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Change in Amazon’s view of Used Sold As New complaints

Kika Angelic

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For years, receiving Used Sold As New Customer Product Condition Complaints meant, that you were being accused of selling used items as new.

Recently, Amazon changed the wording of their deactivation notices into a more accurate form, which states that “items are being perceived as used”, rather than accusing the seller of selling used items.

So any potential Plan of Action should be created in such manner.

Interestingly, despite Amazon acknowledges that this is just a subjective impression of a buyer, who may have completely failed to read the product description, the seller is still required to prepare a Plan of Action admitting his guilt.

How are Used Sold As New Customer Product Condition Complaints triggered?

Everything on the Amazon platform is being managed using a so-called “Hands Off The Wheel” tactic, which means that automated bots are scanning all data and information to determine actions to be taken.

The mention of words such as “opened, used, repackaged, scratched, dirty, soiled, scuffs, markings, cuts, rips, etc…” in buyer feedback, product reviews, return comments, A-Z claim comments, buyer-seller messaging or Amazon customer service chats and e-mails will usually trigger a complaint.

Even if the mention of the words is completely innocent, unjustified or incorrect, once you receive a complaint there is nothing you can do but appeal.

Don’t forget that on Amazon you are always guilty until proven innocent.

Here you can view a screenshot of the updated wording:

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Many Amazon sellers recently started trading stocks and crypto currencies, hoping to diversify their income, which is a very good idea with all the uncertainty which comes with the platform. For this reason, we launched a new Facebook group, Crypto Arbitrage Income (Bitcoin, Crypto, Altcoins, Blockchain, Trading) – feel free to join us and forget about the troubles of selling on Amazon for a moment! Regarding Amazon Seller Performance, you can always participate in our Amazon Seller Performance – Friendly Advice – Worldwide group, where you will be very welcome. If you are an Amazon Seller who needs help with any Amazon-related issues such as suspensions, listing blocks or is looking for professional assistance, please don’t hesitate to subscribe to my new OnlyFans page at: www.onlyfans.com/kikaangelic

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What is Customer Service by Amazon (“CSBA”)? 

Kika Angelic

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Recently, Amazon launched a new service for their third party sellers called Customer Service by Amazon (“CSBA”). Is is basically an option for FBM (Fulfilled by Merchant” sellers to have Amazon manage all of their customer service.

It is a paid service, which is currently only offered on selected Amazon marketplaces. To be able to enroll, you need to have a Professional Selling Account in a good standing.

Here are the full CSBA Program Requirements:

  1. Enrollment: To enroll in CSBA, your account must be created on Amazon.com and be a professional selling account in good standing. We will notify you when your enrollment in CSBA is complete and will begin to provide customer services on your behalf after your enrollment is completed.
  2. CSBA Units: CSBA will provide customer service for units that you fulfilled yourself (“CSBA Units”). CSBA will not provide customer service for any non-CSBA Units, including those fulfilled by Fulfillment by Amazon (FBA) or Seller-Fulfilled Prime. We will provide customer services for CSBA Units in orders placed while you are enrolled in CSBA. If an order contains both CSBA Units and non-CSBA Units, CSBA will provide customer service only for CSBA Units.
  3. Amazon-Provided Customer Service: We will be responsible for all customer service issues relating to shipment and customer returns, refunds, and adjustments related to CSBA Units. We will determine whether a customer will receive a refund, adjustment, or replacement for any CSBA Unit, and you agree to be bound by our decisions. You also consent to deductions against your seller accounts for our decisions to allow returns or refunds.
  4. No Interference with Amazon Customer Service: You may not interfere with any communication between customers and us and you may not instruct us on how to specifically address a customer’s issues. Communications between us and customers for customer service are not recorded in Seller Central and cannot be viewed by you.
  5. Information from You: We will need information from you relating to CSBA Units to provide customer service, including information required in subsections (6)-(9). If you fail to provide information or provide wrong or incomplete information for them, we may take any measures to respond to the customer, determined by us in our discretion to best serve the customer, including cancelling or refunding the order.
  6. Valid Contact Information: We may contact you for information to respond to customer questions by email, telephone, or other means as needed. You must provide valid and current contact information to us and update it immediately in case of change.
  7. 24-Hour Response Time: When we contact you for CSBA inquiries, you must respond with complete and accurate information within 24 hours (including weekends and holidays).
  8. Tracking Numbers for Orders: You must enter a traceable order tracking number provided by the shipping carrier at the time you confirm the order shipment.
  9. Valid Return Address: You must provide a valid return address and ensure this return address is capable of accepting customer returns.

The CSBA fee is around $0.10 per customer message. Here you can review the full CSBA fee schedule: https://sellercentral.amazon.com/help/hub/reference/G92LV47D9LP2MXEF

I hope you found this article helpful. Many Amazon sellers recently started trading stocks and crypto currencies, hoping to diversify their income, which is a very good idea with all the uncertainty which comes with the platform. For this reason, we launched a new Facebook group, Crypto Arbitrage Income (Bitcoin, Crypto, Altcoins, Blockchain, Trading) – feel free to join us and forget about the troubles of selling on Amazon for a moment!

Regarding Amazon Seller Performance, you can always participate in our Amazon Seller Performance – Friendly Advice – Worldwide group, where you will be very welcome.

If you are an Amazon Seller who needs help with any Amazon-related issues such as suspensions, listing blocks or is looking for professional assistance, please don’t hesitate to subscribe to my new OnlyFans page at: www.onlyfans.com/kikaangelic

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Watch out! Amazon will be auto-destroying aged FBA inventory! 

Kika Angelic

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Recently, Amazon introduced a new measure aimed to reduce the amount of slow-selling FBA Inventory belonging to third party sellers, which are stored in their warehouses.

Any units of inventory, which Amazon considers to be aged will be automatically destroyed at the seller’s expense!

The following inventory is subject to automated removal:

  • Units that have been in fulfillment centers for more than 365 days and that are subject to long-term storage fees
  • Units of ASINs that haven’t sold in six or more consecutive months and that have been in fulfillment centers for more than 180 days

Since Amazon requires a local return address for FBA Inventory removals, if you are based outside of the marketplaces, where your stock is stored, you risk having it automatically destroyed, unless you have a local return address on file for such removals.

Amazon’s default Automated Aged Inventory Removal setting is disposal, so you should immediately go and check your settings.

Here is a screenshot of Amazon’s e-mail announcement regarding the matter:

Here is a copy of the full wording in English:

Your aging inventory is at risk of disposal

Hello,

You currently have units of aging inventory that are at risk of immediate automated removal and disposal.

For the past several months, we’ve been reaching out to inform you that the following inventory will be automatically disposed:

Units that have been in fulfillment centers for more than 365 days and that are subject to long-term storage fees
Units of ASINs that haven’t sold in six or more consecutive months and that have been in fulfillment centers for more than 180 days
Go to Manage Inventory Health to see the units that will be subject to immediate or upcoming automated disposal.

If you don’t update your settings to manage your aging inventory, Amazon may dispose of these units in the manner we deem appropriate. We may also retain any proceeds from the disposal. 

Go to Automated fulfillable inventory settings to choose how to manage aging inventory: 
Select Return and enter a valid return address to have your inventory returned to you. Due to the high volume of requests during this period, it may take up to 90 days to process the return of your inventory. To avoid further delays, make sure that returns are accepted when delivered to your address.
Select Liquidation to recover value from your eligible products.
Select Disable to opt out of automated removals at any time.

The Fulfillment by Amazon team

I hope you found this article helpful. Many Amazon sellers recently started trading stocks and crypto currencies, hoping to diversify their income, which is a very good idea with all the uncertainty which comes with the platform. For this reason, we launched a new Facebook group, Crypto Arbitrage Income (Bitcoin, Crypto, Altcoins, Blockchain, Trading) – feel free to join us and forget about the troubles of selling on Amazon for a moment!

Regarding Amazon Seller Performance, you can always participate in our Amazon Seller Performance – Friendly Advice – Worldwide group, where you will be very welcome.

If you are an Amazon Seller who needs help with any Amazon-related issues such as suspensions, listing blocks or is looking for professional assistance, please don’t hesitate to subscribe to my new OnlyFans page at: www.onlyfans.com/kikaangelic

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Amazon launches Small Business badges available to Handmade Sellers

Kika Angelic

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Recently, Amazon started displaying ”Small Business” badges and supplementary wording next to offers from storefronts belonging to Amazon Handmade merchants:

”Shop products from small business brands sold in Amazon’s store. Discover more about the small businesses partnering with Amazon and Amazon’s commitment to empowering them.”

Currently, there is no option for sellers to opt in and only selected accounts are eligible for this badge. A page with more information can be found here: https://www.amazon.com/b?node=18018208011&ref=sbp_dpb_01B

Here you can view a screenshot of the badge being displayed:

Here is a screenshot of the page with information:

I hope you found this article helpful. Many Amazon sellers recently started trading stocks and crypto currencies, hoping to diversify their income, which is a very good idea with all the uncertainty which comes with the platform. For this reason, we launched a new Facebook group, Crypto Arbitrage Income (Bitcoin, Crypto, Altcoins, Blockchain, Trading) – feel free to join us and forget about the troubles of selling on Amazon for a moment!

Regarding Amazon Seller Performance, you can always participate in our Amazon Seller Performance – Friendly Advice – Worldwide group, where you will be very welcome.

If you are an Amazon Seller who needs help with any Amazon-related issues such as suspensions, listing blocks or is looking for professional assistance, please don’t hesitate to subscribe to my new OnlyFans page at: www.onlyfans.com/kikaangelic

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