Writing a Winning Plan of Action to Amazon for a Used Sold as New Suspension
Learn how to write your own plan of action if you lose a listing or your account from a used sold as new suspension on Amazon.
Number one, root cause.
Your deep dive investigation as to why a consumer perceived your product as being used or made the complaint. Across the board, used sold as new suspensions, listings, and accounts are because of packaging issues. Either the packages arrived damaged or someone else received the product, opened it up, closed it back up, shipped it back to Amazon as a return. But it’s almost always packaging and you certainly want to talk about packaging in your deep dive investigation in section one of your plan of action.
Section two, refund the consumer.
Offer the consumer to keep the product, and consider sending them another free one. The goal is to make Amazon happy that you took steps to make their consumer happy.
Section three, packaging improvements.
Your product arrives at the consumer’s doorstep undamaged and looks and feels brand new. You may want to consider advancing your packaging so that returns, when they get back to Amazon, are so obvious that they can’t put it back into inventory. You want to try and prevent returns from going back out to consumers and you no longer have the power to pull returns out of your inventory. Amazon changed this about 18 months ago, I think it was a terrible mistake. But packaging, packaging, packaging. Try and build something in so that your inventory that gets returned from consumers never gets sent back out to consumers.
If you’re using UPS, consider FedEx ground, if you’re using FedEx, consider UPS. If both FedEx and UPS keep damaging your products, consider United States Postal Service. You need to make sure that you develop a rapport with whoever your shipping company is. Go to your local office, get to know the people. So at least at that first step, your products are being protected, at least at that first step… Absolutely vital for Amazon sellers to develop relationships to try and protect your product, so when the consumer gets it, it doesn’t appear to be used or damaged.