False Customer Complaints on Our Products. What do we do?
Hello,
We have 2 product variations on the same listing. One is a smaller size and one is a larger size.
We recently received a customer complaint on the larger unit that the product received was not the larger variation but rather the smaller variation.
Because of this, amazon has taken down our listing until we deal with the performance violation.
A few days later we received the exact same complaint on the smaller listing, that this customer received the larger variation.
After our internal investigation we believe these complaints to be fraudulent. If they are not fraudulent we believe them to be a warehouse issue at the fulfillment center.
What should we do to get our large listing reactivated? We have went through the process in performance notifications. We sent amazon pictures of the product with proper SKU labels. We also uploaded a pdf summary of what we believe the issue to be.
Please help. Its not fun having listing deactivated. Thank you.
False Customer Complaints on Our Products. What do we do?
Hello,
We have 2 product variations on the same listing. One is a smaller size and one is a larger size.
We recently received a customer complaint on the larger unit that the product received was not the larger variation but rather the smaller variation.
Because of this, amazon has taken down our listing until we deal with the performance violation.
A few days later we received the exact same complaint on the smaller listing, that this customer received the larger variation.
After our internal investigation we believe these complaints to be fraudulent. If they are not fraudulent we believe them to be a warehouse issue at the fulfillment center.
What should we do to get our large listing reactivated? We have went through the process in performance notifications. We sent amazon pictures of the product with proper SKU labels. We also uploaded a pdf summary of what we believe the issue to be.
Please help. Its not fun having listing deactivated. Thank you.
5 replies
Seller_CW0P5hgbsiqWX
"We recently received a customer complaint on the larger unit that the product received was not the larger variation but rather the smaller variation."
How about that. It is a pretty good scan isn't it. And to make things worse, Amazon allows it to happen. Amazon always takes the buyer's word/complaint over what the seller claims is the truth.
Simply by making that claim, the buyer gets refunded, or a second item sent as a replacement.
Your solution is to play Amazon against itself. Trun the listing with two sizes into two separate offerings and watch the problem end. If the buyer has done it to you, they have done it to 100 other sellers.
KJ_Amazon
Hello @Seller_XqTJeqIoWkxIq.
What should we do to get our large listing reactivated? We have went through the process in performance notifications. We sent amazon pictures of the product with proper SKU labels. We also uploaded a pdf summary of what we believe the issue to be.
What is the status of this product violation and your request to reinstate the listing? Are you still waiting for a response to your request, or was it denied?
KJ_Amazon
Seller_L4mc9uax2MoSW
Thanks for this insight. We were thinking if adding size variations, but not worth the headache once we realize how Amazon CS will handle it.
Seller_aNsixtdBpnLRG
We have a number of listings that require a buyer to pick the size. It seems that rulers or similar are no longer in every home - Our returns on this platform b/c of this are becoming unsustainable.
Seller_SJRMV3s4mNrFA
You have a Chinese competitor...whom Amazon accepts their statements as God's(Money) Truth.
