Overview

Amazon's "Used Sold as New" product condition policy is one of the most common compliance issues that sellers encounter on the platform. When a customer files a complaint alleging that a product listed as "new" arrived in a condition that suggests it was previously used, opened, or damaged, Amazon may flag the seller's account with a product condition violation. Understanding this policy and taking proactive steps to prevent complaints is essential for maintaining your selling privileges.

Key Points / What Sellers Need to Know

• Product condition must match the listing — Every item listed as "New" must arrive to the customer in factory-sealed, undamaged, original packaging with all accessories, manuals, and protective materials intact.
• Customer complaints trigger account reviews — Even a small number of "used sold as new" complaints relative to your order volume can result in listing deactivation or account-level warnings from Amazon.
• Complaints don't require proof of actual use — A customer may file this complaint if packaging is damaged, seals are broken, items appear repackaged, or accessories are missing, even if the product itself is genuinely new.
• Appeals require a detailed Plan of Action — If your account or ASIN is restricted due to this violation, Amazon will require you to submit a root cause analysis, corrective actions, and preventive measures before reinstating your selling privileges.
• Supply chain documentation matters — Amazon may request invoices from authorized distributors or manufacturers to verify that your inventory is authentic and sourced through legitimate channels.

Common Triggers for "Used Sold as New" Complaints

Several scenarios commonly lead to these complaints, and many of them are preventable. Products sourced through retail arbitrage or liquidation channels frequently arrive to customers with shelf wear, missing shrink wrap, or price stickers that suggest the item was previously on a retail shelf. Customer returns that are restocked and resold without proper inspection can also trigger complaints, especially when the returned item has been opened or is missing components. Poor packaging practices during fulfillment — such as insufficient padding or oversized boxes — can cause cosmetic damage in transit that makes a new product appear used upon arrival. Even items sourced directly from manufacturers can generate complaints if warehouse storage conditions have degraded the packaging.