Product Condition Complaint - Wrong Product. What should I do?
Hi everyone,
I recently encountered an issue with Amazon regarding a product condition complaint, and I need some advice on how to proceed. Here's the situation:
I received a notice from Amazon stating that a customer reported receiving the incorrect product. All of my orders are fulfilled by Amazon's FBA. Following Amazon's suggestion, I appealed the complaint by providing my invoices from the manufacturer. This particular item only has one variant, so there should be no confusion in what was sent. Amazon also did not tell me which order this was so I can find out exactly what the problem is.
To ensure the quality of my products, I hired an inspector to perform a thorough quality check before the items were sent to Amazon's warehouse. I included this inspection report along with the manufacturer's invoice in my appeal.
Unfortunately, my appeal was not successful. Amazon responded with: "We do not have enough information to remove the violation at this time."
I'm at a loss for what additional information I need to provide to resolve this issue. Has anyone experienced a similar situation and resolved it successfully? What specific evidence or documentation did you submit to successfully appeal a product condition complaint?
Any advice or insights would be greatly appreciated!
Thank you!
Product Condition Complaint - Wrong Product. What should I do?
Hi everyone,
I recently encountered an issue with Amazon regarding a product condition complaint, and I need some advice on how to proceed. Here's the situation:
I received a notice from Amazon stating that a customer reported receiving the incorrect product. All of my orders are fulfilled by Amazon's FBA. Following Amazon's suggestion, I appealed the complaint by providing my invoices from the manufacturer. This particular item only has one variant, so there should be no confusion in what was sent. Amazon also did not tell me which order this was so I can find out exactly what the problem is.
To ensure the quality of my products, I hired an inspector to perform a thorough quality check before the items were sent to Amazon's warehouse. I included this inspection report along with the manufacturer's invoice in my appeal.
Unfortunately, my appeal was not successful. Amazon responded with: "We do not have enough information to remove the violation at this time."
I'm at a loss for what additional information I need to provide to resolve this issue. Has anyone experienced a similar situation and resolved it successfully? What specific evidence or documentation did you submit to successfully appeal a product condition complaint?
Any advice or insights would be greatly appreciated!
Thank you!
1 respuesta
Emet_Amazon
Hello @Seller_jtH6ggUxlxas0,
Thank you for posting your concerns with a wrong item complaint.
I recently encountered an issue with Amazon regarding a product condition complaint, and I need some advice on how to proceed. Here's the situation:
I received a notice from Amazon stating that a customer reported receiving the incorrect product. All of my orders are fulfilled by Amazon's FBA. Following Amazon's suggestion, I appealed the complaint by providing my invoices from the manufacturer. This particular item only has one variant, so there should be no confusion in what was sent. Amazon also did not tell me which order this was so I can find out exactly what the problem is.
When providing your invoices, did they meet our requirements on the responsible sourcing help page? Does the documentation reference the product and brand so they can be identified?
Did you have your products inspected in your own facility or at your suppliers facility? What does this quality inspection offer as supporting evidence on the wrong item concerns? How did you ship the products to the fulfillment center. did you or your supplier do this?
Do you have a bill of lading to showcase exactly what was sent to the fulfillment center? Does the BoL match the mentioned products on the invoice? You can see more on our bill of lading requirements on our related creating a shipment help page.
We will require proof that the product used to list and sell what you sourced and shipped all match. Do the product details 100% match your product, are there any deviations or different brands? Can you show proof that what you purchased and sourced is exactly what you shipped to the fulfillment center.
This will help show that these issues were a customers perception of the situation, or that the issue did not originate from your end.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
