Appeal Letter to Amazon Japan
Hello, I have written this appeal letter according to Kika’s recommendations. I will much appreciate if one of you can verify and give me feedback before I sent it out.
Should I use the first person everywhere, or go with “we” as a business?
Is the letter too long?
Thank you wonderful people of this forum! 
Also, the account is not suspended, its under review. Should I say that in the very beginning instead of suspended?
Dear Amazon.jp Seller Performance Team,
Thank you for allowing me the opportunity to appeal my seller account’s suspension. I have laid out our plan to address and fix this issue, with the intention of getting our account restored and re-establishing our valued relationship with Amazon.jp.
What went wrong:
The suspension arose following a misunderstanding with Japanese customs, which resulted in a delay and many of our customers not receiving their package in a timely manner, or not at all in some cases, as their packages were withheld and stuck in customs.
This resulted in substandard performance that did not meet nor fulfill Amazon.jp’s, nor our company’s, standards of quality.
Additionally, I did not fulfill my requirements as a seller, as I did not verify that every customer successfully received their order. I also did not adequately communicate with my customers regarding their order, leaving many without a proper answer regarding the status of their order.
I take full responsibility for all of these issues and would like to share my plan of action with you, which describes how I will prevent this from happening in the future.
What I have done to fix the issue.
I have been in contact with the Kinki Regional Bureau of Health and Welfare in order to get to the root of the problem and understand the reason why our shipments were blocked and held at customs.
I have personally contacted all of our customers who were affected by this situation and have had their packages withheld at customs, and have offered them a full refund, or the option to have a new compliant product shipped to them at no extra cost.
Immediately after detecting that our product was getting blocked at customs, I deactivated our listing on Amazon.JP in order to prevent any further unsatisfactory customer experiences, and prevent any additional customers from being affected by this situation.
I have taken all the steps in ensuring that all current and future shipments are compliant with Japan’s shipping and importation norms and regulations so that there are no more delays or blockages at customs.
What I will do to prevent this from happening again:
I have permanently changed the labeling of our packages to ensure that all current and future shipments are in abidance with all of Japan’s shipping and importation regulations. Due to this change, all current and future shipments will successfully get through Japanese customs without encountering any problems.
I have put a system in place that automatically detects this issue, so that if any similar problem were to arise, it would be detected and dealt with immediately, preventing a similar situation of this magnitude from happening in the future. By implementing this measure, I have changed our response from a reactive one to a proactive one, which ensures that I am closely monitoring the shipping process from start to finish.
I have implemented a strict procedure that ensures that if a problem should arise, my customer support team communicates with the customer within the same business day to inform them of the situation.
I have hired an additional employee whose primary responsibility is to ensure a 0% Order Defect Rate. This employee will be closely monitoring and overseeing all orders purchased through Amazon.jp. That employee also speaks Japanese.
I will regularly review and monitor relevant policies and regulations to ensure that I can take immediate action if any changes are detected, to prevent any future occurrences of a similar event.
I believe that this plan sufficiently addresses the issue and will prevent it from occurring again at any point in the future. I look forward to being in contact with you and to have my selling privileges restored.
Thank you for taking the time to read my response and my plan of action.
Sincere regards,
[x]
0 replies
Seller_szlg9mwshA8mO
Should I use the first person everywhere, or go with “we” as a business?
I don’t think it matters. Although ‘I’ does assume more personal responsibility, which might be better.
Is the letter too long?
It looks a little wordy to me. Perhaps be more concise.
Seller_EJIX7rqDNQJi2
What was the suspension reason? If your account was suspended due to it’s ODR exceeding the targets, were all complaints solely related to late-receipt and non-receipt issues or was there any complaint about materially different/damaged items?
Assuming that the suspension reason was ODR and non-receipt issues, I would alter it like this:
Dear Amazon.jp Seller Performance Team,
Thank you for allowing me the opportunity to appeal my seller account’s suspension due to it’s Order Defect Rate exceeding the 1% target.
What went wrong:
- Over the past few months I received multiple complaints from customers in the form of A-Z claims and negative feedbacks complaining about non-receipt and late-receipt issues.
-This was caused by a misunderstanding with Japanese customs, which resulted in a delay and many of our customers not receiving their package in a timely manner, or not at all in some cases, as their packages were withheld and stuck in customs.
I take full responsibility for all of these issues and would like to share my plan of action with you, which describes how I will prevent this from happening in the future.
What I have done to fix the issue:
-I have been in contact with the Kinki Regional Bureau of Health and Welfare in order to get to the root of the problem and understand the reason why our shipments were blocked and held at customs.
-I have personally contacted all of our customers who were affected by this situation and have had their packages withheld at customs, and have offered them a full refund, or the option to have a replacement shipped.
-Immediately after detecting that our product was getting blocked at customs, I deactivated our listing on Amazon.JP in order to prevent any further unsatisfactory customer experiences, and prevent any additional customers from being affected by this situation.
-I have taken all the steps in ensuring that all current and future shipments are compliant with Japan’s shipping and importation norms and regulations so that there are no more delays or blockages at customs.
What I will do to prevent this from happening again:
-I have updated the labeling of our packages to ensure that all current and future shipments are in abidance with all of Japan’s shipping and importation regulations. Due to this change, all current and future shipments will successfully get through Japanese customs without encountering any problems.
-As soon as my account gets reactivated, I will update the Handling Time to cover any order-processing delays.
-I have hired an additional employee whose primary responsibility will be to closely monitor our metrics and provide customer service for all orders purchased through Amazon.jp. That employee also speaks Japanese.
-I will regularly review and monitor relevant policies and regulations to ensure that I can take immediate action if any changes are detected, to prevent any future occurrences of a similar event.
I believe that this plan sufficiently addresses the issue and will prevent it from occurring again at any point in the future. I look forward to being in contact with you and to have my selling privileges restored.
Thank you for taking the time to read my response and my plan of action.
Seller_d5xGVic0qWqw7
You need tovadd.
You will add trackedcservices in all orders and only send on tracked services so the customer can monitor their orders and ensure they see the issue. As you understand they need some info to follow the parcel and see any issues online etc