Product Condition Complaint - Wrong Product
I have gotten (2) Product Condition Complaints in the past month for the same product. I am selling a product that I created and is currently listed under my Brand Registry. I am the only one on the listing. There is nothing wrong with the product except the customer is purchasing in error.
Customers are getting smarter and realize if they choose Return Reason as "Wrong Product" they don't have to pay return shipping. It then triggers these Account Health Violations which adversely affect our selling account and can't get Amazon to understand what is happening and clear the Violation. Its very frustrating that there isn't a place to write your reply either. Its radio buttons and a pdf or jpg upload... its like they don't want to hear from you. Has anyone had success getting in touch with a human at Amazon to see things more clearly?
Product Condition Complaint - Wrong Product
I have gotten (2) Product Condition Complaints in the past month for the same product. I am selling a product that I created and is currently listed under my Brand Registry. I am the only one on the listing. There is nothing wrong with the product except the customer is purchasing in error.
Customers are getting smarter and realize if they choose Return Reason as "Wrong Product" they don't have to pay return shipping. It then triggers these Account Health Violations which adversely affect our selling account and can't get Amazon to understand what is happening and clear the Violation. Its very frustrating that there isn't a place to write your reply either. Its radio buttons and a pdf or jpg upload... its like they don't want to hear from you. Has anyone had success getting in touch with a human at Amazon to see things more clearly?
6 replies
Seller_z3XfkorVSmnEY
So, why are customers buying the product in error? Are you misleading them with your product title? Images, description? Or do you need more information to describe the product?
Emet_Amazon
Hello @Seller_XllmU7FPBolLr,
Thank you for posting your concerns with a wrong item complaint.
Regarding the customers purchasing these in error, do you have any supporting evidence for this claim? Do you have any buyer seller messages of them acknowledging the mistake?
If communication does not exists, what supporting documents do you have to show these items are the same as they are listed and sourced.
Can you provide invoices, or a bill of lading to show proof that this is the correct product? If you are selling these through the fulfillment centers, have you contacted them to request a bin check to confirm your inventory? If you have already done this, do you have a related case ID as confirmation of their review and decision?
These situations require proof that the listing product 100% matches the product you source to dispute the violation. We do not accept a plan of action or explanation when disputing these types of situations.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_XllmU7FPBolLr,
I appreciate you following up with this additional information.
These items are only sold FBA and we look at "Customer Return Reason" seeing Item is defective, Part is not compatible with existing system, Unwanted item.
Since communication does not exist I have sent in supporting documents showing invoice from the supplier. This item is my item that I have created, listed under my brand registry.
As you mentioned you are the brand owner, and this being your listing you may be able to offer additional supporting documents such as trademark registration along with the invoices? Additionally, did you make sure the invoices meet our requirements shown on our responsible sourcing help page?
Aside from the invoices, we will ask that you show proof that the issues of a wrong item did not originate prior to us receiving the products. I had previously inquired if you had a bill of lading, this would show exactly what was shipped to the fulfillment center and help confirm the customer should have received exactly what was sent to us. This is where your request for a bin check will come in. All of these documents together and the review of your inventory help clarify that the wrong product violation was incorrect and can be successfully disputed.
Have you provided all of this information together to exemplify that there is no wrong items in your inventory?
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
