Hi Peter I have just got reply from amazon. It looks like they have accepted my invoices. However they are still not satisfied with my POA. Can you please help. This is what I have sent them.
Dear Amazon product Quality Team.
I am really sorry that we have received these complaints. we understand amazon Takes these complaints very seriously and we also understand that it is very important for our own business as well to make sure that customer receive the products they ordered and it exactly matches the listing. we are and we will continue to improve our service.
A plan of action that explains:
- The issue(s) that led to the complaints about the product condition or description of your items.
we have gone through messages we have received from our buyer and have looked into the cause of these complaints.
we receive these complaints because :
-the table has a protective film on them. which has scratches on it. on opening the table customer would not realise that it has protective film on it and it needs to be peeled before building the table
-Another issues we have with product was that the side panels did not have sufficient packaging around it due to which it was getting damaged in transit.
-Another issue we have identified we need to provide more pictures of the product with much more detail pictures.
-one more issue we identified is customer buying this to match the product with other range of furniture that they already have
- The actions you have taken to resolve the issue(s) that caused the complaints about the product condition or description of your items.
In order To remedy The situation We have done following.
-we have contacted all Customer With who have had problems and accepted their returns.
-we have free of charge hassle free collection for them and once collection is done I have fully refunded buyers Straight Away.
-Every time the product is Sold I will personally Check the product and make sure it has sufficient packaging around at least a layer of bubble wrap to prevent any damage.
-I have also put further set of instructions on the table to help customer.
-Further to do this I have put our company protective seal which advice customer to not accept if it is broken.
The steps you have taken to prevent future complaints about the condition of your items.
in order to further prevent Future complaint this is what we have.
I have Took more pictures of The product to show how the product looks in much more details and will update once listing is reinstated as it is not letting me update at the moment.
I have took picture of protective film on the product and will update on listing as it gets reinstated which also explains customers that protective film needs to be peeled before building table.
I have Also included extra set of instructions as well.
I have made sure this product is has bubble wrap packaging on.
Dear Amazon Product quality. I will make sure that I add all instruction in order to prevent these complaints in future. you can also see few pictures I have took to update on listings page. I am really sorry and apologies inconvenience this has caused customers. I have also attached invoice from product as well. I hope This information is enough to reinstate the listing. if you need anymore information Please contact me.
This is what they have replied me.
Dear seller asin : asin. We received your submission but do not have enough information to reactivate your listings at this time. Please send an updated plan of action that explains: – Greater detail on the root cause(s) that led to the complaints about the condition of your items. – Greater detail on the actions you have taken to resolve the complaints about the condition of your items. – Greater detail on 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? --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 above information to firstname.lastname@example.org. 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.