Buyer received a used, damaged, or repackaged item listed as new. This guide explains exactly what Amazon expects in your appeal — and how to generate a compliant Plan of Action in 30 seconds.
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Amazon's suspension notice for used item sold as new issues typically contains one or more of these phrases:
The Root Cause section is where most appeals fail. Amazon does not want excuses — they want you to identify the specific internal process that broke down.
Focus your root cause on:
Identify whether the issue was FBA mishandling, prep failure, pre-opened supplier stock, or a customer return incorrectly re-entered as new.
These must be written in past tense — actions you have already completed, not promises.
Remove affected inventory from FBA or merchant-fulfilled stock
Inspect remaining inventory and remove any non-verifiable units
For FBA: file an Amazon claim if they introduced the defect
These are the ongoing processes that demonstrate you will not reoffend. They must be specific and measurable — not vague promises.
Inbound inspection protocol: inspect every unit before FBA shipment
Returns policy: never re-list returned items as new without inspection
Supplier inspection: reject any non-factory-sealed shipments
Blaming the customer
Not distinguishing FBA returns from supplier issues
POA Defender knows exactly what Amazon needs for a used item sold as new appeal. Answer 5 questions and get a complete, professional POA in 30 seconds.
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Inauthentic / Counterfeit Item
Amazon received a complaint that items were not genuine.
Intellectual Property Violation
A brand owner filed a trademark, copyright, or patent complaint.
Review Manipulation
Amazon detected incentivised reviews, fake reviews, or manipulation of the review system.
Order Defect Rate (ODR) Too High
ODR exceeded Amazon's 1% threshold.