What Amazon's notification says
“We received complaints that the condition of items you listed was not as described”
Customers received items whose condition did not match the listing. This is almost always a handling and storage failure, not a sourcing one.
The root cause is physical. Amazon responds to a concrete handling failure — how items were stored, packed and protected — far better than to a policy-review narrative.
Governing clause: BSA §3(c) — harm to customer experience.
| Requirement | Where it comes from |
|---|---|
| Item condition matches the listed condition | Selling Policies & Seller Code of Conductsellercentral.amazon.com/help/hub/reference/external/G1801 |
| Category condition guidelines followed | Program Policiessellercentral.amazon.com/gp/help/521 |
This is where most appeals of this type fail, including for sellers whose products are entirely genuine. Amazon publishes these requirements and rejects documentation that misses any of them.
Source: Invoice requirements for appealing a policy violation — sellercentral.amazon.com/help/hub/reference/GDQ9K277NYP6WNEW. Accepted file formats are .pdf .jpg .jpeg .pjpeg .png .gif .tiff .txt .csv. Word documents are not on that list.
A Plan of Action for this violation has to address these specifics. Vague answers here are the most common reason a well-intentioned appeal is denied.
POA Ready scores your appeal against every requirement above and names each blocker. The check is free and takes about five minutes. If you want the document, the Complete Appeal Package is generated and emailed in about 60 seconds — no intake call, no queue, no waiting on an agency for three to fourteen days.
Customers received items whose condition did not match the listing. This is almost always a handling and storage failure, not a sourcing one.
The root cause is physical. Amazon responds to a concrete handling failure — how items were stored, packed and protected — far better than to a policy-review narrative.
Abstract process language where a physical handling cause exists No change to the storage or packing method that caused it
The free readiness check takes about five minutes and gives you a score with every blocker named. If you buy the Complete Appeal Package it is generated and emailed to you in about 60 seconds. An agency typically takes three to fourteen days.
POA Ready is not affiliated with Amazon.com, Inc. This page describes Amazon's published requirements as we understand them; Amazon changes its policies without notice, and nothing here is legal advice or a guarantee of reinstatement.
