Product Condition Complaint -- Defective
I'm selling seasonal power adapters. Sales are good, but returns are huge. People don't really read before ordering what they get. Same model power adapter can have a reversed polarity, which is why the adapter doesn't work on their holiday lights. Many people opening returns as "doesn't work defective" and comment “needs a reversed polarity” or “doesn’t work on my tree”. Which is technically not a product issue, all returned items are 100% working. Reason is people that have no idea what they need.
I have multiple Product Condition Complaints - Defective with a Submit appeal button. Then I have 2 options
-I understand the policy and acknowledge the violation.
-I understand the policy and have evidence or documentation to submit for review to confirm my compliance with the policy.
I don't want to accept a violation because I know that my product is not defective. How to appeal to this properly.
Also I already have one ASIN that is Inactive because I did choose a 1st option on appeal and later on it was taken down. Is there any way to reinstate this listing?
Product Condition Complaint -- Defective
I'm selling seasonal power adapters. Sales are good, but returns are huge. People don't really read before ordering what they get. Same model power adapter can have a reversed polarity, which is why the adapter doesn't work on their holiday lights. Many people opening returns as "doesn't work defective" and comment “needs a reversed polarity” or “doesn’t work on my tree”. Which is technically not a product issue, all returned items are 100% working. Reason is people that have no idea what they need.
I have multiple Product Condition Complaints - Defective with a Submit appeal button. Then I have 2 options
-I understand the policy and acknowledge the violation.
-I understand the policy and have evidence or documentation to submit for review to confirm my compliance with the policy.
I don't want to accept a violation because I know that my product is not defective. How to appeal to this properly.
Also I already have one ASIN that is Inactive because I did choose a 1st option on appeal and later on it was taken down. Is there any way to reinstate this listing?
16 replies
Seller_CW0P5hgbsiqWX
1. On Amazon, the buyer is always right, and the seller is always wrong. Ant to make things worse, Amazon is actually the one who trained the buyers to select wrong return reasons and make scamming returns.
2. If an individual seller gets two or more complaints on the same product, Amazon will block the selling of the item. Now the seller must show their manufacturer's invoice to have the item unblocked.
If Amazon gets 2-3 complaints about the same product being sold by different sellers. Amazon almost always deletes the page from the catalog.
3. Even though the returned product is not defective, it still shows in your metrics.
It would be nice if Amazon would reveal its return metrics for sellers to view. It is floating around in the company somewhere, and most likely it would be worse than yours.
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I think it would be a good idea for FBM sellers who file a Safe-T Claim for the reason's you site, to have that seller's return reason removed from your metrics.
Seller_ciokWXH3iFn1o
@Blake_Amazonplease give advise how to proceed properly with such appeal.
Seller_4HsL3GZbyDLea
This is happening to us, too. We sell mechanical parts. We recently received a defective product complaint because the customer (I will refer to him as Einstein) hooked up the part incorrectly. Einstein ignored the direction of flow arrow that is emblazoned on the body of the device. A direction of flow arrow that Helen Keller would be able to see. Einstein ignored the product literature. No sense in paying attention to those pesky engineering notes written by those with extensive experience. Naturally the product did not work for Einstein. Of course, the fault could not be Einstein's. It must be that us, a 20 year seller with a 100% positive feedback rating and thirty plus years of knowledge of these products, are the epitome of incompetence. Therefore, Amazon hit us with a policy violation.
Stevie_Amazon
Greetings @Seller_ciokWXH3iFn1o,
Thank you for utilizing the Seller Forums!
I understand you have recently received customer feedback by way of defective complaints and need assistance in addressing the coordinating violation.
Is this information present on the product detail page for your item? What information can you further include so your buyers understand the expectations to have before they order the product?
In terms of appealing, you will need to identify why your customers felt as if the product was defective and how you can prevent the issue moving forward. You must also provide copies of invoices, receipts or other similar documents that demonstrate where your products are produced or manufactured
These documents:
- 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.
Best,
Stevie
Seller_fBZFdwrGdO0Cb
I have the same problem and this is my opinion : Costumers sometimes shop for a gift but they don't want to pay for a 'new' so they go to 'used ' and find the price they want to pay . And when they get it and see that it has defects , immediately want go get the seller ! full refund and since Amazon gives them a full refund. Many time they don't even return the product. I just went thru this twice this week.Something has to be done .I am so sorry about what is happening to you and I hope you get to resolve this without loosing your sanity ! Happy Holidays !
Seller_GmPAtbz1xPDuo
I would stop selling that item - or sell it on another venue where you can put in a better description with warnings and be able to email the customer before you ship... I have made that same decision with several items over the years.
Seller_1F3cC3JUIOojA
Liars, thieves, and morons that don't bother reading. These are the issues with the vast majority of returns.
Seller_Gek9O3A1l2ygW
Unfortunately, this is one of the serious downsides of selling on Amazon. In the past few years I’ve started selling guitar effects pedals. I sell them on Ebay and Reverb as well. I might get one return in 50 on those platforms. Maybe 20 out of 50 on Amazon! I think 1 in a 100 there might be an actual issue that I missed, or developed in shipment or warehousing, or was specific to the buyer’s setup.
But it amazes me just how often items get returned as “Defective” when they clearly aren’t. I wish I had a solution to offer, but I don’t think there is one other than not selling certain products on Amazon. I’ve essentially stopped selling guitar effects pedals on Amazon, aside from my remaining inventory, after removing all I could to other markets.
