Hello

We had two A-Z’s and one negative feedback in the last month of selling on Amazon FR, all due customer claiming non receipt of items. Put our performance metrics over the 1%.

We then had a phone call from amazon where he told me I had to write a plan of action if I wanted to keep selling on Amazon FR.

This is part of the email I received afterwards:

In addition, please send us within 72 hours an action plan explaining:

• The reason (s) of the claims for the guarantee A to Z, the negative evaluations and the disputes of withdrawal of service
• The actions you have taken to resolve the claims under the guarantee A to Z, the negative evaluations and the challenges of withdrawal of service
• The steps you have taken to avoid further claims under the guarantee A to Z, negative evaluations and challenges of service levy in the future

How to send the required information?
Please send your plan by replying to this email from your Seller Central seller space at the following address: (https://sellercentral.amazon.co.uk/cu/case-lobby).

What happens if I do not send the required information?
If we do not receive the required information within 72 hours, your account will be disabled and funds from your account may be held for 90 days.

I’ve never had to write a plan of action before, so I followed a few threads on here and attempted to write the plan of action. This is it below:

Dear Amazon Seller Performance Team,

Thank you for the phone call explaining the current situation on my account and the opportunity to create a plan of action before my account is deactivated due to exceeding the 1% target on my Order Defect Rate.

I understand to sell on Amazon, we must perform to the highest of standards. From our customer communication skills to how we dispatch our orders. I would like to present my plan of action of what happened, what I will do to resolve this and how to prevent this from happening again.

What Happened:

• We had multiple complaints on our Amazon FR account, in the form of A-Z claims or negative feedback. Each A-Z claim and negative feedback was due to non-receipt of parcels through our courier service to France and poor customer service.
• The main reason why this has happened is our failure of using a fast and reliable courier service to France, which should include a fully trackable service and customer signature for delivery which, in future, would prevent non-receipt issues and negative feedback. We also failed to communicate with customers and deal with their complaints which resulted in negative feedback.

What I have done to resolves the issues

• We have done our research on the best courier services to France and we have decided on UPS. All parcels are fully trackable for the customer and a signature when delivered. There are even options for the parcel to be delivered to UPS pick up points for the convenience of the customer. I will now get a personal email from UPS giving me the current tracking information for all my parcels, making it easier to notify my customers of delivery.
• All customer emails will be answered immediately, looking to solve any issues the customer may have.
• I have read all amazon polices, so we can perform to the highest of standards, especially the areas concerning minimum performance standards.

What I will do to prevent this from happening again

• All parcels to France will be shipped with UPS using its fully trackable and signature service, this will prevent any non-receipt complaints and give full control to customer. This should prevent any future non-receipts or A-Z claims.
• All customer emails will be answered immediately and in a kindly manner. Email notifications have been set up on my phone and computer, so I will be alerted to any emails that I received and can be dealt with. This should prevent any future Negative feedback.
• I will regularly check that my performance metrics on amazon, making sure that I am under the 1%

My plan of action has addressed all concerns with my current Amazon FR account, with clear and concise instructions on how I will proceed in the future. Thank you for reading and I look forward to working with Amazon again.

Any feedback or how I can improve would be greatly appreciated, I’ve got till Tuesday before the deadline is up.

Kind regards
Daniel