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Default Amazon declining Plan of Action after Amazon Spain suspension

My Amazon Spain account was suspended a couple months ago due to the Order Defect Rate. The account has received 3 A-to-Z Guarantee claims with a 10% ODR rate. Two of the claims were for non-receipt of orders. One of the tracking stated delivered although without a signature and the other even stated return to sender. I submitted a Plan of Action 4 times with Amazon declining each one. Please advise what else I can say to Amazon to prevent future non-delivery or delayed orders.

The Plan of Action and the Amazonís appeal rejection response has been posted below

Any help would be appreciated
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Default Re: Amazon declining Plan of Action after Amazon Spain suspension

Plan of Action

Dear Amazon Spain Seller Performance Team

Further to your latest email regarding our appeal we hope that you will allow us the opportunity to reply and address this final part in order for our sellers accounts to be reinstated.

We understand that Amazon takes complaints of non-receipt of orders very seriously and we would like to share with you our Plan of Action in which we explain what we have done to resolve the issue and what we will do to prevent similar complaints in the future.


What happened:
- Three customers opened an A-to-Z Guarantee Claim and which two complained they did not receive their goods or that their orders have arrived late. This took our Order Defect Rate over the 1% in order to sell on Amazon. Therefore, resulting in us losing our selling privileges and a suspension from Amazon.


What we have done to address this problem:
- We've identified the issue why some buyers have not received their orders. With a small percentage of orders, sometimes they're not sent to the warehouse team due to a computer error on our system. The error has been identified and now been resolved.

- All orders are now dispatched using a signed courier service rather than a trackable service. If a customer does complain about non-receipt of package, then we'll know that this is a genuine complaint, as a signed service is more reliable at confirming if the customer has received it. The issue will be solved swiftly and a replacement will be immediately dispatched. Prior to the suspension, we mistakenly thought that the packages had been delivered.


What will we do to prevent similar complaints in the future:
- We'll be changing to a different courier with a more speedily service when posting to mainland Europe. Thereby speeding up the delivery times and the customers will now receive their orders before the Estimated Delivery date. This will eliminate the complaints in regards to delayed orders.

- The orders will be dispatched on the same day if we receive them before 4pm. Before orders were posted the following day resulting in a longer lead time.

- Every order will be double checked and our system will be improved to make sure every one is dispatched to prevent orders from accidently not been posted.

I apologise if some customers did not receive their orders or that the orders were delayed. We'll make sure this issue will not happen again. We believe this plan sufficiently addresses the issue and we hope we will be able to continue selling on Amazon.

Sincerely

FK Stores



Amazonís appeal rejection response

Dear Customer:

We have received the information, but your plan is incomplete. In reviewing your account we have discovered the following problems.

Some buyers have not received their orders on time. Indicate how you will avoid complaints about merchandise not received or received late in the future.

To sell on Amazon.es, respond to this message with a plan to solve the problems. Once we receive your plan, we will review it and decide if we allow you to sell again on Amazon.es.

If you need help creating your plan, search for ďReverse revocation of sales privilegesĒ in Seller Central Help.

If you have any questions related to this email, ask our sales support team to contact you (https://sellercentral-europe.amazon....us/performance).

We are waiting for your notice.

Cordially,
Sellerís performance
Amazon Services
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Default Re: Amazon declining Plan of Action after Amazon Spain suspension

Need to have be more to the point and include more reasons. Several things that are wrong with the plan

Amazon Spain is usually not too hard to appeal. I have sold there myself for years

pm if you need help with any specifics
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