I’ve got wrong product complaint against my one SKU. The product is genuine but it’s have 3 variation in one listing and customer will get 1 from those 3 variations. And some customers order this product with out reading the title and bullet points so they got another that they aren’t expecting.
So what should I do in this case I’ve provided the listing title and bullet points to amazon but they need more proofs. Should I ask them to check my this SKU inventory or anything else. I Know I should avoid listing this type of listing but currently I need your guidance.
How can I remove that wrong item complaint from my account and safe my this listing from removal?
thank you for joining! Since the listing is still active, the defect should drop off your metrics after 180 days.
Otherwise, you would need to prepare a Plan of Action and have it accepted by Amazon.
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 customers will often select the incorrect type and this leads to complaints.
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 incorrect items.
I hope this helps. Please feel free to post here whenever you need help.