Plan of Action - Waste of Time!

Hi Kika,
Here is my second revised POA after the first one was recommended that we make changes as you suggested.

The suspension was entirely due to INR.

We have not received any reply apart from" we will notify you within 24 hours" message 6 weeks ago.

During a conversation with ES regarding another matter, we asked if they had received our plan of action and the lady said that they had and that it all seemed to be good and in order and to expect a reply soon.

Dear Amazon.co.uk Seller Performance Team.

Thank you for providing us with the opportunity to appeal to our seller account’s suspension for it’s Late Shipment Rate exceeding the 4% target.

We understand that Amazon takes failures to comply with their requirements very seriously and we would like to share with you our Plan of Action in which we explain what we have done to resolve the issue and what will we do to prevent similar complaints in the future.

What happened:

1. The defective order rate exceeded the 1% target due to two A-Z claims from customers for items which where not delivered. Since we process orders the same day this has caused our account’s Defective Order Rate to significantly exceed the targets.

2. Also we did not use a fast and reliable shipping courier who offered tracking and signing facilities.

3. Our staff had not been properly trained in checking order status and ensuring that all customer messages have not been answered on time.

What we have done to address the issue:

• All remaining orders, which were received prior to the suspension were shipped (and confirmed as shipped) on time. Also, customer messages regarding the delay of order confirmation were answered in a timely and professional manner and we apologised for the inconvenience.
. We have found a fast and reliable courier service here in the UK who can offer us quicker delivery times to Spain and can receive complaints and act upon them more efficiently. All orders will be sent using this carrier.
• We have assigned one of our employees to check, each day if all orders were shipped and correctly marked as dispatched in our seller account before the end of the day.
• We have implemented order management software to ensure we do not have situations of late shipping again. The system will also ensure that only products in stock are listed for sale on Amazon.
• We have carefully reviewed all Amazon poucies and guidelines, especially the ones regarding the minimum performance tarqets and requirements to ensure that we exactly know what Amazon expects from us. This will help us maintain our account in a good status.

What we will do to prevent similar problems in the future:

• All orders will be shipped within the Expected Ship Date and confirmed as dispatched in our seller account on time, we will use our new fast and reliable shipping carrier who will obtain signatures for proof of delivery, this we hope will prevent late delivery and non receipt complaints.
• From now on, we will only use Amazon’s ‘Buy Shipping’ option to purchase postage for all orders, which
automatically updates order status to shipped, therefore prevents this from happening again.
• As soon as our account gets reinstated, we will increase the handling time by 31 days to cover any unexpected order processing delays.
• At the first sign of something that may cause potential shipping delays, we will put our account on vacation settings.
• We will be closely monitoring our account’s metrics to ensure that we meet all the performance targets.

We believe, that this plan sufficiently addresses the Issue and will prevent it from happening again. We look forward to have our selling privileges restored.

Sincerely, account name