some of my listings are deactivated as described by Amazon. Below is an email I received from them.
We removed some of your listings because of customer complaints about items listed at the end of this email. Customers may be complaining because the items they received did not accurately match the condition or description of the product mentioned in the product detail page of your listings.
Why did I receive this message?
Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect. Products listed in “new” condition are expected to arrive in brand new, unopened condition with no signs of damage or wear. If customers receive a product that does not match this description, it may lead them to perceive the item as being previously opened or used.
Learn more about our policies in Seller Central Help:
Condition Guidelines (https://sellercentral-europe.amazon.com/gp/help/200339950) Product Detail Page Rules (https://sellercentral-europe.amazon.com/gp/help/200390640) Prohibited Seller Activities and Actions (https://sellercentral-europe.amazon.com/gp/help/200386250)
How do I reactivate my listings?
To reactivate your listings, please provide us the following information:
A plan of action that explains: The issue(s) that led to the complaints about the product condition or description of your items. The actions you have taken to resolve the issue(s) that caused the complaints about the product condition or description of your items. The steps you have taken to prevent future complaints about the condition 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 that sells items in condition? 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 manufacturer 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, and will not be damaged when shipped? Review your communications, reviews, and feedback 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. Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below: These documents should reflect your sales volume on Amazon during the last 365 days. Please include contact information for your supplier, including name, phone number, address, and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information. 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.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
How do I send the required information?
To send us the required information, please visit your Account Health Dashboard (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) in Seller Central and click on the appeal link next to the impacted ASIN.
What happens if I do not send the requested information?
If we do not receive the requested information your listings will remain deactivated. If we receive additional complaints about your listings, we may deactivate your Amazon seller account.
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/us/app/amazon-Seller/id794141485)
or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en) device.
The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Below is my action plan which was rejected.
Dear Amazon Seller performance Team
My listings have been deactivated due to a complaint logged by a customer regarding order listed below:
Used Item Sold as New
From Quantum to Cosmos: The Universe Within
Thank you for allowing me the opportunity to appeal against this and reactivate my listings.
I understand that Amazon takes failures to comply with their requirements very seriously and I would like to share with you my Plan of Action in which I explain what I have done to resolve the issue and what I will do to prevent similar complaints in the future.
I source my books from private individuals and selling books from my own library. These books are in the majority brand new never read. Some books are second hand and I list all books according to their condition. Used books are always listed as used and listed from the drop down menu on how used they are whether as new or acceptable.
There has been an incident recently where a book was sent to a customer that did not match the description. Upon receiving a message from the customer I immediately sent a message back to apologise for this accident. I also sent in that message possible option for me to resolve the issue for the customer leaving it in the customers discretion to decide which action he/she would like to take. This customer replied to my message asking to keep the book and receive a partial refund. I submitted the refund immediately upon receipt of the customers message.
Plan of action: The issue that led to the complaint was that the book contained some pencil marks as described by the customer. This was an omission on my part and resolved immediately with the customer by submitting a partial refund. I have given the customer an option to return the book with return postage paid by me. I have taken a few steps to prevent this incident from happening in the future by implementing a full book check prior to dispatch. If for some reason the book does not match the description for future sales I will get a replacement book sent out to the customer from a variety of sources including quick ordering of a book that does not match the description from local book retailers such as Waterstones, Heffers and Cambridge University Press all of which will be able to provide me with new condition books if necessary within a 24 hour period of time. I have Gone over my inventory in the last 3 days (approximately 1500 books) and have checked that each book listed on Amazon matches the description. All books checked are now matching the description as listed on Amazon. I have taken into account customer feedback which has not revealed any discrepancies in condition of books listed in the past apart from the one incident which led to my listings being deactivated. As always I package my books in safe cardboard packaging which ensures that books bought from my store always arrive in the condition described on Amazon and meets the strict Amazon policies. I am a small seller of books on Amazon. I do not meet the thresholds for Ltd company set up nor do I meet the thresholds for VAT registration. The books I sell are mainly my own books that I have bought over a period of last 15 years creating a small collection of books. I have also purchased many books of of Amazon and am now reselling these. I have also sourced some of my books previously from private people. I do not use commercial suppliers unless the condition of the book does not match the condition specified on Amazon.
I hope that the above plan of action is sufficient to have my listings reactivate and that steps taken to resolve this will prevent any issues arising in the future.
Any advice on how to reword it to ensure that it gets accepted. I understand that nothing is guaranteed I could do with all the help I can get.
thanks in advance