Hello @Seller_u0s2I0OsIZCql,

Thanks for using the Forums to get in touch with us. I also appreciate you provided the ASIN and Performance Notification. This information allows me to collaborate with our internal team to thoroughly investigate your specific situation.

Dealing with "Product Condition Complaint - Defective" from a buyer can be difficult knowing exactly how to resolve them. I can see how this would be frustrating for you. I am going to try and offer some relevant information.

Seller_u0s2I0OsIZCql

We already changed the bullet point and Enhanced A+ Content and also uploaded the video about how to use our product.

But why does Amazon always reply to the same email?

We have no idea how to resolve this issue.

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When you receive a Buyer Complaint on an ASIN, the first thing I would recommend is to identify the original complaint. This is usually pretty easy to find in Voice of the Customer. Did you find the original complaint? Any voice of the customer complaint for this ASIN before the violation happened.

• Tried using remotes but wouldn't work with my system. 12/16/24
• incorrect item 12/14/24
• The controller does not work and has stick drift right out of the box, came defective. 12/10/24
• Wasn't working - 12/12/24

You may also look into any B/S messages to confirm you are correctly addressing the true issue from the Buyer.

Did your appeal address these concerns effectively? I see you are focused on " Misleading Listing Information Details on the Product Details Page". Question, would updating the detail page resolve the issues above?

Maybe review the voice of the customer again and think about what would truly be affective against the above customer complaints.

In the appeal: Select the primary root cause that led to defective product condition complaints: - This needs to match the voice of the customer complaints.

Select the primary reason for misleading listing details on product detail page leading to defective product condition complaints: This need to resolve the Root Cause.

Please review: Prevent product condition complaints and Preventing defective product issues

These are some questions that may help you:

Identify Root Cause - What aspects of your sourcing, listing, or fulfillment processes could have led to customers receiving a product that is Defective: “does not function as expected?” - Review the Voice of the Customer and make sure to address the complaint saying the Product did not work.

• How do you currently make sure the products you ship work as intended?
• How do you currently make sure your supplier(s) provide quality, working products?
• Based on the detail page and the product you shipped, how could a Customer be led to believe this product is defective?

Corrective Next Steps: This should correct whatever the root cause was in the first place.

• What steps will your business take to verify the quality of your products before listing them for sale on Amazon?
• What steps will your business take to ensure you only source from reliable suppliers?
• What steps will your business take to ensure your product listings accurately represent the product and product features?

I hope this will give you some additional information about how to best appeal a Defective Customer Complaint.

I am interested in the successful appeal for this ASIN. I look forward to your response. Thank you for reaching out on the Forums.

April