Received Policy Warning for a 6-month-old order?

[nhocgreen]

Hi, yesterday I received a Policy Warning from Amazon saying that a buyer claimed my item was not as advertised.

The thing is that this order was placed on May 03, 2015.

On May 24, 2015, the buyer sent me a message asking for refund because the item he received wasn't as advertised. He also opened a returned request (Reason: Item was not as description).

Although I suspected this was a competitor trying to take me down, I still have issued the full refund for this buyer.

The next day, Amazon sent me a Reminder, saying that I should review my listing and make any necessary changes to comply with Amazon Guideline. It also said at that time there would be no action to remove my offer nor I have to contact Amazon about this.

I thought I was alright then.

But more than 6 months later, Nov 08, 2015, Amazon sent me a Policy Warning and removed my listing. They also asked for my receipt/invoice within 180 days.

The problems are:
- The product is listed under a self-created brand name of a seller who has been suspended.
- The last sale was on May 03, 2015. It has been more than 180 days, why did Amazon expect me to send them invoice/receipt within 180 days?
- I haven't received any sales or complaint from any buyer for the past 6 months. Why Amazon sent me Policy Warning now?

Any idea on how should I contact Amazon about this? It's my second Policy Warning, I don't want to screw up this account...

[Taking The Micky]

How do you know this was the same complaint as six months ago. I would suspect amazon have had another complaint from a different customer, seen they had already warned previously and removed your listing.

[GhostOfAmazon]

Originally Posted by Taking The Micky

How do you know this was the same complaint as six months ago. I would suspect amazon have had another complaint from a different customer, seen they had already warned previously and removed your listing.

Do you read?

They didn't remove his listing, and he hasn't sold that item in over 6 months.

READ THE POSTS before you reply. Otherwise, you look like a fool.

[GhostOfAmazon]

Is this a product detail page you created, or was it just an already existing ASIN you listed under?

Your last sale for this item was the time you had a complaint, correct? If so, I would contact Amazon and inform them of this. Tell them you reviewed your listing and found that everything was accurate, but that in the interest of customer service, you will refrain from relisting that product.

[user3657]

You can have the item in your inventory with 0 for sale. Amazon can decide for whatever reason and issue warnings even if you have never sold any but have the item listed in your inventory.

There might be a bigger issue if the original seller got suspended.... If the item could be considered problematic always delete the asin from inactive inventory.

[Taking The Micky]

Yes missed that, thank you for pointing that out Stevie.

However he may had complaints from other buyers that he is not aware of, or a new seller selling the same item and the description is wrong.

Something has triggered this and I would say within the last 7 days as amazon to my knowledge would not issue a warning from an issue 6 months ago.

His best bet is contact amazon and say he does not sell this product anymore.

[nhocgreen]

Originally Posted by GhostOfAmazon

Is this a product detail page you created, or was it just an already existing ASIN you listed under?

No, it's a product page of another seller. He got suspended long ago. I have the items that match exactly as the detail page. I don't know why the customer complained because I have checked the package carefully before sending it out.

Originally Posted by GhostOfAmazon

Your last sale for this item was the time you had a complaint, correct? If so, I would contact Amazon and inform them of this. Tell them you reviewed your listing and found that everything was accurate, but that in the interest of customer service, you will refrain from relisting that product.

Yes, the only sale of this item was on May 03, 2015. I have never had any sales of this ASIN since then.

You can have the item in your inventory with 0 for sale. Amazon can decide for whatever reason and issue warnings even if you have never sold any but have the item listed in your inventory.

There might be a bigger issue if the original seller got suspended.... If the item could be considered problematic always delete the asin from inactive inventory.

I know that. But the thing is Amazon said there was a buyer's complaint. And the only complaint I received was from an order placed 6 months ago, and Amazon did contact me about it before, they also said "there would be no action to remove my offer nor I have to contact Amazon about this."

I don't see any reason why Amazon sent me a Policy Warning about this now.

This leads to a question: CAN YOU COMPLAIN EVEN IF YOU DON'T ORDER? If yes, that would be a whole new level for dirty competitor trying to take others down

[nhocgreen]

Originally Posted by Taking The Micky

Yes missed that, thank you for pointing that out Stevie.

However he may had complaints from other buyers that he is not aware of, or a new seller selling the same item and the description is wrong.

Something has triggered this and I would say within the last 7 days as amazon to my knowledge would not issue a warning from an issue 6 months ago.

His best bet is contact amazon and say he does not sell this product anymore.

I've checked my order history, the only sale I had was on May 03, 2015, which was from the buyer that complained about my product...

Just fckin' weird action of Amazon

[GhostOfAmazon]

Originally Posted by nhocgreen

I've checked my order history, the only sale I had was on May 03, 2015, which was from the buyer that complained about my product...

Just fckin' weird action of Amazon

I would DEFINITELY respond...that's the only way to figure out this mess.

I can say from experience that Seller Performance DOES make mistakes. Sometimes, one SP makes a decision, and then another later says something in contradiction. Everytime I've pointed it out though, they honor the first decision.

[nhocgreen]

Originally Posted by GhostOfAmazon

I would DEFINITELY respond...that's the only way to figure out this mess.

I can say from experience that Seller Performance DOES make mistakes. Sometimes, one SP makes a decision, and then another later says something in contradiction. Everytime I've pointed it out though, they honor the first decision.

I sent an email to Amazon 2 days ago and today they email back asking me for action plan

[GhostOfAmazon]

Originally Posted by nhocgreen

I sent an email to Amazon 2 days ago and today they email back asking me for action plan

Do you need help with what to write?

[nhocgreen]

Originally Posted by GhostOfAmazon

Do you need help with what to write?

Thanks for the help. I wrote back to Amazon the same day and today I received this email:

Hello,

Thank you for responding to our request for information. After reviewing the information that you have provided, we have determined that you may offer these items on our site:

....

We appreciate your patience with our review process and thank you for selling on Amazon.

Sincerely,

Seller Performance Team
Amazon.com
https://www.amazon.com

Does this mean my Policy warning has been removed ?

I don't care whether I am allowed to offer that ASIN, I just don't want the Policy Warning because I heard 4 warning would cause suspension

[GhostOfAmazon]

Originally Posted by nhocgreen

Thanks for the help. I wrote back to Amazon the same day and today I received this email:



Does this mean my Policy warning has been removed ?

I don't care whether I am allowed to offer that ASIN, I just don't want the Policy Warning because I heard 4 warning would cause suspension

If they are allowing you to sell the items, then essentially you have been forgiven.

If you want to make sure, draft an email back requesting your previous policy warning be notated, as Amazon realized it made a mistake.

[nhocgreen]

Originally Posted by GhostOfAmazon

If they are allowing you to sell the items, then essentially you have been forgiven.

If you want to make sure, draft an email back requesting your previous policy warning be notated, as Amazon realized it made a mistake.

I emailed them asking for notating my warning 2 days ago, however today they emailed me back with this:

Hello,

We appreciate your efforts to comply with our selling policies. We have updated your account with the information that you provided.

Sincerely,

Seller Performance Team
Amazon.com

Does it mean the policy warning has been notated? So confused with the way they work 😖

[GhostOfAmazon]

Originally Posted by nhocgreen

I emailed them asking for notating my warning 2 days ago, however today they emailed me back with this:



Does it mean the policy warning has been notated? So confused with the way they work 😖

It's written in plain English.

They appreciate your efforts to comply with their rules. They put notes in your account stating as much. Very simple...

[rsot]

@nhocgreen, looks like you are "green" to go ahead with sales

[Maliquest]

Thats good news. Nice to know that not everything is automated and they actually reviewed it

[wooha]

Originally Posted by nhocgreen

...I just don't want the Policy Warning because I heard 4 warning would cause suspension ...

Can anyone else confirm on this? If so, I should be emailing SP back and notating after any and all resolved issues related to their notices.

[newjerseymax]

Don't get too many people involved and remove this product and never sell it again...

You got a chance don't botch it!

[GhostOfAmazon]

Originally Posted by wooha

Can anyone else confirm on this? If so, I should be emailing SP back and notating after any and all resolved issues related to their notices.

Not ANY 4 Policy Warnings. 4 COUNTERFEIT Policy warnings...

[nhocgreen]

Originally Posted by GhostOfAmazon

Not ANY 4 Policy Warnings. 4 COUNTERFEIT Policy warnings...

My friend's account has been suspended and this is Amazon's email:

Hello,

We have removed your Amazon selling privileges because of buyer or rights owner complaints we received. Please see below for some examples of the listings we have received complaints about:

Complaint Type: Rights Owner Notice of Infringement
ASIN: B010SF9xxx B01569Rxxx

Complaint Type: Not as Advertised
ASIN: B00RGO4xxx B00RGO4xxx

Complaint Type: Incomplete Items
ASIN: B00S4P4xxx

To maintain a trusted marketplace for buyers and sellers, we take immediate action when we identify buyer or rights owner complaints regarding the condition and authenticity of products. You can view previous emails about complaints in the Performance Notifications section of Seller Central

The last two Complaints are 6 months or older so I guess when making decision, Amazon does count all the policy from the beginning (or at least within 1 year?) right?

[GhostOfAmazon]

Originally Posted by nhocgreen

My friend's account has been suspended and this is Amazon's email:



The last two Complaints are 6 months or older so I guess when making decision, Amazon does count all the policy from the beginning (or at least within 1 year?) right?

Almost every decision Seller Performance makes is a case-by-case basis.

You want a simple answer? Don't screw up.