Suspended account
i have been suspended and require a POA. Amazon has responded that they could not find a POA addressing the issue of ‘Not received’ complaints.
Can anyone give me tips what they wan to hear, as i have already mentioned sending my stock into FBA, no drop shipping, only selling what we have on hand, and a new software that keeps track of inventory and tracking, and contacting customers before they contact us!!!
thanks
0 replies
Seller_0pkMTMROIPEmY
You will need the post the full suspension notice on here to gain definitive advice.
Seller_0pkMTMROIPEmY
You need to rewrite the below plan of action to precisely match your circumstances, Amazon check if the POA is simply cut and pasted from existing POA’s so you need to ensure it matches your exact circumstances but this is the style and template required for reinstatement assuming the information provided is correct and this purely relates to late despatch of orders only.
Dear Amazon Performance Team
We have received notice that our seller privileges have been suspended, because some of our buyers have not received their orders on time.
We recognize and understand mistakes resulting in this suspension. I will list our mistakes and the issues with our processes that resulted in this suspension , including our plan of action going forwards to ensure we fully abide by Amazon policy.
• We have marked orders late for despatch causing a delay for customers
• We have not always used a trackable delivery service to ensure receipt of goods
• We have not allowed enough time to process the orders causing some delay to customers
• We have not accurately set the delivery timescale on delivery options
Action plan to rectify and remedy these issues, ensuring we abide by Amazon’s policy:
• Delivery times will now be set exactly accordingly to the delivery service used.
• I will always allow some extra time (2-3 days) when setting up delivery options, so the buyers will receive their orders within estimated delivery time.
• Every order will now be posted within 24hrs.
• Every order will be shipping using a trackable signed for delivery service, including Royal Mail, UPS, DPD and ParcelForce.
• Where an order dictates we will use a priority delivery service that is trackable, signed for and which the courier offers a delivery within 24/48 hours
• We will ensure every order that is marked despatched is now immediately loaded with the relevant courier trackable delivery information
• We will monitor delivery progress on all orders and where we are notified of a delivery issue by the courier, with a particular order , we will immediately notify the relevant customer.
• We will now have a dedicated full time member of staff checking our inventory stock levels to match that precisely of what is available for sale on our Seller account avoiding any stock availability issues.
• We will investigate the use of more FBA Services migrating some lines to the FBA Service to improve service levels further.
We have now dedicated a member of staff to ensure we abide by Amazon policy. Their primary role will be to check our order processing and inventory levels on a full time basis ensuring we comply fully with Amazon policies.
At XXXXXX we strive to achieve the highest possible standards that Amazon expects.
Amazon is the number one market place in the world and we are proud to be part of it. We have been selling very successfully on Amazon for many years and look forward to a continued partnership and growth in the future.
Seller_QazMzCawBjyi9
This was my original response
Receiving the email from the amazon performance team, informing us that our selling privileges have been temporarily removed has been of great concern for us at xxxxxxx Ltd. We instantly down to analyze the email received, to understand in depth the concern the Amazon team had with our performance as a seller on its platform, to pinpoint and address the issues that we failed at.
We understand after evaluating our recent seller performance, we have fallen below the standards of Amazon as well as our own, as a seller on the Amazon platform. The point of concern as stated on the email and shown up on or metrics is our ODR rate, that is more than the target <1%.
As can be seen, we have a pretty good history of a high number of sales always meeting Amazon’s ODR target, which we constantly monitor to insure Amazon’s customer satisfaction. This is for us an honor and its our utmost priority, upkeeping the integrity of this platform.
I would like to appeal to you the decision to suspend our account, by giving an insight on how we came to this situation and to outline our plan of action, to ensure that this situation should never happen again.
We believe we went below the expected ODR due to the A-Z claims (order numbers 202-97xxxx67-0865158, 203-xxxxx2-5694751, 202-5xxx0-9064312) and negative seller feedback (203-0xxx5-6577166 , 026-xxx976-6092357, 203-6340xxx5162701, 205-95xxx24-7776351, 205-14xxx6-0001161) have been due to the failed delivery of orders! The A-Z claims (and one feedback) were for one SKU only DA-Mxxx-V5WG. The negative feedbacks, SKU VA-xxxx-09YM and UD-xxxx-K674.
We believe that there is one main of concern. Just recently we have started a new contract with a vendor, and unfortunately, they had let us down dramatically, failing to deliver on their promise after informing us that the orders had been dispatched. Please note that the orders in question are all within 8 days, and only 3 different items. Due to this, we were forced to cancel several orders, that have also had a negative effect on our Pre-fulfilment cancellation metrics.
Now, we take full responsibility for this as it was and always will be our responsibility to guarantee 100% customer satisfaction, by delivering on time, supplying good quality products and providing a professional customer service.
When these would occur please be assured that we gave it our 100% to keep customers informed and reply to any concerns raised by customers, to ensure full positivity from customers.
With this knowledge we are taking the following steps to we outperform Amazon’s expectations:
- First and foremost, we will be sending 95% of our inventory to FBA centers as this would ensure quicker and more efficient delivery.
- With regards to listing new items, this will only be done when we have the products on hand, and we are certain of on time dispatch and delivery. Once this is done this will also have to pass by myself the owner of the company before the final go ahead is given to list the product.
- We have heavily invested in a new software that was built to eradicate any such issues, its mission is to keep track of inventory, shipping and to follow up on delivery to confirm customer has received their order. This will also give us immediate heads up, to proactively contact customers if the need would arise.
- We have removed any previous products that have not yet been put through the previously mentioned screening.
- With regards to customer service, we have taken on additional two members of staff with the task of dealing appropriately with any customer needs. One of whom, will have the primarily responsibility to check for any A-Z claims and deal with them efficiently. He will also have to report back to me, twice a week if any claims were made and how he dealt with them.
These steps are obviously in addition to following the steps suggested by Amazon:
6) Improve inventory control by reducing the number of items offered until we have the system mentioned above fully in place to more adequately handle the number of orders we are receiving.
7) Most importantly, we will continue responding more efficiently and proactively to any problems with customer orders to keep our customers more informed and help prevent A-z guarantee claims.
8) In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.
Please grant us sort of a grace period to prove our commitment to ensure 100% perfect performance.
Seller_QazMzCawBjyi9
they said i was still missing, what do you think?
Seller_0pkMTMROIPEmY
This POA will not work the use of phrases such as “We believe” in place or “we have” , Amazon also aren’t interested in the issues related to your supplu chain, what they want to see and hear is acceptance of the issues that caused the suspension and what steps you have actually taken to address these issues , ensuring this will not occur in the future. It needs to be clear and concise as per the template provided.
An example phrases like below , Amazon do not care about apportioning blame or the supply chain to you as such and stating “We believe” would indicate you don’t actually know the route cause of the problem.
We believe that there is one main of concern. Just recently we have started a new contract with a vendor, and unfortunately, they had let us down dramatically, failing to deliver on their promise after informing us that the orders had been dispatched
Seller_QazMzCawBjyi9
Right, i understand the point that you are making.
I will include your advice in my new POA
Thanks and G-d bless!
Seller_QazMzCawBjyi9
This is the original suspension notice;
Hello,
We’ve noticed that there have been problems with more than 1% of your recent orders from Amazon customers. As a result, we have temporarily deactivated your account. Funds will not be transferred to you but will stay in your account while we work with you to address this issue.
Why?
Your Order Defect Rate exceeded the target of 1% specified in our Order Defect policy (https://sellercentral.amazon.co.uk/gp/help/200285170). Order Defect Rate is calculated as the percentage of your orders that received an A-to-z claim, negative customer feedback, or a service chargeback.
What’s next?
First, please ship any open orders as quickly as you can to ensure customers receive their items on time to avoid further impact to your Order Defect Rate.
Second, determine what is causing the problems with your orders, make certain that the issue causing the problems is resolved, and put measures in place to ensure that you are able to fulfill orders free of defects.
Once you’re confident in your ability to fulfill customers’ orders without defects, you can reactivate your account by clicking on the button below. If you do not reactivate your account within 17 days, we may cancel your listings. Funds in your account may be held for about 90 days or longer.
Reactivate your account here: (https://sellercentral.amazon.co.uk/appeal/gateway?ref=enforcement_email_iw)
More information
–Click here (https://sellercentral.amazon.co.uk/cu/contact-us/cmn/SPERFORMANCE) to have an Account Health Specialist contact you if you need assistance or if you believe your Order Defect Rate is incorrect.
–Learn about the Order Defect policy (https://sellercentral.amazon.co.uk/gp/help/200285170).
–You can see the health of your account in the Performance section of Seller Central https://sellercentral.amazon.co.uk/gp/seller-rating/pages/performance-summary.html).
Sincerely,
Seller Performance Team
Amazon.co.uk
Seller_QazMzCawBjyi9
I then received this to my original POA;
Hello,
We received your information, but your plan is not complete. Our review of your account found the following problems.
Some of your buyers have not received their orders on time. Explain how you will prevent non-receipt and late-receipt complaints in the future.
To sell on Amazon.co.uk, please reply to this message with your plan to address these issues. Once we receive your plan, we will review it and decide whether you may sell on Amazon.co.uk again.
For help creating your plan, search for “Appeal the Removal of Selling Privileges” in Seller Central Help.
To talk to someone about this email, you can ask our Seller Support team to contact you (https://sellercentral-europe.amazon.com/hz/contact-us/performance).
We look forward to hearing from you.
Sincerely,
Seller Performance Team
Seller_0pkMTMROIPEmY
The POA I provided sucuessfully resintated another suspended Seller within 48 hours , according to above they have already rejected the POA you have submitted
Seller_QazMzCawBjyi9
correct, here is a draft following your points;
- We have altered our lead times to ensure they a realistic to our delivery capabilities. For an extra precaution we will add on an extra day or two.
- All orders will be posted within 24hours, with a tracking service using only reputable companies as Royal mail DPD and DHL that are know for their fast and efficient service.
- Orders that will be dispatched, will have all the relevant courier and tracking information.
- We will also be monitoring progress on orders, so that if the need would arise, we would contact the relevant customer and update them on the status of their orders.
- We are also sending most of our stock to be fulfilled by Amazon, to improve customer service.
- We have now a staff member that will be dedicated to stock check and order capabilities working full time, to ensure that we meet Amazon’s policies.
