are playing a crucial role in not only meeting those customer expectations but also maintaining the trust between buyers, yourself, and Amazon.
In regards to a quality assurance testing process, what does this look like for your business? What are the steps taken to Is there room for any improvements, or is this something will look into?
It is important to ensure your products not only work as described, but are effectively described and include clear instructions. Is there anything you could improve upon in these instructions? Are they located on an insert or on the product packaging? Are you able to also add these instructions to the detail page if they are not already there?
You should also consider if there is any information within your listing that you could remove from the product detail page which might be misleading your customers?
All in all, you will want to consider identifying the exact cause of the issue and then develop preventative measures in order to guard against the same complaints.
For further best practices in preventing such complaints, I urge you to visit the preventing defective product issues help page.
Feel free to utilize this thread to ask further questions, as the forums community and I are here to support you.
Stevie.
