Need Help

[auga]

I received the following yesterday:

Hello,

We received buyer complaints about the condition of an item they received from you, which is listed at the end of this email. Your listings are still active.
We would like you to resolve these concerns in order to avoid additional complaints. Failure to resolve these concerns may result in the removal of your Amazon listings.
Please review your listings and make sure that:
The items exactly match the product description on the detail page.
The items are listed according to our Condition Guidelines.

I have checked my orders and non of them have valid grounds, both were FBA returns that they picked "Product is not as described on website"
But 100% they received the correct new items and just wanted free item/returns. Both of the items were never actually returned but a refund was given by the seller support, the customer probably contacted amazon. Both items are authentic and new one was bought wholesale the other form Walmart.

My question what should I do, do I reply to this and fight back or leave it like this? Please provide some experienced help

Thanks

[garry9061]

You need to address it, never leave any sort of communication from Amazon untouched.

I would recommend explaining you've done a full investigation into this and that you have gone over the T&C's etc and customer satisfaction is your No.1 priority and so on...

[auga]

Read on AZ seller forums that this is probably a bot and most of the sellers who replied to this message made the situation worse as when they replied a POA was requested by the PQ team which means I will have to admit things that are not true as this is what amazon wants to hear this is just a sick game...

[SaiJin]

amazon does create a sick game.

That's how they are.

But yea, you definitely need to address the issue, because if you get too many returns, your account will be suspended.

[auga]

Should I report the buyers or that will have no effect at all?

[SaiJin]

If you kept getting issues, the issue is well ... you.

You can report the buyer all you want, but you need to figure out what is causing all the complaints, otherwise you won't last.

[auga]

Originally Posted by SaiJin

If you kept getting issues, the issue is well ... you.

You can report the buyer all you want, but you need to figure out what is causing all the complaints, otherwise you won't last.

I know what is causing at least some of the problems - competitors, I had a guy complain about a used item 2 weeks ago and I myself shipped the item which was brand new purchased wholesale, shipping was purchased through amazon. Seems this is the most efficient way to take down a seller...
I do not see what else more I can do to protect myself I buy wholesale, I ship on time with amazon shipping, I play by amazon rules and still troubles...