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Seller_SBIjJooGeXSQ6
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How to mitigate and address product condition complaints
by Seller_SBIjJooGeXSQ6

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.

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Seller_6HepMalSTCPbq
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My account is deactivated and HAQM keeps charging me
by Seller_6HepMalSTCPbq

My amazon account has been deactivated and I don’t want to activate it anymore. I have small inventory but when I create an removal order HAQM doesn’t do that and keeps charging me. Why this would happen i? Please help, I am not planning to pay them. And I am not able to contact them. What should I do.

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Seller_R5d4VU9vCR4FA
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Unfair Listing Deactivation Due to Invoice Request for Product Acquired Over 2 Years Ago (Jabra Elite 7 Pro – ASIN B09D1HMBQ3)
by Seller_R5d4VU9vCR4FA
HAQM replied

Hello HAQM Seller Support & Community,

I'm reaching out for help regarding an issue that I believe is both unfair and unreasonable. I hope someone from HAQM’s internal team who monitors this forum can help escalate it to the appropriate department for review.

Background: I’ve been a third-party seller on HAQM for years with a strong track record of compliance and customer service. In this case, I listed the Jabra Elite 7 Pro Earbuds (ASIN B09D1HMBQ3) over two years ago, sourcing the product from a reputable supplier at the time. I created the listing then and have not restocked or acquired this product since.

Recent Incident (Order #: 114-8318906-0919403):

One of my buyers initially returned what turned out to be a counterfeit item (confirmed by Jabra via serial number check). After some communication, the buyer eventually returned the original earbuds and charging case, and I promptly issued a refund minus a 10% restocking fee. The buyer did not request their counterfeit item to be returned, nor did they contest the refund.

However, I was later notified by HAQM that some customers had filed complaints about the product being counterfeit. As a result, I was asked to provide an invoice dated within the last 365 days — which is not possible because I haven’t sourced this item in over two years.

My Concerns:

  • It is not reasonable to expect an invoice within 365 days for a product that was listed and acquired more than two years ago and never restocked.
  • I sold more than 10 units of this product and received no counterfeit complaints from any other buyers — this appears to be an isolated case.
  • My listing was deactivated, and I’m now unable to sell the two remaining authentic units, even though I’ve acted in good faith and responded appropriately.
  • I'm worried this could harm my account health despite being a compliant and responsible seller.

What I’m Requesting:

  • A fair review of this ASIN deactivation based on the timeline of when the product was sourced.
  • Reinstatement of my listing so I can sell the remaining authentic inventory.
  • Flexibility in documentation requirements for older listings, where a recent invoice isn’t possible.

I sincerely hope someone from the HAQM team can look into this and escalate it to a team that can properly assess the situation.

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Stuck with blocked listing due to use of the word "antibacterial" – need help!
by Seller_znKvIaej1ofvA
HAQM replied

Hi everyone,

I'm reaching out because I'm completely stuck with a blocked listing and I can't get a clear response or resolution from Seller Support.

I created the listing about a month ago, and a few days ago I decided to optimize it by updating the description and adjusting some of the text. While revising the content, I included the word "antibacterial" without thinking much of it. I honestly didn’t realize this could be a problematic term. I’m a new seller on HAQM and there are still many things I’m learning, so I wasn’t aware that using that word could be against policy or trigger any kind of restriction.

It was a mistake on my part, but at no point was I trying to sell the product as a pesticide or to make customers believe it had that function.

After the listing was blocked, I opened a case and was told to remove the word from the listing. However, since the listing was already blocked, I had no access to edit it — every time I tried, I was redirected to an error page. I informed Seller Support about this, and they told me to send them the corrected description directly so they could update it on their side.

I sent a new version of the description without any restricted terms, but the response I received was the same automated message saying I had to remove the word from the listing. I replied again, explaining that I had already mentioned I cannot access the listing and that they had offered to apply the update for me. Unfortunately, I received the same automated reply once again.

I also uploaded a flat file with the corrected content and submitted a screenshot showing that the file was uploaded, but I haven’t received any confirmation or follow-up.

My production will be ready in about a week and a half and I need to provide a shipping address, but at this point I don’t know if the ASIN can be recovered.

I would really appreciate help from someone who can clarify:

Whether this case can be properly reviewed by someone from HAQM

If I can safely delete this listing and create a new one for the same product, without risking policy violations or issues with my account

This is not a pesticide or restricted product. The only issue was that one word, which I’ve tried to remove in every way possible.

Case ID: 17874942271

Thank you so much in advance for any support,

Ari

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Seller_uTlr5PGRIIeNG
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Help Please! Listing Primary income listing taken down
by Seller_uTlr5PGRIIeNG

Hi. I sell custom vanity license Plates. We have been doing so for over 7 years.

Primary listing: B07XD5TGDG

My listing has been flagged with the following violation: This product has been identified as a license plate cover, frame, or spray that blocks or obscures a license plate from photo detection.

This is incorrect. I sell vanity plates, which are 100% legal. My plates can and often are put on the front of cars for decoration. They can also be used as signage, advertising, and art. They are not frames or covers. They do not prevent photo detection by police.

This has been going on for over a year with dozens of listings, but recently has escalated to my primary listing. I have been told by multiple seller support reps that they understand the problem and all I need to do is make a case, and it will be resolved. It never is. I really wish I knew how to fix the listing, I gladly would. I assume it is the image or a word. I have literally hundreds of competitors and I cannot discern how my listing is different.

Please, I feel like I'm about to loose my livelihood.

Any help from admin would be appreciated.

Thank you.

Leland

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We are not accepting applications to sell (5 months No resolution STILL charging FBA fees)
by Seller_KzLjm0deJt6Dk
HAQM replied

We are not accepting applications to sell (5 months No resolution STILL charging FBA fees) Honestly so ridiculous. Ive called leadership team, chat support, nobody seems to have an answer. I get the same run around month after month. This is how you treat an amazon seller? (No I'm not selling somebody elses stuff it is my own brand) Crazy how they can just keep charging me for products that are sitting at FBA THAT i cannot sell. Randomly made all my listings inactive out of the blue...5 months and counting.

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The "Internal Team" -- Proof HAQM Has Sense of Humor
by Seller_a4veqxfRYWHbF

How about this big joke:

“We would like to inform you that this matter is being forwarded to our internal team for further investigation.”

We’ve been on the platform for 10 years. We know how things work (or don’t as the case may be) and 99+% of the issues we solve ourselves or realize the system is designed to force Sellers to eat that loss/cost/etc and -- fair or not -- it isn’t worth wasting time with Seller Support trying to achieve a different resolution. So, when we open a support case it is one of those weird situations where HAQM broke something and now such and such no longer works in this small subset of situations. The case will start with 3-5 days and 10-20 messages with Seller Support replying about some other topic or asking for information that is unrelated to the issue (or was provided in the initial opening description of the problem). When we are finally able to get someone who understands the problem, they realize the answer isn’t in one of the few form templates they are allowed to use for responses and we then get this “internal team” message.

We’ll get a reminder message daily while the issue is still on our mind. But HAQM knows when we have gotten busy with other things and stops sending the daily reminder that the internal team is working on it. Then eventually the case quietly closes with no response or resolution from the internal team.

We had one where a customer didn't get their refund that stayed open almost a year and we actually kept getting emails that they were still working on it. Another one just got referred to the internal team today. So, I'll either have to give up on that one or hopefully get some help solving it here from you guys. One thing for sure is that in the unlikely event I eventually get a response the answer will be moot by then.

It appears the Internal Team is to Seller Support as Disposal and Liquidation is to FBA inventory. Internal Team seems to be HAQM-speak for the dumpster.

Anyone ever actually get a reply back from the internal team or have any idea what type of cases they are actually able to resolve? Post your stories. Let’s have some good laughs at the “internal team’s” expense.

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Seller_zCIsX50WyOeXr
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Order Defect Rate Issues
by Seller_zCIsX50WyOeXr
HAQM replied

This is not the first time this has happened to us, but yet again we are left in the terrible position of having our buy box taken away due to our 1.12% order defect rate (all other metrics are fine). Seller Support is never helpful. The circumstances around the reviews is even more frustrating. One of them was written before the customer even received the package. The second one was a lie. The 3rd one (yes, our buy box was taken away for THREE ORDERS out of 268) was our fault but instead of reaching out to us, the customer gave us a 1 star review and immediately requested a refund.

Whenever I call to try to figure out next steps, I'm met with total apathy and suggestions that don't even begin to help. "Sell more," is my favorite because we don't have a Buy Box! How do we sell more? Last year we struggled with NCX, so is order defect the new NCX or does NCX still exist?

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Desactivacion de Cuenta por Seccion 3 hace mas de 6 meses
by Seller_MOYoQPtE1ycO4

Estimados colaboradores de HAQM: el motivo de mi mensaje en este foro es porque necesito reactivar mi cuenta que ha sido desactivada en el mes de Octubre. Presente toda la documentación requerida por el equipo, documentación original y también comunicaciones con la marca que me ha vendido el producto. Esta marca había realizado una denuncia por supuesta falsificación de producto pero meses después, luego de haber trabajado en conjunto con ellos, presentaron una carta de retractacion desestimando la denuncia. Presentamos Facturas con todos los requisitos solicitados, orden de compra, captura de pantalla de la pagina oficial de la marca donde realizamos la compra, extracto bancario donde figura la compra realizada, contrato del prep center que gestiona nuestros productos, calificación del cliente, el cual menciono que el producto cumplió con las expectativas calificándolo de EXCELENTE pero hemos recibido todo respuestas negativas por parte del Equipo de HAQM.

De este producto HEMOS VENDIDO UNA SOLA UNIDAD y nuestro Estado de Salud de cuenta siempre fue excelente, cuando tuvimos algún inconveniente pudimos resolverlo con éxito.

Solicito de su colaboración para poder reactivar la cuenta y tengan consideración de nuestro arduo trabajo para mantener la salud de nuestra cuenta impecable.

Muchas Gracias

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Desactivacion de Cuenta
by Seller_MOYoQPtE1ycO4

Estimados colaboradores de HAQM: el motivo de mi mensaje en este foro es porque necesito reactivar mi cuenta que ha sido desactivada en el mes de Octubre. Presente toda la documentación requerida por el equipo, documentación original y también comunicaciones con la marca que me ha vendido el producto. Esta marca había realizado una denuncia por supuesta falsificación de producto pero meses después, luego de haber trabajado en conjunto con ellos, presentaron una carta de retractacion desestimando la denuncia. Presentamos Facturas con todos los requisitos solicitados, orden de compra, captura de pantalla de la pagina oficial de la marca donde realizamos la compra, extracto bancario donde figura la compra realizada, contrato del prep center que gestiona nuestros productos, calificación del cliente, el cual menciono que el producto cumplió con las expectativas calificándolo de EXCELENTE pero hemos recibido todo respuestas negativas por parte del Equipo de HAQM.

De este producto HEMOS VENDIDO UNA SOLA UNIDAD y nuestro Estado de Salud de cuenta siempre fue excelente, cuando tuvimos algún inconveniente pudimos resolverlo con éxito.

Solicito de su colaboración para poder reactivar la cuenta y tengan consideración de nuestro arduo trabajo para mantener la salud de nuestra cuenta impecable.

Muchas Gracias

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Seller_5KC23jzXcVyt3
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Infracción
by Seller_5KC23jzXcVyt3

al cuanto tiempo se borra una infracción de derechos del titular

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