Advise for Case

[vptom]

Hello,

Anyone have advise on how to respond to this? Old account that I have been dropshipping on, I don't have pictures of the inventory of course. A customer bought an old model item that has been upgraded (new picture on bottle, same exact ingredients) and complained to amazon that I sent the wrong item.

I have already deleted the item from Inventory, how should I respond to the case?

Thanks guys.


"Greetings from Amazon,

You are receiving this email as we have received a feedback regarding your ASIN : XXXXXXXXXX [SKU: XX-XXXX-XXXX].

Customer stated that he ordered for "Old Model of Item" however he received "new model of item".

In order to provide the best buying experience to Amazon customers, we have temporarily suspended your listing for review.

Please write back to us with the following checklist:

- Please provide us with images of the product in your inventory
- Possible reason for the discrepancy
- Checked the rest of the inventory to ensure that products meet the size/material requirements specified on the Detail page?
- Plan of Action to avoid similar instances in the future.

Awaiting for your response for the next course of action.

Thank you for selling with Amazon"

[Sunspot144]

Explain to them the label is new. Same contents. All they probably want is what's inside.

[SaiJin]

1. Get real pictures from your dropshipper and make sure it matches yur inventory and the photo you have on amazon

2. Update the packaging photo as shown on amazon

3. Write to them saying that it's the same item with newer box design or label.

Tell them that you are now updating the photos to the newer design.

[scarbony]

following post

[SaiJin]

VPtom, it's been a week... how's the progress?

[Ktm]

what's the update, OP ?

[SaiJin]

He probably took my advice and got things worked out.

[vptom]

Sorry for the update delay.

I sent them a message explaining how it's the same product, just an updated look and that it's only the contents that are important. I also took down my listing and stated that I will double check through our inventory and make sure all products shipped matches the amazon images exactly. I also apologized for the mistake and offered to send the customer the newer model (customer was already refunded at this point).

They were fine with that response and closed the case, so all went well.

[SaiJin]

Perfect, glad to hear all went well.

Just be a little more careful next time, k?

[rsot]

Great work vptom