Hello

We received Amazon seller account warning on Wednesday which was to do with ITEM NOT AS ADVERTISED/ WRONG ITEM. Now they have highlighted 4 ASINS but we noticed one that had the most issues. The email was headed with Amazon Seller account warning and the second email after our PoA got rejected was Your Amazon.co.uk Selling Account

We sent in a PoA to appeal but it was rejected . Now i have spent past 2 hours researching and i have come with a NEW PoA but i need some help and guidance . I don’t want to cause more pain for our business we are at the mercy of Amazon it has already caused me a lot of stress.

The bizzare thing is the first email said the listings have been deactivated but they haven’t.I would be greatful someone could help us with this we are a small family business and things like this cause some stress has it our source of income.

@Kika

Thanks

My PoA

The root cause(s) that led to the complaints about the condition of your items.
We have received a complaint of item not advertised/wrong item, we have identified ASIN XXXX, XXXX. After carefully reviewing my seller feedback, product reviews and checking the A-z claims and returns comments, I have determined that the complaints were caused by incorrect title, description.

ASIN : 1

• The product page for ASIN1 included incorrect product title and mentioned incorrect information in the bullet points.

• The product quality of the ASIN 1 supplied by the supplier has changed since the original listing was made.

ASIN : XXXX2, XXX3

• The product page for ASIN2,ASIN3included an incorrect image.

ASIN 4

• The product (table tennis balls ) were not packaged in a protective packaging, which would protect it against changing shape.

The actions you have taken to resolve the complaints about the condition of your items.

ASIN 1

• I have placed a removal order request for ASIN 1 so that we can inspect the quality of the product and discard the units with poor quality.

• I have authorised refunds for all customers who have brought ASIN 1 in the last 30 days.

• I have notified the supplier that the quality and feature has changed.

• I have corrected the incorrect product page information in CASE ID : 5001225892

• Prior to sending any new inventory to FBA(ASIN 1), I will personally check the bath ducks physically and verify it matches the matches the updated title and bullet points.

ASIN : 2, ASIN3

• I have updated the listing to include the correct images for ASIN2, ASIN3

ASIN 4

• -While the table tennis balls ASIN4 were packed in polybag, we will now place them a small parcel box with bubble wrap to prevent them getting damaged during transit.

Steps taken to prevent future complaints about the condition of your items.

ASIN1

• I will be regularly performing quality control checks of all products when it arrives from our supplier . This will be done randomly and I will personally physical inspect the products.

• I have personally updated our internal standard operating procedure to keep a sample of each product therefore we can monitor the quality of the product over time.

ASIN : 2,ASIN3

• We will verify each picture by physical viewing the product while listing any new items.

ASIN4

• We have trained and reworked our process so that fragile items are packed with protective packaging.

First Email

Dear

We removed some of your listings because of buyer complaints that these items did not accurately match the condition or description mentioned in the product detail page. The listings we removed are at the bottom of this message.

Why did I receive this message?
Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect.

Learn more about our policies in Seller Central Help:
–Product Detail Page Rules (https://sellercentral-europe.amazon.com/gp/help/200390640)
–Condition Guidelines (https://sellercentral-europe.amazon.com/gp/help/200339950)
–Prohibited Seller Activities and Actions (https://sellercentral-europe.amazon.com/gp/help/200386250)

How do I reactivate my listings?
You can edit and reactivate your listings in the Inventory section of Seller Central. Please also provide the following information:

1. A plan of action that explains:
   – The root cause(s) that led to the complaints about the condition of your items.
   – The actions you have taken to resolve the complaints about the condition of your items.
   – The steps you have taken to prevent future complaints about the condition of your items.

Here are a few things to consider as you create your plan:
–Sourcing: Are you sourcing the product from a trusted supplier?
–Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
–Packaging: Is the product in its original packaging as listed on Amazon?
– Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
–Review your communications from buyers to better understand the issues.
–Be as specific as possible in your plan.
–Do not limit your plan to issues with specific orders.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

How do I send the required information?
Please send the above information to pq-product-review@amazon.co.uk.

What happens if I do not send the requested information?
If we receive more complaints about your listings, we may deactivate your Amazon seller account.

We’re here to help
You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560).

Have your listings been removed in error?
If you believe the complaints about the condition or description of your items are unjustified or received in error, please explain how you identified this issue and we will investigate your concern (for example, a complaint created by a competing Amazon seller).

You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

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Complaint type: ITEM NOT AS ADVERTISED/ WRONG ITEM
ASIN: ASIN1 ASIN2 ASIN3 ASIN4

Sincerely,

Seller Performance Team
https://www.amazon.co.uk

SECOND Email
Dear

We received your submission but do not have enough information to reactivate your account at this time.

Please send an updated plan of action that explains:
– Greater detail on the root cause(s) that led to the complaints about the condition of your items.
– Greater detail on the actions you have taken to resolve the complaints about the condition of your items.
– Greater detail on the steps you have taken to prevent future complaints about the condition of your items.

Here are a few things to consider as you create your plan:
–Sourcing: Are you sourcing the product from a trusted supplier?
–Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
–Packaging: Is the product in its original packaging as listed on Amazon?
– Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
–Review your communications from buyers to better understand the issues.
–Be as specific as possible in your plan.
–Do not limit your plan to issues with specific orders.

2. Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below
   –These documents should reflect your sales volume during the last 365 days.
   –Please include contact information for your supplier, including name, phone number, address, and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.
   –You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

How do I send the required information?
Please send the above information to pq-product-review@amazon.co.uk.

What happens if I do not send the requested information?
If we do not receive the requested information, your account may be deactivated.

We’re here to help
You can get help creating your plan in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/200370560).

You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl…) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely,

Seller Performance Team
https://www.amazon.co.uk