Listing Removed for "Defective Products"
We received a notification that our bestselling ASIN's listing was removed due to too many customers complaining it's defective. As we sell electronics, people are always marking our items as "defective" when they return even when the reason is not a defect but purely something such as they didn't like a function, didn't understand how to use it, or it was too bright, or whatever it may be.
In any case, in order to reactivate our listing, they are requesting that we update our product detail page to provide more information to the customer. No problem - I'm happy to provide more information to the customer reading our listings.
Here's the kicker - in order to reactivate the listing, Account Health requires that I provide before and after photos of the listings to show I updated the product details. However, I CANNOT update the listing! The ability for me to "Edit Listing" is completely gone from my Manage Inventory page, and I am left only with an "Appeal on Account Health page" button.
So when I click on button "Appeal on Account Health page", I am taken to the page where they want me to submit an appeal by submitting the before and after photos. Totally circular.
I've spoken with Seller Support AND Account Health multiple times and they keep giving me the runaround (directing me to reach out to the other team - trying to punt the issue away from them, etc.) until I am finally acknowledged by Account Health that there is no way for me to Edit my listing from the Manage inventory page. They tell me the only way to update the listing is through a flat feed file. No problem - I attempt to upload a flat feed file.
I get hit with an error that the file cannot upload because of a 90202 error "There is a restriction in effect at the item level (because of Item-Level gatings on an offer)" - basically the SAME issue as what I'm seeing on the Manage Inventory page - that I cannot edit the item because I cannot sell the item due to it being restricted and needing to appeal to account health.
I am absolutely baffled and frustrated that Amazon instructs me to correct the errors to reactivate my listing but gives me no actual way to do so - it is literally impossible for me to update the listing with what they want in order for me to reactivate the listing.
Is there someone who has gone through this who can help? Amazon Team? Are you out there? Please help :(
Listing Removed for "Defective Products"
We received a notification that our bestselling ASIN's listing was removed due to too many customers complaining it's defective. As we sell electronics, people are always marking our items as "defective" when they return even when the reason is not a defect but purely something such as they didn't like a function, didn't understand how to use it, or it was too bright, or whatever it may be.
In any case, in order to reactivate our listing, they are requesting that we update our product detail page to provide more information to the customer. No problem - I'm happy to provide more information to the customer reading our listings.
Here's the kicker - in order to reactivate the listing, Account Health requires that I provide before and after photos of the listings to show I updated the product details. However, I CANNOT update the listing! The ability for me to "Edit Listing" is completely gone from my Manage Inventory page, and I am left only with an "Appeal on Account Health page" button.
So when I click on button "Appeal on Account Health page", I am taken to the page where they want me to submit an appeal by submitting the before and after photos. Totally circular.
I've spoken with Seller Support AND Account Health multiple times and they keep giving me the runaround (directing me to reach out to the other team - trying to punt the issue away from them, etc.) until I am finally acknowledged by Account Health that there is no way for me to Edit my listing from the Manage inventory page. They tell me the only way to update the listing is through a flat feed file. No problem - I attempt to upload a flat feed file.
I get hit with an error that the file cannot upload because of a 90202 error "There is a restriction in effect at the item level (because of Item-Level gatings on an offer)" - basically the SAME issue as what I'm seeing on the Manage Inventory page - that I cannot edit the item because I cannot sell the item due to it being restricted and needing to appeal to account health.
I am absolutely baffled and frustrated that Amazon instructs me to correct the errors to reactivate my listing but gives me no actual way to do so - it is literally impossible for me to update the listing with what they want in order for me to reactivate the listing.
Is there someone who has gone through this who can help? Amazon Team? Are you out there? Please help :(
4 replies
Seller_CW0P5hgbsiqWX
"...people are always marking our items as "defective" when they return even when the reason is not a defect but purely something such as they didn't like a function,..."
How about that, and that is by Jeff Bezos design. Amazon has trained buyers to act this way, and then Encourages buyers to do it by inventing RFS, the largest supporter of buyer fraud in the country.
Amazon gambles that since 60% of sales on the site come from 3rd party sellers, 60% of the returns go to 3rd party sellers. Therefore, the returned actually cost amazon less that the 3rd party seller's share. The only difference is 3rd party sellers can dispute is, where FBA sellers have to accept it.
LeviDylan_Amazon
Hello @Seller_ytxlXQHPnbuBL,
Thank you for reaching out here on the Seller Forums.
I see that you have received a defective complaint and despite your efforts to update the listing and address the violation, it has yet to be resolved and you have questions about your next steps.
When it comes to defective complaints you will be asked to identify to root cause driving the complaint and the corrective steps you have taken to avoid this type of complaint in the future. In your case, this will be to add more details to the product detail page to avoid further confusion. To address the error code you are receiving while attempting to update the listing, I will be engaging a Community Manger to review this further for you.
You will also be asked to submit invoices for the ASIN in question that reflect your sales volume for the last 365 days. This will be required with the explanation of the changes you have made to the listing. Have you included this in your appeal so far? Do you have an appeal that is currently pending review?
I look forward to learning more so that we can guide you the best. Once you have reviewed the information and questions above, please feel free to respond here. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
