Quick answer: Amazon expects every item to match its listed condition and its detail page. Its condition guidelines define what New, Renewed, and each Used grade mean, and list items that cannot be sold at all, including expired, dirty, damaged, counterfeit, promotional, and manufacturer-rejected goods. Customer reports that an item arrived expired or in the wrong condition are logged as violations on your Account Health page. Most are rated Low severity, but they add up, and complaints about counterfeit products are rated High. Strong quality control at intake and before shipping is the cheapest way to avoid them.
Quality complaints often start small: a scuffed box sold as New, a short-dated supplement, a used item graded too generously. This guide explains Amazon’s condition rules and how quality problems turn into account health problems, using Amazon’s own guidelines.
What Amazon’s Condition Grades Mean
| Condition | Amazon’s definition, in short |
|---|---|
| New | Brand-new item; original manufacturer’s warranty still applies; original packaging present for most items |
| Renewed | Pre-owned, inspected and tested to work and look like new by an Amazon-qualified supplier, with a 90-day replacement or refund warranty |
| Used, Like New or Open Box | Perfect working condition; protective wrapping may be missing; original packaging intact; instructions included |
| Used, Very Good | Limited use, good working condition, small signs of wear; missing accessories clearly stated |
| Used, Good | Wear from consistent use but functions properly; may be missing parts or accessories |
| Used, Acceptable | Fairly worn but functions properly; may be missing parts or accessories |
| Collectible | Must provide added value, such as an autograph or out-of-print edition, described in detail |
Items Amazon Says You Cannot List
Amazon’s condition guidelines list items that are unacceptable in any condition:
- Items that are not clean, including mold, heavy staining, or corrosion
- Items damaged in a way that makes them difficult to use
- Items missing essential parts or accompanying material
- Items that need repair or service
- Copies, counterfeits, replicas, and imitations
- Promotional copies, samples, and advance reading copies
- Items past their expiration date, with too little shelf life remaining, or with dates tampered with or removed
- Items designated for destruction or disposal, or designated unsellable by the manufacturer, supplier, vendor, or retailer
- Items prohibited for sale on Amazon
How Quality Problems Reach Your Account Health
Amazon’s Account Health Rating FAQ uses a customer report that an item was expired or in the wrong condition, such as a used item listed as new, as its example of a Low severity violation. Amazon says it tolerates infrequent low-severity violations, but repeat violations of the same policy carry higher point values each time. Customer reports of counterfeit or infringing products are High severity, and counterfeits confirmed through a test buy are Critical.
Quality problems also produce returns, negative feedback, and A-to-z claims, which feed other metrics. See our guides on suspensions for too many returns and Order Defect Rate.
Building a Quality Control Routine
- Inspect at intake. Check packaging, seals, and expiration dates before inventory is listed or sent to FBA.
- Grade conservatively. When an item sits between two grades, choose the lower one.
- Describe what is missing. Amazon expects missing accessories to be clearly stated for used items.
- Track shelf life. For dated products, follow Amazon’s expiration rules for FBA and remove short-dated stock.
- Read the complaints. Returns comments, feedback, and Account Health violations point to the specific defect.
- Fix the source. Recurring problems with one supplier or one SKU are a sourcing issue, not a packing issue.
- Keep supplier records. Invoices from legitimate suppliers are the evidence Amazon asks for when authenticity is questioned.
If Quality Complaints Have Already Built Up
Review each violation on the Account Health page. If a complaint was made in error, dispute it with evidence. If it was valid, the appeal should explain the root cause, such as a supplier, inspection gap, or grading mistake, and the specific changes you made. Amazon’s appeal guidance asks for those changes with dates and documentation.
Our Amazon account health maintenance service helps sellers catch these patterns early. If they have already led to a suspension, our Amazon suspension and reinstatement team can help.
Frequently Asked Questions
Can I sell an item as New if the box is damaged?
Amazon’s New grade describes a brand-new item with original packaging present for most items. If packaging condition affects what the customer receives, a used grade with an accurate description is safer.
Do condition complaints affect my account health?
Yes. Amazon lists customer reports of expired or wrong-condition items as Low severity violations on the Account Health page.
Can I sell expired or short-dated products?
No. Amazon prohibits items past their expiration date or with an unacceptable portion of shelf life remaining.
Can I sell items a retailer marked unsellable?
No. Amazon prohibits items designated unsellable or intended for disposal by the manufacturer, supplier, vendor, or retailer.
What is the difference between Renewed and Used?
Renewed items are inspected and tested by an Amazon-qualified supplier to work and look like new and carry a 90-day warranty. Used grades are assigned by the seller.
Get Help With Quality Complaints
Submit your case for a free assessment, or book a consultation.
Sources
- Amazon Seller Central, Condition guidelines
- Amazon Seller Central, Account Health Rating: Frequently Asked Questions
- Amazon Seller Central, Complete an appeal questionnaire to reinstate selling privileges
- Amazon Seller Central, Expiration dates on FBA products
