Hi Guys

I have been suspended for over a week now for used as new product complaints. All of the ASINs in question have been dealt with previously with successful POA. Last week Amazon linked all of these complaints together and suspended my account.

The complaints came about for a few reasons but mainly because I sell different conditions of the same stock and due to rushing to get orders out (staff sickness left me short handed) the incorrect condition was dispatched to the customer and some of the boxes were not in pristine condition. It did also come to light that I had listed a few products with poor product descriptions about the item and the packaging.

As I had previously put in successful POAs for these exact same ASINs I am at a loss as to why my subsequent POAs have been unsuccessful. I have had generic emails back from Seller Support just saying the usual. However, one email did mention that they could not except the invoices as the supply chain could not be verified. This was my last appeal so please can someone on here tell me what I am doing wrong?

Dear Amazon Seller Support

I would like to appeal the deactivation of my account for “Used Sold As New” product condition complaints for ASIN: BOOM7UJBBK, BOOKW7QCFS, BOOKW7QFJ6, BO72KDL969, BOOLGVD7YI, BO71FTHR5P, B07BZ6KGVH, BO7B26K8MD, B079VLQRFJ, B00LGVD7YI, B071FTHR5P, B07BZ6KGVM, B07BZ6K8MD AND B079VLQRFJ

I fully understand that Amazon takes these kinds of complaints seriously, and as such I would like to share with you my Revised Plan of Action to show how I rectify these problems and what I have implemented to prevent any further complaints.

What caused the complaints:

After undertaking a full review of my account, product reviews and return comments, I determined that the complaints came about from several reasons, 1) Insufficient Product Description, 2) Packaging and Posting, 3) stock sourcing, 4) Chaotic storage & dispatching and 5) Incorrect staffing levels

Product descriptions: The description I entered for these ASINs were insufficient and lacked comprehensive details about the product condition and its packaging

Damaged packaging and posting: I had sent out stock in damaged packaging with no additional packaging to prevent any damage in transit.

Sourcing stock: I had been sourcing stock from suppliers that could not verify the supply chain

Storage: Amazon Stock in our warehouse was chaotic and not properly sign posted, which lead to the incorrect stock being picked and dispatched.

Lack of Staff and Training: Not enough staff to cover the huge increase in sales we have experienced since becoming SFP and to cover for unforeseen staff absences like sickness

What I have done to resolve these complaints :

All pending orders were immediately shipped as per Amazons policies.

Returns were authorised immediately.

I contacted the buyer, in a timely and professional manner, apologised for our mistake, explained what had gone wrong and asked what I could do to resolve their complaint whilst also providing them with an option of resolutions.

I personal conducted a stock take and undertook a quality control inspection of all remaining inventory.

I removed from my inventory any products that could possibly lead to further complaints. Any products with damaged packaging was immediately discarded.

Stock purchased from suppliers whereby I could not verify the supply chain has been deleted from my inventory.

What I have implemented to prevent similar complaints going forward :

Product Description : All our products have now been checked against Amazons ASINs description and are now all fully compliant.

Packaging : All orders are now wrapped in bubble wrap to prevent any damage in transit

Sourcing & Suppliers : I will only source stock direct from manufactures and reputable suppliers here in the UK.

As the invoices I have already submitted cannot be used as proof of purchase, due to not being able to verify the supply chain, I can only tell you that I will no longer sell any of ASINs in question and that these ASINs have now been permanently deleted from my inventory and will never be sold again. I no longer source stock, from any these suppliers, for resale on Amazon.

Inventory Management & Warehouse : I have personally taken over this role to ensure that stock is being stored and rotated correctly and any products with damaged packaging are immediately discarded. All inventory that is advertised for sale on your platform has now been stored in a separate location in our warehouse to prevent incorrect stock being picked. The warehouse has now been clearly signposted to prevent incorrect stock being picked and dispatched.

Staffing & Training : I have taken on another member of staff to assist during busy periods and to ensure that there is adequate cover for staff sickness and holidays. All staff have been retrained to enable them to provide cover in all aspects of the business, including monitoring account health in seller central.

Amazon Policy’s : I have re-read all of Amazons policies and guidelines to eliminate any ambiguity that I had, and I will continue to do this so that I am up to date with any changes in policy, so that I can react proactively .

FBA Possibility : If my account is re-instated I will make enquires to see if it would be beneficial to our company to use Amazons FBA, thus further reducing the possibility of this problem arising again

I believe that my POA adequately addresses the issues that you have raised with me and I look forward to having my offers re-instated and my account suspension lifted.

I have attached the supplier invoices, as per your request. These invoices are highlighted show the ASINs in question, and the Supplier contact details etc.

Kind Regards