Deactivated account late shipment confirmations., receiving only automated feedback

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Seller_0UmOnEk7mbvhX

Deactivated account late shipment confirmations., receiving only automated feedback

Hello,

our account was deactivated due to late shipment confirmations. At first we sent a poor appeal, then they asked us for more information, I visited this forum to gather more knowledge about how we should do it and finally wrote down what I considered is a fine appeal.

The thing is, we have been rejected again, but Amazon message is the same automated message that they sent before, so we have 0 feedback about what we have to document better.

Can you please check it out and help? Thank you in advance.

This is our appeal message:

– Greater detail on the root cause(s) of late shipment confirmations.

During some weeks, the person responsible to manage Amazon orders was out of the office due to sudden health issues. The person who temporarily took her place was not properly trained and the processes were not properly designed and on paper, therefore we failed to manage the orders in time due to the lack of knowledge of this person.

– Greater detail on the actions you have taken to resolve late shipment confirmations.

We temporarily changed the handling time for most of the items as a measure to deal with the issue while we made sure that our staff could handle the orders correctly.

Also, the customers were notified about the delays.

The person who was responsible for the task in the beginning finally came back and kept performing her tasks as usual.

– Greater detail on the steps you have taken to prevent late shipment confirmations going forward.

We have designed and published among our staff a detailed guide about how the orders from Amazon should be managed to avoid that kind of problem in the future.

We also arranged a short internal workshop to teach our staff about how to manage Amazon orders and all the things they should be aware of in order to ensure that the orders will be managed properly independently of who is in charge.

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26 replies
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Seller_BS5lg2keRs2QO

If nothing else your responses aren’t in the order Amazon would expect. Whether that is enough to get a rejection i don’t know, but worth changing to remove the risk. For example, the detailed guide / workshop should be in actions taken.

What i’m not clear about is whether this is purely about late shipment confirmations or also being late to send stuff out. I would guess it is both since you mention notifying customers - but it isn’t really clear.

For your root cause of staff sickness, i’m not sure where changing the handling time comes in. Was it done after a week of late orders or only after a warning from Amazon? I’m also not really sure it is a fix - it is a temporary measure which alleviates some pressure but doesn’t seem to address the root cause of staff not knowing what they are doing.

For the “going forward” section, this is about ongoing maintenance of standards. So you will need to reflect that with things like, for example, refresher training, perhaps some job shadowing etc

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Seller_ovMH8VuyV3OaR

You need to take it higher , ie email the managing director at Amazon - this is getting beyond a joke now

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Seller_zglo62a63bLtm

Did you add in the training plan you created? In instances like this, you should be adding supporting documentation.

I personally think your appeal is quite undetailed, and you need to break down the grammar into better bullet points. Starting a sentence with “Also, the customers were notified about the delays” is too conversational.

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Seller_cDarHnP6PRJ0v

Hello @Industrial_Surplus_M,

From your post I understand that your account has been taken down for late shipment issue and you want recommendation as to how you can improve the action plan which was rejected.

Going through the details which you shared there are areas which needs to said correctly as the action is not up to the mark.

In corrective measure you have to write about the temporary measure which you have taken to resolve the issue at that time. What happened to the orders which were pending? Here as you are stating that the handling time have been changed, kindly mention what was the previous handling time and what is the updated handling time?

Here you have to state what will be future steps according the reason which you have stated in the Root Cause. How will you ensure Amazon that the same issue will not occur? What will be the preventive measure which will be applied if you have the same issue? How are you keeping back up for the person who is not available? Did you already trained them? If yes, how will they help you, please share the process. If no, when will you train them?

The action plan needs to as detailed as possible and the process should be clearly understandable. Make sure you implement the changes before providing the Plan of action.

Regards,
Dhoni

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Seller_PUgTge8LPB8FY

Encouragingly, @Dhoni_Amazon_old has now given you valuable advice about sections 2 and 3 of your POA. Do make the most of it!

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Seller_0UmOnEk7mbvhX

Hello,

I have rewritten the POA according to Dhoni and others in the thread suggestions, please let me know what do you think:

– Greater detail on the root cause(s) of late shipment confirmations.

The root cause was that we lack to foresight a backup plan in case the person in charge to manage the orders wasn’t available.
During some weeks, the person responsible to manage Amazon orders was out of the office due to sudden health issues. The person who temporarily took her place was not properly trained and the processes were not properly designed and on paper, therefore we failed to manage the orders in time due to the lack of knowledge and training of this person.

– Greater detail on the actions you have taken to resolve late shipment confirmations.

The pending orders were finally shipped with a delay.

We temporarily changed the handling time for most of the items from 2 days to 5 as a measure to relieve the problem for new incoming orders while we made sure that our staff could handle the orders correctly.

In the end the person who was responsible for the task in the beginning finally came back and kept performing her tasks as usual.

– Greater detail on the steps you have taken to prevent late shipment confirmations going forward.

In order to avoid this problem happen in the future, we have ensure that everyone in our staff is able to properly manage amazon orders if needed as a backup measure by doing this:

• Proper training. We have already made a workshop in the company to teach everyone how to manage the whole process relative to Amazon orders.
• Proper documentation. We have compiled and distributed among our staff a guide documenting all the steps and precautions they have to follow in order to ship the orders in time.

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