PLAN OF ACTION Please Help me - ODR
My account is under suspend due to [Order Defect Rate] is over 1%. After I submit plan of action and seller performance team send email to me:
Dear ,
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root cause(s) of shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the actions you have taken to resolve shipments being damaged, incomplete or lost due improper packaging.
– Greater detail on the steps you have taken to prevent shipments being damaged, incomplete or lost due improper packaging going forward.
– Greater detail on the root cause(s) of customer complaints of unresponsive or poor customer service.
– Greater detail on the actions you have taken to resolve customer complaints of unresponsive or poor customer service.
– Greater detail on the steps you have taken to prevent complaints of unresponsive or poor customer service going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
How do I send the required information?
Please reply to this message with the requested information.
What happens if I do not send the requested information?
If we do not receive the requested information within 14 days of the original notification, your account will remain deactivated.
Please help me with this Plan of Action. Thank you so much
Seller_EJIX7rqDNQJi2
Unfortunately, this Plan of Action wasn’t accepted by Amazon as it doesn’t offer sufficient steps and actions addressing the situation.
Also, I would advise you to rework the format and include more details.
Here is an example appeal addressing the issue, which should help you improve your current Plan of Action, but definitely don’t copy any full sentences and talk about your specific situation:
19 replies
Seller_sskdn8N7vF307
Hi StoreLive,
Would you be able to post your latest appeal that explained the situation in its entirety?
Whenever your submitted documents are rejected, it’s a best practice to respond with a plan of action highlighting everything you have identified.
After reviewing your post you share with us, I can see that the de were suppost to address three issues on your orders:
- Item received damaged
- Customer service
In general, your plan should be structured, concise, and detailed to the core issues detected within your account. I suggest following these guidelines from now on:
- The root cause of the issue (After reviewing your current business model and processes, why do you believe you are receiving this type of complaint?)
- The steps you immediately took to resolve the root cause(s) you identified (What have you done, and what did you change within your business model or processes to eliminate those root causes?)
- How you will avoid similar issues from happening again (Provide a timeline. Think long-term.)
Once you have revised your plan, feel free to share with us for more feedback!
Seller_EJIX7rqDNQJi2
From your post it sounds like this is a typical suspension due to your account’s Order Defect Rate exceeding the 1% target, where the defects were caused by complaints related to “Items not as described” issues and poor customer service.
Based on Amazon’s response it looks like they completely rejected your Plan of Action, so you should definitely post it here for feedback.
Seller_R1tKXFcroAPlg
The appeal of Kika is great. It help a lot of seller reactive their account. Thanks Kika. Thanks for your great help!
Seller_R1tKXFcroAPlg
Hello KiKa,
I updated my appeal and submit to seller performance team. This is email from them:
We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:
– Greater detail on the root cause(s) of customer complaints of unresponsive or poor customer service.
– Greater detail on the actions you have taken to resolve customer complaints of unresponsive or poor customer service.
– Greater detail on the steps you have taken to prevent complaints of unresponsive or poor customer service going forward.
Can you give some advise to appeal this case. Thanks Kika
Seller_R1tKXFcroAPlg
This is Plan of action:
Dear Amazon Seller Performance Team
Thank you for your opportunity to appeal my Seller Account’s suspension due to my Order Defect Rate Exceeding the 1 % target.
I understand that Amazon takes failures to meet their strict conditions very seriously and I would like to present you my Plan of Action.
The root of case:
-
I received negative feedbacks complaining about unresponsive or poor customer service.
-
This was caused because I wasn’t properly prepared. I failed to respond to customer concerns on time
What I have done to resolve the issue:
I checked the entire message in buyer massages especially the massages from the customer that cause the complaint. And I responded all unresponsive massages and say sorry about the bad experience that they had. I also give them the best offer for each order.
What I will do to prevent this from happening again:
I have carefully read and reread all Amazon’s policies and help pages, especially the ones regarding minimum performance standards and product condition guidelines, to ensure that I don t violate them again.
I will regularly review my performance metrics to verify that I am within Amazon’s targets. All customer messages will be answered on time, return requests will be authorized within 24 hours
I also hire an employee in charge of customer service. She will take care the messages, return request from the customer.
Now I set my email to my smartphone so when I receive the email from Amazon and my customer I can handle and response to them ASAP. All customer messages must be answered as quickly as possible and I will offer the best solution for the problems that they meet. I promise that I will bring the best experience for Amazon customer. They will happy and more confidence when shopping on Amazon.
I believe that my Plan of Action sufficiently addresses the issues noted in the suspension notice and I am looking forward to continue selling on Amazon.
Regards,
What you you think about my appeal? Can you give me some advise? Thanks Kika
Seller_R1tKXFcroAPlg
Sorry Kika, My English not good. This is my updated plan of action:
Dear Amazon Seller Performance Team
Thank you for your opportunity to appeal my Seller Account’s suspension due to my Order Defect Rate Exceeding the 1 % target.
I understand that Amazon takes failures to meet their strict conditions very seriously and I would like to present to you my Plan of Action.
The root of the case:
-
I received negative feedbacks complaining about unresponsive or poor customer service.
-
This was caused because I wasn’t properly prepared. I failed to respond to customer concerns on time
What I have done to resolve the issue:
I checked all the buyer messages especially the messages from the customer that cause the complaint. And I responded to all unresponsive messages and say sorry about the bad experience that they had. I also give them the best offer for each order.
What I will do to prevent this from happening again:
I have carefully read and reread all Amazon’s policies and help pages, especially the ones regarding minimum performance standards and product condition guidelines, to ensure that I don t violate them again.
I will regularly review my performance metrics to verify that I am within Amazon’s targets. All customer messages will be answered on time, return requests will be authorized within 24 hours
I also hire an employee in charge of customer service. She will take care of the messages, return requests from the customer.
Now I set my email to my smartphone so when I receive the email from Amazon and my customer I can handle and respond to them ASAP. All customer messages must be answered as quickly as possible and I will offer the best solution for the problems that they meet. I promise that I will bring the best experience for Amazon customers. They will be happy and have more confidence when shopping on Amazon.
I believe that my Plan of Action sufficiently addresses the issues noted in the suspension notice and I am looking forward to continue selling on Amazon.
Thanks for your time to read my appeal.
