Item Not As Described Complaint Defense
"Not as described" complaints can quickly lead to account restrictions and suspensions. Our team helps you resolve these issues by addressing root causes and demonstrating your commitment to accurate listings.
What Triggers "Not As Described" Complaints?
Understanding the common causes helps you prevent complaints and build a stronger appeal when they occur.
Image Discrepancies
Product photos don't match actual item received. This includes color variations, different packaging, or missing accessories shown in images.
Size/Dimension Issues
Measurements in listing don't match actual product. Customers often don't realize scale from photos alone.
Description Inaccuracies
Product specifications, materials, or features listed don't match reality. Even small details matter.
Packaging Differences
Product comes in different packaging than shown, missing original box, or doesn't include expected inserts.
Quantity Confusion
Listing implies multiple items but ships single unit, or quantity included differs from what's shown.
Version Variations
International versions, different model years, or regional variants that differ from US standard.
The Real Impact of NAD Complaints
These complaints affect more than just customer satisfaction—they can threaten your entire Amazon business.
Immediate Consequences
- •A-to-Z claims filed against your account
- •Negative feedback affecting seller rating
- •Increased Order Defect Rate (ODR)
- •Potential listing suppression
- •Loss of Buy Box eligibility
Long-Term Risks
- •Account suspension for policy violations
- •Permanent ban from specific product categories
- •Withheld funds during investigation
- •Damaged seller reputation
- •Loss of customer trust and repeat business
Why Quick Resolution Matters
Amazon tracks complaint patterns. A few unresolved NAD complaints can quickly escalate from individual case issues to account-level policy warnings—and eventually suspension.
Our Resolution Approach
We address NAD complaints at every level—from individual claim defense to comprehensive listing optimization.
Immediate Response
- →Review specific complaint details
- →Assess impact on account health
- →Develop claim response strategy
- →Communicate with affected customers
- →Prepare supporting documentation
Root Cause Analysis
- →Audit listing accuracy
- →Compare products to descriptions
- →Identify systematic issues
- →Review image and copy quality
- →Assess supplier consistency
Preventive Measures
- →Update listings for accuracy
- →Implement QC checkpoints
- →Create listing audit process
- →Improve product photography
- →Document all improvements
Listing Best Practices to Prevent Complaints
The best defense against NAD complaints is accurate, detailed listings that set proper customer expectations.
Product Images
- Show product from multiple angles
- Include scale reference in photos
- Display actual product, not renders
- Show what's included (and excluded)
- Use white background for main image
- Include packaging if relevant
Product Descriptions
- List exact dimensions with units
- Specify materials accurately
- Describe color as it actually appears
- Note any limitations or exclusions
- Include model/version information
- Mention country of origin
Bullet Points
- Lead with most important features
- Address common customer questions
- Clarify compatibility requirements
- State quantity included clearly
- Mention what's NOT included
- Use specific, not vague, language
Quality Control
- Verify each shipment matches listing
- Check for manufacturing variations
- Inspect packaging quality
- Document any product changes
- Update listing for new versions
- Respond to customer questions promptly
Don't Let Listing Issues Cost You Everything
Whether you're facing active complaints or want to prevent them, our team provides the legal expertise and practical guidance to protect your account and improve your listings.