Amazon Seller News: Used Sold As New And Condition Complaints
When your Amazon products are targeted with used sold as new or condition complaints, you can be hit with individual product suspension or even accountwide actions if multiple ASINs are targeted. In this blog, we walk you through the reasons behind these suspensions, how to prevent them, and a guide to drafting your Plan of Action.
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Condition Complaint And Used Sold As New Plans of Action
For both condition and used sold as new complaints, the most common causes for each is that of customer reporting. This is because Amazon takes reports for both types of complaints extremely seriously, with even a single report occasionally enough to lead to a product being pulled. With Amazon’s commitment to customer satisfaction, this also means that suspensions can be issued without the enforcement team completing an investigation.
One of the best first steps you can take if you are alerted of one of these suspensions on your account is attempting to negotiate a retraction. The primary benefit of having a customer report retracted is that it can instantly clear the suspension on your product. We have seen sellers be successful with this by offering replacement products, refunds, or working directly with the customer to ensure they are satisfied.
Another option for sellers who utilize Fulfillment by Amazon (FBA) services is called a bin check. This is a tool you can request in your seller central that sends an employee to manually check on the quality of your inventory. These can be useful in clearing allegations of poor inventory quality, and can help as major supporting evidence for the creation of your Amazon Plan of Action (POA) appeal.
Appeal Account Amazon – Customer Complaint Issues
If you have exhausted other options, your next step will be the creation of an Amazon POA. These are documents that consist of both written and evidentiary sections that support your case for reinstatement. Although you may argue that the claims against your account are false, your primary goal is to show Amazon’s enforcement team that you will be a compliant seller in the future.
This is done through three written sections, beginning with a root cause analysis that discusses what you believe is the cause of your suspension. Next, sellers should discuss the actions that you have taken to correct the cause of your suspension – potentially including offering refunds or replacement products. Finally, you should discuss any preventative measures you have implemented to avoid future enforcement actions.
If these actions are not enough to reinstate your products, you may need to move to escalation appeals. These are typically done through firms who have the ability to threaten legal action if issues on your account are not resolved. Furthermore, law firms have the ability to file for arbitration against Amazon if necessary in order to get your account back to normal.
Contact Amazon Sellers Lawyer Today!
If you are currently facing product or account suspension and are confused as to your next step, the team at Amazon Sellers Lawyer is here to help. In the last decade, we have helped thousands of sellers clear their suspensions and resolve outstanding issues on their accounts. Whether you are facing customer reporting suspensions or you are trying to recover thousands of dollars in lost funds from Amazon, our team has the experience to navigate your situation quickly.
Reach out to our team today at 212-256-1109 or fill out our online contact form with your case linked here.
About the Author
CJ Rosenbaum, Esq.
CJ Rosenbaum is the founding partner of Amazon Sellers Lawyer. He’s been practicing law since 1995, and since 2016 his firm has focused exclusively on helping Amazon sellers deal with issues like suspensions, intellectual property disputes, and withheld funds.
CJ has written seven books on Amazon seller legal issues including the Amazon Sellers’ Guide to Copyright Law. He has spoken at major industry events like the Prosper Show, Global Sources Summit, Retail Global. CJ also works with the Amazon Sellers Lawyer team to provide free content for Amazon sellers. This is available through their online blog and YouTube channel, frequently covering major Amazon updates and important topics relevant to the seller space.
Through BrandProtectionAmazon.com, the firm also supports brands in protecting their products. This gives the team the unique opportunity to learn from case wins on both sides of the fence, strengthening protection for both the sellers and brands that Rosenbaum & Segall P.C. represents.
Amazon repeatedly rejecting your Plan of Action? Amazon Sellers Lawyer handles suspension appeals and account reinstatement cases – including arbitration against Amazon when they’re withholding seller money. Contact us to discuss your situation and figure out the best path forward.