Need Help with POA for listing removed (defective complaints)

Hello,

Amazon has removed our listing due to customer complaints about defective. We have provided a POA and invoice that address the root causes as well as provide an immediate, preventive, and ongoing measures to fix the issues.

However, we keep receiving a system generated message prompting "not sufficient information" over the past 2 weeks.

I would really appreciate any help on this.

Subject: Plan of Action to Address Product Quality Issue

Dear Seller Performance Team,

I am writing to address the product defective issue raised regarding [ASIN]. I take full responsibility for the concern and would like to present my comprehensive plan of action to rectify the situation and prevent similar issues in the future.

Two CLARIFICATIONS, important to understand this POA:

1. This product requires assembly. There are 6 panels that precisely fit together in laser-cut sockets to form a box.

2. I am the manufacturer of this product. I design and purchase made-to-specification from a supplier. I am thoroughly involved with supplier communication from production to inspection to packaging and shipment with regular weekly video calls.

Root Cause Analysis

I have conducted an exhaustive review of all returns and seller feedback for the past 12 months, and all the information available in Voice of the Customer and Account Health pages.

Customer comments such as “hard to put box together”, “unable to put together”, “we tried putting together but it was not correctly so the chips come out”, “wanted a box already ready to fit” were repeated many times and make up a majority of customer return reasons related to defective.

There were very few comments (<1%) related to damage during transit or cosmetic damage.

Therefore, I have concluded that “defective” complaints do not originate from literally, physically defective items as damaged or not functional.

To summarize the two types of complaints (>95%) were repeated multiple times and pointed to two actionable root causes.

Root Cause #1:

Many comments point to difficulty during assembly, so the product could never be installed, or it was installed improperly, leading to bad performance.

Installation of this product is made easier by following a series of steps to prevent improper installation including wrong panel used or wrong side used leading to compromise in the structural integrity.

In summary, the instructions are not followed because they are hard to read. The instructions need to be improved and focused on the critical steps.

Root Cause #2:

Many comments related to defective mention not expecting the need to assemble the product.

Comments such as “didn’t want to assemble”, “thought the box was already made”, “don’t like that it comes in pieces and not a solid box” were the second major feedback.

Immediate Corrective Actions

• The listing will be changed to add “Assembly Required” to the first bullet point with reference to the assembly instruction sheet & video uploaded on the listing (e.g. refer to video).

• I have redesigned and printed new product instruction sheet (see Exhibit 1) which highlight the critical steps of installation. The new instruction sheet is included in the current shipments sent to FBA and active as of November 2023. (Shipment ID: FBA17JPXYHGN, FBA17JTRPQ1T, FBA17K8V2FJ1, FBA17KLCPF8T).

• The new instruction sheet will also be uploaded to the images of the listing. This will provide further clarity for root cause #1 and meet customer expectation for root cause #2 that an assembly is required for the product.

• Step-by-step numbered stickers (see Exhibit 2) are also added with each panel to ensure the correct order of installation to further address root cause #1. The stickers also identify the correct outward-facing side and are easily removable.

Preventive Measures

• I will revise our quality control procedures to include additional checkpoints at critical stages of production with our supplier. This will include live-video batch sampling during production, packaging, and local shipment at our warehouse before FBA.

• Establish a stricter product testing protocol to verify compliance with design specifications (e.g. measurements) for the laser cutting precision on the product.

Ongoing Monitoring and Compliance.

• A third-party quality assurance service will be hired to conduct periodic inspections and full inspection of the next shipment.

• Regularly update product listings to provide accurate and detailed information.

Supplier Information

I am attaching copies of commercial invoice of this product that includes the contact information of my trusted supplier of many years.

I am committed to maintaining the highest standards of product quality and customer satisfaction and assure you that the necessary steps have been taken to rectify the issue. I appreciate your consideration and request reinstatement of my selling privileges for the affected ASIN upon reviewing the effectiveness of my plan of action.

Thank you for your attention to this matter. I look forward to your response and the opportunity to continue serving customers on the Amazon platform.

Sincerely,