Dear All,

Recently I was hit by a Authenticity claim, my first one ever and it was all done to miscommunication with the buyer.

The buyer had purchased and received the item on 26th March, on April 1st, buyer messages me for a refund, after 5 minutes later I replied, saying she can return the item and after i receive it i will grant a full refund. I heard no reply, so i sent the same message on April 3rd, again never heard a reply.

On April 14th, I received an A-Z claim from the buyer saying ‘item defective, contacted buyer twice for a refund never replied’ From the communication history on my side I only have the message she had sent on April 1st and the messages I replied back. I then sent another message on 14th saying I will give you a refund provided you can return the item… again no reply.

On April 15th buyer leaves a one star feedback, saying the item is not genuine contacted buyer for return request twice never replied.
So i then provided a full refund as a gesture of goodwill in the end. Then after i gave the refund she had messaged me which i did receive saying thanks for the refund and that she will remove her feedback as a gesture of good will (which is did, and now i am back on 100% feedback, and from other feedback i have they say the item is genuine, so it seems the buyer was playing a game with me)

Anyhow due to this feedback i got hit with the Authenticity Claim aginst the item, which I had actually removed from my listing on April 2nd because my supplier offices are closed so I cannot get any inventory for it. So i wont be selling that item of course in the near future.

So amazon send me the generic email about giving them a plan of action in 72 hours. I spoke to them on the phone and they told me to outline all the issues i told them on the phone that i had with the buyer tin the plane of action and i cannot provide invoice at this time becuase offices are closed, and they said to include that in the plae of action which I did.

I replied back with a plan of action (see below) and now amazon have replied back saying 'After reviewing your plan of action, I would like to offer more information in regards to what Seller Performance is looking for in a plan of action.’ I will show you the email below.

I would be grateful if anyone can help me with updating with my plan of action as it is my first experience with this.

My plan of action —

Dear Amazon UK Product Quality Team,

I would like to appeal the authenticity claim against ASIN B008SZWP0C in regard to order ID {Moderator Edit (Jessica): Order ID removed}

I have spoken to the Amazon customer services on the phone Case ID {Moderator Edit (Jessica): Case ID removed} and Case ID {Moderator Edit (Jessica): Case ID removed} with Narvine and Nashalia, who were very supportive and explained to me that I should outline everything I told them in my plan of action. They also informed me due to the offices of my supplier is closed for ASIN B008SZWP0C due the COVID situation, I am unable to get invoice for this particular ASIN B008SZWP0C and due to this I had actually taken down ASIN B008SZWP0C from my inventory as soon as the offices closed, in order not create future problems.

I understand that Amazon takes complaints about the product quality very seriously and I would like to share with you my Plan of Action addressing the issue. This is the first complaint I have had against me.

What caused the complaints:
-After carefully reviewing my entire account, in regards to Order ID {Moderator Edit (Jessica): Order ID removed} for order received for the ASIN B008SZWP0C, reading my seller feedbacks, product reviews, checking the A-Z claims and returns comments, me and the buyer came to an understanding in that there was miscommunication between ourselves due not receiving messages on the Amazon platform.

• Regarding the correspondence with the buyer she had contacted me on April 1st stating that she would like to return the product. I had replied to the customer within 5 minutes on April 1st stating that she is welcome to return the product and once I have received it I would grant a full refund.

• I did not hear from the buyer (please check the messages) I then sent the same message on April 3rd. Again, I did not hear from the buyer.

• On April 14th the buyer had filed an A-Z claim against myself stating that she had emailed me twice requesting a return and refund, I did not receive these messages. I then on April 14th emailed the buyer again about this but no reply.

• On April 15th the buyer had put negative feedback against me, saying that the product is not genuine, and I refused to refund her – which had lead to the Authenticity claim on ASIN B008SZWP0C against me .

What I have done to resolve the complaints:

• I have authorized all return requests ASIN B008SZWP0C, for Order ID {Moderator Edit (Jessica): Order ID removed}.

After refunding the buyer she then emailed me back (which I did receive this time) stating that she had removed the feedback against myself and she had also communicated to amazon customer services that there had been a miscommunication between us and the issue has been resolved . Now my feedback is again back to 100%.

• I have removed ASIN B008SZWP0C from my listing on April 2nd due to my supplier offices being closed, in order not to create any future issues.
  What I will do to prevent similar complaints in the future:

• I will continue sourcing all my inventory directly from the most reputable suppliers in my country.

• I will be regularly checking the condition of my items to ensure that all customers receive them in a 100% perfect state.

• I will make sure that all items are packaged as securely and carefully as possible to prevent damage during transit.

• I will communicate directly with the buyer and following them up and provide 100% availability to satisfy their needs.

• If buyer does not respond, I will send them an email again the next working day to follow up with them.

I believe that my Plan of Action sufficiently addresses the issue and I am looking forward to have my account reinstated.

Kind Regards,
Faddy Oraha

---

The email they send me this morning

Dear Faddy’s Store,

First of all thank you for your response.

After reviewing your plan of action, I would like to offer more information in regards to what Seller Performance is looking for in a plan of action.
If the seller performance states that your plan is not viable, your selling privileges might be removed.
To prevent the removal of your selling privileges you should need to create a viable plan of action for our Seller Performance Team to review.
Since you will have time, I highly recommend you to take your time and provide a new plan of action.

Please see the following steps:

1. First, you need to acknowledge that you have identified the problem and that now you are aware of the violation. You need to explain the root cause why this happened in the first place. Please make a reference to the respective policy in relation to this root cause. (Please avoid ambiguous expressions once you identify the root cause.)
2. Please describe all the steps you have taken until now to resolve the issue as specific as possible. Overall, how do you ensure that your inventory is authentic?
   Amazon Anti-Counterfeiting Policy
   https://sellercentral-europe.amazon.com/gp/help/G201165970?referral=A2B0B697N5IBTP_A2WHV6QFM3IXB8&referral=A2TIULADXSI67R_A3V3VCX1KTXGFG
3. Please explain all the preventative and proactive remedies you can implement to ensure that similar violations do not repeat in the future again. I suggest you to read our related policies in detail. (Check your account holistically to identify if there are other listing with similar issues and please remove these as well).

Please provide invoices. If you cannot, then please explain in your plan of action why you cannot provide invoice and ensure your plan of action is strong and effective enough. Please see invoice requirements (it should be issued in last 365 days yet before the related warning):
-Supplier info (name, phone number, address, website)
-Buyer info (Name, phone number, address, website)

• Item quantities
• Invoice date must be issued in the last 365 days
• PDF, JPG, PNG, GIF Files
• Should be authentic unaltered documents

Please review this questions as a guide and try to send a new Plan of action.

We’re here to help
The Account Health Support team is available 7 days a week to address your concerns in detail. To request a call from the Account Health Support team between 09:00 – 17:00 (UK) use this link: {Moderator Edit (Jessica): Link removed} or between 9:00 to 5:00 China Standard Time use this link: {Moderator Edit (Jessica): Link removed}. Additionally, please find assistance creating a plan of action at (https://sellercentral.amazon.co.uk/gp/help/201623610?referral=A2TIULADXSI67R_A3V3VCX1KTXGFG). You can see your balance and settlement information in the Payments section of Seller Central. If you have questions about those, please write to payments-funds@amazon.co.uk.

You can view your account performance at (https://sellercentral.amazon.co.uk/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. Your Account Health shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
– Download iOS App at (https://itunes.apple.com/uk/app/amazon-seller/id794141485)
– Download Android App at (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl)

ASIN: B008SZWP0C
Title : AL FAKHER Shisha Flavour 1KG Bag Any Contact for More (Mint)

Kind regards,

Thank you for selling with Amazon.

Nesma M
Amazon Account Health Support