I have still only received automated messages from amazon about my suspension. I have not pointed out to amazon that this was a mistake: The book was not inauthentic. Clara Dufour was a sting operation set up by amazon. (There is another thread on this, it was admitted in a Seattle Times article.) When they tried to send back the book after the returns period, They were acknowledging the book was authentic. Amazon knows it cannot legally send an inauthentic book back. Somehow the list of people who did not accept the returns got mixed with the list of people who actually had inauthentic books. I was told by some the reigning experts not to tell amazon they are wrong, but it has been so long. My suspension was on Nov. 30. My question is this, should I point out the mistake to them or send them the following appeal again?
Here is what I sent a week ago and received the “we may not respond” response:
I am ‘my name’ from NeverEndingStoryBooks (once called Ooolalamusic.) We were suspended in November for a supposed ‘inauthentic’ textbook. The book was sold to Clara Dufour who attempted to return the book. It was ‘bought by mistake’ and the return was after the returns period. I never received a complaint from the customer, so I have no reference as to what was inauthentic about it or if it was inauthentic. I am a long-time amazon seller with high standards for customer support and very good metrics. I have thoroughly researched the issue and come up with the following resolution. Your consideration is very appreciated. Please let me know if you need any more information. I can expand on whatever area is needed and be more concise where expansion is not needed. For simplicity and your convenience, I made this rather short. Thank you.
We purchased a copy of ASIN 495567507 from ‘name of thrift store here’ on 1/31/2017. This source may not be good at removing counterfeit copies from the market. We acknowledge that there may be high quality counterfeit copies of ASIN 495567507 that may look very similar to the original. I may have sold a used copy unaware that it may have been a counterfeit copy.
-I will no longer sell ASIN 495567507 and I have removed the listing.
-I have given the customer a full refund
-I have educated myself on the Anti-Counterfeit Best Practices endorsed by Cengage, Elsevier, Macmillan Learning, McGraw-Hill Education, and Pearson Education(EPEG) which are designed to eliminate counterfeit textbooks from the marketplace. As a small seller of mostly used items, I have taken on the policies that apply to our business. Also, I will not buy in quantities greater than one and I will not buy from outside the US.
-I have thoroughly educated myself and my staff on how to avoid, identity, and report counterfeit books.
-I have reviewed my entire inventory to ensure that all stock is 100% authentic.
-We have looked at all sources we obtain books from to ensure that all books we sell will be 100% authentic.
Preventing the complaint from happening again:
-We believe the steps outlined above: not offering this ASIN for sale again, review of our inventory, and review of our sourcing policies will be sufficient in preventing this from happening again.
-Our account is in vacation mode. If reinstated, we will be able to use the Edit feature once again. We will go through the descriptions for a third time to make sure the condition and descriptions are accurate and adhere to amazon’s books and media condition guidelines. I will make sure they are listed on the correct page.
-Allow for a wider range of returns and maintain highly positive interactions with customers.
Customer satisfaction, adherence to amazon policies, and keeping counterfeit books out of the marketplace are extremely important to me. Again, let me know if this POA is good or if I should expand anywhere. I want to be and continue to be the best at amazon performance and to be able to show it.