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
Yes. You are right Kika. After I send the POA about Order Defect Rate exceeding the 1% target. Seller Performance team checked my negative feedback and they sand this email to me. Do you have any advice for next Plan of Action? Please help me!!
Seller_EJIX7rqDNQJi2
As already advised, you will need to post it here for feedback.
Seller_R1tKXFcroAPlg
This is my plan of action:
The root of case:
Some of your buyers have received damaged items.
Additionally some of shipments may have been damaged, incomplete, or lost due to insufficient packaging.
The actions you have taken to resolve:
I contacted with my customer and deeply say sorry to them and I full refund these order for my customer.
I have removed all ASIN related to the defective products complaint and inactive another Asin for carefully checking before relist them o Amazon
The steps I have taken to prevent going forward:
- Before getting an item to sell, I will make sure the item is from a reputable and trusted source.
- Our items will be free of defects, because we will inspect each one as soon as it enters my warehouse and will list them only after such an inspection.
- Items functionality will be carefully tested in all aspects exactly before they will be shipped to customers.
- I will ship only in high quality boxes and depending on the item, I will use high grade bubble wrap for all items and make sure packages don’t come apart when shipped. All items will be packed safely and securely in insure no damages occurs during transit
- All orders will be shipped out by our trained employee. All employees involved with packing and shipping will undergo periodic training.
- Any item in the future that may have a problem will be immediately taken out of inventory, and if a solution isn’t found for the item, it will not be re-listed.
- In case if item arrived damaged or defective, we will give buyers an option to receive a refund or send them a replacement with buyer’s prior consent. we will refund them immediately, and will provide prepaid shipping label where applicable.
- In the future, I will re-list each item again only after we will check every item operates properly.
- I respond to every message from the customers. I already set my email to my smart phone so I can read my customers’ email so I can reply to customers within one hour
I respond to every message from the customers. I already set my email to my smart phone so I can read my customers’ email so I can reply to customers within one hour
I believe my plan of action eliminates all of the issues which led to my suspension. Therefore if willing, I am requesting to be reinstated, to again sell on Amazon. thanks for hearing my appeal.
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:
Seller_R1tKXFcroAPlg
Thanks for your help Kika. That is great. I will update my plan of action. Thanks!!
Seller_hC0hNVDuILaKO
Be very wary of duplicating someone else’s appeal, as Amazon are growing wary of this practice and have said specifically that doing so might, in itself, be enough to cause your appeal to be denied.
Seller_EJIX7rqDNQJi2
You are welcome, please follow my advice and update your current Plan of Action with the help of my example.
I have never advised anyone to copy my appeal and use it.
The pasted quote above unrelated to your situation in any way is a part of Account Health Support’s copy and paste template with which they respond to posters into forums across the world. You can verify it by typing the same paragraph into Google.
They already used the exact same text hundreds of times, as they have several versions of templates to reply to posters, without addressing their specific situation.
Seller_hC0hNVDuILaKO
Using someone else’s appeal could not only cause your listing not to be reactivated, but could prevent you from identifying the issues within your process that should be corrected. Therefore be careful when using @Kika ´s example.
They have a copy and paste template advising people to be careful using your example?
Wow! 
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.
