Help with action plan

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Seller_9vYzAspLN0bEC

Help with action plan

I have put wrong stickers on one product and sent it to FBA. This ASIN is blocked for me to sale. Need to do the action plan.
I have done this as per below but support said its not enough.
What can I add?
Copy is below:

Dear Sir/Madam,
Thank you for providing me an opportunity to appeal for reinstate of ASIN: xxxx I have also attached invoice from the manufacture for this product.
In this appeal, I would like to acknowledge and address the mistakes that my business has made which resulted in the suspension of this ASIN.
What went wrong (the root cause):
I have reviewed the performance data from “Voice of the customer”, reviewes, returns report from FBA and sent by myself since 1 January 2021 in order to understand the cause for concern with this ASIN.
I noted the following:
Current NCX index: 5.58% / 14 orders under “Fair” category.
Total orders sold: Qty 890
Returns received: 50
Feedback: I have checked the feedback report from 1st of Nov. 2020 to cover that longer period and this ASIN
I have read through all of the communications received from buyers regarding reasons for returns and feedback submitted, along with the Voice of the Customer reports to understand the main cause for concern. In doing so, it has become apparent that customers main complaints are around:

wrong item being received,
Damaged item and
Inaccurate website description

These issues have been caused due to poor quality control from my side.
I have received the stock from FBA for investigation and I have found that some items were wrongly labelled with FBA stickers leading to wrong items being sent to customers.
I have also found that items were not checked thoroughly for signs of any damage to packaging and product.
This have caused a dissatisfaction from customers leading to negative reviews.
I take full responsibility for this issue and apologise for the damage caused to customers as a result.
As a business, we are committed to providing an effective and high quality customer experience, and take feedback from customers very seriously.

What I have done to fix this issue:
To address this ASIN, as an immediate first step, when I was made aware of these issues, I closed the listing as a matter of urgency.
Regarding the FBA inventory, I have created removal orders of this ASIN. I have received these stock back to me and I have checked the stock.
I have reviewed the product page and photos. In doing so, I did identify an error on the product page which I believe also caused the misunderstanding with buyers regarding the intended use. As such, this has been immediately corrected. I have made sure all information including photos match to the product for sell.
I have checked all of my stock for any quality issues such as packaging labelling and product quality and description to ensure that this issue does not arise in the future.

How I will prevent this issue happening again:
Before listing any product in the future, I will verify that the product information and photos match 100% and they are permitted for sale and fully compliant with all amazon policies and laws. If I have any doubts about whether I am able to list a product on Amazon, I will not list it.
My aim is when listing products is to ensure that the customer is well informed of its use and specification. Thus, I will take this into consideration and ensure accuracy in each product description and photos
As part of my daily and weekly review I will:

Daily:
When sending stock to FBA I will check all stock to make sure all items are correctly labelled and packaged.
Before closing the box for FBA, 2nd person will sample check all stock to make sure all items are labelled and packaged correctly.
When sending orders to customers I will recheck to make sure correct product is being dispatched.
Review Account Health Page for Complaints, Violations and feedback reports.
I will deactivate listing page immediately if any quality issues are found until all issues are sorted.
I will make sure product page and photos are accurate to product for sell.
Monitor NCX rate.
I will take corrective action with the aim of making sure customer is well informed.

Weekly:
Review Amazon’s policies again to ensure that I am updated regarding any policy changes
Check stock quality and remove any items where packaging is damaged or does not meet product expectation (such as being new).
I hope the above explanation illustrates that I have properly reflected on the mistakes I have made and will work hard to prevent this issue from happening again.

I should have been proactive in making sure all stock sent to FBA is correctly label and sampled checked, all product pages and photos are updated regularly to make sure customers are well informed and aware of product’s use. Additionally, I should have checked returns and Voice of the Customer reports regularly.

I welcome any other suggestions that you feel may be useful to help improve as a seller. If you require any more information, please do not hesitate to ask.

I look forward to hearing from you.

Yours Sincerely,

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2 replies
Tags:Customer, Negative reviews
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2 replies
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Seller_64jziShTiTjOq

Nothing! You need to take lots of it away. Your POA needs to be short, simple and specific. Bullet points, not long, waffling sentences. In three parts: 1. Root cause, 2. Corrective measures, 3. Preventive measures - use those part titles to divide your POA up

The root cause is most important. You have to explain WHY things went wrong, not WHAT - Amazon already know that. So, WHY did customers receive wrong items, WHY were they damaged, WHY was the description wrong. Don’t bother with details of particular ASINs or your sales figures etc. Once you have understood and can explain the root cause(s), parts 2 and 3 should be obvious
Part 2 is what you have already done to correct the problem - changed packaging, for example, if that was the cause of the damage
Part 3 is what you will do to stop the problems happening again

I’d advise writing the POA again, from the beginning then post it on here for any further suggestions other sellers can offer.

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user profile
Seller_gOlDFgS5Li5Jc

yes far to long read what olderithian has said and apply his good advice to the letter i would also provide links to policies broken in the what we have immediately done section to show you have read and understood them
post again when you have amended it

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