Massive complaints broke out on Amazon, and sellers’ sales plummeted!

With the arrival of the Q4 peak season, Amazon sellers have also entered their sales peak period.

However, as sales have grown, the number of seller complaints has also increased significantly, especially complaints about product status : such as common complaints about defective products, product defects, complaints about second-hand goods, and problems such as product descriptions not matching the actual product and goods not matching the order.

It is reported that recently many sellers have received multiple identical complaint emails for the same product . Previously, batch complaints were rare . Even some well-run stores have received complaint emails for multiple products at the same time, resulting in the removal of products from the shelves in batches.

Sellers receive this email because buyers complain that the product they received did not meet their expectations or did not accurately match the description in the product information, resulting in the product detail page being misleading or containing conflicting information.

The clothing industry has suddenly encountered an outbreak of sizing problems, and this large-scale complaint phenomenon is simply " unprecedented"!

A seller in the clothing category revealed that he has indeed received a lot of complaint emails recently, and the complaints are very widespread. Since the size, fit, style and other issues of clothing products are subjective, it is difficult to judge whether the buyer did it intentionally or it is really inappropriate. But now, not only sellers in the clothing category have received complaint emails, but sellers in many other categories have also encountered the same situation , and they have to wonder if there are new changes in the platform.

Most importantly, sellers are worried that with the upcoming big sales, there is a risk that their product links will be removed or even deleted due to such large-scale and intensive complaint emails. One seller reported that one of their products had its link removed due to repeated complaint emails, and the product sales plummeted , directly affecting their product inventory and operations.

After research, some sellers speculated that the recent intensive complaint emails may not all come from buyers. A seller with more experience said: "Such a large-scale and high-frequency complaint, and so many sellers have encountered this problem, it is very likely a complaint initiated by Amazon."

In recent years, size and fit issues have gradually become a hot spot for consumer complaints. Amazon's system has also set up a new type of complaint for clothing products, namely product condition complaints - fit issues.

Some sellers have found that in the "Voice of Buyers" section, buyers' subjective feedback on products and pages is inconsistent, and Amazon automatically converts these feedback into emails and sends them to sellers. However, this speculation has not been officially confirmed by Amazon, and it is not ruled out that Amazon has modified some mechanism to cause frequent complaint emails.

Industry insiders suggest that sellers open "Buyer's Voice" in a timely manner to check the main reasons for recent complaints about the product, check whether the product packaging label is correct, check whether the information description on the details page is correct, whether the product brand information is consistent with the brand information on the details page, etc. If there is an incorrect description, correct and update it in a timely manner.

At the same time, some sellers have reported that a new type of product condition complaints has emerged recently - negative customer experience . This type of complaint may be caused by multiple factors, including but not limited to the following aspects:

In addition, Amazon requires sellers to file an appeal within 7 days of receiving the notification, otherwise the affected products may be suspended. This violation will also continue to affect the seller's account rating for 180 days after the notification.

Therefore, for sellers who have received performance notifications, they need to pay close attention to complaints about product conditions and submit appeals within the specified time. If they fail to take action before the deadline, the product may be directly removed from the shelves.

Some sellers have shared some coping methods, which you can refer to as follows:

For sellers, platform rules and mechanisms may change all the time during the peak season.

Facing various disturbances and challenges on the Amazon platform, sellers need to remain calm and rational, and adopt active and effective coping strategies. I hope the above suggestions can provide some useful references and inspirations for sellers, helping them find breakthroughs in adversity and steadily increase sales.