Product Condition Violation for “FBA Grade and Resell” SKU

Account Health Product Authenticity and Condition
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I’m not sure how to get this product condition violation removed from my account.

The SKU is generated by Amazon, under the program “FBA Grade and Resell”**

Where Amazon grade and relist eligible items as** Used , instead of returning, removing or disposing the inventory.

Here is a link to the program:

https://sellercentral.amazon.com/help/hub/reference/GUA6RV6UA4DR2MFK

It looks like Amazon warehouse staff graded the item as “Used Like New” where it was obviously damaged by the customer who originally returned it. This unit Should NOT have been graded by Amazon FBA staff as Sellable, let alone “Like New” after it was returned by another customer who caused damage to the originally returned-unit.

But now I’m getting penalized for this?

How do I respond? please let me know

I obviously need to choose “I understand the policy and have evidence or documentation to submit for review to confirm my compliance with the policy.” because I’m not taking the hit for this

My other options are below (there is no written appeal)

Select the primary reason why you believe the removal of your ASIN was done in error:

–Product usage issue

-Customer issue is unrelated to product quality

Select which issue you’ve identified as the cause for the enforcement:

-Customer complaint is about product packaging and not the product itself

-Customer complaint is about a product different than the ASIN enforced (i.e. the complaint is about lotion and the ASIN enforced is coffee)

-Customer complaint is questioning or inquiring about the condition of the product but does not state that the product received is defective or does not work

-Customer made complaint prior to delivery of item (i.e. Customer reached out prior to delivery regarding their purchase and asked Seller to replace the product without cancelling the original order)

-Provide proof of this issue by attaching documentation showing that the complaint made by the customer was not in relation to the quality of the product itself.

What proof do I provide?

Thanks!

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What exactly is the violation that you got tagged with? Was it “used as new?” I apologize if I missed it, but I don’t see it in your post.

Welcome to SAS!

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Thats a very good question, t’s a product condition violation , commonly used for used product sold as new , but in this case they are saying it’s defective.

It was sold as “used like new” condition , as graded by Amazon on a returned unit

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I have never experienced a complaint like this on a Grade and Resell listing. I honestly don’t know that you can address it through the normal Account Health process. This may be the sort of thing you need to get some intervention on, either by contacting the AH team on the phone and hoping for a useful rep or possibly (and I don’t suggest this lightly) by posting on the NSFE and trying to get a mod to give it some attention.

I hope another poster can give you better advice.

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Just note that MODs normally want a case opened so they can use the case number to escalate …

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Ok, Thanks all; I will open a case and then a thread in the SC forum and will update it here

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