POA - Product Condition Customer Complaints

Hi, I need a help with a POA. May somebody help with it. Im very stressed out by this situation.


welcome to the Seller Union community!

Regarding your question:

Don’t worry, receiving a Policy Warning like this doesn’t necessarily mean that your buyer actually received his order in a used condition or that you sold used items.

It simply means that Amazon’s bots found something which triggered the complaint after scanning through your Product Reviews, Seller Feedbacks, buyer-seller messaging communication, return or A-Z claim comments.

You don’t need to admit your guilt. All they want is to explain them, what you believe caused the complaint - check your customer feedback, product reviews, returns comments…

Then they want to hear, how did you handle the issue, for example accepted any returns and carefully checked your entire inventory. Here you can tell them that selling used items is impossible for you as your products are manufactured by you.

And the last thing is telling them, what will you do to prevent similar complaints in the future. For example describing all your items accurately, continuing to source supplies from reputable distributors…

This is all about handling the complaint and preventing them, not about you selling Used items.

A Plan of Action needs to be accompanied with:

  • Copies of invoices or receipts from your supplier issued in the last 365 days. These should reflect your sales volume during that time.

  • Contact information for your supplier, including name, phone number, address, and website.

And the invoices need to include this:

— Supplier information (name, phone number, address, website)

– Buyer information (name, phone number, address, website)

– Item descriptions (for ease of our review, you may highlight or circle the ASIN(s) under review)

– Item quantities

– Invoice date (must be issued in the last 365 days)