Dealing with Multiple Account Health Violations -Product Condition Complaints 'Defective' for Top-Selling ASINs
Hey fellow sellers,
I’m dealing with a frustrating issue I’m hoping someone can relate to. Recently, my account got hit with multiple "Product Condition Complaints - Defective" violations, and I’m at my wit’s end.
Here’s the situation:
Back in April, one of our best-selling ASINs got blocked over negative feedback. After multiple appeals, it was only reinstated when we "acknowledged" the violation. Now, the same issue has hit another top-selling ASIN—selling over 300 units a month. This time, the listing has a 4-star rating with 200+ reviews, so I don’t understand how this is happening again.
I contacted the Account Health Specialist and was advised to check the Voice of Customer feedback. Out of 325 orders, 10 complaints mentioned Negative Customer Experience (NCX), with only 6 labeled as "defective"—less than 3% of the total orders. Yet, this small number of complaints is being treated as a huge problem.
One of the customers who left a complaint admitted to trying to cut 10 sheets of 200gsm paper, even though our listing clearly states it can only handle 4-5 sheets of 70-80gsm paper. She even mentioned it cut 2-3 sheets perfectly, proving the product isn’t defective. I submitted this as evidence, but my appeal got rejected with a generic response: "We reviewed the information but do not have enough to address the issues."
I reached out to the Account Health Specialist again, and they agreed that the violation doesn’t make sense, but no resolution was offered. The final instruction is to acknowledge the violation by June 17th to keep the listing active.
It’s incredibly frustrating that Amazon forces sellers to accept violations like this to keep business running. Has anyone faced something similar? How do you handle these situations when it feels like the system is rigged against us?
Dealing with Multiple Account Health Violations -Product Condition Complaints 'Defective' for Top-Selling ASINs
Hey fellow sellers,
I’m dealing with a frustrating issue I’m hoping someone can relate to. Recently, my account got hit with multiple "Product Condition Complaints - Defective" violations, and I’m at my wit’s end.
Here’s the situation:
Back in April, one of our best-selling ASINs got blocked over negative feedback. After multiple appeals, it was only reinstated when we "acknowledged" the violation. Now, the same issue has hit another top-selling ASIN—selling over 300 units a month. This time, the listing has a 4-star rating with 200+ reviews, so I don’t understand how this is happening again.
I contacted the Account Health Specialist and was advised to check the Voice of Customer feedback. Out of 325 orders, 10 complaints mentioned Negative Customer Experience (NCX), with only 6 labeled as "defective"—less than 3% of the total orders. Yet, this small number of complaints is being treated as a huge problem.
One of the customers who left a complaint admitted to trying to cut 10 sheets of 200gsm paper, even though our listing clearly states it can only handle 4-5 sheets of 70-80gsm paper. She even mentioned it cut 2-3 sheets perfectly, proving the product isn’t defective. I submitted this as evidence, but my appeal got rejected with a generic response: "We reviewed the information but do not have enough to address the issues."
I reached out to the Account Health Specialist again, and they agreed that the violation doesn’t make sense, but no resolution was offered. The final instruction is to acknowledge the violation by June 17th to keep the listing active.
It’s incredibly frustrating that Amazon forces sellers to accept violations like this to keep business running. Has anyone faced something similar? How do you handle these situations when it feels like the system is rigged against us?
0 replies
Abella_AMZ
Hello @Seller_YtF0CrfAe6567,
This is Abella from Amazon to assist you.
Thank you for providing details about your account situation. I understand your concern about Product Condition Complaint - Defective.
While the complaint rate of 3% appears low, Amazon takes every customer concern seriously. This commitment to addressing all feedback helps maintain high service standards and ensures customers consistently receive products that meet their expectations.
If you believe the violation has been issued in error, you have the opportunity to dispute it by providing comprehensive evidence to support your case. This evidence can include your seller quality checklist, which demonstrates your consistent quality control measures and compliance with Amazon's standards.
By submitting detailed documentation of your quality assurance processes, you can help establish that your products and practices meet the required guidelines and potentially have the violation reviewed and resolved.
If you need any further assistance, you can post here so that we or any of the sellers on forum can help you.
Regards,
Abella.
