DEAR SELLER PERFORMANCE,

Thank you for providing me with the opportunity to appeal my seller’s account suspension due to forged or manipulated invoices and inauthentic complaints regarding the ASIN: B079X5YDF5

I understand that Amazon takes failures to comply with their policies very seriously and I would like to share with you my Plan of Action, in which I explain what we have done to resolve the issue and what we will do to prevent it from happening again.

ROOT CAUSE;

We failed to follow Amazon’s guidelines on submitting invoices for seller applications as detailed here due to lack and less knowledge regarding the policy. Please note that we failed to provide invoice but only proforma invoice from supplier thus we have submitted forged invoice with the mistaken belief that they would be sufficient. We take full blame. We have been asked for invoices after a customer complaint.

We failed to train ourselves sufficiently in order to comply with Amazon policy because we were inexperienced sellers who are not fully aware of Amazon policies.

We did not fully understand the requirements for invoices and provided forged documents with the mistaken belief that they would be sufficient.

We were wrong not to follow Amazon’s conduct policies and guidelines to work with you.

We failed toy to describe properly, to match our inventory with the proper detail page, 100% in detail, and to describe how it performs and what are the specifications of our PVC toy product because of insufficient training and due to less knowledge about being an Amazon seller.

CORRECTIVE ACTIONS;

We have shipped all remaining and pending orders received up to the suspension notice immediately.

All customer messages have been answered, return requests authorized, processed and any concerns resolved to the maximum customer satisfaction.

We have carefully read and reread all of Amazon’s policies, especially those concerning the proper ways how to source inventory, and Amazon’s anti-counterfeiting policy to ensure that we will not violate them again.

All listings, whose authenticity could not be verified with valid invoices or receipts meeting Amazon’s requirements have been completely deleted from my account’s inventory and will not be listed again.

We have completely discarded any edited invoices and I now understand that all documents need to be submitted unaltered and in their original form.

We arranged a warehouse in the US so the team will inspect the packaging quality of the goods before shipment. (Please find our warehouse agreement attached.)

We issued full refunds to affected buyers. Below are the order numbers where we issued a full refund already.

Where listings can not be verified with valid invoices meeting Amazon’s requirements, they have been deleted from my account’s inventory. The following ASIN have been deleted: B079X5YDF5

Also for further compliance with policy, we have deleted all our inventory and we have made an agreement with a supplier to sell their products under the category of notebooks. Please find the Letter of Autorisation as well as an invoice.

Supplier information:
Supplier Name:
Website:
Phone number:
Email:

We have done full-time training on amazon policies and given special attention to training in listing the product for which the supplier is verified, and we have rights to sell. Training will be given by amazon professionals including lawyers who have their expertise in the E-commerce business. It will include every aspect of listing and delivering the products on time. It will be held on weekends for 2 hrs.
After training, on Monday there will be one test for employees that contains Questions related to amazon policies and guidelines to judge their knowledge. It will increase workers’ efficiency, ultimately resulting in adherence to amazon policies.

• Amazon Seller Code of Conduct
• Amazon Anti-Counterfeiting Policy
• Communication Guidelines
• Amazon product authenticity and quality
• Best practices in product authenticity and quality

THE STEPS WE HAVE TAKEN TO PREVENT FUTURE ISSUES;

All inventory will be sourced from reliable sources, either directly from the manufacturers or authorized distributors, who will be able to provide us with valid invoices meeting Amazon’s requirements.

We will first seek permission from the brand owners to be able to resell their products on Amazon.

We will follow all of Amazon’s policies and guidelines. We will continue our training sessions regularly to be up to date.

All invoices and documents will be submitted to Amazon in their original and unaltered form.

Our office-based employee will double-check all the inventory, invoices, and all requirements.

We will keep the invoices for at least 365 days inc. supplier name, information, address, and website.

We will update our business model to FBA.

We will inspect every aspect of product packaging to ensure item condition meets Amazon guidelines.

We will compare every item to existing Amazon listings to ensure it matches the pictures and descriptions.
We will Inspect to ensure the factory seal is in place on all items in new condition.

Our account customer service management team is now required to review all our listings against customer feedback weekly to reduce and prevent complaints.

If we identify buyer dissatisfaction, we immediately remove the product until we ensure the issue is resolved.

Where uncertain, we contact Seller Support for guidance.

All new suppliers will need to be authorised distributors of the brands they can provide invoices that meet Amazon’s guidelines which are detailed here;

We now make sure we have the full supply chain of each product we sell and we will validate that they are authorized distributors and supply invoices that adhere to Amazon’s policy.

In addition to the above steps, we will work in full compliance with the following policies and guidelines;

CONCLUSION;

We strongly believe that these solutions are effectively addressing the problems noted by Amazon’s Seller Performance team in our suspension notice.

We thank you for taking the time to consider our appeal and we look forward to continue selling on Amazon.