Amazon appeal denied, help needed !
Hi
My long-run amazon account was suspended few days ago due to inauthentic issue ( genuine products,not Fxxk, just different region)
I sent my appeal letter and POA, failed, i fixed it, sent again, got denied after 12hr.
amazon is asking me to send again. i don't want to be failed again, so help needed.
last email from amazon:
We received your submission but do not have enough information to reactivate your account at this time.
Please send an updated plan of action that explains:
-- Greater detail on the root cause(s) that led to the complaints about the authenticity of your items.
-- Greater detail on the actions you have taken to resolve the complaints about the authenticity of your items.
-- Greater detail on the steps you have taken to prevent future complaints about the authenticity of your items.
Here are a few things to consider as you create your plan:
--Sourcing: Are you sourcing the product from a trusted supplier?
--Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
--Packaging: Is the product in its original packaging as listed on Amazon?
-- Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
--Review your communications from buyers to better understand the issues.
--Be as specific as possible in your plan.
--Do not limit your plan to issues with specific orders.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
My original POA:
Dear Sir/Madam
I do appreciate the opportunity you given to address the issue due to customer’s complain relating to inauthentic products sold on Amazon.
I fully understand Amazon takes complains about inauthentic or counterfeit products sold on amazon very seriously and I’d like to share my plan of action in which I will explain what happened and what I have done to resolve this issue and what I am going to do to prevent similar complains in the future.
Root of cause
I received complain(s) from buyer(s) regarding the products I sold on Amazon is inauthentic related to ASIN: xxxxxxxxxx
After contacting my supplier and checked the returned products, I found that my supplier mistakenly mixed up Asian version products to my EU version. I totally bought 60 units pf this products from my supplier, after checking the store left, my supplier mixed up 5 units. That's why buyers may think they bought an inauthentic products.
Also I found few of returned products have a little bit damaged on packaging, few of them seals are open, that may be caused during the transaction, but they are all in original manufacture's packaging.
I attached two invoices in which you can find all of my supplier’s information: telephone number, website, price I bought. I have been doing business with my current supplier for a long time, they are very reliable, no genuinity issue at all. They can be contacted anytime during working hours.
What I have done:
I have already removed all of them from inventory and sent back to my supplier. I won’t relist them until Amazon allow me to.
I have refunded all complains which relating to this issue.
I have employed a part time employee to check all products before sent to Amazon. The employee will carry out a fully check to make sure that products, packaging, serial number are all compliant with Amazon’s policy.
I have carefully reviewed all my listings to make sure all of them are as same described as Amazon are.
What I am going to do:
Before listing any products on Amazon, I will verify the serial number, make sure everything is identical as Amazon’s listing.
I will regularly read Amazon’s guidelines and policies to make sure that I am not in violation of any rules.
I will check with my supplier and employee every day to make sure all of my orders are prepared correctly.
All products sent to FBA will be double packaged, this can hugely reduce the chance that products get damaged during transaction.
I will deal with customer's emails or complains more carefully and efficiently. Reply them within 12hr, so customers can get a better services and have more faiths on Amazon.
I believe that my plan of action are efficient can resolve this issue and i can continue to sell on Amazon.
I am looking forward to hearing from you soon.
Yours sincerely
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