@Kika The old POA was very different and was accepted almost instantly.
Dear Amazon Performance Team,
This letter is in context to appeal the suspension of my Amazon Seller account. I comprehend that mistakes have been made thus hampering customer satisfaction and relations with my business and Amazon as well.
I take complete responsibility for this, and I’m sorry for the harm I caused the Amazon brand due to the poor experience these customers had with my products. I value the privilege to be able to sell on Amazon, and I’m committed to ensuring that Amazon’s customers are completely satisfied.
My account is due to be suspended due to Order defect rate, and after recent analysis of my Business and Performance, I found that there were more issues on my account which needs to be addressed.
Account suspension root cause analysis and action plan:
The reason, the mistakes I made: High order defect rate
Analysis of Why this happened:
Customer received products that were not as described or fit for purpose. We handled the return of the item via telephone and arranged a courier to collect the items directly from the customer to be refunded. Customer didn’t receive the item they ordered within the specified time-frame.
Defective item Issue: We had returns opened for two of our items from one buyer and upon analysis of all past orders, A-Z Claims and Feedback review, it was found out that there was an issue with two of our products.
- One of our products was shipped with the incorrect operating system installed.
- A product we were selling did not live up to the buyer’s expectations.
- 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)
Issues that lead to the above escalation of the problem were:
- Management made a mistake by conversing and resolving the matter with the buyer via telephone rather than the returns system which is available to us via the Amazon platform. This led to an a to z claim being opened and granted to the customer.
- The item had been prepared for dispatch but has not arrived with the customer.
Steps were taken to resolve existing issues for starting the Business again on Amazon:
FBA Through this experience of suspension, we have come to realize that the long-term success of our business lies with the ability to sell on Amazon. We understand that the most reliable and long-term solution to do so is to enroll our products on to the FBA program, and we have planned to have our inventory sent to FBA. Through this measure, we will be able to eradicate all dispatch, defect, shipping and cancellation issues altogether.
All return requests will be tended to the same day they arise through the amazon seller central console and not via telephone conversations.
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 implemented the use of shipment manifests. At end of day we will track our shipments to ensure every package leaves our warehouse promptly.
The product in question which did not live up to buyers’ expectations has been upgraded with superior features. We aim to undersell and overdeliver. This will carry through to our other products also.
Action plan for future Specific Steps:
2. We will start to register more products to FBA so that a higher percentage of our product catalog is handled through FBA very soon. Through this measure, we will be able to eradicate all dispatch, defect, and shipping and cancellation issues.
We look forward to having a reinstatement for our account after which we shall be registering products for FBA and begin our new practices to ensure buyer satisfaction.
We have adopted the mandatory use of strict quality control measures. From now forwards two employees must check each unit before it leaves the warehouse.
We have set up a new workbench for our quality control staff to check the orders as they are packed. This will ensure the machines are fit for purpose and have the correct specifications that the customer’s have ordered.
One of our employees at present is updating our product titles in our third party dispatch program to ensure the correct information is sent to the packing and preparation team.
Conclusion: FBA and new quality control measures
Analysis: At present, all our products are not registered under FBA and our QC checks were not in line with our sales growth.
If our account is reinstated, we will start to register more products for FBA so that gradually our entire product catalogue is handled through FBA.
Through this measure, we will be able to eradicate all dispatch, defect, shipping and cancellation issues. We look forward to having a reinstatement for our account after which we shall register an increased number of our products for FBA. I value the privilege to be able to sell on Amazon, and I’m committed to ensuring that Amazon’s customers are completely satisfied.