Used Sold As New Suspension Appeals
"Used Sold as New" complaints are one of the most common reasons for Amazon suspensions. Even with genuine new products, packaging issues or customer misunderstandings can trigger this serious violation. We help you appeal and prevent future issues.
What Triggers "Used Sold As New" Complaints
Customers file these complaints for various reasons—not all of which mean you actually sold used items. Understanding the triggers helps build your defense.
Packaging Damage
Box is dented, torn, or shows shipping damage. Customers assume damaged packaging means used product.
Open Box Appearance
Seals are broken, shrink wrap is loose, or product appears previously opened.
Missing Components
Missing accessories, manuals, warranty cards, or other expected items.
Signs of Handling
Fingerprints, smudges, scratches, or dust that suggest previous handling.
Different Version
Product is older model, international version, or different than customer expected.
Actual Used Items
Product genuinely was used or refurbished but listed as new.
The Reality of These Complaints
Most "Used Sold as New" complaints don't involve actually used products. Here's what we typically see in these cases.
Common Realities
- •Products are genuinely new but packaging shows shipping wear
- •Customer expectations based on retail packaging experience
- •Competitive sabotage from other sellers
- •Misunderstanding about product variations
- •FBA commingled inventory mixing genuine and problem items
- •Returned items restocked and resold without inspection
FBA Commingled Inventory Risk
If you use FBA with commingled inventory, your customers might receive products from other sellers' stock—including lower-quality or counterfeit items. You get the complaint even though you never sent that item.
Why Amazon Takes This Seriously
Amazon prioritizes customer trust above all else. Even unfounded complaints trigger investigation because:
Customer Protection
Customers paying for "new" expect new. Any perception of deception damages Amazon's reputation.
Pattern Detection
Multiple complaints suggest systematic issues, triggering account-level action.
Liability Concerns
Used products may pose safety risks if they were previously recalled or damaged.
Our Defense Approach
We build comprehensive appeals that address the specific complaint while demonstrating your commitment to selling only new products.
Complaint Analysis
We review the specific complaint, order details, and product information to understand exactly what triggered the issue.
Supply Chain Review
We examine your sourcing, storage, and handling to identify potential causes and document your processes.
Documentation Preparation
We compile invoices, supplier information, and quality control records that prove product authenticity.
Appeal Development
We craft a detailed POA addressing root causes, corrective actions, and preventive measures.
Key Evidence We Compile
- Supplier invoices showing new product purchases
- Photos of products and packaging
- Quality control inspection records
- Storage and handling procedures
- Returns processing documentation
- Supplier authorization letters
- Product authenticity certificates
- Chain of custody documentation
Preventing Future Complaints
Once reinstated, implementing these practices helps prevent repeat issues.
Sourcing & Storage
- Source only from authorized distributors
- Maintain complete chain of custody
- Store products in climate-controlled environment
- Use proper shelving to prevent damage
- Rotate inventory (first in, first out)
- Keep original packaging intact
Quality Control
- Inspect every item before shipping
- Check packaging integrity
- Verify all components are included
- Document inspection with photos
- Use protective shipping materials
- Create inspection checklists by product
Returns Handling
- Thoroughly inspect all returns
- Never relist returned items as new without verification
- Document return condition
- Have clear restocking criteria
- Consider liquidating questionable returns
- Track return patterns by product
FBA Best Practices
- Use manufacturer barcodes, not commingled
- Apply FNSKU labels to all products
- Request removal of returned inventory for inspection
- Monitor FBA customer feedback closely
- Regularly audit your FBA inventory
- Consider FBM for high-risk items
Don't Let Condition Complaints End Your Business
"Used Sold as New" suspensions are serious but recoverable. Our legal team knows exactly what Amazon needs to see and how to present your case for the best chance of reinstatement.