Amazon Used Like New: Used Sold As New Complaint

As an Amazon seller, you may have received an Amazon used sold like New complaint. It is also known as the “used sold as new” complaint. This compliance issue arises when a product is sold to a customer that is not new, but should have been. A product has to be in new condition if that’s what it says on the product detail page. If a seller, like yourself, fails to comply with Amazon’s “preventing product condition issues” and “condition guidelines” policies, it can impact your Amazon seller account. 

A customer has the right to consider a product used if there are visible signs of wear, filth, a stench, or has a type of imperfection that suggests previous usage. They may also claim a product was used if the packaging is open or somehow damaged. If it is not in the original packaging. Or if the product seal is broken or absent. 

Ensure that you select the appropriate condition of the item you are listing for sale on Amazon. It will be beneficial to your online business to accurately and explicitly describe the products you are selling. That includes the description of the packaging on the product detail pages. Conduct an audit of the quality of the goods you are selling in order to maintain quality control. Make sure your products are in proper working order and are aligned with the product detail pages descriptions. If you have employees, train them accordingly on compliance so that they can avoid potential problems with new products and returns. Identify any product defects. Choose the right packaging and shipping for the items you have listed. That way, the packages have the necessary protection and design to be handled without sustaining damage. 

Condition Guidelines, Selling on Amazon

Storage of your products is also highly important. Your items should be free of dirt, kept in a dry place, and within an environment with a safe temperature to maintain the integrity of the products. If you have a product with a broken seal, do not integrate that item back into the inventory for sale. The most effective way to avoid an issue with returned products is to label them as returned and store them in a different area than your new items. Amazon only permits the reselling of goods that were returned as new if they don’t have any apparent markings of use and meet the new condition product guidelines. These condition guidelines are located on Seller Central – search for “Condition guidelines” and closely review the material. 

If your account receives a number of “used sold as new” condition complaints, it will affect your ability to maintain your Account Health. To reiterate, the customer should only be sent products in the condition that matches what it says on the product detail page. 

Fulfillment by Amazon (FBA) and Used Like New Complaints

Perhaps you do not handle your orders personally and use Fulfillment by Amazon (FBA). That could explain why you have received the Amazon used like new complaint. Thankfully, if you rely on FBA to sell your inventory, you will not be held responsible for issues that arise from damaged packaging. The Amazon employees at the FBA center receive the returned items, and they often then determine that a damaged package qualifies as a resellable product. When that damaged product is sold to another customer, additional “used sold as new” condition complaints are submitted. If this has been your experience as an Amazon seller using FBA, choose not to use the FBA repackaging service. That way, any returned products will not be sold to any other customer. 

It may seem like the condition of a given package can be interpreted. However, that is not the case with new products. If the packaging is damaged, the product cannot be listed in new condition or sold as new on Amazon. Conversely, Amazon does define used products according to a range of conditions. There is Used Like New, Used Very Good, Used Good, and Used Acceptable. Visit the Amazon Warehouse Product Conditions page for more details on used conditions. 

How to Protect Your Amazon Business from Used Like New Complaints

If your Amazon seller account has experienced a suspension, multiple allegations, and/or listing loses due to used like new complaints, you may want to consider taking the following steps to protect your business. 

• Avoid having your goods stored alongside the products of other sellers (commingled inventory). Packaging conditions can be negatively affected. 
• Obtain proof in the form of invoices or receipts. Use them to show that your products were brand new when you bought them from your source. Note*: You are prohibited from buying products on Amazon and then reselling on the platform. 
• If you are fulfilling your own orders, store your products properly to keep them in the best possible condition. 
• If using FBA, avoid having your returns re-integrated with inventory by choosing not to use the repackaging service.

Amazon’s definition of “new” is ever evolving due to frequent policy changes and/or updates. Keep yourself informed of these changes and/or updates so that you can remain in full compliance and not have your account suspended. 

If your Amazon seller account was suspended due to used sold as new complaints and you are unable to resolve the issue, contact us! During our free consultation, the team at Stockman & Poropat, PLLC will engage you in an in-depth discussion to fully comprehend the particular details of your situation. From there, we can work together to formulate the most effective strategy to achieve resolution! 

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