This is what I sent.
A) What went wrong:
• Listing rights of the above ASIN’s were removed for inauthenticity complaints.
• I believe the customer may have received a product in less than perfect condition which led them to believe the item was not authentic
• We did not physically open each product to ensure that the product was in perfect condition before we shipped it out to the customer or into Amazon for FBA.
B) What we have done to fix this problem and prevent similar issues in the future:
• We are now physically inspecting each product before we either ship it into FBA or directly to the customer. We are also placing them into bubble bags instead of poly bags to ensure no damage occurs during transit.
• We have checked the Amazon detail page to be certain that these items are accurately described on the page.
• We have checked with our distributor to verify that all products are authentic and was assured that they come directly from the manufacturer.
C) What we have done to prevent problems in the future:
• By physically inspecting each item to ensure it is in perfect condition, the customer should not have any doubt that the item is authentic.
• Packaging the item’s in bubble bags will help protect the product during transport.
• We will continue to only source our products from reputable distributers
This is the response I just got: Can you resend your Plan of Action, but with more preventative measures? How else will you prevent a buyer from receiving “a product in less than perfect condition” again? How will you make sure that you stay in compliance with what Amazon is asking of you while also making sure that the buyer has a great buying experience moving forward?
I don’t know what else to say. Any help?