Re: amazon suspended. Appeal letter
here is my appeal letter. let me know how it is.
Dear Amazon,
Our account has been suspended due to multipleUsed Item sold as new, Damaged/defective Item and Incomplete Item
complaints. Thank you for bringing these issues to our attention. We take full responsibility for theses issues and we came up with the plan of action to avoid future complaints.
1. Description of the issues that caused the complaints.
Complaint Type: Used Item sold as new
I have received multiple customer complaints that some of my items were used/scratched. This complaint was due customer returns that were sold as new again.
Complaint Type: Damaged/defective Item
-We have received two complaints that items arrived broken. We first thought this was our couriers fault however we identified that our packing materials were inadequate.
Complaint Type: Incomplete Item
-The customer ordered two sets however due to human error we only sent one.
2. Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again.
Complaint Type: Used Item sold as new
We now understand that selling used items as new is against Amazon Condition Guideline. Even if item looks like new, once unsealed can’t be sold as new again. We will take following steps to avoid this issue from reoccurring.
1)We have stopped selling customer returns as new. From now on each return will be carefully checked and sold as used.
2)We have prepared a dedicated area for returns to make sure they won’t mix up again with new stock.
3)We will double check each order before shipping so as to make sure that all my orders leave my warehouse in a brand new condition, sealed, with no defectives, etc. We believe, this will reduce number of complaints to zero.
4)We have also invested in new packaging material to ensure each order arrive in mint condition.
Complaint Type: Damaged/defective Item
As both item were damaged in the post we believe that this is due inadequate packing materials we used.
We will execute the following plan of action to prevent this issue from reoccurring:
1)We have invested in best packing materials we could find: boxes, bubble wrap, extra strong sellotape, encapsulated-air plastic sheeting
2)We will use “fragile” stickers on each shipment.
3)From now on we will purchase insurance for each of our shipments, we have also communicated the problem to the courier and asked to handle our items with care.
Complaint Type: Incomplete Item
1)We have implemented a physical checklist for those pulling items so that incorrect items will never be shipped.
2)We assigned one employee who is responsible for making sure that each shipment match the order
3)We will be sending a personalised feedback request letter with every order. This will make sure we know about any dissatisfaction immediately.
3. Any additional details you would like us to know.
Please accept our apologies for this mistakes. We will take all necessary steps to avoid it in the future. We fully understand that we must learn from this incident and prevent it from ever happening in the future. We pledge to only list products that comply with all Amazon's policies and guidelines.
With the above steps taken, we hope to avoid these kinds of problems and we hope we can still be a valuable asset to the Amazon Marketplace. We are open to any thoughts and feedback as well based on your recommendations so that we can rebuild your trust in our account.
We are committed to complying with Amazon's policies, and we are pleading for a reinstatement of our selling privileges.
Thank you for consideration
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