Dear Seller Performance Team,

I understand that recently our account has suspended due to buyer complaint (s) about
the authenticity of some items; B001JZQYSM, B000C1VXM6.
Originally we were misinformed about providing source documents not later than one
year. Our Company wanted to do the right thing and wanted to provide authenticity
proof ASAP.

As requested by the Seller Performance team we submitted an action plan identifying

the cause of the complaints which we took full responsibility for together will full details
of the steps implemented to prevent future complaints of this nature.

Please review our revised appeal and consider our account reinstatement so we can
continue selling on Amazon.com.

The root cause (s) of the complaints about the authenticity of our items:
We believe the complaints happened as a result of customer complain of unauthenticity
of the products and providing source documents (invoices) by me late from Amazon
acceptance policy.
We are fully accountable for this issue, some customers complained the item did not
look like the original version and wanted to return the item.
This raised concerns about the authenticity of our listings which is fully understandable.
We have identified all issues that caused the complaints and we have fully successfully
implemented proactive steps to prevent further complaints.
We fully appreciate that Amazon prohibits the sale of inauthentic or counterfeit items
and we assure you that our listings do not violate policies or agreements.

What we did to fix it:

 All the products in our old inventory warehouse is dumped.
● I have gone through all my new inventory to make sure they are the correct listing
detail page.
● I have organized our inventory and are doing inventory checks more regularly to
maintain accurate inventory descriptions.
● I have checked and removed all inventory that does not align with Amazon’s Listing
Policies and Condition Guidelines.
● I have analyzed and familiarize myself with Amazon’s Condition Guidelines to ensure
that all the items we list are correct. I have also read Amazon’s Listing Policies again to
make sure I fully understand them.
 We have appointed a manager to oversee all listings and ensure full compliance and
avoid similar complaints in the future.
 Permanently deactivated our account with the existing supplier.
 An experienced product manager is hired to inspect Quality and Authenticity.
 A proactive team is selected to address if any issue arises.
1. We’re familiarizing our staff according to amazon update policies

Currently we’re doing following steps to prevent unauthenticity

We ware taking the following action in order to continue to improve our performance
and customer satisfaction:
1. We are making sure that all staff members have been properly trained on correctly
identifying the products based off the item’s ASIN, SKU,UPC, Manufacturer’s Model
Number, along with the product description.
2. We have designated associates to help pick, pack, and ship products faster and
more accurately
3. We are practicing quality control double check item(s) with the order invoice before
packaging. This is to ensure that the exact item ordered is being shipped to avoid future
A to Z guarantee claims based on the incorrect items shipped.
4. If another discrepancy arises, we immediately pull the item from our inventory and
open an investigation.
5. If we have an issue with an order, we are communicating with our buyer in a prompt
and timely manner
6. We are responding to all of our emails and update them regularly regarding their
refunds/status. Most importantly, we respond to all emails within 24 hours of being sent.
7. In addition, we are monitoring our performance metrics and make sure that they stay
within Amazon’s standards.
2. 8. We are proactively monitoring any problems and or questions with our
customers in order to prevent any other A-Z claims. If any customers are not
satisfied with the products they have purchased, we are communicating with
them and replacing any defective products immediately or promptly issue a full
refund; we are addressing any customer complaints promptly and to the
customer’s full satisfaction. I ask that you consider this appeal favorably and
reinstate my Amazon selling privileges. I have corrected all performance issues
to prevent any future recurrences.We are only list and sell items that we directly
purchase from manufacturers or source from authorized suppliers who are
authorized to sell the items they are offering to us. Furthermore, we will verify all
suppliers authorized status with the manufacturer directly to ensure any
inauthentic items do not reach our listings
2. We ensure that any item we list against will match every detail when listing
against an existing ASIN, but especially the brand of the item, to ensure that the
customer receives exactly what they order. We will make sure that the product being
offered is accurately described and matches the data currently visible under that
ASIN including the EAN or UPC Barcode, product title, brand, manufacturer and part
number.
3. We will ensure that any policy notifications are dealt with as soon as they are
received, to prevent any issues from escalating further.
4. When researching goods, we make sure we look at the full supply chain. Any
goods where large amounts of inauthentic products are sold, we will avoid these.
5. We are only listing and sell items that we directly purchase from manufacturers or
source from authorized suppliers who are authorized to sell the items they are
offering to us. Furthermore, we are verifying all suppliers’ authorized status with the
manufacturer directly to ensure any inauthentic items do not reach our listings.
 6. We ensure all items are packaged appropriately in its original packaging and
listed correctly to page the detail page of these items.
7. We have implemented a thorough quality control process whereby all items are
checked on arrival to ensure they are in full, undamaged manufacturers packaging.
We will also ensure each item is properly sealed. This will ensure items are in
perfect condition and match the relevant listings before being sent to customers.
8. We have requested for our chosen suppliers to produce a better-quality product
box. New boxes are under production as this will help us to avoid packaging damage
during shipping.
9. We have provided refresher training to all employees who are responsible for
listing products on Amazon’s policies, this training will be updated every quarter to
ensure we keep up to date with all the policies.
10. We printed out (in color) the Amazon Listing Page and distributed it to our
packing staff.
11. We are communicating positively and professionally with customers who have
any questions about authenticity of these products.
12. We retain invoices of all my purchases for the product that I sell. If for some
reason you would like for me to verify and validate a particular item I more than
happy to provide this in order to show my compliance with Amazons standards. I
sincerely appreciate your consideration on this matter.

Thank you,