Dear Amazon Performance Team,

Our Amazon seller account is suspended due to inauthentic product complaint. As required we are
providing below the root causes leading to complaints and the corresponding preventive & corrective
action plan to counter the same.

ASIN:

BRAND:

TITLE:

ASIN:

BRAND:

TITLE:

ASIN:

BRAND:

TITLE:

Firstly, I would like to state that here that I take complete responsibility for this happening and apologies
for the harm that has been done to Amazon brand through the poor experiences some customers had.

Greater detail on the root cause(s) of the infringement.

1. I also noticed that my listing staffs was mapping/listing products without paying the required
attention to the Intellectual Property or counterfeit that could be infringed unintentionally by selling this
item without the rights owner permission.

2. When we faced this issue we asked our supplier to send us authorization certificate but he refused to
do so, definitely because he is not having it. We made a mistake of blindly trusting our supplier
regarding his authorization.

3. The root cause behind listing such products was my partial awareness regarding the IPR (counterfeit)
policies. As a Seller, I was never communicated on the detailed repercussions of mapping/listing
products that were similar to other standard branded products.
5. I also noticed that our staffs also are not trained to recognize counterfeit items and they are unaware
of the seriousness of this issue.

Greater detail on the actions we have taken to resolve infringement issues.

1. As most of the listings were our only so First and Foremost we have deleted that ASIN they received
complaint from our inventory just to verify and correct all such listings in flat files that was not properly
describing our product or contained wrong.

2. In case of more than one performance or quality issues/returns and feedback, instantly we will
remove the listing after resolving the issues with buyers.

3. Giving this suspension as a learning lesson to my listing staff I have strictly warned them regarding
such mistakes and asked him to collaboratively work with my new SPN team. I have decided that all the
listings that my listing staff will do will firstly be verified by my SPN appointed account manager so that
he can make corrections and updates if needed.

4. All customers who complained about getting different product than what they have ordered have
been issued a full refund (Including shipping charges) without asking any questions.

5. Lately, I have also tried contacting right owner via mail and informed them that we have removed our
listings. I have also apologized to them for this mistake but I am not receiving any replies from their end.

Greater detail on the steps we have taken to prevent infringement going forward.

1. We slowly and cautiously relist our products after reinstatement of our account & that too under the
guidance of our new SPN team, so as to ensure that our listings do not violates Amazon’s policies and is
in accordance with that.

2. We have gone through the information given in “Intellectual Property Violations” in Seller Central
Help link: https://sellercentral.amazon.com/gp/help/external/201361070 . We have now gone through
the topics such as “Policy Violation”, "Policies and Agreement”, "Brand Infringement Policy
(Design/Utility patent, Trademark & Copyright)”, "Trademark Usage Guidelines”. We will strictly follow
these Amazon guidelines to prevent any future complaints regarding Infringement of intellectual
property rights of others.

3. To avoid-

• Patent (Design & Utility) Infringement: - I will avoid sourcing products from local market suppliers. Also
I will obtain a portfolio of patents and other intellectual property rights before listing the product.

• Copyright Infringement: I will avoid using downloaded images from Google or any other sources. I will
photo shoot my products. If needed to download images I will obtain royalty-free images from
reputable sources.
• Trademark Infringement: I will list my products under my own brand name and avoid mapping at all
costs. Also I will ensure that no other brand name or logo is present anywhere (Title/Bullet
points/Manufacture Info/Product Images) on my product PDP.

4. We have-verified all product details included on the Amazon listing to ensure all are an exact match
and there are no disorders with any point this will avoid incorrect/ incomplete listings in future.

5. We will timely conduct listing audit to rectify all our listing mistakes and to enhance our listings with
more accurate/updated details. To take care of the above, we have taken some steps:

We have decided to hire Amazon SPN for personalized catalogue based on our product. And we also ask
SPN to create listing which do not infringe any seller’s listing.

Proper specification (Colour, model number, etc) of our product along with the images will be provided
to them so that they can describe the product exactly.

6. We will compare or check every item physically to existing Amazon listings to ensure it is a 100%
match to ensure that we don’t misclassify the condition of our marketplace in future.

7. For the image issue we have properly checked each image of the current inventory and they do not
infringe the property rights, also for all future listings we will consider only getting them catalogued
instead of using any other online portal images.

8. Also we will avoid mapping of other seller listing as much as possible, if ever we sale a product that
requires mapping we will properly match specifications of both the products and will only map if it is an
exact match & the listing are in compliance to all Amazon policies and condition guidelines as well.

9. Now we have started taking services of a professional SPN team and they will work as a helping hand
in running our business smoothly by working proactively on our account, they will keep an eagle eye on
all our past, current and upcoming product listings and will update our listings if required. They will also
resolve all our customer queries more professionally and efficiently that too even in our absence.

10. I myself has also gone through the seller university section properly to understand and learn all the
policies, condition guidelines and methods so that when needed we will be able to list our products
properly or while mapping any product we do not make any mistake and map any incorrect listings.

11. Listing under existing detail pages will be done with absolute accuracy. If need to be, new listings will
be created keeping in mind Amazon listing policies. Any incorrect information on detail page will be
reported immediately to seller support requesting correction. This is to ensure no misrepresentation is
done which may disappoint customers.

Additional information worth noting

1. We truly understand that affected customers are not just ours they are Amazon’s customers too, and
our carelessness can hamper Amazon’s image. As a seller, our prime goal is to have a good deal with our
customers and their satisfaction.
2. We will strictly abide by Amazon’s policies. We are also following up the training program and seller
webinar to help ourselves get accustomed to the way the marketplace works.

3. Lastly, we beg to state that with the improvements we have made, we know we can still be an asset
to the Amazon Marketplace also we are losing a good potential revenue each day due to this suspension
and we request you to kindly give us a chance and reinstate our account as early as possible.

Anticipating a positive response,

Thank You.