How to Handle “Used Sold As New” Complaints on Amazon — Guidance from CJ Rosenbaum
Over the years, I have helped hundreds of Amazon sellers recover from “Used Sold As New” complaints.
These are among the most common—and confusing—reasons Amazon suspends listings or entire accounts.
A Used Sold As New complaint happens when a buyer believes the item they received shows any sign of prior use or improper handling, even if it was shipped brand new.
What is a Used Sold as New Complaint on Amazon?
Amazon considers a product “used” if it appears opened, handled, or repackaged at any point before delivery to the customer.
Common causes include:
Damaged Packaging – Box looks opened, torn, or relabeled.
Returned & Resold Products – Customer returns accidentally re-enter “new” inventory.
Warehouse Handling Issues – Scuffs, dust, missing wraps, or accessories repacked incorrectly.
Product Condition Misinterpretation –Manufacturing residue or minor cosmetic marks mistaken for prior use.
Consequences of a Used Sold as New Complaint
A single complaint can lead to:
Listing Removal – Flagged ASINs may be deactivated immediately.
Account Suspension – Repeated complaints can escalate to full account deactivation.
Loss of Revenue – Downtime reduces sales and search performance.
Negative Seller Reputation – Complaint rates harm Account Health and future Buy Box eligibility.
Amazon usually expects sellers to provide documentation and a Plan of Action (POA) explaining how they corrected and prevented the issue.
How to Avoid Used Sold as New Complaints
Inspect Inventory Thoroughly – Confirm every unit meets Amazon’s “New” condition definition before shipping.
Use Proper Packaging – Replace dented, resealed, or dirty boxes; add protective dunnage where needed..
Track & Separate Returns – Keep returned items out of “new” inventory flows.
Monitor FBA Shipments – Validate that fulfillment centers handle units to “new” standards; audit pick/pack processes.
Respond Quickly to Customer Complaints -Address issues immediately to prevent negative feedback and additional claims.
CASE INSIGHT
A seller I worked with faced multiple “Used Sold As New” complaints after Amazon’s warehouse repackaged several customer returns.
We collected warehouse reports, provided shipment receipts, and wrote a clear Plan of Action describing how the seller now tracks every returned unit.
The listings were reinstated within three days.
“The seller didn’t lose because of fraud; they lost because of oversight. Amazon cares more about prevention than blame.” — CJ Rosenbaum
DISCLOSURE
This page was written by CJ Rosenbaum, founding partner of Rosenbaum & Segall, P.C., and author of seven books for Amazon sellers.
It reflects my personal experience assisting sellers with Used Sold As New complaints and account reinstatements.
All content here is for educational purposes only and does not constitute legal advice.
For formal representation, visit AmazonSellersLawyer.com.