As Amazon sellers, we all know that running a business through the Amazon platform has many obstacles sellers need to overcome in order to avoid an Amazon suspension. Even when you sell products following Amazon policies, people still have the ability to leave complaints, and if you receive a negative complaint that the product they received was not new, there is a chance your account will be suspended due to Used sold as new complaints. If you are in this situation, let us guide you through your issue.
Let’s start with the meaning of the term Used sold as new.
What is a Used sold as new complaint?
What product is considered as “new”? – New must mean brand new, never opened before, undamaged packaging—new. If your product does not meet these standards, it is not new, and do not label it as such.
As the Category-Specific Condition Guidelines, “New: Just like it sounds. A brand-new, unused, unopened item in its original packaging, with all original packaging materials included. Original protective wrapping, if any, is intact. Original manufacturer’s warranty, if any, still applies, with warranty details included in the listing comments”.
If a product is said to be new, but is actually used, a customer may believe it is the result of the product being defective and therefore, unsafe to use. Many times, a used-sold-as-new complaint is filed not because the item is actually used, but instead was damaged en route to the customer. Additionally, an item will be considered used if it was opened or returned. Even if the product was returned and unused, it is not considered new in Amazon’s eyes, or the eyes of your customer.
How to avoid Used sold as new suspension?
It is obviously clear that you do not want to face account suspension when it comes to selling on Amazon. For this reason, avoiding suspension is crucial in the first place. It is important to follow these business practices:
Sourcing: Please note that only sell new products sourced from authorized manufacturers or distributors and retain all invoices for at least 365 days. It is recommended that you should request assurances from your supplier that all products are new, safe, and manufactured and tested under the strictest standards. (These will be useful when writing your plan of action). In addition, when applicable, have your suppliers provide Quality Control Certificates with each inventory purchase
Packaging: It is important. If an item is new, but is not properly packaged, then it could result in a damaged product. While this piece of advice may seem obvious, it should be taken seriously. Amazon has strict standards for packaging as a way to combat the issue of unhappy customers with broken items. On their webpage, they have a list of the appropriate requirements for packaging to ensure customer safety. Poor packaging leads to used-sold-as-new complaints and suspensions. Following the proper packaging procedures will help ensure that your quality products are being protected when in transit.
Returned product: All returned items should be organized separately from the rest of your inventory. Pursuant to Amazon’s policies, they cannot be sold as new, even if they look new or were never opened. Once your inventory is properly organized, a reviewing process is essential to ensure all items are new, look new, and do not have any damage. You may want to consider having items reviewed upon arrival from the manufacturer, again when packaged, and then one final time before shipping.
How to draft a plan of action to appeal Used sold as new suspension?
If your Amazon seller account has already been suspended due to Used sold as new, you need to stay calm and prepare a plan of action to appeal your account . With a well-written plan of action, it is likely that your account will be reinstated. The Plan of Action should explain:
- Address the root cause of the complaint
- Identify how you solved the problems and how you are improving your business for Amazon’s customers
- Immediately issue a refund or replacement to any dissatisfied buyers
- Remove the product from our inventory until this issue is completely resolved
- Increase the frequency of quality-control inspections
- The actions to prevent similar issues
- Review Amazon guidelines and restrictions to ensure up to date on all policies
- Check all reports, notifications, e-mails, metrics, feedback, A-to-Z claims, chargeback claims, and reviews daily to identify and correct problems before issues escalate
- Separate all returned items to a different department to ensure no used product is accidently sold as new.
In the end, hopefully, we’ve given you some pointers and helped you on way to dealing with Used sold as new issue. For expert advice and assistance, please get in touch with us here.