Amazon Image Errors
Hi forum, my first time asking a question, but I have had two items in January so far that customers have complained the images don’t match the product (showing items not included). I have reported the images many times now, but short of pulling the listing for these ASIN’s down and not selling them at all, how does a seller get anything done about this? Both customers have left me 1 star feedback over it, but Amazon will not remove the feedback as they do not believe it constitutes a product review. Also, other customers who have purchased the same product, not just from our store have left negative product reviews for the exact same reason, but yet the image is still there. Might be basic, but help?
Amazon Image Errors
Hi forum, my first time asking a question, but I have had two items in January so far that customers have complained the images don’t match the product (showing items not included). I have reported the images many times now, but short of pulling the listing for these ASIN’s down and not selling them at all, how does a seller get anything done about this? Both customers have left me 1 star feedback over it, but Amazon will not remove the feedback as they do not believe it constitutes a product review. Also, other customers who have purchased the same product, not just from our store have left negative product reviews for the exact same reason, but yet the image is still there. Might be basic, but help?
0 replies
Seller_SbXaqB4cuYyvi
Perhaps you should create a listing that shows the products as sold. It’s my experience that you will not be able to change it. It’s nearly impossible to change listings that you haven’t created. What’s the ASIN in question?
Seller_0KGD4VKujL7K7
I’ve had the same problem with some products. Amazon told me that if a Seller has previously listed the product and uploaded an image, they cant change it. Like someone has mentioned, they suggested that I delete my listing an re-list with a new UPC with my new image.
Seller_6mINTnqEHkeuZ
I’ve had the same issue. Amazon has never done anything about it, so I never restocked those items. All I can suggest is just to be really really careful in the future when you are using an existing listing when you add new inventory. Make sure you triple check that the picture is exactly like your product, and if it’s not, then maybe create a new listing or else opt out of selling that product. Your reviews are too important to your business.
When you say Amazon won’t remove the feedback, did you call them or did you click the button on Seller Central to remove the feedback? When I’ve clicked the button it’s always been removed.
Seller_LA0QYqJE3WRrS
Hello,
Regarding the incorrect image, I suggest the following:
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Edit the listing by uploading all new product images. Make sure to upload all images since Amazon cannot change one at a time
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Temporarily close the listing until resolved, then relist once resolved.
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Open a case and mark it as urgent. Provide description and proof (i.e link to manufacturer’s website showing matching product and UPC/EAN). If that is not available (if discontinued for example) then Amazon will sometimes accept detailed photos as proof (showing the package with matching product, matching UPC / EAN and model number if applicable). Follow-up regularly if they do not resolve within a few days
As for the 1 star ratings:
This might be worth a try:
On your amazon seller homepage click on the Customer Feedback link to access the Feedback Manager. Locate the 1 star ratings and select “Request Removal” from the dropdown menu on the right side. I cannot recall if there is another step after that but if the customer’s description is inappropriate it may be removed instantly as soon as you submit the request.
If that doesn’t work then attempt again to plead your case as sincerely as possible, in writing, with adequate justification.
Hope the above helps
Good luck and all the best
Seller_XoPuLyZ0yUkfm
I’ve had 3 sellers in the last month either return an lp or vhs tape and insist that they ordered a cd or a DVD. Then predictably they leave one star for the hassle of getting their $ back by returning it. It doesn’t matter that I tell them to look at the format of the order, they get directed by Amazon to my item even though it is the wrong format. When I complained to Amazon, they said I would have to talk to the buyer to reason with them. Obviously that won’t work as they maintain I sent the wrong item. Good grief Amazon does not protect its’ sellers, primary reason is the conflict of interest since they are the biggest seller by far and we are piddly competitors.
Seller_N2O3ddtYQpFnh
Same thing happened to me. They asked me for the manufacturer’s website to see pictures of product. They also asked for pictures of the product with the UPC number showing clearly. 3 days later they corrected mistake. Good luck. As for your 1 stars try emailing the customer.
Seller_vmH5jjdKYf6mc
Here’s the thing - many books or items can have multiple images associated with the same ISBN.
If the picture is for a completely different item - different title - then use the product page to report the incorrect image.
I find I get better service reporting it that way in order to get the image removed.
Amazon just puts up one of their generic images.
Then a week later I list the book with the correct image and that one then gets uploaded to the system.
Problem solved.
If the picture is for the same title and author, AND the ISBNs match, then the company used different coverart with different printings. Sometimes you can find the correct year and correct artwork by pressing the “See all xxx formats and editions”. But technically if you have the right publisher and ISBN number then you can list against the top book.
SO then what I do is I take a picture of my book. I upload it with my offer. I also in the Condition Description write “Same ISBN - Different Cover Art - Please see my picture.” Saves me a WHOLE lot of trouble, I have been doing that for 8 years very successfully. Have not had a complaint since.
Hope this helps you a bit.
Seller_ook3Z3cA2zLOb
Amazon does not care about their catalog, or their sellers. I have spent years trying to “clean up” their incorrect images, only to see it revert back in days, months or years. I have given up, so when the photo does not match, I take down my offer and sell the item somewhere else. I will also put my own photos on the listing, so the buyers can see what they will receive.
The images change when other sellers download a large file of new listings, Amazon used to have an easy way to correct the issue, but have taken it away.
I refer to the Amazon catalog as a fluid one, constantly changing, so screwed up, it’s a wonder they sell anything at all. It also goes to show, that you/we should not have all of our eggs in one basket.
