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Critical5-14 days
Suppression: Sold as New When Not New
Amazon has determined or received reports that products sold under your "New" condition listing were actually used, refurbished, repackaged, or otherwise not factory-new. This is a serious policy violation.
How to detect this suppression
Account Health > Policy Compliance > Condition violations. You may receive buyer complaints about receiving used products, or Amazon may identify the issue through their monitoring systems.
Fix steps
- 1Audit your current FBA inventory to verify all units marked as "New" are genuinely factory-new and factory-sealed
- 2Remove any inventory from FBA that you cannot verify as genuinely new (request removal orders)
- 3Check your supplier quality control processes — ensure you are not receiving and sending on returned or refurbished units
- 4Prepare a POA explaining how the issue occurred, the corrective actions taken (inventory removal, supplier audit), and prevention measures
- 5Submit through Account Health
Appeal process
POA submission required. Amazon requires specific evidence of corrective action — inventory removal orders, supplier communication showing quality control improvements, and a clear prevention plan.
Expected resolution time: 5-14 days
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