Amazon Appeal Letter Sample

Customer Complaint Regarding Sold Used as New

This is with reference to the captioned subject wherein a customer reported to Amazon that the product was sent to them in used condition for an ASIN of …… The link for amazon condition guidelines are shared for your ready reference:(https://sellercentral.amazon.com/gp/help/200339950)

Plan of Action

The underlying listing has been closed immediately to perform a comprehensive audit. 

• The listing including images and videos has been inspected for any ambiguity or non-compliance with amazon’s policies. 
• Customer reviews, feedback, and return reasons have been inspected to understand the complaint.
• Account history has been evaluated to determine any such complaints in the past. 
• On a sample basis, some inventroy has been recalled from the amazon warehouse for physical verification. (Attached herewith as Annexure A) 
• The inventory at our warehouse has been inspected thoroughly to ensure that the product is in its original packing and the product quality is not compromised.
• We have discussed the underlying complaint with the manufacturer and the third-party inspection team who performed the inspection while procuring the goods from the manufacturer. (Third Party inspection report is attached herewith as Annexure B)
• [Add more if required]

Future Preventive Measures

• We have developed new SOPs for our Company regarding the internal inspection of the products before shipping and sipping process to ensure that product is packed and shipped properly.
• To ensure that the Product is not damaged while shipping we are considering changing the shipping materials for more reliable versions.
• A separate department comprising a team of 5 members has been developed to reinspect the returned items. The term of reference of this department would be to verify the condition of returned items and potential issues with shipping. 
• The Inventory Inspection Process has been included in the Internal audit plan for the next year to ensure that the underlying department is working properly. 
• Training Program has been arranged and scheduled to ensure that the staff has the required skill to perform their duties properly. 
• [Add more if required]

Answer to the Questions Asked By the Amazon Team

• Are We Sourcing the Product from a trusted supplier that sells items in condition?
• YES, we have a signed contract with the supplier to provide the goods only in new condition. (The legal contract is attached herewith as Annexure C for your reference) 
• Have We Ensured that there is no Ambiguity in the Product description on Amazon and that the customer is well-informed?
  YES, We have reviewed and updated the listing to ensure there is no ambiguity about the Quality of the Product. 

• Is the product in its original manufacturing packaging as listed on amazon?

  YES, the original packaging is exactly as it came from the manufacturer.

• Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately, and will not be damaged when shipped?
  YES, we have developed SEOs to improve the shipping process.  Moreover, we are considering upgrading the material for more substantial and safer versions.
• Review of communications with Customers, their reviews, and feedback from buyers to better understand the issues.
  YES, The issue has been understood properly and appropriate actions have been taken. 

The manufacturer invoice has been attached for Your Reference (Annexure D)

Supplier information:

Name of the Supplier: XYZ

Address:  Mr. John. 132, My Street, Kingston, New York 12401.

Phone Number: +1 (444) 444-1234.

Website: https://www.abc.com/

Buyer information:

Your Company Name: XYZ Brand

Address: Mr. John. 832, My Street, Kingston, New York 12401.

Phone Number: +1 (555) 555-1234.

Underlying ASINs:

B01JA8IEY8

Date of Invoice: 2nd June 2022

With the above changes, we assure you that this would not happen again. Therefore it is a humble request to reactive our underlying ASINs.  

Sincerely,

[Name]

[your Amazon seller account email]

[phone Number]