Account Deactivated - Appeal Letter Help

Hi, I have sent numerous appeals to amazon and they keep asking for more information. I spoke to amazon last week and altered the appeal based on their feedback and it’s been denied again. Any help appreciated. We have been off amazon for nearly 2 months it’s getting to the point where I’m thinking of just paying a company to write it

My name is XXX. I am the director of XXX. Thank you for giving us another chance to provide further information to appeal our suspension for late shipment rate exceeding 4% and order defect rate exceeding 1% target
We understand Amazon takes failures to comply with their requirements and targets very seriously. Please see below our revised Plan of Action showing what we have done to resolve the issue and will prevent similar complaints in the future.

ROOT CAUSE OF PROBLEM
• We thoroughly reviewed our order fulfilment process and through our deep dive we found that our Royal Mail account had a technical issue, that did not automatically update our shipment details to Amazon. Despite the orders being shipped within the Expected Ship date, the Late Shipment Rate exceeded the 4% limit.
• A customer was not satisfied with the quality of the item. This resulted in our Order Defect rate exceeding 1%. We asked for images of the affected product and compared it to the other items and found no issues.

IMMEDIATE CORRECTIVE ACTIONS
We have taken the following corrective actions:
• We took ownership of the issue. The orders were delivered on time, shipment details were manually added to amazon.
• We have not received any complaints from our customers due to late shipment. If we do receive a customer complaint, we will immediately issue a full refund and the customer can keep the item.
• All remaining orders which were received prior to the suspension have been shipped and confirmed on time. Any customer messages have been answered the same day.
• Once we inspected the provided pictures of the Order Defect. We confirmed that there was no issue with the product. We have been making this product for 30 years and have never had a customer complaint before.
• I informed the customer that there was no issue. Despite of this Issued the customer with a full refund to ensure customer satisfaction is met and adhere to our own high standards.

CORRECTIVE LONG-TERM CHANGES TO BUSINESS TO PREVENT FUTUER ISSUES
• We opened a Hermes business account. We have a Hermes account manager who configured the integrated software to update the shipment status and tracking details in Amazon automatically. This removes human error and stops this issue from happening again.
• The parcels are being collected daily at 3pm by Hermes, instead of dropped off at a collection point.
• All parcels ordered before 2:30 pm will be processed and sent the same day.
• We have removed our SKU from the Seller Fulfilled Prime shipping template and increased the handling time by 1 day. This will give us extra time if anything unexpected happens and manage customers’ expectations.
• If we suspect any incident that may cause us shipping delays, we will ship the parcel using next day delivery option with Hermes, to ensure the shipment is received on time and will inform the customer. We want to strive for a business that’s ‘customer obsessed’ and earn our customers trust.
• All staff processing orders are now required to visually check all orders are successfully marked as SHIPPED with valid tracking within Seller Central. All orders will be shipped within the Expected Ship Date and shipped on time. We will now contact buyers as early as possible if any problems occur to apologise and update them
• We will closely monitor our account health dashboard and metrics daily to ensure that we meet all the performance targets. We will download reports and investigate if any metric is below standard.

CONCLUSION
We take full responsibility for the satisfaction of Amazons’ customers. We believe this plan addresses all the issues and will prevent similar issues from happening again. We look forward to having our seller privileges restored.