At the risk of pushing my luck with you, here is my revised version:
Dear Amazon UK Seller Performance Team,
Thank you for the opportunity to resolve this issue. I have included more detail as requested.
What was the root cause of the problem?
The root cause of the problem was an isolated mistake during the final packing process and a lack of awareness of the Condition Guidelines for New Home & Garden items by my shipping partner.
The mistake resulted in:
- The sealed packaging accidently being opened, and then,
- The item falling to the floor, with the moulded plug picking up a scuff mark in the process
The mistake happened at Step 9 of the attached manufacturer’s packing instructions ( KMHM-CA-018 RugBuddy Packaging Rev 2.pdf ). It resulted in the sealed packaging accidently being opened before final packing into the supplied manufacturer’s retail box. We believe the item fell out of the opened packaging, the plug was scuffed inadvertently, and the item placed back in the packaging before being sent to the customer. These actions contravened the Condition Guidelines for New Home & Garden items and led to the complaint. The item should have been rejected.
Supplier invoices from the last 365 days are attached ( Speedheat UKFR 180 Amazon.pdf ). There is a green mark against the product that relates to the ASIN under review. In the Details column the description references whether it was an Amazon order or not. Invoice 13503 (31/10/19) details the new item dispatched to the customer in question, Mrs N C Howard.
Actions we have taken to resolve the issue
I took immediate action with my shipping partner to check that none of the existing stock on hand has had the integrity of the package seal compromised and is packed correctly ( Speedheat UK Letter UKFR180.jpg ). The check indicated that the complaint arose from an isolated mistake with a gap in training leading to the item being sent to the customer.
I control the packing and shipping of my goods through a dedicated team member at my shipping partner who is also the UK Supplier/ Importer. They offered me the chance to set up this facility and BeWarmer Limited remains the only business they serve in this way. As a result, the training, standing instructions, quality control, and choice of courier, are all in my control.
I have contacted the factory to check their packing instructions ( KMHM-CA-018 RugBuddy Packaging Rev 2.pdf ) are current. This has been confirmed by the factory and my shipping partner confirms they have received them ( Speedheat INV UK Letter UKFR180.jpg ).
I double checked with my shipping partner they are following the packing instructions correctly and all relevant personnel have been trained. In addition, I instructed my shipping partner to train staff in the Condition Guidelines for New Home & Garden items ( Speedheat UK Letter UKFR180.jpg ).
I have reviewed the relevant guidelines to ensure ongoing compliance by all parties involved:
Amazon Anti-Counterfeiting Policy https://sellercentral.amazon.co.uk/gp/help/201165970
Product detail page rules https://sellercentral.amazon.co.uk/gp/help/help.html?itemID=G200390640&language=en_GB&ref=ag_G200390640_cont_521
Policies and Agreements https://sellercentral.amazon.co.uk/gp/help/help/521
Prohibited Seller Activities and Actions https://sellercentral.amazon.co.uk/gp/help/200386250
Condition Guidelines https://sellercentral.amazon.co.uk/gp/help/20033950
I have responded to the customer who was happy with my response.
What steps we will take to prevent future issues
Better training will ensure only items that meet the Condition Guidelines for New Home & Garden items will be dispatched to Amazon customers.
The manufacturer’s factory specific instruction on how to box and pack the heater in the UK ( KMHM-CA-018 RugBuddy Packaging Rev 2.pdf ) will be followed at all times. Items that do not meet the Condition Guidelines for New Home & Garden items will be rejected.
On my regular visits to my shipping partner I will carry out spot checks on the products and the training.
I will continue to oversee the training.
I will continue to closely monitor all returns and customer queries for quality issues of any kind. If a root cause appears, I will immediately withdraw the item from sale pending investigation and resolution of the issues.
I will continue to only source genuine product from the sole UK Supplier/ Importer who is also my shipping partner.
Sourcing: The ASIN B00H7YV1YG product is made exclusively for BeWarmer Limited by the manufacturer Klimax Manufacturing (Pty) Ltd. My shipping partner and trusted supplier, Speedheat UK Limited, is the sole UK Supplier/Importer ( Speedheat UK Letter UKFR180.jpg ). No wholesalers are involved and there is no risk of counterfeiting.
Listing: The product is described correctly as ‘NEW’ on Amazon. There is no ambiguity and the customer is well informed. It is clear that the seller is BeWarmer Limited.
Packaging : The product is in its original packaging as listed on Amazon. Items are delivered to my shipping partner in individual sealed bags. The manufacturer also supplies the retail boxes in flat form to be made up by the shipping partner in accordance with the manufacturer’s Quality Assurance instructions ( KMHM-CA-018 RugBuddy Packaging Rev 2.pdf ). All documentation within the packaging makes clear the seller is BeWarmer Limited.
Shipping: The product is stored, packed, and shipped appropriately. Shipping is handled by DHL and tracking codes are entered for each order.
Review: This is the first comment of this nature in nearly 6 years selling the product on Amazon. The Feedback Rating is 100% Positive over the Lifetime of my Seller Account. This action plan has addressed the need for a specific understanding of the Condition Guidelines for New Home & Garden items by my shipping partner. Any future packing mistakes, including where the sealed packaging has been opened, will result in that item being rejected. Monitoring and spot checks will continue.