Violations complained about by buyers due to product quality
Amazon enforces actions against sellers who violate the Selling Policies, and reviewing and following these guidelines will help keep sellers’ accounts healthy.
Now let's analyze: What are the violations that buyers complained about because of the quality of goods?
The quality of the goods that buyers complain about mainly include buyer complaints about the authenticity of the goods (counterfeit products) and buyer complaints about the condition of the goods. Among them, the buyer's complaint of the authenticity of the goods (counterfeit products) is classified as an infringement of intellectual property rights. Other product quality issues, including items not as described, are classified as item condition buyer complaints.
Depending on the severity of the policy violation, Amazon may take the following actions:
1. Remove your product;
2. Restrict, suspend or prohibit your authority to post products;
3. Remove or dispose of your FBA inventory;
4. Withhold money paid to you.
Note: sellers can find relevant information in the background according to the following paths:
Explain the different types of product quality violations complained by buyers – the cases are as follows:
1 The authenticity of the product
It is the responsibility of every seller and supplier to ensure that the products they source, sell and ship are genuine. Prohibited goods include smuggled, counterfeit or pirated goods or content, goods that are illegally copied, reproduced or manufactured, and goods that infringe the intellectual property rights of third parties.
Seller A lists a handbag and specifies on the detail page that the item is Brand C. Buyer B was very excited to see this handbag at such a good price on the Amazon store. She purchased the item immediately, but when Buyer B opened the box containing the handbag, she was disappointed to find that the handbag was counterfeit and contacted Amazon. Seller A violated Amazon's anti-counterfeiting policy.
Sellers can find relevant policies in the background according to the following paths:
2 Product condition
The product you list and ship must exactly match the description, images, and all other information on the product detail page, and be free of any damage or defect. In accordance with applicable law, products with an expiration date must be marked with an expiration date, and the buyer must have sufficient time to use the product before the expiration date when the product is received.
Common categories of buyer complaints about product condition are:
A. Used sold as new:
Ships items that are listed in "New" condition but arrive with signs of use, opened, slightly damaged or defective.
Buyer B places an order on Amazon to buy a brand new pair of a certain shoe of brand C, and store A ships the order. But when Buyer B opened the package, he found the shoes had marks on the bottom, scratches on the top, and stains on the inside. He was so disappointed that he chose to return it and complained to Amazon.
B. Wrong Item Sent:
The product shipped did not match the description on the product detail page or the wrong product was shipped entirely.
Buyer B orders a blue shirt from Brand C on Amazon, and Seller A then ships the order. But when Buyer B opened the package, she found that the shirt was delivered in red. She was so disappointed that she chose to return it and complained to Amazon.
So how should sellers deal with different types of product quality violations complained by buyers?
Check the Account Status Policy Compliance module in Seller Central in a timely manner for violations.
Step 1: Identify the root cause
Commodity quality complaints all come from orders that have been shipped, understand buyers' evaluations of their own products, find out the sales orders of problematic products, and understand the specific details of the product problems.
Step 2: Prepare Appeal Materials
Sellers are required to provide documentation to verify the source and supplier of the product in accordance with the performance notice. Include: Action Plan, and a valid invoice for the item marked.
Step 3: Submit an appeal
In the face of Amazon's product quality policy, Xiaobian teaches you how to avoid and prevent product quality violations in advance?
For product authenticity violations, you need to:
The need to source goods from reliable suppliers to guarantee the authenticity of the goods;
Before releasing a product, it is necessary to obtain an authorization certificate for the legal sale of the product;
Post correct product information and do not mislead customers.
For product condition violations, you need to:
When listing a product, you need to accurately describe the product;
A complete quality audit process is required;
To choose the appropriate packaging;
Storage and distribution need to ensure that consumers receive the goods in good condition;
Returned items need to be handled correctly.