Action plan help
Hi so i had to give amazon an action plan.
Its been rejected 3 times.
This is the most recent email back.
Hello
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of
– Greater detail on the actions you have taken to resolve
– Greater detail on the steps you have taken to prevent
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
My action plan isn’t great hence why i’m here for help. Which would be appreciated.
If anyone could point me in the right direction for help.
Thanks
12 replies
Seller_BS5lg2keRs2QO
Two things would really help us help - what you were suspended for (you seem to have deleted some of the info) and your most recent submission.
Seller_gOlDFgS5Li5Jc
yes as demel has already said more info needed like amazons original deactivation notice and your latest poa
Seller_sfwRAlcULe0ju
It was for late shipment rate below 4% i did ship i just forgot to click dispatched.
When they called i missed it and i did contact amazon and they said there was nothing on my account for me to appeal. Then i got the notification below.
Dear badgepinworld,
We attempted to reach you by phone to discuss the status of your account.}
More than 4% of your recent orders were confirmed after the expected shipment date. Your account will be temporarily deactivated in 72 hours if you do not address these defects.
Why is this happening?
More than 4% of orders were confirmed to have been shipped late. Late shipment rate should not exceed 4% and is calculated over 10 and 30 day windows. Amazon’s Late Shipment Rate Policy can be found at (https://sellercentral.amazon.co.uk/gp/help/200285190).
What’s next?
Send a plan of action within 72 hours that explains:
– The root cause(s) of the late shipment confirmations
– The actions you have taken to resolve the late shipment confirmations
– The steps you have taken to prevent late shipment confirmations going forward
How do I send the required information?
Please submit your plan by responding to this email from your case log in seller Central at this link (https://sellercentral.amazon.co.uk/cu/case-lobby).
What happens if I do not send the requested information?
If we do not receive the requested information within 72 hours, your account will be temporarily deactivated.
My most recent plan of action rejected.
Greater detail on the root causes of late shipment confirmations: my late shipment rate was below the satisfactory rate for amazon.
Greater detail on the actions you have taken to resolve late shipment confirmations: we have a dedicated staff member checking orders and dispatching orders with the appropriate courier on time.
Greater detail on the steps you have taken to prevent late shipment confirmations going forward: we have a member of staff always checking orders and making sure they are shipped on time. We will carry on improving and dispatching quicker.
I was trying to keep it light. But it isn’t great. And now they have added section of information to the recent notification. This is it below.
Hello
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root causes of
– Greater detail on the actions you have taken to resolve
– Greater detail on the steps you have taken to prevent
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
How do I send the required information?
Submit this information by following the instructions in the banner on the top of your Account Health page:
https://sellercentral.amazon.com/performance/notifications?ref=ah_em_op
What happens if I do not send the requested information?
If we do not receive the requested information within 14 days of the original notification, your account will remain deactivated.
We’re here to help
If you have questions about this policy or information requested above, please contact us at:
https://sellercentral.amazon.com/cu/contact-us
Additionally, please find assistance creating a plan of action at:
https://sellercentral.amazon.com/gp/help/G201623610
You can view your account performance at https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_op or by selecting Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Seller_KPduqTYZ5TzLd
Hi Iain1987,
As you have mentioned that the selling privileges of your account has been taken down due to Late Shipment rate issue and the appeal that you have submitted were not accepted.
Hence I would like to inform that you would need to consider the following points while drafting an appeal:
- Root Cause: You will have to correctly identify the reason the issue has happened (in details).
- Corrective action : You will have to mention the ‘reactive approach’ that you have taken after getting notified regarding the same.(for example : how did you shipped the orders which got delayed etc)
- Preventive measure : You will have to mention in detailed manner, the ‘proactive approach’ that you will be taking in order to prevent any issues pertaining to late shipment in future (for example :which policies will you refer to and what measures will you take to ensure that you confirm the shipment on time).
In order to get an overview regarding the sample appeal, please click on the URL mentioned below:
https://sellercentral-europe.amazon.com/gp/help/G201623610
I would also like to appreciate the inputs given by @ Tomahawk_Sports and @ The_Little_Shop.
However, it would be great if you can share the appeal so that the Forums Community can help you with the same.
If you have further concerns, please post the same so that the Forums community can help.
Regards,
DIRUSH
Seller_sfwRAlcULe0ju
Hi thank you for giving me the chance to appeal our account suspension ban for late shipment rate exceeding 4% target And order defect rate exceeding 1%.
Root cause:
•Recently due to unexpected failure of our franking machine we failed to ship our amazon orders on time. Since we marked these orders one day late this caused our late shipment rate to significantly exceed targets.
•our staff weren’t trained to deal with this and ship orders on time.
The actions you have taken to resolve defect:
•All other orders prior to the suspension were shipped on time and confirm as dispatched. Also, all customer messages relating to these orders were answered in a timely and professional manner and apologised for the inconvenience caused.
•We have trained all staff on how to ship and confirm dispatch on all orders and to check every day.
•we have invested and implemented management software to ensure we never have late shipments again. Also the system will ensure stock of items as well.
•We have reviewed and read all amazon policies and guidelines, especially the one’s on performance metric targets. To make sure we know what amazon expect of us.
The steps you have taken to prevent defect:
•We will make sure all orders are shipped and dispatched on time on the expected ship time.
•From now on we will only use amazon “buy shipping” to buy postage for all orders, which will automatically dispatch the orders on time. There for preventing this happening again.
•At the first sign of any potential shipping delays we will put out account on vacation settings.
We believe, that this plan of action sufficiently addresses the issue and prevent it from happening again. We look forward to having our privileges reinstated.
Yours sincerely.
Would this be ok?
Seller_sfwRAlcULe0ju
Small update. This got accepted. Thanks for your help.
