Hello @Nano_Amazon @Glenn_Amazon @Cooper_Amazon @Atlas_Amazon @Josh_Amazon I really need some assistance in a matter that Seller Performance refuses to accept an appeal on. In fact, I can count on one hand the number of these types of complaints where SP has accepted an appeal related to product quality in the 15 years we have been working with brands. This type of issue seems to be a blind spot where Amazon has "policied" themselves into a corner.

So my client has a product that has an expiration date. That expiration date is supplied on the packaging and with the shipment data, so Amazon is fully aware of the expiration date of every unit in their FCs of this product. Despite this, they still shipped a number of expired units to customers. As a result, there were 3 Voice of the Customer complaints about customers receiving expired products. Very clear, very obvious. So we appeal this ASIN suspension with the reason of "FBA error". We take screen shots of the VOC page and the individual order pages with arrows showing that the orders were FBA orders. We put together a Word doc explaining that the units in FCs under this ASIN have varying expiration dates and we count on Amazon FCs to move expired units to unsellable. That Amazon does not provide us any tools to monitor or extract only the units that have come up on expiration. So we count on Amazon to get this right, otherwise what is the point of supplying Amazon with this information during shipment creation? Yet, despite all of this, they keep denying the request to reinstate the ASIN.

So after multiple appeals stating this was an "FBA error". They said have a Bin check done like that somehow is going to provide any further clarity on what happened (it doesn't). Like a Bin check is going to somehow show them that there were expired units in the FCs. The orders themselves clearly showed that? We obliged anyway. Unfortunately, those units were in a removal order already and marked as Unfulfillable, so no Bin check could be done. Apparently that just totally invalidates "FBA Error" as an option, even though it is the correct option.

We even said screw it, we will just accept responsibility and say that we could have done something more than we did to prevent this (as is typically the case when Amazon needs to be accountable for something). Even that appeal they denied. I am not sure why Expiration date complaints are impossible to appeal successfully or why we are provided appeal options that will simply be ignored? What is the function of this process if all roads lead to "We received your submission but do not have sufficient information to reactivate your listings"? Of the dozens we have worked on over the years, only 2 were successfully appealed. This process is broken entirely. I get the need for it certainly, but process to resolve them is totally broken.

There are not case numbers associated with this type of product quality issue for some reason, so one cannot be provided. I can provide the Account Health and Bin check case IDs were we requested further assistance on resolving this. Those are: 17189877701, 17054974891, 17054860001, 17002789511, 16786243831