Product suspended plan of action
hi can anyone help please ive got to produce a plan of action to get a product re listed as a customer reported the item purchased was not new as described ive had all the stock checked in amazon and they are as described new
i have sent in my plan and they have rejected it but dont give me any advice or pointers why?
has anyone got any experience of this that could look at my plan and advise please
i have sent them this and the invoice what do you think?
thanks in advance
darren
Plan of action for
Gardeners Mug and Glove Gift Set with Rainbow Beetroot Seeds…
B07SQS1X89
a, what went wrong
a customer purchased 2 sets of bees gardeners mug and gloves and seeds set when they arrived one item was damaged and the other had a component missing the customer then gave me 1 star feedback and logged them as used condition they were not in used condition but were damaged I believe in transit
b, what I have done to fix the problem
the item is in fba so I requested to have the stock visually checked in the amazon warehouse they have been checked and I have been told by seller support they are all in new condition as described and can be sold
I was asked to give seller support the customers purchase id to reinstate the listing however I believe the customer has had a refund and now I can’t find any trace of the transaction only her bad feedback
c, my prevention for future products
all future shipments will be checked at my suppliers warehouse by myself prior to delivery to amazon warehouse
all my goods are supplied from a trusted and experienced supplier in the uk that I have known for over 10 years and not imported the quality is as new
I have had no contact or communications from the buyer as the item is in fba (I answer any questions I may get in a quick and timely fashion
as stated above I will personally check all future deliveries before shipment to amazon in the future
d, the supplier of this product is
4 replies
Seller_hC0hNVDuILaKO
Please do not send that plan of action as it is extremely unlikely to succeed.
You are not supposed to focus on specific orders, but rather on the issues that surround the problem.
What went wrong therefore was not that this particular customer received damaged goods… but that an order was delivered damaged and missing parts due possibly to insufficient packaging to protect the goods in transit.
What you have done to fix the problem should have several actions
1: make the affected customers whole by refund or replacement
2: bin check to confirm the status of thr remaining stock at FBA
3; Implemented new packaging procedures at the suppliers to ensure future stock is better protected
etc
Future steps
Ongoing QC checks
Ongoing improvements to packaging prior to dispatch to FBA
etc
You need to be more specific about the cause [not this one customer] the actions you have taken, and the actions you will take.
At the moment you have been a little too vague.
Also this isn’t about authenticity so no need to bring up the subject of who your supplier is
Seller_EJIX7rqDNQJi2
Unfortunately, the Plan of Action is too short and it isn’t written in the proper format.
I would advise you to check out my thread with detailed instructions how to appeal Customer Product Condition Complaints:
Appealing “Used Sold As New” Customer Product Condition Complaints.
Also, here is an example Plan of Action which you can use when improving your current one, but don’t copy full sentences:
