Defective

Step 1: If in stock at Linden, ask Justin to inspect for defect 

  • If no defect found on units checked and less than 12% NCX rate, relist
  • If defect found, inform Josephine with images and ask Justin to send at least 3 defective units to Josephine (Product Defect Template) (Find out if still necessary)


Step 2: If no qty in moon, ship 5 pieces to NYC office & send images to Josephine/George Hadoolis informing her of issue (Josephine Email Template)


(Should we always create a removal for a confirmed defective item on VOC? If not, at what ncx rate for defective items should we relist and at what ncx rate should we create removal order?)

at least 7 ncx orders, 12% and up- create removal



Wrong Item Received FBA

Step 1: Determine which SKUs customers are incorrectly receiving 

  • Check Voice of the Customer
  • Check product reviews
  • Reach out to customers and ask for image or page link

Step 2: Open case with amazon and ask them to perform a bin check & relabel if necessary (Amazon Bin Check & Relabel template)

Step 3: If Amazon does not relabel, create removal order for 10 units of SKU w poor NCX rate that customers are ordering

Step 4: Log information into dash2 so Justin can see all of the info

  • If Justin says label is incorrect:
    • Create removal order of all units & ask Justin to relabel. Once Justin relabeled and send back to FBA, mark as completed in D2
    • Ask him to check units in Piscataway to see if labeling error is there as well. If labeling error with Piscataway units, inform production team that factory mislabeled units
  • If not mislabeled, then leave as is for now but keep tabs on the SKU




Wrong Item in multipack

Step 1: Ask warehouse to open cartons and verify

Step 2: If verified, inform Nathan



(If Moonachie finds that there's a wrong/duplicate item in multipack, do we relist or create permanent removal?



Not true to size

Step 1: Check VOC for all other sizes of style and continue to step 2 for sizes w complaints


Step 2: Ship 5 pieces of problem size(s) to NYC office


Step 3: Send email to Josephine informing her of issue (Josephine Email Template)


Step 4: Relist product and write size issue in parent title (unless Amazon already did so)

  • If more than half of sizes for style run small, add "(runs small, order 1-2 sizes up)"
  • If less than half of sizes for style run small, add "(2T & 3T run small, order 1-2 sizes up)"