ASIN temporarily suspended

Account Health
1

We had an ASIN (B07VC33YC8) temporarily suspended due to customer return comments.

The product is a phone case. The phone case is made by Samsung so we are sure that the case is the correct size.

The phone case is for the Samsung Galaxy Note 10 but some users with the Samsung Galaxy Note 10 Plus accidentally purchase it.

We generally have a high return rate on mobile phone cases due to a lot of customers being unsure which phone model they have.

Does anyone have advice on how to appeal this suspension?

The message from Amazon was:

Hello from Amazon,
Your offer for ASIN B07VC33YC8 has been temporarily suspended because of negative customer return comments. This is the second time that the ASIN has had a customer feedback issue.
We have identified misleading detail page issues across the following customer comments:
Dosnt fit my phone
Smaller case
To small
Please complete and send us the following plan of action:

  1.  Root cause of each customer reported issue.

What is the Root Cause of each customer comment?
2) How you will address the root cause.
What actions are you going to take to improve the root cause to provide an impeccable customer experience?
3) Confirmation of Inventory
Please write a confirmation that your inventory was updated based on the previous mentioned actions.
4) Images of ASIN and EAN/UPC code
Please provide images of your unit from different angles including EAN/UPC code.
If we approve your plan of action and reinstate your offer, you’ll be able to resume selling this offer.
This case will remain open for 48 hours while we await your response. Your prompt attention to this matter can help ensure positive customer experiences that will contribute to your success with Amazon.
Please Note: this message pertains solely to this case and is subject to any applicable company policies, restrictions or updates. Please refer to seller central Amazon Sign In or contact seller support at أمازون for more information.

2

Hello @Ed_UK,

thank you for joining the forum! I am sorry to hear that you are experiencing issues with your listing becoming suppressed.

It used to be the case that amending your listing to add an extra bullet point or description was sufficient to reinstate the ASIN.

What you need to do is state in the bullet point that “Please be careful and check whether your phone is the Samsung Galaxy Note 10 and not Samsung Galaxy Note 10 Plus or a different model.” You should also include an image distinguishing the models or explaining how you can tell, where you can find on your phone what model it is.

Also, regarding the Plan of Action, it should be sufficient to state using a few sentences what the real issue is and how you approached it.

This is a Plan of Action for a suppressed listing, it doesn’t need to admit your fault or be long and detailed.

I hope this helps. Please feel free to post here whenever you need help.

3 Likes
3

Thank you for your advice Kika, it is greatly appreciated.

1 Like
4

You are welcome, feel free to post here whenever you need help :slight_smile:

You can also invite any Amazon seller friends to join :pray: