When consumers receive melted chocolate or misshapen candles during summer heatwaves, their frustration often turns toward e-commerce platforms' quality control. Amazon is attempting to address this issue, but its solution has sparked discontent among some sellers.
Massive Removal of Temperature-Sensitive Products
Amazon's U.S. marketplace recently announced new shipping policies targeting melt-prone products fulfilled by third-party sellers. This decision follows increasing customer complaints about heat-damaged goods. Starting September 21, 2022, Amazon began removing all identified meltable ASINs (Amazon Standard Identification Numbers), charging removal fees for each item. The scale is unprecedented, affecting approximately 450,000 product listings.
The policy defines "meltable" products as temperature-sensitive items susceptible to deformation or melting, including but not limited to chocolates, gummies, wax-based products, and certain gelatin items. Amazon states this measure aims to ensure customers receive products in optimal condition.
Policy Implications and Seller Concerns
While protecting consumer interests appears reasonable—preventing food safety risks and poor user experiences—the policy's implementation has drawn criticism. Amazon provided only ASIN numbers without product names or descriptions, complicating sellers' verification processes. More critically, multiple melt-related complaints may trigger listing removals or even account suspensions, significantly increasing operational risks.
Notably, the policy doesn't constitute a year-round ban. Amazon Logistics only accepts meltable inventory between October 16 and April 14 annually. From April 15 to October 15, such products in fulfillment centers are marked "unsellable" and discarded, with sellers bearing removal costs. Additionally, summer storage requires maintaining temperatures between 23.9°C and 68.3°C (75°F to 155°F).
Controversies: Double Standards and Timing Questions
Sellers highlight apparent inconsistencies. Amazon's private-label products like chocolates and candles reportedly face fewer restrictions. Some argue for balanced solutions, such as expedited shipping options or flexible handling protocols rather than outright removals.
The timing also raises eyebrows. With summer ending and meltable products soon becoming seasonally permissible, some question why removals didn't occur pre-summer to minimize losses. Industry observers speculate this might relate to Amazon's warehouse reduction strategies, freeing space by purging temperature-sensitive inventory.
Seller Adaptation Strategies
Affected merchants must implement mitigation measures:
Product Selection: Avoid temperature-sensitive items or thoroughly understand seasonal policies before listing.
Inventory Management: Clear meltable stock before seasonal bans to avoid removal fees.
Quality Assurance: Enhance packaging with insulation or cooling elements for self-fulfilled shipments.
Policy Compliance: Self-fulfilling sellers must adhere to Amazon's temperature-controlled shipping requirements.
Appeals Process: Sellers disputing product classifications should provide evidence through Amazon's appeal channels.
While disruptive, this policy shift compels sellers to refine their operational strategies regarding seasonal products and risk management in Amazon's evolving marketplace ecosystem.