I’m a UK based seller - having been selling on Amazon worldwide for over 12 years. Recently got suspended from .com and I have sent my second appeal. Still not enough info! There must be something I’m missing - can anyone help. I would really appreciate any input.
Dear Charlotte Milne/Toys2uUSA
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 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.
Here is my second appeal…
Dear Amazon Seller Performance Team
Thank you for the opportunity to provide extra detail regards appealing my Seller Account’s suspension due to its Order Defect Rate Exceeding the 1% target.
Greater detail on the root cause(s) of buyers not receiving orders or late receipt of orders.
I received several customer complaints in the form of A-Z claims and negative feedbacks complaining about non-receipt of products arriving and poor customer service which consisted of not responding to customers or responding late out of Amazon’s 24hr timeframe. This was caused by unexpectedly high order volumes, for which I was not properly prepared. Also, it was caused by my failure to use a fast and reliable shipping carrier (which could handle increased seasonal volumes) and non-tracking of items. A fast, tracked and reliable safe shipping carrier would have prevented late receipt and non-receipt of items. I also failed to add customs codes to shipments which could reduce delays in customs checks. I failed to check shipping addresses as some were incorrect, outdated or incomplete within orders arriving in Seller Central. Some did not have a house number/name/ apartment, building, floor or unit number. Only a city, country and post/zip code. These are the root causes for late, missing items and poor customer service.
Greater detail on the actions you have taken to resolve buyers not receiving orders or late receipt of orders.
What I have done to resolve negative issues:
Customer messages received were answered on time within the Amazon 24hr window by myself. I made constant checks twice daily in Seller Central to ensure no messages were missed at 10am and 6pm . All remaining and pending orders were shipped immediately within the exact Amazon shipping dates specified in each order details, in the correct quantities and exactly as described in the listings. Order lists were collated daily at 2pm for order shipping collection at 5pm daily. Shipping addresses were checked to ensure they were correct. If incomplete or incorrect I contacted customers to ensure that the correct details were added to their Amazon Account to ensure each shipment arrived at the correct location. Subsequently labels printed out were checked to ensure they matched the correct shipping address, return address and tracking number were legible, prior to attaching to parcels. Order lists were checked twice daily to ensure orders were processed on time and correctly. Orders were packed and labelled correctly and effectively for collection at 5pm . Tracking numbers and carrier details were sent electronically to each customer on confirmation of shipment within Seller Central after each was checked online to guarantee they were valid. I used a new Priority Airmail Service via Royal Mail with customs information to reduce custom checks queues and detailed location tracking. Throughout transit of each shipment I checked daily on Royal Mail Track and Trace and country USPS Track and Trace to check for safe delivery/attempted delivery. For attempted or no delivery of items I contacted either Royal Mail or country specific postal services (usually USPS) to arrange rescheduled times that was convenient to the customer or confirm the date that the item would be delivered. I relayed this information to the customer. I have researched all available shipping carriers in my country (the UK) to evaluate which ones offer the safest and fastest delivery service to the USA to prevent late receipt and non-receipt complaints. All orders are being sent by an International Priority Airmail with customs codes and tracking included which is a fast and safe tracked and signed for service by Royal Mail. I have monitored their performance for each shipment sent out.
I have read and reread all Amazon’s policies and help pages including minimum performance standards to ensure I do not violate them again.
Greater detail on the steps you have taken to prevent buyers not receiving orders or late receipt of orders going forward.
What will I do to prevent this from happening again:
From now on, I will send out all orders on time and confirm as shipped within the Expected Ship Date as advised within Seller Central. I will make daily checks on Seller Central to ensure this is actioned and check that shipping addresses are correct, contacting customers if they are not and obtaining the correct details, ensuring customers amend details within their account. Also, I will check shipping labels are printed legible with the correct shipping address. Shipping confirmation will be sent within the shipping dates stated within Seller Central and the ship date, carrier and tracking information will be sent to the customer as soon as the item has been shipped. I will use the International Priority Airmail Royal Mail Tracked Service which is fast, safe and reliable shipping carrier (which includes tracking and signature proof of delivery and customs codes to reduce customs delays) . This will ensure late receipt and non-receipt complaints do not occur. I will communicate with customer via Amazon messages as to parcel location in the transit trail on a daily basis.
As soon as my Seller Account gets reactivated I will increase my Handling Time to reflect any additional time (reviewing at peak seasonal times such as Easter and Christmas) I need to process orders and covers any unexpected delays. This will ensure that customers will have realistic delivery expectations. If I am for any reason not able to fulfil orders my entire account will be set on Holiday Settings. I will regularly review my performance metrics (daily) on Seller Central to verify that I am within Amazon’s targets. And address any issues with customers immediately should they flag up. Always aiming to have 100% Account Health. All customer messages will be answered on time. All orders shipped and confirmed as dispatched on time . I will make twice daily checks for customer messages and respond on checking immediately.
Greater detail on evidence or examples that demonstrate that your account has complied with our policy
Processed and packed orders within Amazon timeframes
Maintain customer centred philosophy. Aim to ensure customer 100% happy and the order defect rate is zero
Contact customer politely and promptly to ensure a smooth good buying experience
Items are sent out and confirmed within Amazon expected shipping dates
I send items out via the fastest and safest carrier possible to ensure items arrive on time
Check Account Health Daily. Contacting Amazon/Customers should issues arise. Referring to help or policy pages or seller support.
I ensure orders have valid shipping addresses, tracking and customs details to ensure that items do not go a stray
I ensure inventory levels are correct so cancellation rates are zero
I work with the buyer quickly via Amazon messaging to resolve any issues
List products correctly and accurately so they exactly match those on Amazon
Check that products are legal and comply with all Amazon Selling Policies
I believe that my Plan of Action sufficiently addresses issues described in the suspension notice and I am looking forward to continue selling on Amazon.com ASAP.