There is a problem with the product and description
If there is a complaint caused by a significant difference between the product and the description, remember not to exaggerate and write the product description based on the actual situation. When buyers place an order on Amazon, they expect perfect products and excellent service. Therefore, when the products received by consumers are inconsistent with what they ordered, buyers are likely to file complaints. If this happens too often, sellers will be warned by Amazon or their stores will be closed.
Solution
1. Find the cause
ASIN and UPC codes: Understand whether the inventory products are consistent with the goods received (or returned) by consumers;
Product page: compare the image, title, subtitle, publisher/manufacturer, color, etc. to see if they are different from the actual product;
Product highlights: Check whether the item should be placed in a gift box and whether it is provided with a warranty, accessories, etc. Check whether the product is missing any parts and whether it is functioning properly.
Product details and specifications: Check weight, dimensions, model, compatibility and more;
Product description: See how the manufacturer describes the product;
Product reviews: Find out how functional the product is, whether specific parts are available, whether it is easy to use, etc.
Check the sales records of the products involved and look for any patterns. For example, have consumers returned products for similar reasons?
Check the inventory of the products involved. If this product has had a lot of problems before, consider removing it from the shelves.
If the product in question is FBA inventory, apply to Amazon to check the remaining inventory products.
If the inventory is mixed, you can ask Amazon to return the product instead of destroying it. In some cases, you may find that the product in question is not your stock product at all, such as the label or shrink wrap is different from your own product.
2. Take precautions to avoid landmines
Do not sell any product whose description does not match the actual product;
If the listing does not match the product 100%, create a new listing;
If most consumers ask the same question, indicate the answer directly in the product description;
Provide a clear return and refund policy and print your company logo on every box;
Check return reports regularly to see how many items were “not as described”;
Strengthen quality control from sourcing to delivery, and be sure to personally inspect the products before directly delivering them or asking suppliers to ship them to Amazon warehouses.
Notify suppliers that products do not meet consumer expectations;
Consider creating a blacklist to exclude products that repeatedly have issues from listings and purchase orders.
3. Email appeal
Amazon not only wants to see sellers investigate and resolve issues, but also wants them to come up with some long-term solutions. So, after doing the above two points, you can assure Amazon that you have cleaned up your inventory and are ready to implement the following measures to avoid repeating the same mistakes.
Check inventory regularly;
Optimize listings and strengthen relevant rules;
Arrange staff to review the listing;
Give up mixed inventory and label your own inventory products;
Create a program to donate most of the problematic products to show that there is no possibility of duplicate listings;
Design and print a flyer to include in the box, clearly indicating the return and refund policy;
Set up internal quality control process instead of shipping directly;
Sign agreements with suppliers for problematic products to reduce the risk of shipping them to buyers;
Assign more quality control staff and create a blacklist of problematic products;
Change suppliers or shippers.
The store was closed due to the product not meeting the relevant regulations
Amazon takes great care of consumers' shopping experience. Therefore, during the sales process, some products may cause consumers to receive old or damaged products due to some non-human and unpredictable factors, which will also lead to consumers' experience being impressed and receive AZ and bad reviews from customers. In addition, the attitude and results of after-sales service will also be the criteria for Amazon's assessment.
Solution:
1. Find out the cause
It may be caused during transportation or due to packaging problems, etc. If it is easy to depreciate in warehousing, you need to modify the product status and check the number of complaints about the product in question.
If you find a lot of problems, rather than stop selling a product, you may need to switch suppliers. If you use FBA logistics, creating a Removal Order for all returns can reduce the risk of your store being closed.
2. Take precautions to avoid landmines
Familiar with all Amazon product categories and status regulations;
If you are unsure whether a product meets the guidelines, don’t list it;
Don’t mark the product status as “New” and then say in the product description that the product is a bit old or has other defects due to being on the shelf for a long time;
Do not relist the removed product immediately unless Amazon has given the all-clear;
Destroy products that can no longer be sold to avoid future returns;
Regularly check the status of perishable items in inventory
Store perishable items separately from products with a long shelf life
Complain to Amazon and check remaining FBA inventory when a complaint is received.
Before purchasing, ask suppliers for samples, then test them and use them as reference standards;
Put the products together in boxes so that the scanner will not miss any parts;
Before sending to FBA overseas warehouses, put plastic bags on products that are prone to dust;
Mark the warranty period on the product to ensure consumers know this before purchasing
Before shipping, check the product status repeatedly;
Monitor the complaint cycle and single out these problematic products;
Use the “Imperfect Orders” report in your Seller Central account;
Review customer feedback to identify preventable issues;
Label your own products instead of mixing them in your inventory so that you don’t have to be responsible for other sellers’ illegal products.
3. Email appeal
In the email, first state that you have investigated the reasons why your store was blocked and have come up with some ways to ensure that it will not be violated again in the future. Then, you should focus on how to improve seller performance in the long term and ensure customer satisfaction.
