Product quality issues complained about by buyers mainly include product authenticity buyer complaints (counterfeit products) and product condition customer complaints. Among them, buyer complaints about product authenticity (counterfeit products) are classified as acts that infringe intellectual property rights. Other product quality issues (including products that don't match their description) are classified as product condition customer complaints.

Based on the severity of a policy violation, Amazon may take the following actions:
● remove your products;
● Limit, suspend, or ban your ability to list products;
● remove or dispose of your Amazon Logistics inventory; ● Withhold payments made to you.
🔍 Sellers can find relevant information by following these paths:

Every seller and supplier is responsible for ensuring that the products they purchase, sell, and ship are authentic. Prohibited products include products or content sold privately, counterfeit, or pirated, unlawfully copied, reprinted, or manufactured, and products that infringe the intellectual property rights of third parties.

Seller A listed a handbag and indicated on the detail page that the product was brand C. Buyer B is very excited to see this handbag at such a bargain price on the Amazon store. She immediately purchased this item, but when Buyer B opened the case containing the handbag, she was disappointed to find that the handbag was counterfeit and contacted Amazon. Seller A is in violation of Amazon's anti-counterfeiting policy.
🔍 Sellers can find relevant policies by following these paths:

The products 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 defects. As required by applicable law, products with an expiration date must indicate the expiration date, and customers must receive the item with sufficient time to fully use the product before the expiration date.

A. Used products sold as new (Used sold as new):
Items that are shipped in “new” condition but have signs of use, opened, or have minor damage or defects at the time of delivery.

Buyer B placed an order on Amazon for a brand new pair of C brand shoes, and store A shipped the order. However, when Buyer B opened the package, he found a mark on the bottom of the shoe, a scratch on the top, and a stain on the inside. He was so disappointed that he chose to return the item and complain to Amazon.

B. Wrong Item Sent:
The item shipped did not match the description on the product detail page, or the wrong item was completely shipped.

Buyer B ordered a blue shirt from Brand C on Amazon, and Seller A then shipped the order. But when Buyer B opened the package, she found that the shirt that had been delivered was red. She was so disappointed that she chose to return the item and complain to Amazon.

C. Merchandise Defects (Defects):
The item was delivered in the following condition: damaged, defective, misclassified, misdescribed, or missing parts. This includes products that cannot be used as described on the product detail page or do not meet reasonable functional expectations.

Buyer B bought a car toy for her daughter on Amazon, then seller A shipped the order. Although the car door shown on the product detail page can be opened and closed, when Buyer B's daughter started using it after receiving the item, the car door fell every time she opened the car door. The toy car cannot be used as described on the detail page. Buyer B returned the toy car and then filed a complaint with Amazon.

D. Expired Product (Expired Product):
Ship products that have expired or will be past the expiration date when the customer receives the item. This includes shipping products that don't have enough time for customers to fully use before they expire.

Buyer B purchased a box of 100 daily supplements from Seller A on Amazon, and upon receiving the item, Buyer B noticed that these supplements would expire within 30 days. As a result, Buyer B simply won't be able to take all of the supplements before they expire. Buyer B then chose to return the supplement and contact Amazon to file a complaint.

Check Seller Central's Account Status Policy Compliance module promptly for violations.

First, please carefully read Seller Central's performance notices regarding non-compliance.
Second, product quality complaints all come from orders that have been shipped. Sellers should keep abreast of buyers' reviews of their products, find sales orders for problematic products, and understand the specific details of product problems. You can get feedback from buyers through the following channels:
√ Buyer news
√ Buyer feedback
√ Product Reviews
√ Amazon Marketplace Transaction Claims
√ Return Information
√ Voice of the Customer dashboard

Sellers are required to provide documentation to verify the origin and supplier of the product in accordance with the performance notice. It usually includes: an action plan and a valid invoice for the marked product (a true and valid invoice issued within 365 days).

The Amazon Policy Team has launched an online response to complaints about “product defects” or “product expiration.” Sellers will watch relevant policy education videos and then take a quiz (quiz) to reinstate selling privileges through the self-service appeal mechanism. Based on the question-and-answer appeal module, sellers can understand why they have broken the policy to avoid making the same mistake a second time, while avoiding the problem of repeatedly submitting documents such as action plans (POAs) and invoices due to such issues. Currently, questions and complaints have been officially launched on sites in North America and Europe (including the United Kingdom, Germany, Italy, France, and Sweden), and other sites will be launched in the second quarter of this year.

We recommend that you complete the following self-inspection and self-inspection, or refer to the self-inspection tips for infringing products:
● Are you purchasing your products from reliable suppliers?Are your products authentic?
● Were you authorized to sell the product legally before listing it?
● Are you posting the correct product information so that customers have the right expectations for the product?
● Use the manufacturer's packaging to list and ship the product, and do not change the manufacturer's packaging.

🔍 Please click on the link to view the help page:
https://sellercentral.amazon.com/help/hub/reference/GCQJVJ4WFDRT3MD6

We recommend that you check yourself in the following areas:
● Did you accurately describe the product when listing it?
● Is there a complete quality review process?
● Did you choose the right packaging?
● Can storage and delivery ensure that consumers receive the goods in good condition?
● Are returned items handled correctly?

🔍 Please click on the link to view the help page:
https://sellercentral.amazon.com/help/hub/reference/G7ZFF8YRKNKFFVMK

● Consumers often use whether the packaging of the product is in good condition as an important reference: if your product does not have a seal, please explain this situation in the product description. If the item doesn't have a seal, it's best to work with the supplier to add a seal or use shrink wrap to protect the item; do not return the package or item to sellable inventory after the product seal is broken.
● Handle returns correctly!Keep in mind that returned items can only be resold as “new” if they meet the “new” condition in the condition guidelines.

● When listing products, pay particular attention to providing: detailed size information, dimensions, material specifications, other features, material types, etc. Make sure that the detail page uses acceptable variation relationships. For example, an acceptable variation of a t-shirt needs to include the size and color of the t-shirt. However, different styles of shirts are unacceptable variants.
● Review existing inventory after the product has been sent by mistake, determine whether the problem still exists in the remaining inventory (including returned products), and correct and prevent the problem from happening again.

● If the product is compatible with other products, please specify which products your product can be used with. Consider providing self-help content for buyers, such as videos troubleshooting frequently asked questions or technical support contact information.
● Please mark any defective products as unsellable and ensure they are handled separately.

Do customers have enough time to use the product before the expiration date when they receive it?
● Please check your products regularly to verify that customers can use them for a reasonable time before the expiration date. For example, a 120-serving bottle of a daily supplement must be delivered to the buyer at least 120 days before the expiration date.
● If it's a Fulfilment by Amazon (FBA) product, you need to ensure that the product is valid for at least 90 days. For example, once a bottle of 120 servings of a daily supplement delivered by Amazon Logistics (FBA) arrives at the fulfillment center, it must be valid for the remaining 120 days plus 90 days.

Did you not submit documents, or did the submitted documents remain unqualified?

When a buyer complains about the authenticity of a product, the seller will receive a corresponding performance notice, which will include the specific required appeal requirements. Sellers are usually required to provide a valid action plan, as well as a valid invoice for the item being marked. Specific appeal requirements are subject to the performance notice received.
Sellers are required to provide documentation to verify the origin and supplier of the product in accordance with the performance notice. A valid invoice must meet the following conditions:
● Issued within the past 365 days
● Reflects sales volume over the past 365 days (if applicable)
● Must include the supplier's and buyer's contact information, including name, phone number, address, and website
● Must be authentic and unaltered
● Informal emails, documents, or screenshots cannot be used as invoices
● Upload as jpg, png, gif, pdf graphic files

When working with suppliers, make sure they can provide invoices that meet the above standards. Remember to file your invoices carefully; be careful!

When faced with complaints from product buyers, the seller believes that as long as enough apologies are expressed in the complaint letter, the complaint team can restore the seller's account, so they write a lengthy apology attitude in the complaint letter.

In addition to stating their attitude in the statement, it is more important that the seller submits a valid action plan and VAT invoice as supporting documents. Sellers can discuss detailed action plans and documentation requirements by talking to the Account Status Support Team.

Feasible DoS
√ Includes complete root causes, solutions, and preventative actions
√ Keep instructions simple and clear
√ Focus on the facts and events that are causing the problem
√ Explain the plan in terms of overall violations
√ The VAT invoice from which the product originated must be attached
√ The action plan has a clear and actionable timeline

Not possible DONTs
X Don't just explain the action plan one-sided
X No need to provide instructions that are overly complicated or unrelated
X No need to use emotional language on a large scale
X should not only explain plans about individual order issues
X Unqualified supporting documentation cannot be provided
X Avoid using templates or copying other sellers' action plans

The scope of services provided by the Account Status Support Team to assist sellers with complaints:
√ Point out blind spots in complaints
√ Guide the appeal form
√ Discuss the level of detail of the complaint
√ Explain the requirements for appeal materials
√ Guide the appeal channel
√ Inquire about appeal results

The scope that the account status support team does not support:
X Amazon Logistics Related Services
X Product listing process
X Amazon Marketplace Transaction Guarantee Claim Statement
X Brand Registration and Business Promotion Services
X Account Funding and Payment Related Matters

Through specialist connections, seller account health and action plans can be objectively discussed from the perspective of official policies and sellers, which helps sellers to have a more comprehensive understanding of the account status and action plan, as well as the seller's future maintenance of account health.

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