One customer said the item was not new. Amazon is not assessing that customer’s opinion — it is assessing your process.
Amazon is assessing your receiving, storage and packing process, not one customer’s judgement of an item. An appeal that disputes the individual complaint answers a question nobody asked. The appeal that works shows how new stock is bought, inspected, stored and packed, what specifically broke, and what has changed since.
A condition complaint is read as evidence that something in your handling chain can turn new stock into not-new stock — or that stock was not new when it arrived. Either way the subject of the appeal is the chain, not the order.
"We will be more careful" is not a cause. The causes that turn up in practice are specific and boring: returned units restocked as new without inspection, open-box stock mixed with sealed stock in the same bin, damage in transit from inadequate packaging, a supplier shipping shelf-pulls, or a member of staff with no written standard to apply.
Name which one it was. A reviewer can be satisfied by a mechanism and a fix. They cannot be satisfied by an intention.
Five tools that take you from the notice to one properly prepared appeal — a Plan of Action builder that checks your wording against known rejection triggers, a 48-hour checklist, three worked examples, and a 90-day money plan. $149, one payment.
Get the kit — $149Not affiliated with Amazon. Not legal advice. No tool or service can guarantee reinstatement — Amazon makes that decision. If large sums are frozen, if you are accused of counterfeiting or a safety breach, if you have been rejected more than once, or if your notice cites Section 3, get a lawyer who specialises in Amazon seller cases.
Where Amazon's own wording is quoted it is marked as such. Practitioner guidance is labelled as practitioner guidance. Where sources disagree, this says so rather than picking one.