Dear Seller Performance Team,

I hope this message finds you well. I am writing to appeal the recent counterfeit complaint against Essence Shops. I appreciate the opportunity to address the concerns raised and assure you that I have taken significant steps to rectify the situation and prevent similar issues in the future.

Root Causes of the Problem:

Lack of Attention to Customer Feedback Channels:

Regrettably, I overlooked the customer health page, leading to the failure to submit an invoice during the complaint process.

Uncertainty Regarding Complaints:

While I'm uncertain about the specifics of the complaint, it may have stemmed from product quality issues.

Listing on Existing ASINs:

The products were listed on existing ASINs without adequate scrutiny, contributing to the problem.

Reliance on Retail Arbitrage:

My business model of retail arbitrage from Walmart introduced unforeseen risks regarding product authenticity.

Misleading Information from Supplier:

Despite purchasing from a reputed seller on Walmart's platform, the presence of fake authenticity statements and reviews misled me.

Difficulty Obtaining Invoices:

Despite repeated requests, the supplier failed to provide invoices, hindering my ability to authenticate the products.

Failure to Obtain Brand Authorization:

Offering products without direct brand authorization was a mistake that I deeply regret.

Oversight in Inventory Management:

Inadequate oversight of inventory management due to a lack of previous issues of a similar nature.

Assumption of Supply Chain Integrity:

Erroneously assuming the integrity of the supply chain when purchasing from reputed sources.

Corrective Actions Implemented:

Immediate Removal of Listings:

I promptly deleted the listings and ASINs associated with the complaint to prevent further sales of affected products.

Supplier Engagement:

I have informed the supplier about the issues to seek their cooperation in preventing similar occurrences.

Enhanced Inspection Procedures:

New inspection steps have been instituted to identify damaged inventory, inferior quality products, and counterfeits.

Focus on Product Quality:

Heightened attention to product quality to address concerns regarding authenticity perception.

Monitoring and Response Protocol:

I have implemented policies to closely monitor all customer feedback, reviews, and notifications for immediate response.

Preventative Measures:

Revised Business Plan:

I have updated my sourcing strategy to engage only with authorized suppliers who can provide verifiable documentation of product authenticity.

Invoice Validation:

I will rigorously validate all invoices from suppliers to ensure the authenticity of received products.

Secure Shipping Methods:

Utilization of trusted shipping methods to ensure secure delivery of items to Amazon fulfillment centers.

Focus on Health and Beauty Category:

I plan to focus on selling inventory within the Health and Beauty category, partnering with reliable suppliers.

Training Program Initiatives:

Enrollment in Amazon Seller University and implementation of a training program for my team to ensure compliance with policies and guidelines.

Pre-listing Checks and Packaging:

Thorough pre-listing checks to ensure compliance with Amazon's guidelines and use of appropriate packaging materials.

Improved Supply Chain Oversight:

Enhanced oversight of the supply chain, including staff training on product inspection and verification.

Additional Information:

Despite efforts, obtaining invoices from the supplier, Walmart, proved challenging.

Inexperience in identifying counterfeit products led to the assumption of product authenticity based on supplier ratings.

Future listings will prioritize direct brand suppliers offering invoices and authenticity guarantees.

Actions taken to remove problematic ASINs and address issues with suppliers.

Resolution of additional concerns uncovered during the investigation process.

I am committed to working closely with Amazon to ensure compliance with all policies and regulations. Your consideration of this appeal is greatly appreciated.