Condition complaints appeal: used sold as new, defective, expired, wrong item

Get your Amazon seller account or listings reinstated after condition complaints: used sold as new, defective item, expired products, wrong item shipped, different item, or duplicate ASIN. We handle quality control evidence, FBA warehouse records, refund/return documentation, and preventive controls. Evidence mapping and reinstatement across US, EU, UK, and global Amazon marketplaces. 5,200+ cases since 2016.

What is an Amazon condition suspension?

A condition suspension occurs when Amazon removes listings or suspends your account due to customer complaints about product condition: used items sold as new, defective or damaged items, expired products, wrong item shipped, or products that don't match the listing. Amazon enforces strict standards for product quality and accurate representation. High complaint rates or specific incidents can trigger listing removal or account suspension.

Why Amazon suspends for condition: policy logic and triggers

Amazon suspends sellers when products don't meet the condition advertised or when quality control appears insufficient. Common triggers include:

• Used sold as new: Customers receive items that appear used, repackaged, or not in new condition despite "New" listing
• Defective item: Products that arrive damaged, broken, or not working as described
• Expired products: Food, supplements, or cosmetics past expiration date shipped to customers
• Wrong item / different item: Products shipped don't match what was ordered or listed
• Duplicate ASIN: Creating or using duplicate ASINs in violation of catalog policies
• High defect rate: Elevated rates of returns, refunds, or negative feedback tied to condition

Cost of delay: revenue, inventory, and funds at risk

Every day your listings are removed or your account is suspended, you lose sales, Buy Box share, and cash flow. FBA inventory may be stranded. Amazon may hold funds. Competitors take your share. Wrong appeals or incomplete evidence can worsen your case log. See what to do in the first 24 hours after suspension.

Evidence typically needed for condition reinstatement

Amazon evaluates whether you can prove root cause and demonstrate preventive controls. Typical documents include:

• FBA removal and warehouse records: FC removal reports, inbound logs, inventory movement records
• Quality control logs: QC processes, inspection records, photos of received vs shipped condition
• Refund and return records: Return reason codes, refund history, customer communication
• Supplier QC documentation: Supplier quality agreements, inspection reports, COAs
• Expiration tracking: FEFO/FIFO processes, expiration date logs, removal of expired inventory
• Packing and shipping process: How you ensure correct item, condition, and packaging
• Corrective actions: Changes made to prevent recurrence (new processes, training, supplier changes)

Common mistakes in condition appeals

Many sellers delay or lose reinstatement by:

• Blaming FBA or customers: Without evidence, blaming Amazon's warehouse or "difficult" customers usually backfires
• Generic preventive controls: Vague SOPs that don't address the specific failure (e.g., expiration tracking for expired-product complaints)
• Missing root cause: Not identifying why the defect occurred (supplier, packaging, fulfillment, etc.)
• Contradicting prior submissions: New appeals that conflict with earlier case log entries
• Incomplete records: No FBA records, no QC logs, or no supplier documentation

We derive root cause from policy and timeline, then build evidence-backed responses with specific preventive controls.

How we help: condition reinstatement process

Case History Control, evidence mapping, and submission discipline. We review your Performance Notification and case log, identify the exact condition failure, and design a compliance response that ties every claim to verifiable artifacts. We map FBA records, QC processes, supplier docs, and corrective actions. We run the full appeal loop until reinstatement or we tell you there's no viable path. If we can't help, we say so before you spend a dollar.

Related suspension types

Condition often overlaps with regulatory (expired products, compliance) or listing compliance (duplicate ASIN). For IP, account health, or operations, see our dedicated pages.

Common questions

Is reinstatement guaranteed?+

No. Amazon decides outcomes. What we guarantee is full ownership, evidence mapping, disciplined submissions, and execution through follow-ups and escalation paths.

Can you help if I already got rejected?+

Yes. Many cases start after rejection. We stabilize your case log first, then build the next appeal.