How to get a Product Condition Customer complaint removed from policy complaince
Question for a someone smarter than me and/or perhaps an Amazon associate. We have a Product Condition Customer Complaint on an ASIN that we're trying to get removed. We know the ASIN and we know the customer. This is a customer who purchased the product and then initiated a conversation with us via Amazon email about the battery that was included with it. He was asking about alternative batteries, upgrades, etc. Somehow this turned into the aforementioned PCCC. We actually called the customer to ask if there was something he was unhappy with about the product. He confirmed he had no complaints. We've attempted to appeal the PCCC by providing more information (specifically the Amazon email thread) but all we hear back is that the ASIN is currently active; if we wish to appeal the PCCC, provide more information. We've gone through the appeal process, each time Amazon is advising us to provide more information. We don't have any more information. We then opened case ID 14756198401. All of the answers only provide a link to the "provide more information" page.
So we give up... what's the "more information" that Amazon is asking for?
How to get a Product Condition Customer complaint removed from policy complaince
Question for a someone smarter than me and/or perhaps an Amazon associate. We have a Product Condition Customer Complaint on an ASIN that we're trying to get removed. We know the ASIN and we know the customer. This is a customer who purchased the product and then initiated a conversation with us via Amazon email about the battery that was included with it. He was asking about alternative batteries, upgrades, etc. Somehow this turned into the aforementioned PCCC. We actually called the customer to ask if there was something he was unhappy with about the product. He confirmed he had no complaints. We've attempted to appeal the PCCC by providing more information (specifically the Amazon email thread) but all we hear back is that the ASIN is currently active; if we wish to appeal the PCCC, provide more information. We've gone through the appeal process, each time Amazon is advising us to provide more information. We don't have any more information. We then opened case ID 14756198401. All of the answers only provide a link to the "provide more information" page.
So we give up... what's the "more information" that Amazon is asking for?
0 risposte
Seller_AXC06kcsKI1qG
We usually provide a supplier Invoice showing the items are new. This shows authenticity and the policy issue is removed.
Jaijai_AMZ_136
Hi @Seller_E40bMfTjeQLwl
Thank you for your post, this is Jaijai from Amazon here to assist.
I understand you have questions about product condition customer complaint. I would like to provide you further insight into the applicable policy as well as provide you with some resources you may utilize to address the issue.
Customers trust that they can always buy with confidence on Amazon. As a seller, it's important to understand Amazon's guidelines on product quality and authenticity.
Reviewing and complying with the guidelines below will help you keep your account in good health. For additional information, see Best Practices for Listing Quality Improvements, Product Listing Guideline, Condition Guidelines, and Preventing product condition issues.
What aspects of your sourcing, listing, or fulfillment processes could have led to customers receiving a product that does not function as expected?
How do you currently ensure the products you ship work as intended?
Have you reviewed the title or description to more accurately reflect your products intended uses and function?
When addressing this type of violation, if you would like to appeal, you will have to acknowledge the violation. However, if you would like to dispute it with proof that the product is not defective, you may provide supporting documentation such as invoices or receipts from their supplier issued in the last 365 days.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Thank you @Seller_AXC06kcsKI1qG for active participation in this thread too.
Regards,
Jaijai
