Help witj reactivating my accont please

Hi
Could someone please help me with my poa as it keep getting rejected.

Amazon asked for: We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:

– Greater detail on the root cause(s) of customer complaints of unresponsive or poor customer service.
– Greater detail on the actions you have taken to resolve customer complaints of unresponsive or poor customer service.
– Greater detail on the steps you have taken to prevent complaints of unresponsive or poor customer service going forward.

– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.

– Greater detail on the root cause(s) of expected cancellations.
– Greater detail on the actions you have taken to resolve higher than expected cancellations.
– Greater detail on the steps you have taken to prevent higher than expected cancellations moving forward.

– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.

MY ANSWER:

Hi

As requested here are the additional information.

Greater detail on the root cause(s) of expected cancellations.

Recently, our order cancellation rate increased over 2.5%. The root cause of this was due to employing new staff that were not trained properly, which I take full responsibility. As a result, description and the price was incorrect. We also occurred technical issues with the amazon seller app, when orders were made, the inventory did not refreshed itself, therefore our inventory stated that there was more than there actually was. As a result, I had multiple complaints from buyers regarding cancellation of their orders.

Furthermore, as our staff was not trained properly, which I take full responsibility for, it had an effect on quality of our customer service.

Greater detail on the actions you have taken to resolve higher than expected cancellations.

In order to resolve customer service complaints of unresponsive or poor customer service. We contacted each buyer to apologise and inform about the issues we were having. We also have offered alternative as we have similar products that serve same purpose, however, some emails could not be delivered.

I have checked through all my inventory on my account and updated description and prices.

Due to having issues with the Amazon Seller app l, we decided it would be appropriate to use the web platform as it can be more reliable. In addition, as our inventory did not refresh as expected, we now update our inventory manually, after they have been counted and checked multiple times by me daily.

Moreover, I have conducted training for our staff that I believe was required in order to resolve this issue. The training covered important points such as;

The importance of good and bad customer service

How to deal with complaints with different types of customer

Communication skills improvement

The importance to deal with complaints immediately and what problems could arise

How to exceed customer expectations

How to correctly advertise products with correct price and description

Greater detail on the steps you have taken to prevent higher than expected cancellations moving forward.

The steps I have taken to prevent and reassured that there are less cancellation than expected and prevention of complaints of unresponsive or poor customer service include:

Carry out weekly training and give feedback for our staff to ensure employees are confident to deal with customer complaints effectively and that description and price are imputes correctly.

Track and log complaints from buyers to help us with problem solving option and eliminate further complaints in future.

Improve internal communication in order to act immediately and create solutions. This include double checking that then item description and price are correct by myself.

Repeatedly check our inventory to see if it matches stock.

Monitor the progress of customer messages, unresponsive and bad customer service. This also including health performance of my account assuring the targets are met.

Greater detail on evidence or examples that demonstrate that your account has complied with our policy.

As my account is still suspended and therefore limited control of my account, I have taken actions to ensure that I comply with Amazon policy.

The actions I have taken while being suspended:

Shipped all remaining and pending orders

Answered all my received messages from buyers; including complaints

I have reread amazon policy to ensure I am complying with policy.

I learned from mistakes and now ready to apply this in future.

Thanks
Tomas Tokar