Customer Complaint with no details or communication
I received a notice that my ASIN has a complaint that the item is defective. I have no idea what customer reported a problem or what the complaint is. There is no detail in the notification about what the complaint is, I have zero customer communication on this product, there is no order number in the notice, there are no return requests for the product.
In the appeal process, there is no way to indicate this.
They are saying the listing is going to be removed because of this one mysterious, undocumented complaint.
Customer Complaint with no details or communication
I received a notice that my ASIN has a complaint that the item is defective. I have no idea what customer reported a problem or what the complaint is. There is no detail in the notification about what the complaint is, I have zero customer communication on this product, there is no order number in the notice, there are no return requests for the product.
In the appeal process, there is no way to indicate this.
They are saying the listing is going to be removed because of this one mysterious, undocumented complaint.
22 respuestas
Seller_J46Ruz3VzvWCV
Did you check "Voice of the Customer?"
Also, post the actual notice.
Seller_bgMQea8BGeI1K
We do have a similar issue.
We opened a case but got a standard reply.
There has never been a complaint on this ASIN ever .
We do not know what to address or even what needs to be rechecked because we check everything before sending it out.
Still working on it but do not see a way in the system of addressing it unless we know the nature of the complaint.
Customer information may be with held. We have no issues with that,.
Hope a moderator chips in.
Seller_Ha6JyVvDK6Ybs
Customer BS and returns off the charts lately after this Instant replacement garbage!
Glenn_Amazon
Hi there @Seller_kWzASERYhgus6,
The steps provided by @Seller_J46Ruz3VzvWCV are correct. The expectation is that you review all feedback and product reviews as Amazon will not provide a specific order ID that triggered a required review. In general it is not a single complaint but a pattern of issues that Amazon needs clarification to show the authenticity of your product, that it matches the detail page, and the product is in a good condition.
The expectation is that you will review the recent feedback and product reviews, and build a plan of action that address the complaints made by the buyers.
I apologize but in general I'm not able to provide additional information and I would recommend that you reach out to Account Health via the Call Me Now Button on the account heath page.
Thank you for your understanding.
-Glenn
Seller_WtOwWhtSrFjva
Happens to us all the time. I am tired of it. As they deactivate my listings, I delete it and move on. Our plan is to go solely with our own website. I have ASINs that were FBA and changed to FBM only they will not change back. I have had listings that are 12 years old. No problems. Then wammo, overnight they are deactivated. I filed the appeals and the answer is always, "We need more information." This is in the last few years and it only seems to be getting worse.
Seller_nBUcRErQhJ4JW
Thats how Amzon rolls
Amazon - you have a complaint please identify root cause and your plan of action
Seller - ok what was the complaint so we can address it
Amazon - we arent telling you
how are you supposed to address the cause if they dont tell you what the complaint was.
We had a customer complain a ring was used and engraved because she saw the trademark and karat stamp. This is required by law. She though it was someone elses ring. We figured out who the order was from , but she had communications blocked, so no way to address hte issue with the customer.
