Appreciate the advise and below are email from Amazon and my Plan of Action-
Hello, We received your submission but do not have enough information to reactivate your account at this time. Please send the following information: 1) Copies of invoices or receipts from your supplier issued in the last 365 days for the following ASINs: B00005QDYV, B00005V9OR, B000E83SRU --These documents should reflect your sales volume during the last 365 days. --Please include contact information for your supplier, including name, phone number, address, and website. We will maintain the confidentiality of your supplier contact information. – These documents should include buyer information, including name, phone number, address, and website. --You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review. 2) An updated plan of action that explains: – Greater detail on the root cause(s) that led to the complaints about the authenticity of your items. – Greater detail on the actions you have taken to resolve the complaints about the authenticity of your items. – Greater detail on the steps you have taken to prevent future complaints about the authenticity of your items. You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. How do I send the required information? Please submit this information by clicking the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral-europe.amazon.com/gp/customer-experience/perf-notifications.html). What happens if I do not send the requested information? If we do not receive the requested information your account may be deactivated. We’re here to help You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560). You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely, Seller Performance Team https://www.amazon.co.uk
Plan of Action-
1 March 2020 15:18 GMT
Thank you for providing us with the opportunity to appeal our
account’s review due to authenticity issues.
We understand that Amazon takes concerns regarding the condition
of merchandise very seriously and we would like to share with
you our plan of action, which addresses the issue and measures
to prevent it from happening again.
The root cause of the complaints:
Amazon was concerned about the authenticity of ASINs: B00005QDYV
B00005V9OR B000E83SRU B0034G5R5A
Over the last few months I have had four customers express concerns regarding the authenticity of their orders.
I failed to properly address these issues in a professional and timely manner.
Due to my lack of expertise in sourcing stock from retailers who are unable to provide me with valid invoices
or proof of condition is not an acceptable way to acquire inventory.
After carefully reviewing my entire account, all orders received for the ASINs: B00005QDYV B00005V9OR
B000E83SRU, 0034G5R5A reading my seller feedbacks, product reviews, checking the A-Z claims and returns
comments, I determined that the complaints were caused by insufficient checks on receipt of stock, also checks
of packaging and importantly any seals whilst picking, packing and despatch of orders.
Actions taken to resolve the complaints:
All customer messages have been answered and I have authorised all return requests for the
ASINs: B00005QDYV B00005V9OR B000E83SRU, B0034G5R5A carefully inspected all returned merchandise and refunded
the buyers and any concerns resolved to the maximum customer satisfaction.
I have personally checked all my remaining inventory for the ASINs: B00005QDYV B00005V9OR B000E83SRU B0034G5R5A
and discarded any units with authenticity problems or have damaged seals and packaging.
I have instigated a double check system whereas after picking and prior to packing and despatch a second member
of staff checks the order and importantly the packaging and any seals on the product.
We have reviewed all Amazon policies and guidelines, especially the ones regarding the sale of counterfeit
items and will from now on strictly abide by them-
- All listings, which condition could not be verified with valid
invoices or receipts meeting Amazon’s requirements have been completely deleted from my inventory and will not
be listed again.
Steps taken to prevent similar complaints in the future:
All inventory will be sourced from reliable sources, either from
manufacturers or from authorised distributors, who will be able
to provide me with valid invoices which will meet Amazon’s requirements.
All items will be thoroughly inspected upon receipt to review
condition and preventative measures are in place to ensure there
are no defects such as the seals are intact and there is no damage
to the outer packaging, which could lead to customer complaints.
We have split our goods in area into two separate sections one for new and one for used items and will keep
both conditions completely separate. When the goods in process is complete both conditions will be stored in
separate areas of the warehouse.
-We are now only listing items that are very good or above in used conditions. Any stock that does not reach that
condition is now being given to charity Oxfam Donor ID 70069074 and also BHF gift aid Donor ID 3375972.
All inventory is stored in a dry accessible warehouse and stock
checked for quantity and inspected for condition on a regular basis
to ensure that all customers receive them in a 100% perfect state.
Before adding any new items for sale on Amazon, we will
verify both authenticity and that they match entirely to the
colour, description and other details on the Amazon product page.
Any inaccuracies will be resolved by updating the listing and fixing
the incorrect information.
I will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit. We are now using a much tougher jiffy bag giving much more robust protection in the post for all our orders from packaging2buy.co.uk.
I will regularly check all communications from buyers so I
can understand any issues and trends of items being returned.
We will regularly review the Amazon guidelines and policies
to make sure that we are not in violation of any of the rules.
We believe that our appeal sufficiently addresses the issues
and thank you for taking the time to review my appeal.
These action steps will help me provide Amazon customers
with the best possible service.
I have been an honest, loyal and happy seller on Amazon for
the last 17 years.
My feedback of 99% reflects how seriously I take my Amazon business
with 33000+ orders amounting to £ over the last 2 years.
If you could please check my performance over time you will see my
metrics are in excellent order with all well under the Amazon guidelines and I am committed to make this right.
I will serve the customers of Amazon to the highest possible standard
as outlined in this appeal.
Please let me know if you need any further information in your review
of my account.
Attached are four invoices that relate to the four ASINs in Question-
B00005QDYV- Fast & Furious CD, third item down on invoice PMD43.
B00005V9OR- PaRappa The Rapper 2 PS2, 7th item down on invoice 50429.
B000E83SRU- Outrun 2006 Coast 2 Coast Xbox, 5th item down on invoice 50658.
B0034G5R5A- 3D Dot Game Heroes PS3, 8th item down on invoice 50833.