Got the 7 page POA down to just over a page, thanks to some great advice in this forum. Attached below is updated POA! Hoping for some last minute feedback before I submit!
We received your submission but do not have enough information to reactivate your account at this time.
Please send an updated plan of action that explains:
– Greater detail on the issue(s) that you believe caused the complaints about the authenticity of your items.
– Greater detail on the actions you have taken to resolve the issue(s) that caused the complaints about the authenticity of your items.
– Greater detail on the steps you have taken to prevent future complaints about the authenticity of your items.
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.
Issues/Root Causes which led to inauthentic complaints:
A lapse in updating and maintaining product detail pages (new variations, new packaging, manufacturers changing hands), which caused customers to get items which were not as expected.
A lack of adequate quality standards for items which were returned, and then entered into our stock/were later sold to customers. These items which were not vetted like all other merchandise we receive. This led to items below our quality standards being shipped to customers.
A failure in educating our customers on how perfumes and colognes react differently on each and every person. A scent smelling different when someone else is wearing it/it is sprayed on a card, has led to customers thinking their product is inauthentic.
A lack of communication to customers in explaining how easy it is to return an item, so they do not have to report an item as inauthentic to make a return.
Mishandling by carriers, or prolonged transit times, which kept packages out in inclement weather, and lead to the scent of perfumes being altered.
Our Plan of Action and Preventative steps:
We have implemented a system where every employee must go over all of Amazon’s Program Polices ( ie. Product and Listing Requirements, ASIN Creation Policy, Product Detail Page Rules, Selling Polices and Seller Code of Conduct) on a quarterly basis. While doing so during this suspension, our team understands the importance of keeping all listings up to date. By making our pages as clear and precise as possible, while ensuring pages are not being incorrectly altered, we will remove inauthentic complaints.
We have implemented a new system where all returns will be accepted, but we will no longer return any of this stock to our available inventory on Amazon. Our primary goal will be to maintain a system where anything less than what is pictured on Amazon/Anything less than Manufacturer’s original condition and packaging will not be shipped.
Invoices now include a note explaining exactly how to apply each beauty product, and inform customers that their own body chemistry plays a major roll in how the scent will smell. It will also inform them that if they are not happy with how the scent sits on them, we will gladly take care of a prepaid return and fully refund their account.
We have implemented a system that produces a prepaid return label for every order we process, through Shipworks Software. Now a return label will be included with each and every order, informing customers that we accept all returns.
All customers will be receiving complementary 2 day service shipping, to avoid packages being left in the carrier’s truck or in weather which can damage products. Additionally we have added additional layers of bubble wrap upon packing to ensure original manufacturer packaging and condition is perfectly protected. These changes were implemented a few months ago, and our customers have come back to us with very positive feedback with the upgraded shipping.
Additional Steps taken to maintain a high standard on Amazon, and avoid any Inauthentic Complaints:
Responsible sourcing from suppliers, who have been vetted and are authorized to sell, by our own business, our insurance company (who fully insures the value of all goods received), and Dun and Bradstreet. Vetting includes invoicing directly from manufacturer, along with original shipping waybill, and creating a direct chain of custody from manufacturer, to supplier, to our business. Anything less than this will not be accepted from us.
Inspecting the batch and lot number, along with the UPC, of each and every item received, upon arrival, and before shipping. The batch/lot number is a unique code embossed on every item received. This number can be used to verify authenticity and date of production with manufacturer. This number will be verified in multiple stages to ensure that our customers are always getting authentic and fresh products.
Creating a system where every order received by our customers is in perfect Manufacturers sealed condition. Every item will be examined upon arrival to our climate controlled warehouse, upon storing in our warehouse, and upon preparing for shipment. Any item that does not meet this standard will be instantly rejected and removed from our inventory.
Packages to all customers will now include a note on their invoice which explains how they can verify the batch/lot number of any product, directly with manufacture (a way for them to ensure all stock is fresh and authentic.)
We have removed all listings in our store, as we would like to take the time to vet each and every product before it is relisted, and want to make sure that each item has a perfect product details page.
Any tips before resubmitting would be much appreciated!