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Seller_HugGTLWmWg1Xq

Feedback wanted on Plan of Action

Hi Everyone,

Just hoping there’s still out there who could give us some feedback on our Plan of Action. We have not yet been suspended but have received a couple of Product Authenticity Customer Complaints. We are not sure what to do about the first one because the ASIN has already been reinstated, but for the second one they have requested we send in invoices along with a plan of action. I have pasted a copy of what I’ve drafted so far and would just like some feedback on wether this is likely to be sufficient?

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several receipts for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • Thorough quality control checks were not carried out by us prior to sending these items into Amazon.

What actions we have taken to resolve the issue

Read and ensured myself and my staff and a thorough and comprehensive understanding of the guidelines:

What steps we will take to prevent future issues

  • We have immediately closed the listings these complaints relate to along with any similar items from the same manufacturer so they are no longer offered for sale on Amazon.
  • Due to quality issues we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately.
  • Where we receive more multiple returns for any items we will withdraw this item from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic.
  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review my inventory intake process, making sure every individual product is quality control checked before it is added to my inventory and before it is sold/dispatched to ensure buyers do not receive faulty products.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

120 views
19 replies
Grow Your Business
Tags:International expansion
00
Reply
user profile
Seller_HugGTLWmWg1Xq

Feedback wanted on Plan of Action

Hi Everyone,

Just hoping there’s still out there who could give us some feedback on our Plan of Action. We have not yet been suspended but have received a couple of Product Authenticity Customer Complaints. We are not sure what to do about the first one because the ASIN has already been reinstated, but for the second one they have requested we send in invoices along with a plan of action. I have pasted a copy of what I’ve drafted so far and would just like some feedback on wether this is likely to be sufficient?

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several receipts for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • Thorough quality control checks were not carried out by us prior to sending these items into Amazon.

What actions we have taken to resolve the issue

Read and ensured myself and my staff and a thorough and comprehensive understanding of the guidelines:

What steps we will take to prevent future issues

  • We have immediately closed the listings these complaints relate to along with any similar items from the same manufacturer so they are no longer offered for sale on Amazon.
  • Due to quality issues we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately.
  • Where we receive more multiple returns for any items we will withdraw this item from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic.
  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review my inventory intake process, making sure every individual product is quality control checked before it is added to my inventory and before it is sold/dispatched to ensure buyers do not receive faulty products.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

Grow Your Business
Tags:International expansion
00
120 views
19 replies
Reply
19 replies
user profile
Seller_hC0hNVDuILaKO
In reply to: Seller_HugGTLWmWg1Xq's post

Irrelevant fluff which does not ad to the appeal but simply makes the reps task harder as he has to cut through this to reach the actual plan.

Receipts are not invoices and will only be accepted in very occasional circumstances. They need to be more than a regular till receipt and actually show the supplier and your details on as well as the goods, just like a regular invoice would do.

Is this your “root cause”?
Because it isn’t a root cause [at least not the first point]
Amazon already know you received a number of complaints, so you don’t need to remind them, you need to dig deep and work out “WHY”
Why did these complaints happen? What processes were lacking in your system that led to poor quality items being shipped.
Lack of QC at dispatch is only the last point of what should have been several in your root causes.
Poor manufacturing?
Poor packaging?
Poor handling or storage?
Work out what led to the goods being below par in the first place and put that down as your root cause.
Then you can build the rest of your plan from there.
At the moment, IMO, your plan is insufficient due to the root cause in particular not having been diagnosed fully.

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1,

Abel here to assist.

I’d like to comment on your Plan Of Action (POA) regarding the information you have provided:

  • First of all, about the biggest gap on your POA, I’d kindly suggest you to investigate the root causes again as you have not clearly stated the root cause.
    What made the customers complaint about the related ASIN? For ex: are you sure about the ASIN’s description or image or even the packaging? Is there any wrong information that may cause a confusion of the buyers? Or have you checked if the item was damaged during the delivery, etc. Better to find out what caused the customers complaint about this ASIN and address the issue on “ root cause” section.

  • Have you provided invoices for this ASIN? Please remember that as you must provide the invoices from your supplier, if you can not provide any documents for any reason, better to state why you can not provide an invoices. And information of your supplier will help you as well.

  • You have stated the same ASIN or similar items from the same manufacturer on the Solution and Future Remedies. However better to state what you have done/will do in order to avoid the similar complaints against any of your listings. For ex: are you sure about the rest of your listings? If yes, please state the reason or your reference.

  • Better to state how you have checked/ will check the ASINs’ authenticity. Please identify your references, official external links will be helpful.

  • To be able to cover all the gaps, better to state how often you’ll review your stock inventory.

  • As you have stated “ We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints.” Again to be able to cover all the gaps, better to state greater details about how you’ll be sure about the item’s authenticity or quality in general.

I’d like to keep assisting you with your POA, so if you’d update and post it again here regarding the information I’ve provided, i’d like to review it for one more time before you will it.

Thank you

Abel

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello Deanovski,

We try to reply to every posts as soon as possible but as you can imagine we may miss some as well.

Could you please post a new topic or try to tag any of us again in the previous one if you have already posted?

And @ CBD_Distribution_Lt1, we’ll waiting for your updated POA to review.

Thank you

Abel

00
user profile
Seller_HugGTLWmWg1Xq
In reply to: Seller_HugGTLWmWg1Xq's post

Hi,
Thank you for all the advice so far. I have now redrafted this taking all this on board and it’s posted below:

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several invoices for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • The cause of the problem has been found to poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use. This had caused the lids of some of the boxes to bow or warp post production. In some cases, the extent of the bowing would also cause the hinges to come away from the lid.
  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • The products in question were not thoroughly inspected prior to being sent into Amazon to ensure that they were free from any defects and were of a suitable quality for sale.

What actions we have taken to resolve the issue

Read and ensured myself and my staff and a thorough and comprehensive understanding of the guidelines:

  • Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.co.uk/gp/help/201165970)

  • Policies and Agreements (https://sellercentral.amazon.co.uk/gp/help/521)

  • Prohibited Seller Activities and Actions (https://sellercentral.amazon.co.uk/gp/help/200386250)

  • Product Detail Page Rules (https://sellercentral.amazon.co.uk/gp/help/200390640)

  • Condition Guidelines (https://sellercentral.amazon.co.uk/gp/help/20033950)

  • We have closed all listings of similar items from the manufacturer until all quality issues have been addressed.

  • We have recalled any stock of these items currently held in Amazon Fulfilment Centres so that they can be thoroughly inspected for any quality issues (Removal order ID: 191118M6S)

  • We will no longer offer the items affected by these issues for sale on Amazon.

  • We have reviewed all our other listings to confirm where they were purchased, that they are genuine and authentic, and we have confirmed that we are purchasing all items from the manufacturers recommended distributors for our territory.

  • We have conducted a thorough review of all our other Amazon listings and stock for any possible manufacturing defects and any ASINs that may be susceptible to such defects.

  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are compatible and exactly as described on the Amazon detail page and that they are free from any defects.

What steps we will take to prevent future issues

  • We have immediately closed the listings these complaints relate to along with any similar items from the same manufacturer so they are no longer offered for sale on Amazon.
  • Due to quality issues we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately.
  • Where we receive multiple returns for any items, we will withdraw these items from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic.
  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review our inventory intake process, making sure every individual product is quality control checked before it is added to our inventory and before it is sold/dispatched to ensure buyers do not receive faulty products.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints. For any product we have listed or intend to list we will obtain confirmation from the manufacturer both that we are authorised to sell the product on Amazon and that we are purchasing directly from their recommended distributors.
  • We will conduct a thorough review all of our inventory and stock on a monthly basis to ensure that items have been quality control checked, that they are genuine and authentic, sourced from authorised distributors, and that they exactly match the respective Amazon detail pages, descriptions and images.
  • We will closely monitor our own seller feedback and feedback on all our product listing to highlight any potential quality issues.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1

I’d like to comment on your latest plan of action (POA):

*Well, first of all better to eliminate redundant and repetitive information on your POA.

Please remember that sometimes the sellers may violate the Amazon policies unintentionally for several reasons. Instead of denying the issue in the first place, it is always better to admit the mistake.

*You have stated the root cause as :

However, there’s no solution and remedy steps defined regarding to the related root cause. What you have done and what will you do in order to avoid the similar issues in the future?

  • Stating your reference source of reviewing the entire listing’s authenticity will make your POA stronger and please remember that you need to be sure about the authenticity of your items before receiving a warning which leads you to state your future remedies in order to avoid similar complaints.

*Finally please review/organize your statement regarding Root Cause ( the reason of the issue, what went wrong, ended up receiving those complaints) / Solutions to the root cause ( what you have done so far by now to solve the issue. Your recent actions taken) / Future Remedies ( your future actions to be able to avoid the similar issues in the future)

I kindly recommend you to review and update your POA regarding the information above.

Hope this is helful.

Abel

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1,

As you have stated before; the root cause is due to …”poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use…”

So as a solution you already closed the listings from the same manufacturer, will not sell any items from that manufacturer. However greater details needed about the future quality checks before listing the products. For example: monitoring the returns and product reviews is not a viable remedy as you do not state any precautions in order to avoid similar issues for your future listings / items from different manufacturer.

And please identify how you will verify the authorization of your manufacturer/supplier. If you have already agreed with any, better to provide an information of your new supplier.

Abel

10
user profile
Seller_HugGTLWmWg1Xq
In reply to: Seller_HugGTLWmWg1Xq's post

Hi Guys,

Much thanks and apprecaition for all your advice so far. It’s really been such a great help and this draft is looking much better then what I came up with initialy. Please let me know if you think this still needs some tweaking (I am thinking I should cut out all the part in italics?):

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several invoices for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • The cause of the problem has been found to poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use. This had caused the lids of some of the boxes to bow or warp post production. In some cases, the extent of the bowing would also cause the hinges to come away from the lid.
  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • The products in question were not thoroughly inspected prior to being sent into Amazon to ensure that they were free from any defects and were of a suitable quality for sale.

Actions we have taken to resolve the issue

  • We have closed and deleted all listings of this and other items from the manufacturer until all quality issues have been fully investigated and addressed. We have also recalled any stock of these items currently held in Amazon Fulfilment Centres so that they can be thoroughly inspected for any quality issues (Removal order ID: 191118M6S).
  • We have gone through all our listings on Amazon and identified the manufacturer for each individual listing. We have then confirmed with each individual manufacturer (through checking the authorised distributors listed on their websites and also through direct contact) that all of our stock has been and is being purchased from one of their recommended and authorised distributors.
  • Read and ensured myself and my staff have a thorough and comprehensive understanding of the guidelines:

Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.co.uk/gp/help/201165970)

Policies and Agreements (https://sellercentral.amazon.co.uk/gp/help/521)

Prohibited Seller Activities and Actions (https://sellercentral.amazon.co.uk/gp/help/200386250)

Product Detail Page Rules (https://sellercentral.amazon.co.uk/gp/help/200390640)

Condition Guidelines (https://sellercentral.amazon.co.uk/gp/help/20033950)

  • We have reviewed all our other listings to confirm where they were purchased, that they are genuine and authentic, and we have confirmed that they were purchased from the manufacturers recommended distributors for our territory.
  • We have conducted a thorough review of all our other Amazon listings and stock for any possible manufacturing defects and any ASINs that may be susceptible to such defects.

What steps we will take to prevent future issues

  • Due to quality issues encountered with these products we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future. We will also not be listing any items susceptible to this issue, i.e., made from wood, in the future.
  • We have also decided to not sell any more wooden products that could be susceptible to this kind of defect. We are now selling very good quality plastic boxes in place of these items, and we have thoroughly tested and checked the quality of these products to ensure they are of very good quality. These are all purchased from their sole UK distributor and we were already stocking many of their other items which are all of the highest quality and have, and continue to receive a considerable amount of five-star reviews on Amazon.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately. Where we receive multiple returns for any items, we will withdraw these items from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic. We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described.
  • We have put additional controls in place to ensure that each item is thoroughly quality controlled both before being checked into our inventory, and additionally at the point of dispatch to the customer or Amazon Fulfilment Centres.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints. For any product we have listed or intend to list we will obtain confirmation from the manufacturer both that we are authorised to sell the product on Amazon and that we are purchasing directly from their recommended distributors.
  • We will conduct a thorough review all of our inventory and stock on a monthly basis, along with regular spot checks, to ensure that items have been quality control checked, that they are genuine and authentic, sourced from authorised distributors, and that they exactly match the respective Amazon detail pages, descriptions and images.
  • We will closely monitor our own seller feedback and feedback on all our product listing to highlight any potential quality issues.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

00
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user profile
Seller_HugGTLWmWg1Xq

Feedback wanted on Plan of Action

Hi Everyone,

Just hoping there’s still out there who could give us some feedback on our Plan of Action. We have not yet been suspended but have received a couple of Product Authenticity Customer Complaints. We are not sure what to do about the first one because the ASIN has already been reinstated, but for the second one they have requested we send in invoices along with a plan of action. I have pasted a copy of what I’ve drafted so far and would just like some feedback on wether this is likely to be sufficient?

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several receipts for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • Thorough quality control checks were not carried out by us prior to sending these items into Amazon.

What actions we have taken to resolve the issue

Read and ensured myself and my staff and a thorough and comprehensive understanding of the guidelines:

What steps we will take to prevent future issues

  • We have immediately closed the listings these complaints relate to along with any similar items from the same manufacturer so they are no longer offered for sale on Amazon.
  • Due to quality issues we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately.
  • Where we receive more multiple returns for any items we will withdraw this item from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic.
  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review my inventory intake process, making sure every individual product is quality control checked before it is added to my inventory and before it is sold/dispatched to ensure buyers do not receive faulty products.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

120 views
19 replies
Grow Your Business
Tags:International expansion
00
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user profile
Seller_HugGTLWmWg1Xq

Feedback wanted on Plan of Action

Hi Everyone,

Just hoping there’s still out there who could give us some feedback on our Plan of Action. We have not yet been suspended but have received a couple of Product Authenticity Customer Complaints. We are not sure what to do about the first one because the ASIN has already been reinstated, but for the second one they have requested we send in invoices along with a plan of action. I have pasted a copy of what I’ve drafted so far and would just like some feedback on wether this is likely to be sufficient?

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several receipts for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • Thorough quality control checks were not carried out by us prior to sending these items into Amazon.

What actions we have taken to resolve the issue

Read and ensured myself and my staff and a thorough and comprehensive understanding of the guidelines:

What steps we will take to prevent future issues

  • We have immediately closed the listings these complaints relate to along with any similar items from the same manufacturer so they are no longer offered for sale on Amazon.
  • Due to quality issues we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately.
  • Where we receive more multiple returns for any items we will withdraw this item from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic.
  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review my inventory intake process, making sure every individual product is quality control checked before it is added to my inventory and before it is sold/dispatched to ensure buyers do not receive faulty products.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

Grow Your Business
Tags:International expansion
00
120 views
19 replies
Reply
user profile

Feedback wanted on Plan of Action

by Seller_HugGTLWmWg1Xq

Hi Everyone,

Just hoping there’s still out there who could give us some feedback on our Plan of Action. We have not yet been suspended but have received a couple of Product Authenticity Customer Complaints. We are not sure what to do about the first one because the ASIN has already been reinstated, but for the second one they have requested we send in invoices along with a plan of action. I have pasted a copy of what I’ve drafted so far and would just like some feedback on wether this is likely to be sufficient?

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several receipts for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • Thorough quality control checks were not carried out by us prior to sending these items into Amazon.

What actions we have taken to resolve the issue

Read and ensured myself and my staff and a thorough and comprehensive understanding of the guidelines:

What steps we will take to prevent future issues

  • We have immediately closed the listings these complaints relate to along with any similar items from the same manufacturer so they are no longer offered for sale on Amazon.
  • Due to quality issues we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately.
  • Where we receive more multiple returns for any items we will withdraw this item from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic.
  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review my inventory intake process, making sure every individual product is quality control checked before it is added to my inventory and before it is sold/dispatched to ensure buyers do not receive faulty products.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

Grow Your Business
Tags:International expansion
00
120 views
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Seller_hC0hNVDuILaKO
In reply to: Seller_HugGTLWmWg1Xq's post

Irrelevant fluff which does not ad to the appeal but simply makes the reps task harder as he has to cut through this to reach the actual plan.

Receipts are not invoices and will only be accepted in very occasional circumstances. They need to be more than a regular till receipt and actually show the supplier and your details on as well as the goods, just like a regular invoice would do.

Is this your “root cause”?
Because it isn’t a root cause [at least not the first point]
Amazon already know you received a number of complaints, so you don’t need to remind them, you need to dig deep and work out “WHY”
Why did these complaints happen? What processes were lacking in your system that led to poor quality items being shipped.
Lack of QC at dispatch is only the last point of what should have been several in your root causes.
Poor manufacturing?
Poor packaging?
Poor handling or storage?
Work out what led to the goods being below par in the first place and put that down as your root cause.
Then you can build the rest of your plan from there.
At the moment, IMO, your plan is insufficient due to the root cause in particular not having been diagnosed fully.

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1,

Abel here to assist.

I’d like to comment on your Plan Of Action (POA) regarding the information you have provided:

  • First of all, about the biggest gap on your POA, I’d kindly suggest you to investigate the root causes again as you have not clearly stated the root cause.
    What made the customers complaint about the related ASIN? For ex: are you sure about the ASIN’s description or image or even the packaging? Is there any wrong information that may cause a confusion of the buyers? Or have you checked if the item was damaged during the delivery, etc. Better to find out what caused the customers complaint about this ASIN and address the issue on “ root cause” section.

  • Have you provided invoices for this ASIN? Please remember that as you must provide the invoices from your supplier, if you can not provide any documents for any reason, better to state why you can not provide an invoices. And information of your supplier will help you as well.

  • You have stated the same ASIN or similar items from the same manufacturer on the Solution and Future Remedies. However better to state what you have done/will do in order to avoid the similar complaints against any of your listings. For ex: are you sure about the rest of your listings? If yes, please state the reason or your reference.

  • Better to state how you have checked/ will check the ASINs’ authenticity. Please identify your references, official external links will be helpful.

  • To be able to cover all the gaps, better to state how often you’ll review your stock inventory.

  • As you have stated “ We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints.” Again to be able to cover all the gaps, better to state greater details about how you’ll be sure about the item’s authenticity or quality in general.

I’d like to keep assisting you with your POA, so if you’d update and post it again here regarding the information I’ve provided, i’d like to review it for one more time before you will it.

Thank you

Abel

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello Deanovski,

We try to reply to every posts as soon as possible but as you can imagine we may miss some as well.

Could you please post a new topic or try to tag any of us again in the previous one if you have already posted?

And @ CBD_Distribution_Lt1, we’ll waiting for your updated POA to review.

Thank you

Abel

00
user profile
Seller_HugGTLWmWg1Xq
In reply to: Seller_HugGTLWmWg1Xq's post

Hi,
Thank you for all the advice so far. I have now redrafted this taking all this on board and it’s posted below:

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several invoices for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • The cause of the problem has been found to poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use. This had caused the lids of some of the boxes to bow or warp post production. In some cases, the extent of the bowing would also cause the hinges to come away from the lid.
  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • The products in question were not thoroughly inspected prior to being sent into Amazon to ensure that they were free from any defects and were of a suitable quality for sale.

What actions we have taken to resolve the issue

Read and ensured myself and my staff and a thorough and comprehensive understanding of the guidelines:

  • Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.co.uk/gp/help/201165970)

  • Policies and Agreements (https://sellercentral.amazon.co.uk/gp/help/521)

  • Prohibited Seller Activities and Actions (https://sellercentral.amazon.co.uk/gp/help/200386250)

  • Product Detail Page Rules (https://sellercentral.amazon.co.uk/gp/help/200390640)

  • Condition Guidelines (https://sellercentral.amazon.co.uk/gp/help/20033950)

  • We have closed all listings of similar items from the manufacturer until all quality issues have been addressed.

  • We have recalled any stock of these items currently held in Amazon Fulfilment Centres so that they can be thoroughly inspected for any quality issues (Removal order ID: 191118M6S)

  • We will no longer offer the items affected by these issues for sale on Amazon.

  • We have reviewed all our other listings to confirm where they were purchased, that they are genuine and authentic, and we have confirmed that we are purchasing all items from the manufacturers recommended distributors for our territory.

  • We have conducted a thorough review of all our other Amazon listings and stock for any possible manufacturing defects and any ASINs that may be susceptible to such defects.

  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are compatible and exactly as described on the Amazon detail page and that they are free from any defects.

What steps we will take to prevent future issues

  • We have immediately closed the listings these complaints relate to along with any similar items from the same manufacturer so they are no longer offered for sale on Amazon.
  • Due to quality issues we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately.
  • Where we receive multiple returns for any items, we will withdraw these items from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic.
  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review our inventory intake process, making sure every individual product is quality control checked before it is added to our inventory and before it is sold/dispatched to ensure buyers do not receive faulty products.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints. For any product we have listed or intend to list we will obtain confirmation from the manufacturer both that we are authorised to sell the product on Amazon and that we are purchasing directly from their recommended distributors.
  • We will conduct a thorough review all of our inventory and stock on a monthly basis to ensure that items have been quality control checked, that they are genuine and authentic, sourced from authorised distributors, and that they exactly match the respective Amazon detail pages, descriptions and images.
  • We will closely monitor our own seller feedback and feedback on all our product listing to highlight any potential quality issues.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1

I’d like to comment on your latest plan of action (POA):

*Well, first of all better to eliminate redundant and repetitive information on your POA.

Please remember that sometimes the sellers may violate the Amazon policies unintentionally for several reasons. Instead of denying the issue in the first place, it is always better to admit the mistake.

*You have stated the root cause as :

However, there’s no solution and remedy steps defined regarding to the related root cause. What you have done and what will you do in order to avoid the similar issues in the future?

  • Stating your reference source of reviewing the entire listing’s authenticity will make your POA stronger and please remember that you need to be sure about the authenticity of your items before receiving a warning which leads you to state your future remedies in order to avoid similar complaints.

*Finally please review/organize your statement regarding Root Cause ( the reason of the issue, what went wrong, ended up receiving those complaints) / Solutions to the root cause ( what you have done so far by now to solve the issue. Your recent actions taken) / Future Remedies ( your future actions to be able to avoid the similar issues in the future)

I kindly recommend you to review and update your POA regarding the information above.

Hope this is helful.

Abel

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1,

As you have stated before; the root cause is due to …”poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use…”

So as a solution you already closed the listings from the same manufacturer, will not sell any items from that manufacturer. However greater details needed about the future quality checks before listing the products. For example: monitoring the returns and product reviews is not a viable remedy as you do not state any precautions in order to avoid similar issues for your future listings / items from different manufacturer.

And please identify how you will verify the authorization of your manufacturer/supplier. If you have already agreed with any, better to provide an information of your new supplier.

Abel

10
user profile
Seller_HugGTLWmWg1Xq
In reply to: Seller_HugGTLWmWg1Xq's post

Hi Guys,

Much thanks and apprecaition for all your advice so far. It’s really been such a great help and this draft is looking much better then what I came up with initialy. Please let me know if you think this still needs some tweaking (I am thinking I should cut out all the part in italics?):

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several invoices for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • The cause of the problem has been found to poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use. This had caused the lids of some of the boxes to bow or warp post production. In some cases, the extent of the bowing would also cause the hinges to come away from the lid.
  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • The products in question were not thoroughly inspected prior to being sent into Amazon to ensure that they were free from any defects and were of a suitable quality for sale.

Actions we have taken to resolve the issue

  • We have closed and deleted all listings of this and other items from the manufacturer until all quality issues have been fully investigated and addressed. We have also recalled any stock of these items currently held in Amazon Fulfilment Centres so that they can be thoroughly inspected for any quality issues (Removal order ID: 191118M6S).
  • We have gone through all our listings on Amazon and identified the manufacturer for each individual listing. We have then confirmed with each individual manufacturer (through checking the authorised distributors listed on their websites and also through direct contact) that all of our stock has been and is being purchased from one of their recommended and authorised distributors.
  • Read and ensured myself and my staff have a thorough and comprehensive understanding of the guidelines:

Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.co.uk/gp/help/201165970)

Policies and Agreements (https://sellercentral.amazon.co.uk/gp/help/521)

Prohibited Seller Activities and Actions (https://sellercentral.amazon.co.uk/gp/help/200386250)

Product Detail Page Rules (https://sellercentral.amazon.co.uk/gp/help/200390640)

Condition Guidelines (https://sellercentral.amazon.co.uk/gp/help/20033950)

  • We have reviewed all our other listings to confirm where they were purchased, that they are genuine and authentic, and we have confirmed that they were purchased from the manufacturers recommended distributors for our territory.
  • We have conducted a thorough review of all our other Amazon listings and stock for any possible manufacturing defects and any ASINs that may be susceptible to such defects.

What steps we will take to prevent future issues

  • Due to quality issues encountered with these products we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future. We will also not be listing any items susceptible to this issue, i.e., made from wood, in the future.
  • We have also decided to not sell any more wooden products that could be susceptible to this kind of defect. We are now selling very good quality plastic boxes in place of these items, and we have thoroughly tested and checked the quality of these products to ensure they are of very good quality. These are all purchased from their sole UK distributor and we were already stocking many of their other items which are all of the highest quality and have, and continue to receive a considerable amount of five-star reviews on Amazon.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately. Where we receive multiple returns for any items, we will withdraw these items from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic. We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described.
  • We have put additional controls in place to ensure that each item is thoroughly quality controlled both before being checked into our inventory, and additionally at the point of dispatch to the customer or Amazon Fulfilment Centres.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints. For any product we have listed or intend to list we will obtain confirmation from the manufacturer both that we are authorised to sell the product on Amazon and that we are purchasing directly from their recommended distributors.
  • We will conduct a thorough review all of our inventory and stock on a monthly basis, along with regular spot checks, to ensure that items have been quality control checked, that they are genuine and authentic, sourced from authorised distributors, and that they exactly match the respective Amazon detail pages, descriptions and images.
  • We will closely monitor our own seller feedback and feedback on all our product listing to highlight any potential quality issues.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

00
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user profile
Seller_hC0hNVDuILaKO
In reply to: Seller_HugGTLWmWg1Xq's post

Irrelevant fluff which does not ad to the appeal but simply makes the reps task harder as he has to cut through this to reach the actual plan.

Receipts are not invoices and will only be accepted in very occasional circumstances. They need to be more than a regular till receipt and actually show the supplier and your details on as well as the goods, just like a regular invoice would do.

Is this your “root cause”?
Because it isn’t a root cause [at least not the first point]
Amazon already know you received a number of complaints, so you don’t need to remind them, you need to dig deep and work out “WHY”
Why did these complaints happen? What processes were lacking in your system that led to poor quality items being shipped.
Lack of QC at dispatch is only the last point of what should have been several in your root causes.
Poor manufacturing?
Poor packaging?
Poor handling or storage?
Work out what led to the goods being below par in the first place and put that down as your root cause.
Then you can build the rest of your plan from there.
At the moment, IMO, your plan is insufficient due to the root cause in particular not having been diagnosed fully.

00
user profile
Seller_hC0hNVDuILaKO
In reply to: Seller_HugGTLWmWg1Xq's post

Irrelevant fluff which does not ad to the appeal but simply makes the reps task harder as he has to cut through this to reach the actual plan.

Receipts are not invoices and will only be accepted in very occasional circumstances. They need to be more than a regular till receipt and actually show the supplier and your details on as well as the goods, just like a regular invoice would do.

Is this your “root cause”?
Because it isn’t a root cause [at least not the first point]
Amazon already know you received a number of complaints, so you don’t need to remind them, you need to dig deep and work out “WHY”
Why did these complaints happen? What processes were lacking in your system that led to poor quality items being shipped.
Lack of QC at dispatch is only the last point of what should have been several in your root causes.
Poor manufacturing?
Poor packaging?
Poor handling or storage?
Work out what led to the goods being below par in the first place and put that down as your root cause.
Then you can build the rest of your plan from there.
At the moment, IMO, your plan is insufficient due to the root cause in particular not having been diagnosed fully.

00
Reply
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1,

Abel here to assist.

I’d like to comment on your Plan Of Action (POA) regarding the information you have provided:

  • First of all, about the biggest gap on your POA, I’d kindly suggest you to investigate the root causes again as you have not clearly stated the root cause.
    What made the customers complaint about the related ASIN? For ex: are you sure about the ASIN’s description or image or even the packaging? Is there any wrong information that may cause a confusion of the buyers? Or have you checked if the item was damaged during the delivery, etc. Better to find out what caused the customers complaint about this ASIN and address the issue on “ root cause” section.

  • Have you provided invoices for this ASIN? Please remember that as you must provide the invoices from your supplier, if you can not provide any documents for any reason, better to state why you can not provide an invoices. And information of your supplier will help you as well.

  • You have stated the same ASIN or similar items from the same manufacturer on the Solution and Future Remedies. However better to state what you have done/will do in order to avoid the similar complaints against any of your listings. For ex: are you sure about the rest of your listings? If yes, please state the reason or your reference.

  • Better to state how you have checked/ will check the ASINs’ authenticity. Please identify your references, official external links will be helpful.

  • To be able to cover all the gaps, better to state how often you’ll review your stock inventory.

  • As you have stated “ We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints.” Again to be able to cover all the gaps, better to state greater details about how you’ll be sure about the item’s authenticity or quality in general.

I’d like to keep assisting you with your POA, so if you’d update and post it again here regarding the information I’ve provided, i’d like to review it for one more time before you will it.

Thank you

Abel

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1,

Abel here to assist.

I’d like to comment on your Plan Of Action (POA) regarding the information you have provided:

  • First of all, about the biggest gap on your POA, I’d kindly suggest you to investigate the root causes again as you have not clearly stated the root cause.
    What made the customers complaint about the related ASIN? For ex: are you sure about the ASIN’s description or image or even the packaging? Is there any wrong information that may cause a confusion of the buyers? Or have you checked if the item was damaged during the delivery, etc. Better to find out what caused the customers complaint about this ASIN and address the issue on “ root cause” section.

  • Have you provided invoices for this ASIN? Please remember that as you must provide the invoices from your supplier, if you can not provide any documents for any reason, better to state why you can not provide an invoices. And information of your supplier will help you as well.

  • You have stated the same ASIN or similar items from the same manufacturer on the Solution and Future Remedies. However better to state what you have done/will do in order to avoid the similar complaints against any of your listings. For ex: are you sure about the rest of your listings? If yes, please state the reason or your reference.

  • Better to state how you have checked/ will check the ASINs’ authenticity. Please identify your references, official external links will be helpful.

  • To be able to cover all the gaps, better to state how often you’ll review your stock inventory.

  • As you have stated “ We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints.” Again to be able to cover all the gaps, better to state greater details about how you’ll be sure about the item’s authenticity or quality in general.

I’d like to keep assisting you with your POA, so if you’d update and post it again here regarding the information I’ve provided, i’d like to review it for one more time before you will it.

Thank you

Abel

00
Reply
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello Deanovski,

We try to reply to every posts as soon as possible but as you can imagine we may miss some as well.

Could you please post a new topic or try to tag any of us again in the previous one if you have already posted?

And @ CBD_Distribution_Lt1, we’ll waiting for your updated POA to review.

Thank you

Abel

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello Deanovski,

We try to reply to every posts as soon as possible but as you can imagine we may miss some as well.

Could you please post a new topic or try to tag any of us again in the previous one if you have already posted?

And @ CBD_Distribution_Lt1, we’ll waiting for your updated POA to review.

Thank you

Abel

00
Reply
user profile
Seller_HugGTLWmWg1Xq
In reply to: Seller_HugGTLWmWg1Xq's post

Hi,
Thank you for all the advice so far. I have now redrafted this taking all this on board and it’s posted below:

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several invoices for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • The cause of the problem has been found to poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use. This had caused the lids of some of the boxes to bow or warp post production. In some cases, the extent of the bowing would also cause the hinges to come away from the lid.
  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • The products in question were not thoroughly inspected prior to being sent into Amazon to ensure that they were free from any defects and were of a suitable quality for sale.

What actions we have taken to resolve the issue

Read and ensured myself and my staff and a thorough and comprehensive understanding of the guidelines:

  • Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.co.uk/gp/help/201165970)

  • Policies and Agreements (https://sellercentral.amazon.co.uk/gp/help/521)

  • Prohibited Seller Activities and Actions (https://sellercentral.amazon.co.uk/gp/help/200386250)

  • Product Detail Page Rules (https://sellercentral.amazon.co.uk/gp/help/200390640)

  • Condition Guidelines (https://sellercentral.amazon.co.uk/gp/help/20033950)

  • We have closed all listings of similar items from the manufacturer until all quality issues have been addressed.

  • We have recalled any stock of these items currently held in Amazon Fulfilment Centres so that they can be thoroughly inspected for any quality issues (Removal order ID: 191118M6S)

  • We will no longer offer the items affected by these issues for sale on Amazon.

  • We have reviewed all our other listings to confirm where they were purchased, that they are genuine and authentic, and we have confirmed that we are purchasing all items from the manufacturers recommended distributors for our territory.

  • We have conducted a thorough review of all our other Amazon listings and stock for any possible manufacturing defects and any ASINs that may be susceptible to such defects.

  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are compatible and exactly as described on the Amazon detail page and that they are free from any defects.

What steps we will take to prevent future issues

  • We have immediately closed the listings these complaints relate to along with any similar items from the same manufacturer so they are no longer offered for sale on Amazon.
  • Due to quality issues we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately.
  • Where we receive multiple returns for any items, we will withdraw these items from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic.
  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review our inventory intake process, making sure every individual product is quality control checked before it is added to our inventory and before it is sold/dispatched to ensure buyers do not receive faulty products.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints. For any product we have listed or intend to list we will obtain confirmation from the manufacturer both that we are authorised to sell the product on Amazon and that we are purchasing directly from their recommended distributors.
  • We will conduct a thorough review all of our inventory and stock on a monthly basis to ensure that items have been quality control checked, that they are genuine and authentic, sourced from authorised distributors, and that they exactly match the respective Amazon detail pages, descriptions and images.
  • We will closely monitor our own seller feedback and feedback on all our product listing to highlight any potential quality issues.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

00
user profile
Seller_HugGTLWmWg1Xq
In reply to: Seller_HugGTLWmWg1Xq's post

Hi,
Thank you for all the advice so far. I have now redrafted this taking all this on board and it’s posted below:

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several invoices for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • The cause of the problem has been found to poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use. This had caused the lids of some of the boxes to bow or warp post production. In some cases, the extent of the bowing would also cause the hinges to come away from the lid.
  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • The products in question were not thoroughly inspected prior to being sent into Amazon to ensure that they were free from any defects and were of a suitable quality for sale.

What actions we have taken to resolve the issue

Read and ensured myself and my staff and a thorough and comprehensive understanding of the guidelines:

  • Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.co.uk/gp/help/201165970)

  • Policies and Agreements (https://sellercentral.amazon.co.uk/gp/help/521)

  • Prohibited Seller Activities and Actions (https://sellercentral.amazon.co.uk/gp/help/200386250)

  • Product Detail Page Rules (https://sellercentral.amazon.co.uk/gp/help/200390640)

  • Condition Guidelines (https://sellercentral.amazon.co.uk/gp/help/20033950)

  • We have closed all listings of similar items from the manufacturer until all quality issues have been addressed.

  • We have recalled any stock of these items currently held in Amazon Fulfilment Centres so that they can be thoroughly inspected for any quality issues (Removal order ID: 191118M6S)

  • We will no longer offer the items affected by these issues for sale on Amazon.

  • We have reviewed all our other listings to confirm where they were purchased, that they are genuine and authentic, and we have confirmed that we are purchasing all items from the manufacturers recommended distributors for our territory.

  • We have conducted a thorough review of all our other Amazon listings and stock for any possible manufacturing defects and any ASINs that may be susceptible to such defects.

  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are compatible and exactly as described on the Amazon detail page and that they are free from any defects.

What steps we will take to prevent future issues

  • We have immediately closed the listings these complaints relate to along with any similar items from the same manufacturer so they are no longer offered for sale on Amazon.
  • Due to quality issues we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately.
  • Where we receive multiple returns for any items, we will withdraw these items from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic.
  • We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described and will review our inventory intake process, making sure every individual product is quality control checked before it is added to our inventory and before it is sold/dispatched to ensure buyers do not receive faulty products.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints. For any product we have listed or intend to list we will obtain confirmation from the manufacturer both that we are authorised to sell the product on Amazon and that we are purchasing directly from their recommended distributors.
  • We will conduct a thorough review all of our inventory and stock on a monthly basis to ensure that items have been quality control checked, that they are genuine and authentic, sourced from authorised distributors, and that they exactly match the respective Amazon detail pages, descriptions and images.
  • We will closely monitor our own seller feedback and feedback on all our product listing to highlight any potential quality issues.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

00
Reply
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1

I’d like to comment on your latest plan of action (POA):

*Well, first of all better to eliminate redundant and repetitive information on your POA.

Please remember that sometimes the sellers may violate the Amazon policies unintentionally for several reasons. Instead of denying the issue in the first place, it is always better to admit the mistake.

*You have stated the root cause as :

However, there’s no solution and remedy steps defined regarding to the related root cause. What you have done and what will you do in order to avoid the similar issues in the future?

  • Stating your reference source of reviewing the entire listing’s authenticity will make your POA stronger and please remember that you need to be sure about the authenticity of your items before receiving a warning which leads you to state your future remedies in order to avoid similar complaints.

*Finally please review/organize your statement regarding Root Cause ( the reason of the issue, what went wrong, ended up receiving those complaints) / Solutions to the root cause ( what you have done so far by now to solve the issue. Your recent actions taken) / Future Remedies ( your future actions to be able to avoid the similar issues in the future)

I kindly recommend you to review and update your POA regarding the information above.

Hope this is helful.

Abel

00
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1

I’d like to comment on your latest plan of action (POA):

*Well, first of all better to eliminate redundant and repetitive information on your POA.

Please remember that sometimes the sellers may violate the Amazon policies unintentionally for several reasons. Instead of denying the issue in the first place, it is always better to admit the mistake.

*You have stated the root cause as :

However, there’s no solution and remedy steps defined regarding to the related root cause. What you have done and what will you do in order to avoid the similar issues in the future?

  • Stating your reference source of reviewing the entire listing’s authenticity will make your POA stronger and please remember that you need to be sure about the authenticity of your items before receiving a warning which leads you to state your future remedies in order to avoid similar complaints.

*Finally please review/organize your statement regarding Root Cause ( the reason of the issue, what went wrong, ended up receiving those complaints) / Solutions to the root cause ( what you have done so far by now to solve the issue. Your recent actions taken) / Future Remedies ( your future actions to be able to avoid the similar issues in the future)

I kindly recommend you to review and update your POA regarding the information above.

Hope this is helful.

Abel

00
Reply
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1,

As you have stated before; the root cause is due to …”poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use…”

So as a solution you already closed the listings from the same manufacturer, will not sell any items from that manufacturer. However greater details needed about the future quality checks before listing the products. For example: monitoring the returns and product reviews is not a viable remedy as you do not state any precautions in order to avoid similar issues for your future listings / items from different manufacturer.

And please identify how you will verify the authorization of your manufacturer/supplier. If you have already agreed with any, better to provide an information of your new supplier.

Abel

10
user profile
Seller_A3ZYpb0JuaiEB
In reply to: Seller_HugGTLWmWg1Xq's post

Hello CBD_Distribution_Lt1,

As you have stated before; the root cause is due to …”poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use…”

So as a solution you already closed the listings from the same manufacturer, will not sell any items from that manufacturer. However greater details needed about the future quality checks before listing the products. For example: monitoring the returns and product reviews is not a viable remedy as you do not state any precautions in order to avoid similar issues for your future listings / items from different manufacturer.

And please identify how you will verify the authorization of your manufacturer/supplier. If you have already agreed with any, better to provide an information of your new supplier.

Abel

10
Reply
user profile
Seller_HugGTLWmWg1Xq
In reply to: Seller_HugGTLWmWg1Xq's post

Hi Guys,

Much thanks and apprecaition for all your advice so far. It’s really been such a great help and this draft is looking much better then what I came up with initialy. Please let me know if you think this still needs some tweaking (I am thinking I should cut out all the part in italics?):

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several invoices for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • The cause of the problem has been found to poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use. This had caused the lids of some of the boxes to bow or warp post production. In some cases, the extent of the bowing would also cause the hinges to come away from the lid.
  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • The products in question were not thoroughly inspected prior to being sent into Amazon to ensure that they were free from any defects and were of a suitable quality for sale.

Actions we have taken to resolve the issue

  • We have closed and deleted all listings of this and other items from the manufacturer until all quality issues have been fully investigated and addressed. We have also recalled any stock of these items currently held in Amazon Fulfilment Centres so that they can be thoroughly inspected for any quality issues (Removal order ID: 191118M6S).
  • We have gone through all our listings on Amazon and identified the manufacturer for each individual listing. We have then confirmed with each individual manufacturer (through checking the authorised distributors listed on their websites and also through direct contact) that all of our stock has been and is being purchased from one of their recommended and authorised distributors.
  • Read and ensured myself and my staff have a thorough and comprehensive understanding of the guidelines:

Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.co.uk/gp/help/201165970)

Policies and Agreements (https://sellercentral.amazon.co.uk/gp/help/521)

Prohibited Seller Activities and Actions (https://sellercentral.amazon.co.uk/gp/help/200386250)

Product Detail Page Rules (https://sellercentral.amazon.co.uk/gp/help/200390640)

Condition Guidelines (https://sellercentral.amazon.co.uk/gp/help/20033950)

  • We have reviewed all our other listings to confirm where they were purchased, that they are genuine and authentic, and we have confirmed that they were purchased from the manufacturers recommended distributors for our territory.
  • We have conducted a thorough review of all our other Amazon listings and stock for any possible manufacturing defects and any ASINs that may be susceptible to such defects.

What steps we will take to prevent future issues

  • Due to quality issues encountered with these products we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future. We will also not be listing any items susceptible to this issue, i.e., made from wood, in the future.
  • We have also decided to not sell any more wooden products that could be susceptible to this kind of defect. We are now selling very good quality plastic boxes in place of these items, and we have thoroughly tested and checked the quality of these products to ensure they are of very good quality. These are all purchased from their sole UK distributor and we were already stocking many of their other items which are all of the highest quality and have, and continue to receive a considerable amount of five-star reviews on Amazon.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately. Where we receive multiple returns for any items, we will withdraw these items from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic. We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described.
  • We have put additional controls in place to ensure that each item is thoroughly quality controlled both before being checked into our inventory, and additionally at the point of dispatch to the customer or Amazon Fulfilment Centres.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints. For any product we have listed or intend to list we will obtain confirmation from the manufacturer both that we are authorised to sell the product on Amazon and that we are purchasing directly from their recommended distributors.
  • We will conduct a thorough review all of our inventory and stock on a monthly basis, along with regular spot checks, to ensure that items have been quality control checked, that they are genuine and authentic, sourced from authorised distributors, and that they exactly match the respective Amazon detail pages, descriptions and images.
  • We will closely monitor our own seller feedback and feedback on all our product listing to highlight any potential quality issues.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

00
user profile
Seller_HugGTLWmWg1Xq
In reply to: Seller_HugGTLWmWg1Xq's post

Hi Guys,

Much thanks and apprecaition for all your advice so far. It’s really been such a great help and this draft is looking much better then what I came up with initialy. Please let me know if you think this still needs some tweaking (I am thinking I should cut out all the part in italics?):

AMAZON PLAN OF ACTION:

Dear Amazon UK Seller Performance Team,

Thank you for providing me with the opportunity to appeal my listing removal due Product Authenticity Customer Complaints.

I understand that Amazon takes such complaints and failures to comply with their requirements very seriously and I would like to present you with my Plan of Action which I believe explains how these issues arose, what I have done to resolve the issue and also what we will do to prevent it from happening again.

What was the root cause that led to the issue?

First, I need to make it abundantly clear. I do not, nor have ever sold any items that are not original and genuine. I do concede, however, that production quality issues with the ASIN concerned may have led some customers to question the items authenticity.

The brands / ASIN’s were:

ASIN: B007ZQ8Z40, (Title: Wolf T3L Deluxe Rolling Box)

***** I have attached several invoices for the product we have received ‘inauthentic’ complaints against, verifying the product’s we sold are authentic and genuine.***

  • The cause of the problem has been found to poor quality materials used for the lid of the item. The manufacturer had used wood which had not been properly treated prior to use. This had caused the lids of some of the boxes to bow or warp post production. In some cases, the extent of the bowing would also cause the hinges to come away from the lid.
  • We had received a number of returns based upon the quality of this item. The frequency of these complaints was not adequately detected by us and we failed to properly address these issues in a professional and timely manner.
  • The products in question were not thoroughly inspected prior to being sent into Amazon to ensure that they were free from any defects and were of a suitable quality for sale.

Actions we have taken to resolve the issue

  • We have closed and deleted all listings of this and other items from the manufacturer until all quality issues have been fully investigated and addressed. We have also recalled any stock of these items currently held in Amazon Fulfilment Centres so that they can be thoroughly inspected for any quality issues (Removal order ID: 191118M6S).
  • We have gone through all our listings on Amazon and identified the manufacturer for each individual listing. We have then confirmed with each individual manufacturer (through checking the authorised distributors listed on their websites and also through direct contact) that all of our stock has been and is being purchased from one of their recommended and authorised distributors.
  • Read and ensured myself and my staff have a thorough and comprehensive understanding of the guidelines:

Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.co.uk/gp/help/201165970)

Policies and Agreements (https://sellercentral.amazon.co.uk/gp/help/521)

Prohibited Seller Activities and Actions (https://sellercentral.amazon.co.uk/gp/help/200386250)

Product Detail Page Rules (https://sellercentral.amazon.co.uk/gp/help/200390640)

Condition Guidelines (https://sellercentral.amazon.co.uk/gp/help/20033950)

  • We have reviewed all our other listings to confirm where they were purchased, that they are genuine and authentic, and we have confirmed that they were purchased from the manufacturers recommended distributors for our territory.
  • We have conducted a thorough review of all our other Amazon listings and stock for any possible manufacturing defects and any ASINs that may be susceptible to such defects.

What steps we will take to prevent future issues

  • Due to quality issues encountered with these products we will no longer offer these items for sale on Amazon and we will never list any other items from this brand in the future. We will also not be listing any items susceptible to this issue, i.e., made from wood, in the future.
  • We have also decided to not sell any more wooden products that could be susceptible to this kind of defect. We are now selling very good quality plastic boxes in place of these items, and we have thoroughly tested and checked the quality of these products to ensure they are of very good quality. These are all purchased from their sole UK distributor and we were already stocking many of their other items which are all of the highest quality and have, and continue to receive a considerable amount of five-star reviews on Amazon.
  • We will closely monitor all our returns to determine if they were due to quality issues and if so seek to resolve these issues immediately. Where we receive multiple returns for any items, we will withdraw these items from sale while any issues with the product can be investigated and resolved.
  • All stock of all items we plan to sell on the Amazon marketplace have now been retroactively checked and confirmed to be genuine and authentic. We have reviewed our current stock inventory to ensure that all the products listed on Amazon are authentic, compatible and exactly as described.
  • We have put additional controls in place to ensure that each item is thoroughly quality controlled both before being checked into our inventory, and additionally at the point of dispatch to the customer or Amazon Fulfilment Centres.
  • We will not list products which were not created/manufactured by the original manufacturer or copyright holder, to prevent inauthentic complaints. For any product we have listed or intend to list we will obtain confirmation from the manufacturer both that we are authorised to sell the product on Amazon and that we are purchasing directly from their recommended distributors.
  • We will conduct a thorough review all of our inventory and stock on a monthly basis, along with regular spot checks, to ensure that items have been quality control checked, that they are genuine and authentic, sourced from authorised distributors, and that they exactly match the respective Amazon detail pages, descriptions and images.
  • We will closely monitor our own seller feedback and feedback on all our product listing to highlight any potential quality issues.

Additional information:

Sourcing: Are we sourcing the product from a trusted supplier?

Yes, all our products that we list for sale on Amazon are sourced from trusted, verifiable suppliers.

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

This was also an issue that has now been fixed. We previously listed items that were not in their original packaging. We will not do this again in the future, unless we are selling a used item, which we will list with a thorough and accurate description of its condition.

Shipping: Have we taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

Yes. Our quality control, packaging and shipping procedures are at an excellent level. We regularly review shipping and packaging procedures to ensure customers get their orders quickly, and in excellent condition.

In conclusion:

We have never, nor will we ever list, advertise or sell any item that is counterfeit.

All items we sell are 100% genuine and original. Should we ever receive any non-genuine items, these will be returned to the distributor, or destroyed. And the wholesaler or distributor who supplied said item will be reported. We have been excellent sellers on the Amazon marketplace. With excellent performance metrics. We have made an error, which we have now corrected. I accept full responsibility for this and I have resolved this issue. I will also ensure I am thoroughly proactive and keep up to date with any changes in Amazon policy.

I believe that these solutions are effectively addressing the problems relating to removal of this ASIN.

Thank you for taking time to review my appeal and we very much hope that the Product Authenticity Customer Complaint could be removed from our performance metrics.

Sincerely…

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