How to deal with Amazon defective product complaints? These 5 steps can easily solve it!

Recently, some sellers have received some warnings about "Product Condition Complaints - Poor Product Experience" , especially complaints related to " defective products ", which put the products at risk of being removed from the shelves. Such complaints usually stem from buyers' dissatisfaction with the quality of the products, especially when they find that the products are defective or not as described. Due to the increase in these complaints, many sellers are worried that their products will be removed from the Amazon platform, and even affect the sales performance of the entire store.

This new type of complaint has confused many sellers, especially in terms of handling methods and feedback channels. Many sellers initially thought that this was a new complaint mechanism, but in fact, it is not a new type of complaint, but a way for Amazon to respond to negative buyer experiences. The emergence of this type of complaint shows that Amazon attaches more importance to the overall experience of buyers during the shopping process, especially the quality of the goods and the consistency with the product description.

Amazon has moved the way to handle such complaints from submitting case complaints to the performance page. Although the handling location has changed, the way to complain has basically not changed. In other words, sellers can still view these complaints through the performance page and make corresponding complaints or improvements according to the requirements of the platform. Although the interface and location of the processing process have been adjusted, sellers still need to pay attention to product quality issues to avoid similar complaints from happening again.

Why did I receive this email for "Negative Buyer Feedback"?

Amazon decided to take this measure to improve the quality of products and consumer experience on its platform after receiving feedback from consumers about the product catalog. The platform learned through user feedback that some products had problems, so it decided to remove the relevant products to protect the rights and interests of customers. In addition, the system also noticed that customers who purchased the products generally expressed dissatisfaction, reflecting that these products had many problems in actual use.

For those products that have been removed from the shelves, customers’ negative reviews usually include the following types of complaints.

First, some consumers pointed out that the product did not match the condition, function or features described on the product detail page, which led to their disappointment. Second, some customers reported that the product they received did not match the product they selected in the order, or the product's appearance and specifications were different. In addition, some customers complained that the product was close to or had exceeded its expiration date, which made them doubt the quality of the product. Finally, some products may have been damaged during transportation, causing customers to discover problems and file complaints after receiving the product.

At the same time, "product condition complaints" cover a variety of types, including "product quality", "product expiration", "second-hand goods", "wrong product delivery", "version error", "not consistent with description" and "product defects".

The reasons for the complaint may relate to the following:

Product Condition Complaints and Appeals Guide

If a product is discontinued due to buyer dissatisfaction, the seller should carefully read the email content, conduct self-examination on the ASIN mentioned in the email, and fully understand the focus of the complaint. You can check one by one from the following aspects:

1. Sellers can view customers’ comments on each order through “Buyer Feedback” in Amazon Seller Backstage or download feedback reports to investigate and understand the specific reasons for the complaints.

2. Make corresponding adjustments based on the complaint points identified above. If the customer's complaint is about misleading information on the product details page, then the relevant content needs to be checked and corrected.

3. Prepare relevant materials, including purchase invoices or contracts, brand authorization letters or certificates, product pictures and updated comparison charts, instruction manuals and relevant product test reports, etc.

4. When writing a letter of appeal, you can refer to the POA framework for preparation:

① Causes of the problem

Describe the product situation in detail, summarize the investigation results, point out the specific problems of the product, and analyze the causes, such as lax quality inspection, irregular packaging, packaging omissions, defects in warehouse management, inaccurate descriptions on the product details page, incomplete instructions for use, etc.

②Specific measures to solve the problem

Describe the immediate actions taken after the problem occurred, such as:

③Preventive measures to avoid future mistakes

Take specific and feasible solutions to potential problems to demonstrate the company's determination and actions for rectification, such as:

You can also provide the following materials to enhance the persuasiveness of your appeal:

Common problems and solutions

In general, it is not difficult to file a defective product complaint. The key is to accurately identify the problem of the product and reasonably combine the argument with evidence. If you fail to do this, you may end up being rejected by Amazon.

Dealing with complaints about defective products requires sellers to have meticulous operations and adequate preparation. Whether it is pre-emptive prevention or post-complaint, sellers must follow Amazon's policies and regulations. At the same time, sellers must remain highly vigilant and adopt effective strategies to safeguard their own business interests. Creating differentiated product sales and a unique corporate culture are the keys to gaining a firm foothold in the fierce market competition.