Hello Everyone,

I wanted to share some guidance on our product condition requirements, and our appeal expectations surrounding violations that occur within this category.

These types of complaints or customer concerns can be driven by several different scenarios ranging from listing details, missing or inaccurate size charts, wrong or incorrect product received. As noted, these are just a few examples of what can occur.

So you are best prepared for situations such as these, I recommend reviewing our policy page on preventing product condition issues. We provide guidance on improving quality of your listing attributes to ensure customers receive exactly what they saw on the listing and in the same condition. This also includes improvement to storage, to help ensure that quality is maintained for the product.

When trying to address these types of issues, you first need to research what exactly occurred and why it may have happened. Typically, when these types of scenarios occur, you should receive some type of communication via manage returns, voice of the customer,feedback or claims. Understanding what exactly occurred will impact required information.

Most situations do require the submission of documentation such as invoices. These are required to validate the condition of the products that were sourced, listed and sold. Most of these scenarios will also require a written explanation on what occurred, including the root cause, and how you will prevent these complaints in the future.

There are also situations where you can dispute these issues. These situations will require communication with the buyer to confirm their misunderstanding of the situation. This can be screenshots of buyer seller communications as an example.

This should serve as a general guidance for these situations. If you encounter a similar situation and need further support, please create your own thread and share related information such as notifications and case ID’s so we offer any necessary guidance.

Emet.