Ask HN: Amazon delisted me – what do I do?

I have to be honest with you OP. This is a case of you not understanding how the platform works, while Amazon is unclear in their policies. If you give them what they need, they will collaborate with you most of the time.

Here's what I believe happened based on what you provided.

Your product listing, you must have created using manufacturer's barcode. You can check your seller central Settings -> Fulfillment By Amazon http://prntscr.com/n6j53l

If you had this at manufacturer barcode, or created the listing with manufacturer barcode. Then your products are commingled with the other sellers.

From what I saw in the image, it looks like the other seller Adorama sent in a product that looked used to the buyer. Then buyer complained. Now you are on the hook since the products are commingled.

If this is indeed the case you will need to write a Plan of action that addresses what Amazon is asking.

Point them to your manufacturer's website (https://www.getfractals.com)

Root cause - inventory commmingling

Action Taken - removed all inventory to verify no issues

Prevention - no more commingling

Sourcing: I source directly from manufacturer, I am the brand owner and manufacturer. point to the your website, and LINK the verifiable information back to you (same address, same storefront name, same personal nam etc), this is to prove you are sourcing from legitimate source.

Listing: You have double checked listing to make sure product matches

Packaging & Shipping: address this if necessary

Buyer communication: I've reached out to buyer, and found out this product is from a commingled seller.

Also you will need to draft a invoice to yourself (your manufacturer identity to your own seller identity) in order to give the document amazon needs to pass this.

If you draft the correct POA plan, Amazon will accept it. Also make sure you never use commingling if you create your own products!

BTW - same deal with IG, there's a process to reinstatement. Now to think about it - there's actually a skill involved with talking to BigCos, understanding how support teams are structured (and who has power/discretion), and getting resolutions in your favor. A lot of these issues come from overarching policies followed up by corner cases, so you need to present yours well basically.

What? I've never once had a problem with an Amazon return. You click "return this item", choose the return method (their newer "Locker" thing around the corner is pretty convenient) and that's all that needs to happen.

I mean... there's lots to complain about with Amazon, as there is for any big company. But customer service just isn't one of them as I see it.

What has your experience been that you think Amazon "doesn't deal with" returns?

as an example, in the past year, i have had to return/replace greater than 50% of the books i received from them since the books have ranged from being damaged, torn, or just plain dirty. it may be less than 50%, but there have definitely been windows of time where it's greater than that. this is a MASSIVE inconvenience because although all i have to do to initiate the return is click a button, i also have to handle repacking the books and then physical driving or walking them to a dropoff point, all of which takes an hour round trip. i have contacted amazon multiple times, and i am not even able to get the point across. they see that i returned or exchanged the book, so the problem is solved from their end. when i explain that this wastes so much of my time and effectively negates the amazon prime benefit of one or two day shipping (since once the book ships, arrives, i see it's damaged, initiate return process, wait on new shipping which defaults to two days even for books that shipped in one day in the first place takes about a week), they offer a $5 amazon gift card. there was no escalation process whatsoever or even concern.

just this week, i have had to return two books back to them because both books basically arrived used, with dirty and damaged covers and stained pages. the box is in my car ready to be dropped of at ups. it's to the point that i am beginning to have no reason to shop on amazon for books anymore, and i am even considering canceling prime. i have noticed a marked dropped in quality of the books and packing, and i am also just tired of their terrible website. they were the originator of the online book sales, yet their website remains absolutely horrid for books, especially when it comes to multiple editions, releases, paperback vs hardback, etc.

earlier this week, i came across a product listing that had reviews that were clearly for another product. there is no button to report such instances of reviews. try contacting amazon and see if anything even remotely helpful is done. and that's a case of you trying to help them.

amazon, apple, and google are perfect examples of what you get at "scale": companies that treat customers as replaceable resources that should have interactions minimized. the less these companies have to deal with customers and users, the better, from their perspective.