Product Condition Complaint – Wrong Product (screenshot attached)
Hello, I'm hoping there may be someone who has experience with this.
I have had a "Product Policy Compliance" complaint as per the screenshot below. I am brand registered, only sell my own products and personally oversee every product packed and labelled before being sent to FBA, but seem to now have to submit an appeal because I have received a complaint about a wrong product being received. Dozens of units of this item have been sold before and after this without issue so this baffles me.
When clicking the "Submit Appeal" button there is a choice to accept the violation, or there is an option where I can say the violation was made in error, which leads to various options of what the error is, such as buyer complaint error, or buyer purchase error. It then asks me to provide information proving the violation is incorrect, HOWEVER there's barely any information about what the complaint(s?) actually is. There is no reference to what was wrong with what was received, or what was actually received. Clicking on the blue link below "Reason" just links me to an unhelpful help page. As of now the listing is still active and performing good.
My strong suspicion is that because this is an engine-specific car part the buyer has accidently ordered the incorrect item for their car and is returning it as "wrong item sent". I'm naturally concerned about the future health of the listing despite what clearly looks to me like a buyer just wanting a free return.
Any idea of the timeline for submitting an appeal? Do I have enough time to wait for the item to be returned to me so I can see what the customer actually had issue with? Any knowledge on this would be helpful. I feel like i'm being asked to disprove complaint X when I don't really know what complaint X is.
Product Condition Complaint – Wrong Product (screenshot attached)
Hello, I'm hoping there may be someone who has experience with this.
I have had a "Product Policy Compliance" complaint as per the screenshot below. I am brand registered, only sell my own products and personally oversee every product packed and labelled before being sent to FBA, but seem to now have to submit an appeal because I have received a complaint about a wrong product being received. Dozens of units of this item have been sold before and after this without issue so this baffles me.
When clicking the "Submit Appeal" button there is a choice to accept the violation, or there is an option where I can say the violation was made in error, which leads to various options of what the error is, such as buyer complaint error, or buyer purchase error. It then asks me to provide information proving the violation is incorrect, HOWEVER there's barely any information about what the complaint(s?) actually is. There is no reference to what was wrong with what was received, or what was actually received. Clicking on the blue link below "Reason" just links me to an unhelpful help page. As of now the listing is still active and performing good.
My strong suspicion is that because this is an engine-specific car part the buyer has accidently ordered the incorrect item for their car and is returning it as "wrong item sent". I'm naturally concerned about the future health of the listing despite what clearly looks to me like a buyer just wanting a free return.
Any idea of the timeline for submitting an appeal? Do I have enough time to wait for the item to be returned to me so I can see what the customer actually had issue with? Any knowledge on this would be helpful. I feel like i'm being asked to disprove complaint X when I don't really know what complaint X is.
5 replies
Seller_ZQyopdiwkUHOZ
It could also be that Amazon sent the wrong item. That's been known to happen. It could also be that a previous customer bought that product and started a return but sent back something different (as a scam) and what they sent back got put back into your stock.
All you can do to find out is get the item sent back to you once it's returned and then see what's gone wrong and take it from there.
As for the policy issue itself, the only thing you can do is demonstrate product authenticity in the usual ways. You don't need to prove the buyer wrong, you just need to prove that the product you're selling is the product in the listing.
Sakura_Amazon_
Hello @Seller_uPuf4V7GDz2aH,
This is Sakura from Amazon.
Did you review if Product Detail Page content for this ASIN is accurate, clear, and not confusing to the Buyers ?
All information included in the PDP( bullet points, images, description, compatibility, version) should match the product.
Also, here you can find some more information about the "wrong product" complaint:
Regards,
Sakura
