Account suspended plan of action requires more details
I have had my account temporarily deactivated, for complaints of Used Items being sold as new, the problem is most of the ASINs are concerning items of my own brand, which we import directly from the manufacturer. But it all seems a bit weird, I have had emails in French and German randomly. I have also had an email thanking me for complying with there standards, and then I have had another email after a week stating that i need to provide a Plan of Action within 24 hours. I did provide this Plan of Action, with guidance from the Amazon Account Health team, and it got rejected as they wanted more details. I provided this another 4 times in the space of 24 hours every time with more detail, but really couldn’t provide much more. Then i got an email of items being inauthentic, and within minutes my account was deactivated for the original reasons. Items are not inauthentic, as they are of my own brand registered on Brand Registry, all seems very strange. I have filed an appeal, but it is not too different to my Plans of action, I am really stuck with what to do.
12 replies
Seller_hC0hNVDuILaKO
Please post your suspension notice and latest POA so that effective advice can be given.
Redact any personal info first though.
Seller_s3YzLfkQHSyU2
The appeal
- The root cause of the issue
Hi, There are two complaint Types, So lets handle them one at a time:
Complaint 1) New Items Sold as New - All these items are Brand New purchased from the Manufacturer, Many of these items are of our own Brand, and we purchase directly from the manufacturer. There have been issues where some items have come marked, we have had batches in the past such as - Manufacturing Faults which were identified very early and the stock was disposed of and destroyed, evidence can be shown, however the Root issue in this case seems to be that boxes containing the goods are getting damaged in transit, and items are getting scratched, which is causing buyers to complain.
Complaint 2) Items not as described: - This listing was under our own brand and then it changed a while back, we showed this through elements within the listing, and an appeal was in our favour for this, since then we have not listed this item and not sold this item in about a year. B00DDUOKC8 - The description of this item seems accurate, however we will remove this listing from our sales to avoid any further issue.
- The actions that you have taken to resolve the issue
Complaint 1) We have issued refunds without returns or replacements without returns to any and all complaints we have received, to rectify any shortfalls to the customer.
We have started packing goods with more sustainable outer postal packaging.
We have introduced a quality check process on all our goods in our warehouse, before being accepted in our stock.
Complaint 2) As mentioned we have removed the listing B00A1EKU78 and created another listing identical to it, to make sure the item is exactly as described. B00DDUOKC8 - We have now removed this listing from our inventory, ad will create an accurate listing of our own for this item, with the exact details with the actual item infront of us.
- The steps that you have taken to prevent the issue going forward
Complaint1)
We have already instructed our Manufacturers/Suppliers of improving the quality of the individual boxes for each item. Thus making them stringer and more sustainable during transit.
We have Introduced Fabric Covers over the Main element of the item, preventing any chance of any scratches or damage occuring within transit.
We have Also fixed any moveable objects within the packaging, so there is nothing within the item that can move to damage the item with.
We have also got our suppliers to add a dedicated member on quality control for just our items, this person will be in charge of making sure all items are of the best quality and packaged within the new standards set.
Complaint 2) We have already removed both listings from our inventory and will be making new original listings, with the item in front of us, providing high levels of details to the highest accuracy, within the standards set by Amazon
