Listing Suspended - Plan Of Action Response Time
Hi Folks,
My listing was suspended 10 days ago due to a customer reporting my item was “used condition sold as new”. I won’t go into this here, suffice to say this is not the case, but does anyone know how long I’ll have to wait for a response to my plan of action I submitted 10 days ago? I’ve opened a new case, but been told to submit the plan of action, which I have now done twice.
Thanks in anticipation.
Al
12 replies
Seller_EJIX7rqDNQJi2
According to my own experience, with a good appeal, you should be getting a response within minutes.
Please see my thread on the subject:
If your Plan of Action is too long, difficult to read, written in unusual format or includes multiple attachments, it can take longer, even several days or weeks to receive some kind of a response.
Seller_k5W9lFuj6R3uv
Also you must consider most of what you write is machine read…in fact all those delightful ingratiating platitude loaded ‘have a nice day’ emails are all machine read. This we have proved in the past as a negative feedback from a non FBA sale was removed in a nano second when we reported it as abusive
Seller_VfwBqSFEdI0gt
I’ve copied the following from a new thread I started as a member suggested it would be better here.
Message begins>>>>>>>>
I’ve had no reply to my two emails appealing my FBA listing removal for a buyer complaining I am selling a new item as old. I presume the item has received damage somewhere along the process.
I’m happy with my plan of action (enhanced robust packaging, outlined in text and photo attachment). The following is what I’m having a problem with.
"Also include the following information for each ASIN:
Copies of invoices or receipts from your supplier issued in the last 365 days. These should reflect your sales volume during that time.
Contact information for your supplier, including name, phone number, address, and website."
I am a self-published author, who paid for and supplies all copies of the book. The print run was a one-off of 2,000. I still have half the stock in boxes, in brand new condition, as supplied to me. The invoice I have from the publisher/printer is over 365 days old. And therein lies the problem, and probably why I’ve had no response.
Anyone here had a similar issue they’ve had resolved?
TIA
Seller_VfwBqSFEdI0gt
Back to the original question - I received an email this morning re: my appeal. It was from Amazon US support saying they couldn’t deal with it as the email I was using wasn’t associated with them (US). I have a .com seller account, selling the same item.
I’ve just got off the phone to UK support - the email in the listing removal notification pq-policy@amazon.com was incorrect, it should have been pq-product-review@amazon.co.uk! I thought it odd the Removal Notification came from US rather than UK where the complaint originated.
So, I’ve submitted the appeal again.
Seller_VfwBqSFEdI0gt
Just received a reply - from amazon.de, signed off by amazon.co.uk !!!
Once I managed to translate it, I discovered my appeal had been unsuccessful -
Good day,
We have received your submitted documents, but these are not enough to re-enable your account.
Please send us an updated action plan with the following information:
- Comprehensive details on the causes of complaints about the condition of your items
- Comprehensive details on the actions you have taken to resolve complaints about the condition of your items.
- More comprehensive details on the steps you have taken to avoid complaints about the condition of your items in the future.
When creating your plan, keep in mind the following points:
- Source of supply: Are you purchasing the product from a trusted supplier?
- Offer: Is the product description on Amazon correct? Have you ensured that it is clear and informative for the customer?
- Packaging: Is the product in the original packaging as offered by Amazon?
- Shipping: Have you taken all necessary steps and quality checks to ensure that the product is properly stored, packaged and shipped?
- Read the messages from your buyers to better understand the issues.
- Be as specific as possible in your plan.
- Do not limit this plan to problems with specific orders.
- Copies of your supplier’s invoices or receipts issued within the last 365 days for the ASINs listed below
- These documents should show your sales in the last 365 days.
- Enter your supplier’s contact details, including name, phone number, address and website. We may contact your supplier to verify the documentation. Of course we will handle this data confidentially.
- You can remove the price information, but the rest of the documentation must be visible. You can mark or circle the ASIN (s) under test to speed the review.
You can only send files in PDF, JPG, PNG, or GIF format. These documents must be genuine and true to the original.
How do I send the required information?
Please send the above information to pq-product-review@amazon.de.
What happens if I do not provide the requested information?
If we do not receive the requested information, your account may be disabled.
We’re here to help!
For assistance with creating your action plan, see the Seller Central Help Center (https://sellercentral-europe.amazon.com/gp/help/200370560).
You can view your seller service at https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq or “seller service” on the home screen of the Amazon Seller app on your iOS (https://itunes.apple. com / DE / app / amazon-seller / id794141485? mt = 8) or Android device (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android & hl …) choose. See the seller performance metrics monitor to see how well your account performs in terms of seller performance statistics and policies required to be sold on Amazon.
Type of complaint: Used item sold as new
Sincerely,
Seller Performance Team
https://www.amazon.co.uk
Here’s the plan of action I sent, minus the images showing the improved packaging. Despite not being able to see details of the customer complaint (I’ve simply been told it was “used sold as new”, nothing in Performance etc) I suspect the sticking point is the invoice being over 365 days old, even though the books are in new, unused condition. Anyone know how I should go about it, or should I consider closing my account and having the remaining stock returned? Thanks for reading this far.
Dear Amazon Product Quality Team,
I would like to appeal the removal of my listing ASIN ********** due to a “Used Sold As New” product condition complaint.
I understand Amazon takes complaints about product quality very seriously and I would like to share with you my Plan Of Action addressing the issue.
Plan Of Action
What caused the complaint:
After reviewing my account and shipping practices I have determined the following was the cause of the complaint:
- Insufficient individual packaging - each item (identical books) was shipped unprotected in boxes of six books per box. As a result, each book was not individually protected in transit and was potentially susceptible to damage.
What I have done to prevent further complaints:
Personally inspected each book from my remaining stock, and discarded any items that do not meet the condition “new”.
Each book has been packaged in strong protective packaging (bubble wrap) and replaced in boxes, which due to the enhanced protective packaging now contain five books, rather than six as originally shipped.
Each box has been covered in industrial strength plastic ‘rubble’ sacks, to prevent any further damage occurring to the box in transit, and therefore the books. Each box has also been wrapped with tape marked as “FRAGILE”.
Further action to prevent complaints in the future:
Upon shipping to Amazon, any future items (books) will be further inspected for damage, and packaged as outlined above.
I have attached images which show the enhanced packaging, plus the original invoice for 2,000 books.
I believe my Plan Of Action sufficiently addresses the complaint occurring in the future, and I look forward to having the listing reinstated and continuing to sell on Amazon.
