Used sold as new complaints usually come from returned units being resold as new, weak packaging, or unreliable suppliers. To appeal, trace the affected orders to their cause, fix it, and show Amazon the checks you now use so it doesn't happen again.
What triggers a used sold as new complaint?
Amazon looks at what customers report through returns, reviews, feedback and contacts. A complaint is logged when a buyer says an item listed as new arrived:
- Opened, with broken seals or signs of use.
- Damaged, scuffed or missing parts or accessories.
- In packaging that looks reused or repackaged.
What usually causes it?
- Returns going back into sellable stock. A customer returns an opened item, it gets resold, and the next customer complains.
- Packaging that doesn't survive shipping, or that has no seal, so a new item looks opened.
- Sourcing problems, such as liquidation, overstock or refurbished stock sold as new.
- Prep errors, like missing poly bags or loose parts that shift in transit.
How do you investigate it?
- Pull the order IDs from the notice and from Voice of the Customer.
- Check whether those units were previously returned, using your returns reports.
- Match the orders to inventory batches and suppliers to see if one source is the problem.
- Inspect the stock you still have, especially at FBA. If needed, have a sample removed and checked.
What should the appeal say?
Like any plan of action, it needs a specific root cause, the corrective actions you've already taken, and the preventive measures going forward. Good preventive measures for this violation include:
- Inspecting returned units yourself instead of letting them go straight back into new stock.
- Tamper-evident seals or sturdier packaging.
- Buying only from suppliers who provide proper invoices for new goods.
- A regular check of customer complaints so problems are caught early.
Attach supplier invoices showing you bought new inventory. Our POA template shows how to lay it out.
Seeing condition complaints pile up? It's much easier to fix before Amazon removes the listing. Send us your Voice of the Customer screenshot and we'll take a look.
This guide is general information. Amazon's condition guidelines and enforcement can change.