Dear Amazon Seller Performance Team,
This is an Amazon seller of xxxxx in the US.
Issue: would like to appeal the removal of my listing due to “Used Sold as New” product condition complaint.
Root cause the complaint:
a. We have communicated with our suppliers deeply to make sure all the products are in good condition. In order to ensure the quality of our products,our QC staff will select 30% of the products in each batch for quality inspection. Our products have a smooth surface and are very easy to leave traces. Thereby some traces were left on products inadvertently,which caused our clients to misconceive as well.
b. During the long-distance transportation of our products,Accessories are shaken out of the card slot，the product itself and accessories may cause some friction,so customers think that there are traces of use
The actions we have taken to resolve the issue(s)
A. We offer immediate returns or exchanges to customers experiencing this type of problem,and remove the returned product from our inventory.
B. We Will disabled repackage unsellable customer returns on repackaging settings on Seller Central to avoid customers received used items as sold new from FBA inventory,all buyer’s return will never be resold any more,even though the return’s reasons are nothing to do with our products quality but the customer preference. We believe this measure might eradicate the used products issues.
C. We have notified the cooperated third-party overseas warehouse to collect returns for this ASIN. Our own internal staffs will keep an eye on the product condition of these returns ,some are still with original package and in perfect working condition,we will list them again. As for the broke products,we ourselves will make an analysis of them and seek out the root reasons so that we can take the specific steps to improve them thoroughly.
D. We put strict requirements on the packaging part of the supplier，After the production of each product is completed; it must ensure that there are no fingerprints or dirt on the product; After the engineer is required to complete the product quality inspection,the product must be cleaned and completely packaged.
To avoid the same question later,we will take below action:
1. We will pay highest attention to supplier production. We are improving product technology based on customers' feedback to ensure better product quality.
2. Our company's quality inspection department will formulate more strict AQL(Acceptable Quality Level).
3. We will upgrade our packaging steps to ensure all products are packaged much more solidly.
4. We will be more strict in checking product quality before sending them to FBA inventory
5. We are sparing no efforts in pre-sale and after-sales customer service to reduce return rates and improve customer shopping experience
Since we started selling products on Amazon,we have never sold second-hand products as new products. Therefore,we believe that the above reason may be that the customer received the product with traces or the accessories in the packaging are scattered,which caused them to misunderstand us. We have always wanted to be a good Amazon seller and are constantly working on it. After we received the notification,we will check more strictly for all the products and package.
We respectfully hope that Amazon consider our efforts and help us correct this error.