we are contacting you regarding our seller account suspension on amazon, and we have realized that our seller shipping delay rate already reach the 43.73%. I’m so sorry for that, we once proviced bad buying experience to our customers. The most reason was because is that sometimes, when the customers pleace order on weekend and near weekend, I ignored to inform the warehouse to pack and delivery the packages. I’m very sorry for the result. today, when we saw the letter, and I found out that, because of my mistake, I have brought big trouble to our Account, I feel very sorry for that. and our manager blamed me serious, and strictly require me that I must report the shipping information to him everyday, including weekend.
Now the whole department have attached great importance to this case. we have reached several steps to prevent the same problem happen again.
1. we’ll pay more attention on preparing enough inventory on our warehouse. once any item was geting out of stock, get supplement again ASAP. in this way, once we receive order, we could pack and send out the product ASAP.
2. Everyday, when we receiving order, we must send them out at the same day. we’ll arrange someone on duty at the weekend. Incase our customer place order in weekend, we’ll have colleagues to pack and send out the packages.
3. From now on, our department will have a meeting everyday in the afternoon, to discuss the problem we met and confirm the shipping information of the whole day.
4. We’ll require our cooperated Forward Agency to come and delivery our package everyday, even weekend. everyday’s packages must be sent out at the same day.
5. From now on, most of our products will be sent to Amazon Store, using FBA.
All of our company will try our best to clean up the problem of delay shipping rate problem. at the same time, we’ll also try our best to improve our customer service, timely customer communication, to solve any problems, to improve our customers’ satisfaction.
I believe improving inventory management, timely delivery, improving customer service, could improve our customer satisfaction. We hope Amazon can listen to our plans and restore our sales privileges. We’ll become one of the best sellers of Amazon in the future.
Any way we are so so sorry for the delay tracking rate before. In the future, we will try our best to send out the parcel within one working day, not less than two days in the weekend . Our purpose is to provid every customer with good item and great service.
Thanks for your time and looking forward to consider this appeal.
If you have any other question, please feel free to contact us, we’re awaiting for your reply.
Thanks for your patience about our issue. We extremely apologize for the inconvenience to you.
We got to recognize that we made a mistake and may infringe the intellectual property rights of others. When we received your email about this issue we have created remove order of our FBA stock to prevent the similar complaint. Now we have send an email to amazonsupport@XXX.com at June 15, 2017 plead them to withdraw the complaint and we have to make a commitment to them:
we will never sell this products again in the future and to our behavior made the most sincere words of apology, and we also Cc the email to Amazon, but we haven’t received any responded up until now. We will keep our eyes on this issue and I hope that we can find an amicable solution to this issue through the consultation process.
We take the following measures after we got your email:
1. Since we got the Warning Notice of Intellectual Property Rights Infringement about our ASIN（侵权的ASIN码） may infringe the intellectual property rights of others, we have remove all the inventory stop selling at first time, now we have deleted this listing now and we no longer sell it again.
2. We have contact the rights owner for retracting the complaints and made the most sincere words of apology, but we haven’t received any responded up until now, we will closely watch the reply. About this issue, we have taken the following steps to help us to resolve the issue and prevent similar complaints.
1. We have checked all the listing detail from title, image, description and bullet point to ensure have no information in misunderstanding. And we are firmly deleting all the listings that could show any signs of conflicts with intellectual property rights.
2. We have establish the professional handling team to take care of listing 100% match on description, images, bullet points, & search terms, etc. Never make more mistakes of the Product Designor Brand.
3. We have organized our own research department to make sure we can sell our own products with our own design & model instead of purchasing from our supplier, to prevent any possible infringement problems on Trademarks & Packages & Design.
4. All of the email or complaint answered and resolve under 24 hours. Provide a good after-sales service.
Hope you can give me a chance again. If there’s any other information you need, please feel free to contact us.
Yours sincerely, 店铺名 Appeal Service
Dear Amazon Seller Performance Team,
We understand that recently our performance as a seller on Amazon.com has fallen below both Amazon’s and our own standards of quality.
I believe it is mainly because of our inadequate communication that we have recently seen two A-Z guarantee claims which have resulted in our ODR exceeding the performance target of <1%.
Unfortunately, we changed the Listings Status to be Inactive from 23/01/2014 to 06/02/2014 because of a long vacation, obviously, the two complaints are nightmare during the period without order.
Plan of Action: We are taking the following steps to improve our performance:
1. Review all of products to make sure that the pictures and descriptions are accurately ma
tch with our products.
2. Most importantly, we will complete the investigation more quickly and proactively（within12 hours） to any problems with customer orders to keep our customers more in formed and help prevent A-Z guarantee claims as much as possible, then replacement or a full refund will be done within 24 hours.
3.In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.
I understand that recently our performance as a seller on Amazon.com has fallen below both Amazon’s and our own standards of quality. I believe there are two main reasons this has happened:
Disorganization in our inventory management has resulted in late shipments and, even worse, unavailable items.
When late shipments and unavailable items have occurred our response to has been too slow and communication with customers has not been adequate.
I believe it is mainly because of our inadequate communication that we have recently seen an increase in customer A-z guarantee claims which has resulted in our order defect rate exceeding the performance target of <1%.
Plan of Action: We are taking the following steps to improve our performance: Improve inventory control by reducing the number of items offered until we have systems in place to more adequately handle the number of orders we are receiving.
Most importantly, we will respond more quickly and proactively to any problems with customer orders to keep our customers more informed and help prevent A-z guarantee claims.
In addition, we will more aggressively monitor our performance metrics to assure we are meeting the standards set by Amazon and our own standards of quality customer service.
In evaluating our selling practices, we found a mistake in our inventory upload file. Our Plan of Action:
Our inventory file has been reviewed. All misclassified condition items havebeen re-categorized to follow Amazon’s Condition Guidelines. Entire inventoryhas been deleted from Marketplace to reflect all changes. All of our vendors’inventory will be reviewed before adding to our inventory. Please let us knowwhat should be done to reinstate our account, we are looking forward to hearingfrom you.