Product-Condition Complaint - Wrong Product
Hi,
Hope you're in good health!
I have received product-condition customer complaints from Amazon, in which Amazon says:
"We received customer complaints that a product they received did not accurately match the description mentioned in the product detail page. Specifically, customers complained that they received the wrong item or the wrong brand entirely."
I purchased this product from the brand-recommended distributor. There are two variations of this product, and I am selling both variations. I shipped 24 units of A variation and 48 units of B variation to the Amazon warehouse. There are 72 units available for the B variation and none for the A variation. Amazon did the unit labeling, and it seems they labeled wrongly.
I appealed to Amazon, and they asked for an invoice. After submitting the invoice, they replied:
"We received your submission but do not have enough information to address the issues with your listings at this time. We no longer accept consider Plan of Action (POA) documents for appealing product condition customer complaints."
Please provide guidance on what actions I should take in this situation.
Product-Condition Complaint - Wrong Product
Hi,
Hope you're in good health!
I have received product-condition customer complaints from Amazon, in which Amazon says:
"We received customer complaints that a product they received did not accurately match the description mentioned in the product detail page. Specifically, customers complained that they received the wrong item or the wrong brand entirely."
I purchased this product from the brand-recommended distributor. There are two variations of this product, and I am selling both variations. I shipped 24 units of A variation and 48 units of B variation to the Amazon warehouse. There are 72 units available for the B variation and none for the A variation. Amazon did the unit labeling, and it seems they labeled wrongly.
I appealed to Amazon, and they asked for an invoice. After submitting the invoice, they replied:
"We received your submission but do not have enough information to address the issues with your listings at this time. We no longer accept consider Plan of Action (POA) documents for appealing product condition customer complaints."
Please provide guidance on what actions I should take in this situation.
3 replies
Seller_CW0P5hgbsiqWX
"I appealed to Amazon, and they asked for an invoice. After submitting the invoice, they replied: We received your submission but do not have enough information to address the issues .."
Amazon knows what an invoice includes. An invoice is used when Your business has a retail commercial credit account with the manufacturer. Most all included.
- YOUR: business name, business address, business phone, sales tax exempt number, your EIN number, your credit line, terms of sale
- MANUFACTURER’S: address, phone, EIN number, account Rep’s name
- PRODUCT’S: quantity, SKU-Model number,
- DISCOUNTS PROCESSES ON THIS PURHASE: quantity, sale, specials
- TERMS OF SHIPPING: method, who pays, company used, tracking number
Some have more, and some have less, but they all use the same basic format. Even when you call and make a small online order and pay by credit card, an invoice is still sent to you separately containing all of the above.
If you purchased the items from a distributor using cash and carry, or on-line with a credit card, and paid sales tax on it, you are not buying wholesale from the manufacturer.
Stevie_Amazon
Greetings @Seller_rWecS2Qcv8akJ,
I do hope this finds you well!
I understand you have recently received a product condition complaint for the incorrect product received by buyers.
As @Seller_CW0P5hgbsiqWX has previously provided, you will want to provide sourcing documentation in addition to answering questions in a structured questionnaire. In terms of the documentation, you will want to ensure they meet the following requirements:
- Should reflect the sales volume of your product across all Amazon marketplaces in the last 365 days
- Should demonstrate your product’s full supply chain
- Should include contact information for the supplier(s) and the original manufacturer. We may contact suppliers or manufacturers to verify the documents
- Your documents should be able to trace your products to the original manufacturer even if you did not purchase them directly from the original manufacturer. This may require requesting additional invoices or supply chain documentation from your supplier if you are not sourcing directly from the manufacturer.
- You may remove pricing information, but the rest of the document must be visible to enable adequate review of the documents you provide. For ease of our review, you may highlight or circle the ASIN(s) under review.
For the questionnaire, you will want to provide the root cause of the issue- why did a buyer receive the incorrect item?
I advise to double check your labeling service choices within your FBA settings here and, if you have not already, contact the FBA team to create a removal order or request a bin check so you may continue your investigation and creating a plan to further prevent other complaints of the same nature.
We understand mistakes do happen, thus the option for sellers such as yourself to provide an explanation through an appeal and these documents.
All the best,
Stevie
