In an effort to help our sellers better manage their accounts, we will periodically publish pro tips for not getting into trouble with Seller Performance and Product Quality.
As a reminder, Seller Performance is a team that manages your performance, primarily as an MFN seller – late shipment rate, order defect rate, cancellation rate, and so on. Product Quality uses the same tools as Seller Performance, but has a very different mandate – they are focused on expired items, used items sold as new (material condition difference), inauthentic or counterfeit items, and anything sold with a description that doesn’t match the product.
Tip 1: Never match by UPC alone. Amazon doesn’t police these, and so there’s a lot of bad data here.
Tip 2: Never assume the Product Quality investigator you’re working with understands the difference between FBA and MFN, and how you don’t have any control over your returns. They will still hold you responsible if a customer gets a product they think is used, when it was in actuality just a return that was placed back into sellable inventory.
Tip 3: Don’t do favors for other people, ever. No shared emails, or bank accounts, or shared computers. Too many times, people access their accounts from shared locations, or from locations where other accounts are managed, and when that account gets into trouble, if there is enough overlap, your account is in trouble too.
Tip 4: Always be polite to your customer, no matter what they’re accusing you of. Or whether you think they’re a dirty rotten competitor… your customer service is absolutely looked at in account investigations.
Tip 5: Don’t create new detail pages just because you can’t find a matching ASIN. Make sure you check by UPC, title, and variations of the title before making your own listing. While this is less commonly enforced in our experience with our clients, it is enforced if you have established a pattern of not using existing product detail pages for your listings.
There’s enough you can’t control about your Amazon account – control what you can!