Product Condition Customer Complaint (Damaged / Defective)
This issue is caused by customer complaints who received damaged/defective products. The complaint will show up on the account health page:
When you click on PRODUCT CONDITION CUSTOMER COMPLAINTS, you will be able to see details of the issue.
Try to find out the root cause of the problem and update the template below accordingly.
DAMAGED/DEFECTIVE (3 parts)
1. We have not checked all products we received from the manufacturer. Some products arrive damaged because of the lack of proper protective shipping equipment.
2. They did not package each item properly as we shipped it to customers causing damages to its inner parts or tools during shipment to the customers.
3. Lack of proper packaging and protective shipping material caused items to arrive damaged.
4. This lack of quality control process and care led to the products arriving damaged or defective.
Preventive actions we have taken to prevent future complaints:
1. We responded to all customer complaints and issued a full refund or free replacement.
2. We audited our catalog to ensure all listings are solid in the proper condition and all of them have proper packaging.
3. We have had a warehouse-wide meeting with the warehouse division informing the packagers that there were complaints about products being damaged or defective due to potential defects caused by the shipping process while being shipped from our warehouse to the buyer.
4. We reviewed their shipping and packaging processes and reinforced our shipping policies to ensure that these issues will not happen again. We restocked protective materials such as bubble wrap, and scratch resistant papers which go over our products before shipping them to customers.
5. We as a company have reviewed all of Amazon’s policies, paying special attention to the item condition policies to ensure our policies match and exceed Amazon’s guidelines.
The steps you have taken to prevent the issue going forward
1. We have taken the extra step to order fragile stickers to put on our packages to ensure our postal carrier does not damage the products, and we have communicated this to our carrier representative as well. This will ensure the products will not be damaged during the shipment to warehouses or customers.
2. Management will routinely check and audit the shipment process to ensure all inhouse rules and Amazon rules and regulations are being followed.
3. We will check every unit we receive from the manufacturer and make sure it is not damaged or defective. We have a better quality control process with the manufacturer that will ensure any of our products are not defective. Manufacturer will check every item prior to shipping them out to us.
4. We take all responsibility for this incident and we have learned from this issue. We confirm this will never happen again in the future.
Dear Amazon Team,
We are confident that the information provided is sufficient in addressing the issue which caused the complaint and addressing our plan to correct the issue and to make sure it does not happen again. We appreciate your support to help us keep selling on Amazon. We offer a great level of shopping experience to our customers and try to do our best on Amazon. Please review our appeal and reinstate our listing.
DAMAGED/DEFECTIVE (2 parts)
1. We have not checked all products we received from the manufacturer. Some products arrive damaged because of the lack of proper protective shipping equipment. Some products have mass production defects.
2. They did not package each item properly as we shipped it to customer causing damages to its inner parts or tools during shipment to the customers.
3. Lack of proper packaging and protective shipping material caused items arrived damaged.
4. This lack of quality control process and care led to the products arriving damaged or defective.
Preventive actions we have taken to prevent future complaints:
1. We responded to all customer complaints and issued a full refund or free replacement.
2. We audited our catalog to ensure all listings are solid in the proper condition and all of them have proper packaging.
3. We have had a warehouse wide meeting with the warehouse division informing the packagers that there were complaints about products being received damaged or defective due to potential defects caused by the shipping process while being shipped from our warehouse to the buyer.
4. We reviewed their shipping and packaging processes and reinforced our shipping policies to ensure that these issues will not happen again. We restocked protective materials such as bubble wrap, and scratch resistant papers which go over our products before shipping them to customers.
5. We as a company have reviewed all of Amazon’s policies, paying special attention to the item condition policies to ensure our policies match and exceed Amazon’s guidelines.
6. We have taken the extra step to order fragile stickers to put on our packages to ensure our postal carrier does not damage the products, and we have communicated this to our carrier representative as well. This will ensure the products will not be damaged during the shipment to warehouses or customers.
7. Management will routinely check and audit the shipment process to ensure all inhouse rules and Amazon rules and regulations are being followed.
8. We will check every unit we receive from the manufacturer and make sure it is not damaged or defective. We have a better quality control process with the manufacturer that will ensure any of our products are not defective. Manufacturer will check every item prior to shipping them out to us.
9. We take all responsibility of this incident and we have learned from this issue. We confirm this will never happen again in the future.
Dear Amazon Team,
We are confident that the information provided is sufficient in addressing the issue which caused the complaint and addressing our plan to correct the issue and to make sure it does not happen again. We appreciate your support to help us keep selling on Amazon. We offer a great level of shopping experience to our customers and try to do our best on Amazon. Please review our appeal and reinstate our listing.