I’ve sent this to a couple people in DM’s primarily because the formatting is messed up and I didn’t want to post here with weird formatting but it seems this is useful information and while I don’t have time to figure out the formatting I’m happy to share as-is:

1. The issue(s) that led to the complaints about the product condition or description of your items.

* The notification regarding the closure of our listing for this product indicated “Customers may be complaining because the items they received did not accurately match the condition or description of the product mentioned in the product detail page of your listings.”
* **We have reviewed return comments, buyer-seller messaging, recent product reviews, Voice of the Customer CX Health and have inspected returns.**
* **Root cause: inadequate product packaging at manufacture causing product parts to be damaged in transit giving the appearance these items were used.**
* **We identified 3 specific issues that led to customer dissatisfaction and complaints about ASIN B00******* caused by inadequate packaging.**
  1. **Scratches to surface paint on frame steel tubing**
  2. **Bends/dents in steel frame tubing openings**
  3. **Tears in *********

2. The actions you have taken to resolve the issue(s) that caused the complaints about the product condition or description of your items.

* **Requested removal of all units of this item from FBA fulfilment centers back to us for inspection.**
* **We have ensured our product description and product condition reflect that this is a new item. All products of ASIN B00******* we ship Amazon and to customers meet this description exactly.**
* **We will fix the root cause of the problem (inadequate internal packaging) and confirm that we fixed the packaging problem before we resume selling ASIN B00******* on Amazon.**
  1. **Improve internal packaging and protection of components to better withstand rigors of warehousing and shipping.**

    * **Add a sealed poly sleeve to each steel tube contained within the package to prevent scratching of painted metal parts.**
    * **Add additional protection to 3 parts that we identified as susceptible to bending. Each part will get a protective rubber cap to prevent damage in transit.**
    * **Prevent ***** damage by insulating the *** from contact with steel frame parts. All components will be protected by internal packaging.**

3. The steps you have taken to prevent future complaints about the condition of your items.

* **Improve internal packaging and protection of components to better withstand rigors of warehousing and shipping.**
  1. **Add a poly sleeve to each steel tube contained within the package to prevent scratching of painted metal parts.**
  2. **Added additional protection to 3 parts that we identified as susceptible to bending. Each part will get a protective rubber cap to prevent damage in transit.**
  3. **Prevent ******* damage by insulating from contact with steel frame parts. All components will be protected by internal packaging.**

Here are a few things to consider as you create your plan:

1. Sourcing: Are you sourcing the product from a trusted supplier that sells items in condition?

* **Yes. We are the sole brand owner of this product and have worked with the same production facility to manufacture this product for us since 2013. Our manufacturer has agreed to implement the above packaging improvements. We have included the relevant invoices as requested.**

2. Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?

* **Yes. We have traced the source of the customer complaints and issues to deficiencies in product packaging rather than listing details.**

3. Packaging: Is the product in its original manufacturer packaging as listed on Amazon?

* **Yes. We are the manufacturer and sell this item only in factory original packaging.**

4. Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately, and will not be damaged when shipped?

* **We have now done this. While return rate is low we found deficiencies in product packaging that have not adequately prevented damage in warehousing and shipping to the end customer. We have taken appropriate steps (described above) to improve packaging and prevent future issues.**

5. Review your communications, reviews, and feedback from buyers to better understand the issues.

* **We have reviewed all available information regarding this product and returns including but not limited to buyer-seller communications, product reviews, seller feedback, CX feedback, returns inspections, return requests.**

6. Be as specific as possible in your plan.
7. Do not limit your plan to issues with specific orders.

• Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below:

8. These documents should reflect your sales volume on Amazon during the last 365 days.

• • Commercial Invoice Documents included below in body and attached.

9. Please include contact information for your supplier, including name, phone number, address, and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.

• **Supplier: *************
• **Address: *************
• **Email: *************
• Telephone: ***************
• Website: None

10. 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.

Learn more about our policies in Seller Central Help:

• Condition Guidelines (https://sellercentral.amazon.com/gp/help/200339950)
  • We have read and understand the Condition Guidelines. Specifically we have realized that damage to packaging and contents during warehousing and shipping may have caused customers to believe that the item they received of the ASIN in question was not new due to said damage. We have taken appropriate steps to improve packaging to ensure every unit arrives to the end customer in perfect brand-new condition.
• Amazon Product Authenticity and Quality Help Page (https://sellercentral.amazon.com/gp/help/G202010130)
  • We have read and understand Amazon’s Amazon Product Authenticity and Quality guidelines and restrictions.
• Product Detail Page Rules (https://sellercentral.amazon.com/gp/help/200390640)
  • We have read and understand Amazon’s Product Detail Page Rules.
• Best Practices in Product Authenticity and Quality (https://sellercentral.amazon.com/learn/courses?ref_=su_courses_c12_m554&courseId=12&moduleId=554)
  • We have read and reviewed the Seller University course on Best Practices in Product Authenticity and Quality. We have read and understand the guidance in subsections: Sourcing Products Listing Products & Storing and Shipping.
  • We have taken and passed the Product Quality – Appeal Quiz
• Prohibited Seller Activities and Actions (https://sellercentral.amazon.com/gp/help/200386250)
  • We have read and understand the Selling Policies and Seller Code of Conduct and Prohibited Seller Activities and Actions.