Account suspended. No reply to new revised POA

I have revised as per below. Though I didnt believe it would be a problem as they have now already accepted the POA for the damaged / defective items…

Dear Seller Performance team,

First of all thank you Amazon team for providing me a second chance to get my Account reinstated.

My account has been suspended due to High Order defect rate, and after recent analysis of my business and performance, I found that there were more issues on my account which need to be addressed.

What happened:

• I received multiple complaints from customers in the form of A-Z claims and negative feedbacks complaining about non-receipt and damaged or different item issues.

• This was because 1. A customer had received an item which was different to description and arrived damaged. 2. A customer had not received his order at all.

• This was caused by;

(a) Using inadequate packaging materials. Causing complaints regarding the receipt of defective and damaged products. We were using pizza style boxes and bubble wrap.

(b) Goods not receiving a full and proper test on delivery from our suppliers’ warehouse.

© Unclear packing lists in our inventory software.

(d) Item had been prepared for dispatch but had not arrived with the customer. This was because the consignment did not leave the warehouse as the package was not in the correct area for courier collection.

• Our management did not take urgent action to establish a theory of probable cause and implement preventative measures.

• Overlooking of notification emails and not paying the proper attention required to our account health. (ODR rate)

• I made a mistake by conversing and resolving a matter with the buyer. This led to an A to Z claim being opened and granted to the customer. Which could have been resolved by keeping communications direct through the Amazon returns console.

What I have done to resolve the issue:

• All customer messages received were answered on time. I shipped all remaining and pending orders immediately, ensuring that all products are in the correct quantities and exactly as described in the listings and updated them with valid tracking numbers, complying with Amazon’s requirements.

• I checked all my recently shipped orders to verify that their tracking numbers are valid and that they were either already safely delivered to customers or will be delivered on time.

• I have gone through my entire account’s inventory and permanently deleted all ASINs, which were subject to complaints about products being not as described or materially different. I also reviewed all my remaining listings to ensure that they 100% match the description in every detail.

• I have checked all my current stock in my warehouse to ensure that there aren’t any damaged products and discarded all units, which weren’t in a pristine condition, meeting Amazon’s standards.

• From 23rd September we have changed our packaging to purpose made laptop boxes with handles and inflatable air packs and fragile labels are attached.

• We are focusing on FBA to make our order count more manageable – we have now begun to send our items to Amazon fulfillment centers.

• All return requests have been tended to direct via Amazon to prevent them escalating into a to z claims, making all communications via the Amazon messaging console to simplify the buyer communication experience.

• A customer care team has been implemented to immediately attend to customer queries regarding delivery and returns, thus avoiding A-to-Z claims and All A-to-Z claims will be accompanied promptly.

• We have maintained the use of shipment manifests. At end of day we track our shipments to ensure every package leaves our warehouse promptly. Each consignment receives a signature on the date of dispatch to prevent straggling items.

• We now have a dedicated shipping area, separate from our packing and delivery area. All goods are placed here as soon as they are packed ready for courier collection. This is to ensure that when the courier arrives all goods prepared for the day will be collected on time.

• I have carefully read and reread all Amazons policies and help pages, especially the ones regarding minimum performance standards and condition guidelines, to ensure that I don’t violate them again.

Example Policies;

1. Unacceptable and Prohibited Items

2. Return policies

3. Monitor your account health

4. Amazon Services Europe Business Solutions Agreement

5. UK Seller Delivery Policy

• All items are now checked and prepared on delivery from our supplier. Goods that are found to be damaged or defective are rejected and returned to our supplier.

• We have implemented a faulty item disposal area in our warehouse so that damaged goods are separated from our inventory area.

• Further quality control steps were implemented requiring a signature from 2 members of staff before goods can be dispatched. The format is a sheet with check boxes with the following information:

Product Name Model CPU RAM HDD Window Version Colour Battery DVD

Each box needs to be ticked and signed by 2 members of staff.

What I will do to prevent this from happening again:

• From now on, all orders will be sent on time and confirmed as shipped within the Expected Ship Date, using a fast and reliable shipping carrier, which will obtain the signature proof of delivery, this will prevent late-receipt and non-receipt complaints.

• In case that I am for any reason unable to fulfill my orders, the entire account will be set on Holiday settings. As the company director I am responsible for overseeing the performance of my staff during each step of the dispatch process. Therefor if I am not available the store will be closed.

• To ensure all goods are received on time we will work with our carrier DPD group closely to monitor the timeframe our customers are receiving their products.

• We have pushed back our collection time with our courier to 4pm Monday to Friday. Should any consignment not be ready for courier we will drop them at the DPD depot before their closing time at 8pm.

• Due to product damage or package delays. I will continue to monitor the couriers performance closely. If there are any issues we will be changing to a more adequate courier.

• I bought a new type of packaging - cardboard boxes with handles and inflatable air packs, which will be used to package all orders, preventing damage and complaints about receipt of damaged and defective items.

• I will carefully review my items before listing them for sale to ensure that they 100% match the listing and it’s description in every detail. The condition will reflect the actual state of the items. Before shipping goods to customers, each order’s products and quantities will be double checked to be confident that everything is included and nothing is missing from the package. This will prevent complaints about items being received materially different or in the wrong quantities.

• We will send all of our buyers a feedback email regarding the quality of the product as well as regarding our services {like; product delivery system, product information and our update timing from the beginning to end (from the order placing to the order delivery) etc.} to constantly improve our service.

• I will regularly review my performance metrics to verify that | am within Amazon’s targets. All customer messages will be answered on time, return requests will be authorized within 24 hours. All orders will be shipped and confirmed as dispatched on time.

• We are on target to be under 1% in the next few weeks. We are anticipating good sales growth over the next couple of months and will work hard to maintain a perfect ratio.

• I believe that my Plan of Action sufficiently addresses the issues noted in the suspension notice and I am looking forward to continue selling on Amazon.

Best Regards