How to Define the Root Cause of “Used Sold As New” or “Defective” violations on Amazon

While writing the POA for Amazon, one of the most important things is to define the root cause of an issue that occurred in your account. The root cause is the problem that Amazon wants you to address. The importance of the correct root cause is hard to overestimate. Even if you had the best PoA but failed to define the root cause, your appeal will be rejected by the Seller Support team. Today, we will tell you how to define the root cause if you received a Used sold as new or Defective violation.

1. Check the Voice of the customer. It really is the main source for you to understand what has happened with your ASIN and what complaints you received from customers. When you go to the Voice of customers, you can see the summary of all customer complaints.
2. The next step is to look into the Feedbacks section to define the reason for these complaints.
3.  After, do an analysis and define what you did wrong that led to customer complaints.

Using these easy steps, you can define the issue fully and write an excellent appeal to reactivate your precious listing. 

Here is an example of the root cause we created using this method:

• We received several customers’ complaints that the product came to them damaged or had a broken internal seal. Our manufacturers’ new internal seal material was not suitable for our item, so it was damaged or got unsealed during shipping.
• We received several customers` complaints about the inaccuracy of our website description. We failed to list the full ingredient list in our product description because we were sure that it was enough to have a photo of it on the detail page.

We hope this will help you!