Hello,

Can somebody advise whats wrong with my plan of action since I have a last shot? My account was suspended for two inauthentic complains/two asins(for one I have never received any notification and asin wasn’t blocked - but whatever) I checked ASIN return reasons - one had one return and reason was size too large/long another had to returns and reasons was ordered wrong colour size and too small/short. I believe plan is quite good,but it seems that I am wrong.

Thanks for any help.

Last message from Amazon:

Dear Ronald Long,

My name is Steffi, and I am a member of the Seller Performance team. The Amazon UK Managing Director Doug Gurr received your email and asked that I research this issue and respond on his behalf.

Your plan does not sufficiently address the complaints we received about your listings. To be sufficient, your plan must include:

– Greater detail on the issue(s) that you believe caused the complaints about the authenticity of your items.
– Greater detail on the actions you have taken to resolve the issue(s) that caused 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.

Here are a few things to consider as you create your plan:
–Sourcing: Are you sourcing the product from a trusted supplier?
–Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
–Packaging: Is the product in its original packaging as listed on Amazon?
– Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
–Review your communications from buyers to better understand the issues.
–Be as specific as possible in your plan.
–Do not limit your plan to issues with specific orders.

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 send the required information by replying to this email.

What happens if I do not send the requested information?
If we do not receive the requested information your account will be permanently 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.

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Complaint type: Inauthentic
ASIN: XXXXX, XXXX

=========================================

My Plan of Action sent which was sent earlier:

What when wrong.

      Complaints were received from customers who bought these items and questioned the authenticity of items which they bought from us. After carefully reviewing our entire account we found that:
    
     •   We failed to follow Amazon Guidlines correctly and had some listings with not accurate description what lead to complain.
     •   Due lack of careful inspection we failed detect defective items before shipping them to FBA and customers doubt it’s authenticity when item was not in perfect condition.
     •   Insufficient packing lead to doubts for customers.
     •   Due bad packing items were damaged during transit to FBA.

What we have done to fix the problems:

     •   We closed and remove permanently listings of ASIN’s B00G27DPRU and B01BDZMNKA in order to prevent any future complaints.
     •   All ASIN”s in question and other who had quality issues were destroyed from FBA in order to be sure that whey won’t be sell again and not have complains in the future. Removal order ID’s - XJ6KHNE445 , 190615Q2T, 19615PSU, 190615PJ2, 190628FNG.
     •   We reviewed all our listings to ensure they are correct and are under Amazon Guidelines. What was wrong was fixed in order solve the problem.
     •   All invoices for ASIN’s in question were submitted to Seller Performance Team in order to proof authenticity.
     •   We investigate and we founded that we have areas to improve especially in listings creation and maintaining them with the accurate information and in items condition in order to reduce any chances of similar  complaints in the future. We  already implemented additional quality control and listing creation procedures which will ensure that we won’t have similar problems.
     •  We will never use such third party programs as HELIUM10
     •  We read and understood all Amazon Policies and agreements paying close attention to the ‘Prohibited Seller Activities and Actions Policy and ‘Anti-Counterfeiting Policy’ to ensure that we are familiar with them and following  them correctly. 

What. we have done to prevent the problemts from happening again in the future.

     Sourcing:
     •  We continue sourcing all our inventory from very reputable and trustworthy suppliers in order to ensure it’s 100% of authenticity
     •  We have carefully reviewed our all inventory, not limited to the products with complaints and verified it’s authenticity.

     Listing:
     • Before listing any items, we will carefully check that the products perfectly match the description and pictures in every detail.
     • We will keep in the listings that the product accurately described, and the customer is well informed; and we will ensure that what we are listing are 100% match to Amazon detail page. All description, images, title is accurate and up to date. For this we implemented additional procedure called “Listing Quality Control” Additionally all listings before creation will be double checked by second person in order to ensure they are complete and met all rules set by Amazon.
     • We will make sure that the detail page of all listings are aligned with the product in color, description, material, etc… to avoid any potential future complaints.
     • We fixed all listings which were needed - Description, Images, Title in order to make information accurate as it should be in order to prevent any complaints in the future.


     Packaging and Shipping:
     • We will keep as always the products in its original packaging and as listed on Amazon.
     • We updated our shipping process to FBA. That means that will use larger and smaller quantities in one box including and additionally we will add bubble sheets. We will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit.

    Condition:
    • We implemented Condition Quality Control - all stock before being shipped to FBA, will go through "double check” . It will be checked by two person separately in order to avoid any human error and do not send damaged or defective items to Amazon warehouses. This procedure will ensure that we ship items to FBA in perfect condition and with no defects and it will help to avoid any complaints in the future.
    • We won’t send to FBA any items which have any quality issues. It will be disposed.

    Communication with buyers:
    • We will keep dealing with communications with buyers to the highest level of customer’s satisfaction and will follow up with them to make sure that they are 100% satisfied with their purchase as usual.

    Monitoring:
    • We are going carefully monitor customer returns  as well as customer reviews on products we offer, as a quality control measure and act before it can lead to complaint. (remove listings and/or items, contact with customers in order to solve problems)
    • We implemented daily reviews. All metrics will be double checked. One person will go thought all performance metrics in the morning, another person will go in the evening and that will help act before problems can lead to complaint.
    • We implemented weekly reviews. We will share that kind of issues we had, how we avoided any problems and what we learned from each other.

    For following Amazon rules correctly:
    • We provided 3-hour Long courses to all colleagues about  regarding Amazon Guidlines, listings creation key things and item condition checking aspects how to detect defective items and what to avoid.
    • We will regularly read and re-read the Amazon guidelines and policies to ensuring that we do not violate any of Amazon selling rules or policies.Also, we will monitor all changes of the policies or any applicable laws, which could affect us or our account and react proactively.