Health Violation - Listing Violation due to customer dissatisfaction

Account Health
1

  1. We got a listing violation for a customer dissatisfaction return

  2. Our overall refund rate is between 1.32% - 2.19%

  3. The customer complaint summary is as follows:

Item didn’t work for my needs

  1. Majority of our reviews are stellar for this product.

  2. But I still have to address the listing violation along the following parameters:

Submission Parameters
Submission Parameters1546×887 243 KB

  1. I’m sure some of you went through something similar and I tried using policy saying customer can return the item for a full refund and here are our reviews to no avail. Any more policies I can site? Without acknowleding the violation?

  2. The options are

Appeal Options

For some weird reason I’m drawing a blank. Ima get coffee now :slight_smile:

2 Likes
2

Unfortunately trying to tell Amazon that

Is not defective is like trying to tell a blind man that the sky is blue.

One very rare time I actually managed to get someone that understood that a customer that bought something that was illegal for him to use in his state the way he tried to use it (a blue/yellow dash light for a tow truck). Does not mean the item is illegal to sell.

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3

Acknowledge and move on?

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4

@ASV_Vites

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You can try to explain that the customer selected the wrong return reason and pray you get someone with common sense.

Or maybe malicious compliance and hit every point with

“I will try to inform customers better on the product so if it doesn’t meet there needs they will not purchase it”

2 Likes
6

Went ahead and acknowledged since it doesn’t affect health score. But this was really fuq’d

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7

I get those – as reasons for a return, but not where I have to respond to Amazon.

I do file a SAFE-T claim for every single return where it’s really the customer’s fault.

Like when they say "doesn’t work/item defective"andthen blame the size.

I win those SAFE-T claims.

Size is mentioned three times in the listing.

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8

The real fuq’d thing is that they removed all my choice badges and left the listing active. This is some real mafia sheeet

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9

It sure is. You must have pulled back a little on your PPC bc AC is pay to play according to my old SAS manager.

It’s meeting a certain set of requirements via the algorithm and then it’s whomever is lining Amazon’s pockets the most that gets the badge. I actually have him on screen capture illustrating the corruption.

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10

We had the same issue last week with a Suntan Lotion.

Not sure how they determined it was “defective”?
Anyway, I just accepted the violation and then it went away.

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11

I’m sure it has to do with the violation - no way all the choice badges disappear. But I’ll get em back. Just really dumb.

1 Like
12

The funny thing for this product my NCX rate is .86% < 1% and it’s listed as good. So in my appeal, I literally said, tongue in cheek that we would take it from .86% < 1% to below .50% < 1% - from good to excellent. :joy:

The fuq…its embarrasing the shyte I’m writing

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A pre-condition to selling on amazon should be how well a person performs aniilingus <= I beat the filter :sunglasses:

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3 Rejections in 24 hours, 4th time is a charm :joy:

15

Had to stick my tongue in deeper and it took 6 tries. Part of the issue is the circle jerk the entire process is.

  1. An agreeable Negative customer experience rate (NCX) is said to be 1%

  2. However, this is calculated on a rolling 30 days.

  3. Even if you’re within that rate you may trigger a Listing Health Violation - however, there is literally no guidance on why it happens and how it happens. My guess is that it’s either weighted on less than 30 days or that even if its triggered, and disappears with each new day - that the violation is triggered.

  4. The guidance in seller central says as long as you’re green (good or excellent) in your Account Health Dashboard (AHD) then everything is gravy.

https://sellercentral.amazon.com/help/hub/reference/GRTPNYUAU5EQ9RGU

  1. Having said that, once the listing violation is triggered, one must guess as to what triggered it, because according to Amazon:

For privacy reasons, we do not provide details about our investigation methods.

  1. They offer general guidelines on how to write the appeal after the first appeal, however:

We received your submission but do not have enough information to resolve your issues at this time.

You need to send us an updated appeal that explains:

For “defective” complaints:
– Greater detail on the issues that you believe caused the complaints about your items not working as expected.
– Greater detail on the actions you have taken to resolve the issues that caused the complaints about your items not working as expected.
– Greater detail on the steps you have taken to prevent future complaints about your items not working as expected.

When submitting your appeal:
– Review your communications from buyers to better understand the reason for the customer complaints, and provide an explanation for the issues that led to complaints about your items.
– Be clear, concise, and as specific as possible. Focus on the facts and events that led to the issue rather than providing an introduction of your product, business, or customer. Remove other questions or references to ongoing support cases from your submission.
– Do not limit your appeal to issues with specific orders. Instead, focus on the general practices you will adopt to prevent this type of issue in the future, considering the following questions:
→ Sourcing: Are you sourcing the product from a trusted supplier that sells items in new condition?
→ Listing: Is the product accurately described on Amazon? Have you ensured that the product detail page has all the relevant customer information?
→ Labeling: Are you following Amazon policy regarding labeling requirements? For example, are you specifying date type such as, manufacturing, production, or expiry, and presenting the information in a clear way?
→ Packaging: Is the product in its original packaging as listed on Amazon?
→ Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately? Are you ensuring product has sufficient shelf life before shipping?

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

  1. Reviewing customer communication means drilling down into Voice of the Customer (VoC) - and selecting the drivers that triggered the complaint and reiterating them.

  2. Finally, the format is as follows under the following main headings:

a. What happened
b. Why it happened
c. Reviewing customer Communication
d. Remedial Steps Taken to Fix Problems

Hope this helps.

Remember the deeper your tongue goes, the better.

Best,
T_T

1 Like
16

How did you conceptualize “I didn’t need it” as a health violation?

I mean obviously, out of…

…all the bot caught was “didn’t work”.

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17

That is only a sample of the NCX driver. Simply put, that is not what the appeal should address. That summary is a particular order, but they don’t want you to address a particular order, but address the particular violation type. So in my case. I am to see the listing violation trigger as defective, then review customer communication viz a viz VoC, which isn’t explicitly stated - but what a seller has to, themselves, surmise, since any listing condition violation would only be detailed there, look at NCX drivers related to defective and then follow the outline above. It’s literally, remedial gymnastics - I pray that amazon suffers the same fate when dealing with the Feds - and that it costs them billions - because that is a very prickish way to go about things and an utter waste of time.

Obviously, the process is not transparent because, well duh, they don’t want anyone gaming their “system” whereas, other areas are free to be gamed and sellers constantly have to assume the position therefrom.

18

Agreed

3 Likes