Account under review for over 1 year, POA never accepted


#1

Hi guys,

I have some real issues with Amazons way of handling business, I have read many things around here and I have actually spoken to a seller support guy who helped me out and actually almost literally told me to write an POA and I did it, I have re-written 20 times and still get the same damn answer EACH and everyt time.

Could you guys help me maybe with something im overlooking. BTW account has been there for multiple years
(back story is that we bought the account back in 2017 WITH Sellercentral agreeing on this only to be bloced 8 months in and then after that we were told to close the account and open a new account. I did all the steps had to wait over 90 days to do so and after the new account was opened the account was WONDER WONDER instantly closed down due to it being related to another account that was not allowed to sell.

Anyway nobody ever responds to my inquiries except for some reason now this account being open of 5,000 SKUS only 246 are active, the rest is blocked unless FBA.

Here the POA I have reached in :

Dear Amazon,
I understand that our account is closed due to a high order defect rate.
Account Health :

1% Order Defect rate
Late Delivery metrics need to be below X% in order to retain our selling privileges,
We have investigated all cases and shall give an explanation and description of the problems why these Claims were made.
Overview of Problems :
Non-receipt and Late-receipt issues:
We have had several issues with non –receipt, the customer never received or only received late shipments via our partner Fedex
Order number Item Reason
111-0867896-4163459 DT1052-B Not received/No communication 112-0401654-7382603 A1434 No longer needed 113-2989281-6357011 DT2035-A No delivery 114-2811330-5259423 T0279 No delivery 111-5492953-4650616 T0300 No Item received 112-5787936-1556235 DT10512-E Item not received
Solutions:

•	 Prevent wrong information  
•	 Manually check all information on a daily basis to ensure correct stock, taken steps to ensure all stock is always up to date 
•	 To prevent any potential misunderstandings with our customers, we have instructed our staff customers to be informed within 2 business days when there is no response 
•	 Renewing Magento back-end to ensure everything will be up to date  
•	We have researched additional carriers to ensure that we have alternatives should there be any issues going forward with late delivery and addressed any staffing shortcomings to ensure that all product is released from the warehouse in a more then timely fashion

Dear Amazon, I hope that you think we have put maximum effort in creating this plan of action, and that you are convinced that we will do everything we can to make our mutual customers satisfied. If you have any instructions for us how to improve our work flow, you can contact me directly

I had this updated several times aswell with minor tweaks, but to no avail.


#2

Amazon won’t help you write a POA or give you specific information to help reinstate your account.


#3

I know but i have done anything possible to explain moreover the seller support aided me in making the “correct” POA which turned out to be not a correct one as i went over the POA with him


#4

Because it is not even close to acceptable…

Your PoA reads like this:

  • We drop ship
  • We aren’t going to change anything
  • But we will double check everything even though we have no control over when things ship.

Post the last email Amazon has sent you in response to this suspension, in it’s entirety without editing it.


#5

I can understand Amazon on this one. Even I’m a little confused buy your comments.

WELL … whichever account is blocked unless FBA …

  1. It isn’t closed if it’s FBA only
  2. I don’t see maximum effort
  3. Just a poor POA … sorry but that’s the blunt truth.

You need a much better POA. Maybe this thread will help some. It does not provide you with an appeal to copy but it shows how to write one.


#6

Guys

Thanks for the comments, I posted this here so i could get what im doing wrong,
I had posted a very long answer already with all updated POAs but the mods haven’t allowed the post to go through yet so im going to give it a new try


#7

This is the first POA i sent in :

Dear Amazon,
I understand that our account is closed due to an high order defect rate.
Overview of problems:
>1% Order Defect rate
We have investigated all cases and shall give an explanation and description of the problems why
these Claims were made.
Order number Item Reason
111-0867896-4163459 DT1052-B Not received/No communication
112-0401654-7382603 A1434 No longer needed
113-2989281-6357011 DT2035-A No delivery
114-2811330-5259423 T0279 No delivery
111-5492953-4650616 T0300 No Item received
112-5787936-1556235 DT10512-E Item not received
Investigation of problems:

  1. As for order number 111-0867896-4163459 the order was made for a Detomaso
    DT1052-B , Customer was informed via Mail and through Amazon communication
    that there was a mistake in the stocklist and that we had alternatives ready to ship
    out. Customer did not answer us twice. The first mail was sent 02-08 and the second
    one 09-08 both mails went unanswered and then a claim was made.
    Of course the fact that we couldn’t fulfill the order was bothersome but at the same
    time we did send customer mails and tried to contact him/her.
  2. Order number 112-0401654-7382603 the order was for an A1434 Aeromatic which
    we provided and sent to customer, this case is in appeal : Wednesday, August 22,
    2018 Dear Amazon, We would like to appeal the decision for refunding the customer for
    the following reasons: First of all, we have received three different reasons from the
    customer to return the order. First the customer requested a return with the reason "No
    longer needed", we authorised the request, so the customer could send back the watch.
    After that we received a E-Mail from the customer he wanted us to send a prepaid label,
    because the watch seemed to be defect, so we decided to send a prepaid label, since we
    are not able to determine if the watch really is defect. Finally we have received the watch
    withouth any case or papers and tested the watch on defects, but works perfectly. We have
    a clearly indicated return procedure on our website: "Switch or return Of course you can
    also try the product, to check whether it's suitable for you or not. But when you are not
    sure yet if you want to keep it or not, be sure that you don't remove the protection and
    stickers/labels which are attached to the product. When you remove the labels from the
    product, the product is used and it's not possible to return it anymore. Please note the
    following conditions: Product is unused/unworn and undamaged Product has original labels,
    stickers and protection still attached Product is in original undamaged packaging All
    supplied accessories, cards and booklets are attached" The product was not
    unused/unworn, hasn't got any original labels, stickers and protection still attached, is also

not in the original undamaged packaging and we also didn't receive all supplied
accessories, cards and booklets are attached". When the customer requested for a claim, a
third different reason was used: "Item not as described", which is also not the case,
because the watch we sent is exactly the watch we offer online. We have proof of every
single reason we explained why we think this claim decision is unfair towards us (We are
not able to attach the pictures with proof as a file). Because we are closed in the weekend
and we moved to a new address, we haven't been able to represent the claim earlier, we
are very sorry for that, Kind regards, Emega Phone: 0852011407
3. As for order 113-2989281-6357011 the ordered item was again a Detomaso Brand
our supplier who has been giving us false stock lists over and over again. Customer
was informed to have his problem solved on the 7 th of August, but this watch is not in
stock. However the negligence of a customer service specialist made it so that the
mails went unnoticed by upper management and nobody answered the inquiry and
therefore customer wasn’t sent out his watch. Although this model is not being
produced anymore the customer normally should receive alternatives and different
models offered to him/her.
4. As for order 114-2811330-5259423 the customer ordered an T0279 which was out of
stock at time of order, we mailed with a few alternatives that were readily available
but the customer did not return our mail with an answer. This is a huge error on our
side.
5. As to order 111-5492953-4650616 the delivery never happened because Fedex does
not deliver to PO boxes, we informed and mailed customer 3 times about this and
never received any answer to different address although his shipment was ready for
dispatch immediately
6. As for order 112-5787936-1556235 the problem was that the shipment was sent to
home address and it wasn’t picked up for 2 weeks then sent back to us with no prior
information. There was a stock issue with again Detomaso but this was resolved and
customer was sent his order in time.

Non-receipt and Late-receipt issues :
We have had several issues with non –receipt , the customer never received or only received
late shipments via our partner Fedex

Plan Action to ensure future proper Account health:
Target : Prevent wrong information
We have manually checked all product information. In the future we will closely monitor the product
information. When we add new listings to Amazon, we will manually check the product information. This has
been done now for many months . We are currently going through a renewal of our magento store and will roll
out a new platform within a few weeks so the stock and product information will always be up to date. Our
Stocklist is being manually checked aswell.
Target : Accurate stocklist
Every Monday and Thursday check and update stocklist manually, we have added an
automated channable service which we will start off at 8/31

Target : Customer contact
We have instructed our staff to contact customers via Phone after more than 2 business days
without a reply. This should make our handling of customer related problems 100%.

Target : No- receipt and late-receipt issues
We have a new check that goes through all Amazon mails and the amazon interface by
logging into amazon directly on a daily base on 3 set times to ensure all orders are seen and
correctly handled, also the customers that do not respond within 24 hours will be mailed
again and tried to call by phone(if they allow this) should the silence continue we shall ask
the Amazon Team to contact customer as to ensure timely shipments that are delayed by
inaccurate stock list of which the solution was written above.

Late-receipt issues can only happen if an item is not on time or Fedex loses our
package(which happens upto 2% of the time) if we have to re-order and re-deliver this
ofcourse delays performance, no-receipts should never occur although we have had a
negligent employee fired over this issue. There was no digital indicator as to why orders were
not sent out.


#8

The 2nd POA

Dear Amazon,
I understand that our account is closed due to an high order defect rate.
Overview of problems:
>1% Order Defect rate
We have investigated all cases and shall give an explanation and description of the problems why
these Claims were made.
Order number Item Reason
111-0867896-4163459 DT1052-B Not received/No communication
112-0401654-7382603 A1434 No longer needed
113-2989281-6357011 DT2035-A No delivery
114-2811330-5259423 T0279 No delivery
111-5492953-4650616 T0300 No Item received
112-5787936-1556235 DT10512-E Item not received
Investigation of problems:

  1. As for order number 111-0867896-4163459 the order was made for a Detomaso
    DT1052-B , Customer was informed via Mail and through Amazon communication
    that there was a mistake in the stocklist and that we had alternatives ready to ship
    out. Customer did not answer us twice. The first mail was sent 02-08 and the second
    one 09-08 both mails went unanswered and then a claim was made.
    Of course the fact that we couldn’t fulfill the order was bothersome but at the same
    time we did send customer mails and tried to contact him/her.
  2. Order number 112-0401654-7382603 the order was for an A1434 Aeromatic which
    we provided and sent to customer, this case is in appeal : Wednesday, August 22,
    2018 Dear Amazon, We would like to appeal the decision for refunding the customer for
    the following reasons: First of all, we have received three different reasons from the
    customer to return the order. First the customer requested a return with the reason "No
    longer needed", we authorised the request, so the customer could send back the watch.
    After that we received a E-Mail from the customer he wanted us to send a prepaid label,
    because the watch seemed to be defect, so we decided to send a prepaid label, since we
    are not able to determine if the watch really is defect. Finally we have received the watch
    withouth any case or papers and tested the watch on defects, but works perfectly. We have
    a clearly indicated return procedure on our website: "Switch or return Of course you can
    also try the product, to check whether it's suitable for you or not. But when you are not
    sure yet if you want to keep it or not, be sure that you don't remove the protection and
    stickers/labels which are attached to the product. When you remove the labels from the
    product, the product is used and it's not possible to return it anymore. Please note the
    following conditions: Product is unused/unworn and undamaged Product has original labels,
    stickers and protection still attached Product is in original undamaged packaging All
    supplied accessories, cards and booklets are attached" The product was not
    unused/unworn, hasn't got any original labels, stickers and protection still attached, is also

not in the original undamaged packaging and we also didn't receive all supplied
accessories, cards and booklets are attached". When the customer requested for a claim, a
third different reason was used: "Item not as described", which is also not the case,
because the watch we sent is exactly the watch we offer online. We have proof of every
single reason we explained why we think this claim decision is unfair towards us (We are
not able to attach the pictures with proof as a file). Because we are closed in the weekend
and we moved to a new address, we haven't been able to represent the claim earlier, we
are very sorry for that, Kind regards, Emega Phone: 0852011407
3. As for order 113-2989281-6357011 the ordered item was again a Detomaso Brand
our supplier who has been giving us false stock lists over and over again. Customer
was informed to have his problem solved on the 7 th of August, but this watch is not in
stock. However the negligence of a customer service specialist made it so that the
mails went unnoticed by upper management and nobody answered the inquiry and
therefore customer wasn’t sent out his watch. Although this model is not being
produced anymore the customer normally should receive alternatives and different
models offered to him/her.
4. As for order 114-2811330-5259423 the customer ordered an T0279 which was out of
stock at time of order, we mailed with a few alternatives that were readily available
but the customer did not return our mail with an answer. This is a huge error on our
side.
5. As to order 111-5492953-4650616 the delivery never happened because Fedex does
not deliver to PO boxes, we informed and mailed customer 3 times about this and
never received any answer to different address although his shipment was ready for
dispatch immediately
6. As for order 112-5787936-1556235 the problem was that the shipment was sent to
home address and it wasn’t picked up for 2 weeks then sent back to us with no prior
information. There was a stock issue with again Detomaso but this was resolved and
customer was sent his order in time.

Non-receipt and Late-receipt issues :
We have had several issues with non –receipt , the customer never received or only received
late shipments via our partner Fedex

Plan Action to ensure future proper Account health:
Target : Prevent wrong information
We have manually checked all product information. In the future we will closely monitor the product
information. When we add new listings to Amazon, we will manually check the product information. This has
been done now for many months . We are currently going through a renewal of our magento store and will roll
out a new platform within a few weeks so the stock and product information will always be up to date. Our
Stocklist is being manually checked aswell.
Target : Accurate stocklist
Every Monday and Thursday check and update stocklist manually, we have added an
automated channable service which we will start off at 8/31

Target : Customer contact
We have instructed our staff to contact customers via Phone after more than 2 business days
without a reply. This should make our handling of customer related problems 100%.

Target : No- receipt and late-receipt issues
We have a new check that goes through all Amazon mails and the amazon interface by
logging into amazon directly on a daily base on 3 set times to ensure all orders are seen and
correctly handled, also the customers that do not respond within 24 hours will be mailed
again and tried to call by phone(if they allow this) should the silence continue we shall ask
the Amazon Team to contact customer as to ensure timely shipments that are delayed by
inaccurate stock list of which the solution was written above.

Late-receipt issues can only happen if an item is not on time or Fedex loses our
package(which happens upto 2% of the time) if we have to re-order and re-deliver this
ofcourse delays performance, no-receipts should never occur although we have had a
negligent employee fired over this issue. There was no digital indicator as to why orders were
not sent out.


#9

There is no explanation in the Plan of Action about why buyers received items late or not at all. Signature delivery might help? Longer order processing time?


#10

I am sorry, but both your appeals are terrible. Extremely long walls of text, talking about specific orders and not addressing the issue in general.

In your POA, you can’t talk about specific orders. It needs to be brief and look professional.

Here is an example appeal addressing a suspension for exceeding the ODR targets.

You can write a similar one based on it, using your own words. Then post it here for feedback:


#11

HI,

If this is how you interpret it, that is very messed up for us because we do NOT dropship anything, we have used almost excusively fedex on all our US/CA shipments (we are EU based) and our real issue was an idiot who for some reason NEVER EVER checked on orders, some were accepted and never processed. That is a Major issue, we know is in our own hands and this is not Amazons problem. And ive done my best to get that problem fixed.

THIS is the first notification :
Hello, Recently, there have been some problems with your orders. Your order defect rate is higher than the goal of less than 1%. As a result, you currently may not accept seller-fulfilled orders on Amazon.com. If you have any open orders, please ship them. Funds will not be transferred to you but will stay in your account while we work with you to address this issue. This process usually takes about 60 days but could take longer. You can see your balance and settlement information in the Payments section of Seller Central. You can still accept Amazon-fulfilled orders. You can change any existing seller-fulfilled offers to Fulfilled by Amazon on the Manage Inventory page in Seller Central (https://sellercentral.amazon.com/gp/help/201186860). To learn more about Amazon-fulfilled orders, search for “Fulfillment by Amazon” in Seller Central Help. To accept seller-fulfilled orders on Amazon.com, please send a plan that explains how you will address this problem. For help creating your plan, visit Seller Central Help (https://sellercentral.amazon.com/gp/help/200370560).When you are ready to send us your plan, please submit your plan of action following this link (https://sellercentral.amazon.com/cu/contact-us). Once your plan has been received, it will be reviewed and Amazon will decide whether you may accept seller-fulfilled orders again. You can see the health of your account in the Performance section of Seller Central (https://sellercentral.amazon.com/gp/seller-rating/pages/performance-summary.html). If you have questions about this email, you can ask our Account Health team to contact you during the hours of 6am-6pm (Pacific Time) seven days a week: https://sellercentral.amazon.com/cu/contact-us/cmn/SPERFORMANCE We look forward to hearing from you.

The Last answer in February :

Dear

We received your submission but do not have enough information to reactivate your account at this time. To reactivate your account, please send the following:

– Greater detail on the root cause(s) of buyers not receiving orders or late receipt of orders.

– Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.

– Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.

How do I send the required information?
Please reply to this message with the requested information.

What happens if I do not send the requested information?
If we do not receive the requested information within 14 days of the original notification, your account will remain deactivated.

We’re here to help
If you have questions about the information requested above, please contact us at https://sellercentral.amazon.com/cu/contact-us/performance. Additionally, please find assistance creating a plan of action at https://sellercentral.amazon.com/gp/help/G201623610.

You can view your account performance at https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_op or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
…

Sincerely,
Seller Performance Team
Amazon.com
http://www.amazon.com

and when i sent the very last updated POA i received an email stating the followng (this was february this year)

Hello,

We have reviewed your account and the information you provided. The hold on funds in your account will remain while we work with you to address this issue.

This process usually takes about 60 days but could take longer. You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please send an email to payments-funds@amazon.com.

Sincerely,
Seller Performance Team
Amazon.com
http://www.amazon.com



MY POA #2

Dear Amazon,
I understand that our account is closed due to an high order defect rate.
Overview of problems:
>1% Order Defect rate
We have investigated all cases and shall give an explanation and description of the problems why
these Claims were made.
Order number Item Reason
111-0867896-4163459 DT1052-B Not received/No communication
112-0401654-7382603 A1434 No longer needed
113-2989281-6357011 DT2035-A No delivery
114-2811330-5259423 T0279 No delivery
111-5492953-4650616 T0300 No Item received
112-5787936-1556235 DT10512-E Item not received
Investigation of problems:

  1. As for order number 111-0867896-4163459 the order was made for a Detomaso
    DT1052-B , Customer was informed via Mail and through Amazon communication
    that there was a mistake in the stocklist and that we had alternatives ready to ship
    out. Customer did not answer us twice. The first mail was sent 02-08 and the second
    one 09-08 both mails went unanswered and then a claim was made.
    Of course the fact that we couldn’t fulfill the order was bothersome but at the same
    time we did send customer mails and tried to contact him/her.
  2. Order number 112-0401654-7382603 the order was for an A1434 Aeromatic which
    we provided and sent to customer, this case is in appeal : Wednesday, August 22,
    2018 Dear Amazon, We would like to appeal the decision for refunding the customer for
    the following reasons: First of all, we have received three different reasons from the
    customer to return the order. First the customer requested a return with the reason "No
    longer needed", we authorised the request, so the customer could send back the watch.
    After that we received a E-Mail from the customer he wanted us to send a prepaid label,
    because the watch seemed to be defect, so we decided to send a prepaid label, since we
    are not able to determine if the watch really is defect. Finally we have received the watch
    withouth any case or papers and tested the watch on defects, but works perfectly. We have
    a clearly indicated return procedure on our website: "Switch or return Of course you can
    also try the product, to check whether it's suitable for you or not. But when you are not
    sure yet if you want to keep it or not, be sure that you don't remove the protection and
    stickers/labels which are attached to the product. When you remove the labels from the
    product, the product is used and it's not possible to return it anymore. Please note the
    following conditions: Product is unused/unworn and undamaged Product has original labels,
    stickers and protection still attached Product is in original undamaged packaging All
    supplied accessories, cards and booklets are attached" The product was not
    unused/unworn, hasn't got any original labels, stickers and protection still attached, is also

not in the original undamaged packaging and we also didn't receive all supplied
accessories, cards and booklets are attached". When the customer requested for a claim, a
third different reason was used: "Item not as described", which is also not the case,
because the watch we sent is exactly the watch we offer online. We have proof of every
single reason we explained why we think this claim decision is unfair towards us (We are
not able to attach the pictures with proof as a file). Because we are closed in the weekend
and we moved to a new address, we haven't been able to represent the claim earlier, we
are very sorry for that, Kind regards,…
3. As for order 113-2989281-6357011 the ordered item was again a Detomaso Brand
our supplier who has been giving us false stock lists over and over again. Customer
was informed to have his problem solved on the 7 th of August, but this watch is not in
stock. However the negligence of a customer service specialist made it so that the
mails went unnoticed by upper management and nobody answered the inquiry and
therefore customer wasn’t sent out his watch. Although this model is not being
produced anymore the customer normally should receive alternatives and different
models offered to him/her.
4. As for order 114-2811330-5259423 the customer ordered an T0279 which was out of
stock at time of order, we mailed with a few alternatives that were readily available
but the customer did not return our mail with an answer. This is a huge error on our
side.
5. As to order 111-5492953-4650616 the delivery never happened because Fedex does
not deliver to PO boxes, we informed and mailed customer 3 times about this and
never received any answer to different address although his shipment was ready for
dispatch immediately
6. As for order 112-5787936-1556235 the problem was that the shipment was sent to
home address and it wasn’t picked up for 2 weeks then sent back to us with no prior
information. There was a stock issue with again Detomaso but this was resolved and
customer was sent his order in time.

Non-receipt and Late-receipt issues :
We have had several issues with non –receipt , the customer never received or only received
late shipments via our partner Fedex

Plan Action to ensure future proper Account health:
Target : Prevent wrong information
We have manually checked all product information. In the future we will closely monitor the product
information. When we add new listings to Amazon, we will manually check the product information. This has
been done now for many months . We are currently going through a renewal of our magento store and will roll
out a new platform within a few weeks so the stock and product information will always be up to date. Our
Stocklist is being manually checked aswell.
Target : Accurate stocklist
Every Monday and Thursday check and update stocklist manually, we have added an
automated channable service which we will start off at 8/31

Target : Customer contact
We have instructed our staff to contact customers via Phone after more than 2 business days
without a reply. This should make our handling of customer related problems 100%.

Target : No- receipt and late-receipt issues
We have a new check that goes through all Amazon mails and the amazon interface by
logging into amazon directly on a daily base on 3 set times to ensure all orders are seen and
correctly handled, also the customers that do not respond within 24 hours will be mailed
again and tried to call by phone(if they allow this) should the silence continue we shall ask
the Amazon Team to contact customer as to ensure timely shipments that are delayed by
inaccurate stock list of which the solution was written above.

Late-receipt issues can only happen if an item is not on time or Fedex loses our
package(which happens upto 2% of the time) if we have to re-order and re-deliver this
ofcourse delays performance, no-receipts should never occur although we have had a
negligent employee fired over this issue. There was no digital indicator as to why orders were
not sent out.


MY POA #3
Problem overview
Dear Amazon,
I understand that our account is closed due to a high order defect rate. The order defect
rate was caused by our non-receipt / or late receipt of our orders
Late Delivery metrics need to be below 1% in order to retain our selling privileges and we
have been unable to maintain that up to this point.
We have investigated all cases understand the causes and are prepared to move forward
the solution. This Problem was caused by our defaulting the <1% Order defect rule.
Therefore some customers had non receipt and late receipt issues for some orders
Solutions and Changes made to ensure Proper Account health:
ď‚· We have implemented a manual check of all information on a daily basis to ensure
correct stock, taken steps to ensure all stock is always up to date
ď‚· To prevent any potential misunderstandings with our customers when there are
delivery issues, we have instructed our staff to contact customers within 2 business
days when there is no e-mail response
ď‚· Renewing Magento back-end to ensure everything will be up to date automatically
aswell so that Tracking is correct.
ď‚· We have researched additional carriers to ensure that we have alternatives should
there be any issues going forward with late delivery and addressed any staffing
shortcomings to ensure that all products are released from the warehouse in a more
then timely fashion. We have almost exclusively relied on one single carrier, but we
have contacts with multiple carriers and will use multiple carriers to ensure proper
delivery
ď‚· We have implemented personnel change and fired the representative responsible
for the non/late shipments as the person did not follow up on several orders for no
good reason
ď‚· No more expedited shipping option is going to implemented in order to have no late
shipments due to transfer times between EU and US
ď‚· We will make sure that when we are closed on a normal working day, we will
deactive our listings. Also, we will check up on the Amazon mails instead of relying
on our back-end Magento shop. The reason Items weren’t dispatched on time were
mainly due to orders not showing up in magento and therefore not being processed
as amazon mails were being ignored. We have fired a person over this and have
subsequently changed our workflow and incorporated a check for amazon order
emails.
ď‚· We are aware that we can manually change product handling times and we have
already done so in our other stores : CA/ IT/FR/ DE/ UK/ ES. It has been many
months now and we have adopted many new working flows in order to have our
amazon account health up to par and have a good customer experience.


the last POA submitted February 4 2019

Dear Amazon,
I understand that our account is closed due to a high order defect rate. Which means we have too
many cancellations and late shipments
Overview of Issues:
>1% Order Defect rate
We have investigated all cases and shall give an explanation and description of the problems why
these Claims were made and what we did to resolve.
Order number Item Reason
111-0867896-4163459 DT1052-B Not received/No communication
112-0401654-7382603 A1434 No longer needed
113-2989281-6357011 DT2035-A No delivery
114-2811330-5259423 T0279 No delivery
111-5492953-4650616 T0300 No Item received
112-5787936-1556235 DT10512-E Item not received
Investigation of issues and resolve:

  1. As for order number 111-0867896-4163459 the order was made for a Detomaso
    DT1052-B , Customer was informed via Mail and through Amazon communication
    that there was a mistake in the stocklist and that we had alternatives ready to ship
    out. Customer did not answer us twice. The first mail was sent 02-08 and the second
    one 09-08 both mails went unanswered and then a claim was made.
    Of course the fact that we couldn’t fulfill the order was bothersome but at the same
    time we did send customer mails and tried to contact him/her. RESOLVED BY
    REFUND
  2. Order number 112-0401654-7382603 the order was for an A1434 Aeromatic which
    we provided and sent to customer, this case is in appeal : Wednesday, August 22,
    2018 Dear Amazon, We would like to appeal the decision for refunding the customer for
    the following reasons: First of all, we have received three different reasons from the
    customer to return the order. First the customer requested a return with the reason "No
    longer needed", we authorised the request, so the customer could send back the watch.
    After that we received a E-Mail from the customer he wanted us to send a prepaid label,
    because the watch seemed to be defect, so we decided to send a prepaid label, since we
    are not able to determine if the watch really is defect. Finally we have received the watch
    withouth any case or papers and tested the watch on defects, but works perfectly. We have
    a clearly indicated return procedure on our website: "Switch or return Of course you can
    also try the product, to check whether it's suitable for you or not. But when you are not
    sure yet if you want to keep it or not, be sure that you don't remove the protection and
    stickers/labels which are attached to the product. When you remove the labels from the
    product, the product is used and it's not possible to return it anymore. Please note the
    following conditions: Product is unused/unworn and undamaged Product has original labels,
    stickers and protection still attached Product is in original undamaged packaging All

supplied accessories, cards and booklets are attached" The product was not
unused/unworn, hasn't got any original labels, stickers and protection still attached, is also
not in the original undamaged packaging and we also didn't receive all supplied
accessories, cards and booklets are attached". When the customer requested for a claim, a
third different reason was used: "Item not as described", which is also not the case,
because the watch we sent is exactly the watch we offer online. We have proof of every
single reason we explained why we think this claim decision is unfair towards us (We are
not able to attach the pictures with proof as a file). Because we are closed in the weekend
and we moved to a new address, we haven't been able to represent the claim earlier, we
are very sorry for that, Kind regards, …
RESOLVED BY REFUND

  1. As for order 113-2989281-6357011 the ordered item was again a Detomaso Brand
    our supplier who has been giving us false stock lists over and over again. Customer
    was informed to have his problem solved on the 7 th of August, but this watch is not in
    stock. However the negligence of a customer service specialist made it so that the
    mails went unnoticed by upper management and nobody answered the inquiry and
    therefore customer wasn’t sent out his watch. Although this model is not being
    produced anymore the customer normally should receive alternatives and different
    models offered to him/her. RESOLVED BY REFUND
  2. As for order 114-2811330-5259423 the customer ordered an T0279 which was out of
    stock at time of order, we mailed with a few alternatives that were readily available
    but the customer did not return our mail with an answer. This is a huge error on our
    side. RESOLVED BY REFUND
  3. As to order 111-5492953-4650616 the delivery never happened because Fedex does
    not deliver to PO boxes, we informed and mailed customer 3 times about this and
    never received any answer to different address although his shipment was ready for
    dispatch immediately. RESOLVED BY REFUND
  4. As for order 112-5787936-1556235 the problem was that the shipment was sent to
    home address and it wasn’t picked up for 2 weeks then sent back to us with no prior
    information. There was a stock issue with again Detomaso but this was resolved and
    customer was sent his order in time. RESOLVED BY REFUND

Plan Of Action for Future Health:
We have changed our work-flow and have address the following points,

  1. Non-receipt and Late-receipt issues :
    We have had several issues with non –receipt, the customer never received or only
    received late shipments via our partner Fedex. We have since expanded our network
    and work with multiple carriers to ensure the safest and best delivery for all
    shipments.
  2. Prevent wrong information

We have manually checked all product information. In the future we will closely
monitor the product information. When we add new listings to Amazon, we will
manually check the product information. This has been done now for many months.
3. Accurate stocklist/Inventory
Daily check and update stocklist manually, we have added an automated channable
service which we will start off at 10/2. This way we will be able to address all inventory
issues and have no more problems of no stock ass this will automate all files and
physical stock
4. Customer contact
We have instructed our staff to contact customers via Phone after more than 2
business days without a reply. This should make our handling of customer related
problems 100%. Our communication with buyers is going to be on time and in a
friendly matter

5 No- receipt and late-receipt issues resolving in the future
We have a new check that goes through all Amazon mails and the amazon interface
by logging into amazon directly on a daily base on 3 set times to ensure all orders are
seen and correctly handled, also the customers that do not respond within 24 hours
will be mailed again and tried to call by phone(if they allow this) should the silence
continue we shall ask the Amazon Team to contact customer as to ensure timely
shipments that are delayed by inaccurate stock list of which the solution was written
above.

Late-receipt issues can only happen if an item is not on time or Fedex loses our
package(which happens upto 2% of the time) if we have to re-order and re-deliver this
ofcourse delays performance, no-receipts should never occur although we have had a
negligent employee fired over this issue. There was no digital indicator as to why orders were
not sent out.
To ensure future no non-recept or late-receipts , we shall stop excersing the expedited
option, our standard delivery run times are around 3 days but this is not reflected in amazon.
We shall quit the expedited option to ensure timely delivery instead of a promise that cannot
be kept.
Dear Amazon,

Moderator Edit (Jake@SellerSupport): Personal Information Removed


#12

AKA you don’t control your own stock, aka drop shipping

This right here reads “we drop ship.” If you don’t drop ship, then sorry… you “messed up” your terms.

Considering you are asking for help… calling out someone as “messed up” isn’t going to get you… free help


#13

I simply ment that our message being interpret as you interpret it, that is messed up by us so that we should change something as it shows that something clearly is broadcast wrong.
Certain stock had to be RE-ORDERED from supplier because the item shipped was faulty therefore some stock is “drop-shipped” By the way there is no harm in drop shipping if it’s done correct,
I do ot really get what the big change in the plan should be?


#14

Thanks, Yours does look much more bullet points and straight to the point, just i sent them also a few version similar to this only to receive,“great, but please more detail” and when i go into specifics, nobody cares and doesn’t agree (within a VERY short time period by the way )

I am going to give a similar one , the thing is that Fedex is by FAR the most reliable partner, i can’t switch as they are signature delivery (our agreenment) and have almost never failed the delivery times. The reason for non delivery was for example a clownhead employee accepting orders but not processesing them, but as i understand it amazon does not care about this


closed #15

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