Hi @Online_shopping_UK

Arthur here to assist.

Based on my observations, it looks like your account has been deactivated for order defect rate calculated by the claims you received from buyers. I want to go over the plan you submitted in order to give you a sense of direction moving forward.

Before diving into the fine details, at first glance your plan is very lengthy and not formatted in a way that is easy to read. Generally, the plan needs to be structured, concise, and definitive about the issues identified within your account. I suggest following these guidelines from now on:

1. The root cause of the issue. (after reviewing your current business model and processes, why do you believe customers submitted claims about damaged items and orders not received?)

2. The steps you immediately took to resolve the root cause(s) you identified. (what have you done, and what did you change within your business model or processes to eliminate those root causes?)

3. How you will avoid similar issues from happening again (Provide a timeline. Think long-term.)

This root cause is confusing and doesn’t identify all of the issues in your account. Your first sentence states information we already know about why your selling privileges were removed.

How does a courier delay have anything to do with items being damaged? What is your quality assurance process? How are you ensuring your product is in perfect condition when you prepare for shipment? Are there any other processes or methods you may have overlooked that could have caused damages? Where are you sourcing your items and what does your inventory look like when received?

How will you be checking the condition of your items? Provide more detail and insight into your plans of remedying complaints concerning damaged goods.

How will you make sure your items are secure and safe for travel? What was your process previously? How were you packaging your product before and how does your new process make the buyer experience better?

Responding quickly to your buyers is a general customer service expectation. How does answering messages timely prevent shipments from being late? How does it ensure your items are not damaged on arrival?
What did you do to align your listings to our policies? How did you verify your products were correct and exactly as described on the product detail page?
Tracking should always be uploaded in reference to the order you are shipping. This does not address the issues your buyers voiced to you in the claims they filed.

What carrier did you end up choosing? What exactly can you describe about this new carrier in reference to the improvements they will provide to your company? How did you research and vet for possible carriers to suit your needs? How will the new carrier deliver orders on time? Is there anything you can detail about your business operations and what you have done to make sure your orders are in alignment to the expected ship date?

What policies specifically? What did you learn from the policies you read? How will you transfer your learning into the new standards of the business? How are you ensuring you won’t be in violation again?

I suggest revising your entire plan, and simplifying the language for a more straightforward approach. Once you have completed your review, please post your updates, questions, and newest submission in this topic so the forums community can continue to assist you with your goal of account reinstatement.

I hope this helps,
Arthur