Need poa account at risk
Amazon
Jan 23, 2020 07:16 AM
Hello,
Thank you for speaking with us about your Amazon selling account.
Amazon has received complaints from buyers regarding the condition or description of the items listed at the end of this email.
Why is this happening?
Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect.
Learn more about our policies in Seller Central Help:
–Product Detail Page Rules (https://sellercentral.amazon.com/gp/help/200390640)
–Condition Guidelines (https://sellercentral.amazon.com/gp/help/200339950)
–Amazon Product Authenticity and Quality Help Page (https://sellercentral.amazon.com/gp/help/G202010130)
–Prohibited Seller Activities and Actions (https://sellercentral.amazon.com/gp/help/200386250)
What’s next?
Send a plan of action within 72 hours that explains:
– The root cause(s) that led to the complaints about the condition of your items.
– The actions you have taken to resolve the complaints about the condition of your items.
– The steps you have taken to prevent future complaints about the condition of your items.
Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below
–These documents should reflect your sales volume during the last 365 days.
–Please include contact information for your supplier, including name, phone number, address, and website. We will maintain the confidentiality of your supplier contact information.
–You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
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.
How do I send the required information?
Please submit your plan by responding to this email from your case log in Seller Central at this link (https://sellercentral.amazon.com/cu/case-lobby).
What happens if I do not send the requested information?
If we do not receive the requested information within 72 hours, your account will be temporarily deactivated.
We’re here to help
The Account Health Support team is available 7 days a week to address your concerns in detail. To request a call from the Account Health Support team between 7:00 am to 6:00 pm Pacific Standard Time use this link: (https://sellercentral.amazon.com/cu/contact-us/cmn/QUALITY) or between 9:00 to 5:00 China Standard Time use this link: (https://sellercentral.amazon.com/cu/contact-us/cmn/MARKETPLACE). Additionally, please find assistance creating a plan of action at (https://sellercentral.amazon.com/gp/help/201623610). You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-funds@amazon.com.
You can view your account performance at (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_op) to see how your account is performing against the performance metrics and policies required to sell on Amazon. or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device.
– Download iOS App at (https://itunes.apple.com/na/app/amazon-seller/id794141485)
– Download Android App at (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl)
Complaint type: USED SOLD AS NEW
ASIN: B01N4RB164
Playskool Friends Sesame Street Tickle Me Elmo, Standard
ASIN: B07GSKP9JR
DC Comics Justice League Superman 12" Action Figure
ASIN: B07ZDW16HD
BEYBLADE Burst Rise Hypersphere Wizard Fafnir F5 Starter Pack – Stamina Type Battling Top Toy & Right/Left-Spin Launcher, Ages 8 & Up
ASIN: B076KRZ2DZ
Spider-Man Into The Spider-Verse 6" Spider-Gwen Figure
ASIN: B00ARH9DSG
Despicable Me 2 Battle Pods Game
ASIN: B00RZZ5RR4
Peppa Pig Hug N’ Oink Plush
ASIN: B071GKQX3M
Marvel Infinity War Titan Hero Series Thor with Titan Hero Power FX Port
ASIN: B07GSR4YRX
DC Comics Justice League Deathstroke 12" Action Figure
ASIN: B00JH9LWSO
Fisher-Price Octonauts Gup-O and Dashii
ASIN: B01N4RB164
Playskool Friends Sesame Street Tickle Me Elmo, Standard
ASIN: B07GSKP9JR
DC Comics Justice League Superman 12" Action Figure
ASIN: B07ZDW16HD
BEYBLADE Burst Rise Hypersphere Wizard Fafnir F5 Starter Pack – Stamina Type Battling Top Toy & Right/Left-Spin Launcher, Ages 8 & Up
ASIN: B076KRZ2DZ
Spider-Man Into The Spider-Verse 6" Spider-Gwen Figure
ASIN: B00ARH9DSG
Despicable Me 2 Battle Pods Game
ASIN: B00RZZ5RR4
Peppa Pig Hug N’ Oink Plush
ASIN: B071GKQX3M
Marvel Infinity War Titan Hero Series Thor with Titan Hero Power FX Port
ASIN: B07GSR4YRX
DC Comics Justice League Deathstroke 12" Action Figure
ASIN: B00JH9LWSO
Fisher-Price Octonauts Gup-O and Dashii
Seller_IhnvbCacmJlG0
Wow, that’s a lot of items; usually the “used sold as new” complaints are for one item. Selling liquidation?
Anyway: search the forums for a thread posted by veteran expert @Shelf_Cleaning_Capit on the topic of used sold as new. He wrote the definitive procedure.
Seller_cIMrEhr13Zwj2
Hi @ToyKing,
Abraham here from Amazon with some insight on our appeals process.
I understand that have concerns regarding a plan of action for complaints on used sold as new products.
When you receive warnings regarding complaints on the condition of a product, the expectation is to review your pre-fulfillment practices. What this means is going through your various communication channels with customers, i.e product reviews, feedback, know your customer, product return reasons and buyer seller messaging to understand the discontent with the product.
@AndThenSome and @racingroxstore have provided some useful information regarding additional helpful historical posts by @Shelf_Cleaning_Capit that can be referenced before working on the plan of action.
While considering the information above, I recommend that you also review the information below when investigating the cause that led to the complaints.
The root cause(s) that led to the complaints about the condition of your items.
- Do you acknowledge the complaints against your products?
- Did you inspect the quality and condition of the products prior to shipping? Does this process exist?
- Have you reviewed your pre-fulfillment business model?
- Have you investigated your supply chain?
- Gone over packaging (is it adequate to handle carrier damage)?
Could any of the above be potential reasons leading to the complaints?
As an immediate step to address the complaints:
- What changes have you made in your current process to address complaints?
- How have you resolved the current complaints?
Considering that the goal is not to receive complaints, proactively speaking:
- What steps will you take to ensure items are sourced from reliable suppliers?
- What steps will you take to ensure you are listing items in accordance to the Condition Guidelines here?
- How will you be storing your products going forward?
- How many times are your products checked for quality prior to shipping?
- What steps will you take to ensure an item’s physical condition matches the advertised condition at the time the item is packaged prior to being shipped as recommended in our policies here?
- How do you currently package your products and how will you improve your packaging to prevent damage during shipping and ensure buyers receive their order in the condition that is advertised?
Bear in mind that 3rd party involvement in your pre-fulfillment practices will need to align with our policies.
Once you draft your plan of action, feel free to post it here so that the community can provide feedback and we can all benefit from it.
Best,
Abraham
