Strategy
A written plan built for your notice and your case history, not a template.
Condition Complaints
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Used Sold as New
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Since 2016
Amazon flagged your items as used sold as new We build the supply-chain evidence and run the appeal end to end.
Founder-led since 2016. You see the strategy and the fees before you pay anything.
Answer the questionnaire and a real person reads it. You get our read on the case, what we would argue, and the fee, before you pay anything.
ASA Compliance Group handles Amazon enforcement end to end: account and listing reinstatement, regulatory and legal support, run by the same team that writes the appeal and answers Amazon's replies.
Your notice
What this notice actually means
Customers reported receiving items in less than new condition, and Amazon has concluded the condition of your inventory does not match how it is listed. It usually takes only a small number of complaints against one ASIN.
The cause is often upstream rather than deliberate. Returned units re-entering sellable stock, open-box goods from a supplier, or units damaged in transit all produce the same complaint, and Amazon treats them as the same risk.
Seller Central reality
Why these appeals get rejected
The usual failure is a response that blames the customer or the carrier. Amazon reads that as an unresolved risk, because nothing in the account has changed as a result.
The second is answering with the wrong evidence. These cases are decided on the condition the customer received, so the file has to cover receiving and inspection criteria, tamper-evident packaging, and how returned units are handled before they go back to sellable.
A generic quality-control promise is not enough either. Amazon wants the specific inspection or receiving step that now catches the problem, tied to the point in your process where it went wrong.
What you get
What handling your case actually involves
One owner on the Seller Central thread, from the notice through to resolution.
The submission
Plan of Action, evidence package, and the submission itself, placed in the queue Amazon can act on.
Follow-through
Follow-ups and escalation are ours. If Amazon needs several cycles, we run several cycles.
Before you pay
You see the strategy and the fees first. If the odds are not there, you get that in writing instead.
Proof
Who is doing the work
ASA Compliance Group has been founder-led since 2016. Or Shamosh builds the strategy on every case we accept.
Historical reinstatement rate
independently verified
98%
Reinstatement rate on cases we accepted and fully managed. Independently reviewed by a third-party verifier (publicly traded).
Cases handled
since 2016
5,500+
Account-level and ASIN-level enforcement across global marketplaces.
Speed
first reply
Within about an hour
First human reply within about an hour in most cases. Review timelines vary by queue and issue type.
Scope
all included
End to end
Full strategy, full package, unlimited follow-ups and revisions within scope, calls, escalations, and internal routing when needed.
Questions
Used Sold as New appeals: common questions
The units left us sealed and new. Why am I still responsible?
Because the case is about the condition that reached the customer, not the condition you shipped. Seals fail in transit, returned units get restocked as sellable, and packaging that is not tamper-evident makes an opened unit look used. The response has to address that chain rather than assert the units were new.
It was FBA, so Amazon handled the units. Does that help?
It can be relevant, particularly where returns were restocked as sellable, but it does not remove your responsibility for the listing. It has to be presented as part of a root cause, not as blame.
Only two customers complained. Why is this so serious?
Condition complaints are weighted heavily because they affect customer trust directly. A small number against a single ASIN is enough to suppress a listing, and a repeat pattern reaches the account.
Should I remove the ASIN and move on?
Not before you respond. An unresolved complaint stays on the account record, and relisting the same item later without addressing it tends to bring the issue back with more weight.
What do you need from me to start?
The notice from Seller Central, the ASINs involved, the customer comments if you have them, how those units are packed and sealed, how returns are inspected before restocking, and anything you have already sent Amazon.
Other enforcement types
We handle enforcement across every lane
Different notices need different evidence. If your case is not the one on this page, start here.