PLEASE HELP. Account suspended due to “inauthentic” complaints received

The last POA I sent

Problem Identified: Product authenticity complaints.

Greater detail on the root cause(s) that led to the complaints about the authenticity of our items

a. We understand that Amazon that to implement this step to maintain a safe selling environment and even though when Amazon contacted us, with the initial issues we failed to respond to some queries in time, rest assured the changes were implemented by us.

b. Team the product is of low cost so we agree the build quality is not that good as compared to other expensive & branded. We have all the invoices that you have required

c. I have provided my Product invoices along with the plan of action to this mail for your kind consideration.

d. As a seller, I was never communicated on the repercussions of listing other standard branded items listing. All the above was a consequence of my lack of awareness on Amazon’s policies and eagerness to sell quick and more.

e. We were unaware of the policies of Amazon which led to the unsatisfactory service to the customers.

Greater detail on the actions we have taken to resolve the complaints about the authenticity of our items.

a. First of all we have delisted all the items for which we received inauthentic complaints from our inventory even if we have purchased the invoices.

b. We will be sourcing all our products directly from the company/authorized suppliers/distributors and will be selling only those products for which we ourselves are authorized sellers.

c. We will also duly check the details of the related suppliers’/distributors from whom we buy items if any and maintain the proper copies of POs, receipts, or invoices as well.

d. We have decided to contact the manufacturer to know the right distributor in our locality before procurement of any products - Without written communication from manufacturer regarding the right distributor, we shall not buy from anybody.

Greater detail on the steps we have taken to prevent future complaints about the authenticity of our items.

Sourcing Details
a. We will always buy products (Branded or Generic or new or old) with proper computerised invoices no matter how much promises of authenticity our supplier makes. if the supplier doesn’t agree to provide us brand authorisation letter or the written consent of the right owner to sell the products, we will not purchase from him.

b. While sourcing products from new supplier we will keep in mind two things:
• Supplier has proper documents to verify the products authenticity and have good repute in the market also.
• He is easily verifiable and if possible he should have online presence.

Listing
a. We will timely conduct listing audit to rectify all our listing mistakes and to enhance our listings with more accurate/updated details. To take care of the above, we have decided to hire Amazon SPN Big Faction for personalized catalogue based on our product.

b. For all other generic products there will be clearly mentioned that it is a generic piece or is compatible product not the original one. Also we will clearly mention in product detail pages that whether the product is paperback or hardcover. This will lead to no confusion to the buyer with products authenticity.

Packaging & Shipping & QC
a. Only Manufacturer’s box/package will not be considered as packaging material for transportation. Only new packaging material would be used to pack products.

b. We have enrolled few more staffs (2 persons) and started to train them regarding proper order processing, packaging and shipping methods.

c. I along with my new team will perform few inspections on each and every product before shipping the products which includes:

i. Inspecting for barcodes, MRP labels, trademark signs, copyright signatures, logos( which reflect colors) and the quality of pages to ensure customer never doubt our product authenticity and he can conveniently cross-verify the same.

ii. Inspection for product condition (Wear & tear, Old Stocks, liquidation stocks) to ensure customers receive product as new.

iii. Crosschecking the product packaging to ensure it is transport worthy and to ensure there are no rips and holes in the packaging.

d. All the discarded products will be kept under defective products shelves on our warehouse and will be liquidated or if possible will be returned back to the supplier.

e. Last but not the Least Replacements, Returns and Refunds will be taken care with due responsibility keeping customer delight and trust in mind. This will ensure buyers trust on us and on Amazon too.

Thank You