Amazon Seller Account Appeal Form

Amazon Store Name: onsenterprises Name:- Ravi kumar

Email Address: bishnoiravi235@gmail.com Contact Number:- 9692900029

Dear Amazon Policy Team,

Hello,

Your Amazon Seller account has been temporarily deactivated, in accordance with section 3of Amazon's Business
Solutions Agreement. Your listings have been removed. Funds will not be transferred to you but will be held in
your account while we work with you to address the following issue.

Why is this happening?

We received complaints about the authenticity of the items listed at the end of this email. In order to ensure that
customers can shop with confidence on Amazon, we take "inauthentic" complaints seriously. The sale of
counterfeit products on Amazon is strictly prohibited.

You can learn more about the Amazon policies regarding the sale of counterfeit items in the following Seller
Central help pages:
-- Amazon Anti-Counterfeiting Policy
https://sellercentral.amazon.in/gp/help/202190280
-- Policies and Agreements
https://sellercentral.amazon.in/gp/help/521
-- Amazon Services Business Solutions Agreement
https://sellercentral.amazon.in/gp/help/G1791

How do I reactivate my account?

To reactivate your selling account, send us:
Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed below.
-- These documents must reflect your sales volume over the last 365 days.
-- Please include the business details for your supplier, including the business name, business phone number,
business address, and website. We may contact your supplier to verify the documents. We will maintain the
confidentiality of your supplier's 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 ASINs under review.

You may also consider submitting copies of matching E-Way Bills if the invoice value is greater than INR 50,000.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
In the event that we need more information from you to accept your appeal, we may require you to submit a
brand authorization letter confirming that you are an authorized reseller and that the products listed on
Amazon.in are genuine and in compliance with all applicable laws. We may also require your agreement with
the brand or supplier, or a brand issued ID card to you or your supplier. You may remove pricing and other
confidential information from these documents. We may verify the documents with the concerned brand.

How do I submit the required information?

To submit this information, follow the instructions in the banner at the top of your Account Health page in
Seller Central:
https://sellercentral.amazon.in/performance/dashboard?ref=ah_em_pq

What happens if I do not submit the required information?

If we do not receive the requested information within 17 days, or after two unsuccessful appeals (whichever
occurs sooner), your account may be permanently deactivated.

We're here to help.

You can see your balance and settlement information in the "Payments" section of Seller Central. If you have
questions, please write to payments-investigate@amazon.in.

Has your account been deactivated in error?

If you believe the complaints about the authenticity of your items are unjustified or received in error, please
explain how you identified this issue by following the steps in "How do I submit the required information?"
above and we will investigate your concern (for example, a complaint created by a competing Amazon seller).

To view your account performance, select "Account Health" on the home screen of the "Amazon Seller" app
on your iOS or Android device, or go to the "Account Health" page in Seller Central:
https://sellercentral.amazon.in/performance/dashboard?ref=ah_em_pq

On iOS:
https://itunes.apple.com/in/app/amazon-seller/id794141485?mt=8

On Android:
https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_in

The "Account Health" section shows how well your account is performing against the performance metrics
and policies required to sell on Amazon.

-----------------------------
ASIN: B0B3XSPZZY B01D0CFBUS
-----------------------------
Sincerely, Seller Performance Team https://www.amazon.in
 ASINs Product description
B0B3XSPZZY MONT BLANC MEISTERSTUCK Classique M145P Black
with Platinum-Coated Trim Fountain Pen - 14KT Gold
FINE Nib
B01D0CFBUS Montblanc Meisterstuck Black Ballpoint Pen 112679

ASINs Total Order In 365 Total return in 365 Negative Feedback

days days
B0B3XSPZZY 9 1 0

B01D0CFBUS 16 4 0

The issue that caused complaints

After Analyzing the respective ASINs

• When we have gone through the ASINs to understand the reason of suspension we find some issue due
to suspension which is mentioned below.
• We have mapped our products with other brands.
• We were purchased our products from trusted supplier. We are aware with the Amazon Policies
because we have faced this issue in past so that we have contacted to a trusted supplier & they
promised me to provide me the invoices & his authorization letter too but when we had our first bad
experience with customer, I contacted him to provide the same but that time he refused to provide me
due to some personal reasons. And till I would sort out all this stuff, I found my account suspended.
• Also, my account manager whom I hired to look after my account is a Local Non-certified e-commerce
 professional for Cataloguing & Listing purpose for my Amazon Account. He was also unskilled and
copied other seller's listings on our account. He was listing products without paying the required
attention to the Intellectual Property or Trademark rights that could be infringed unintentionally by
selling this item without the rights owner permission. He also takes care of our Account but he neither
informed us about the Policy Warning messages that generally coming in our Account nor he replied to
the Amazon on time and lately, when our seller account got suspended finally then we came to know
about this deadlock situation.
• Listing Discrepancy due to negligence & unskilled Staff Personnel/Non-certified e-commerce
professional.

-- Steps you have taken to resolve the complaint

• The immediate action we have taken that we have deleted all ASINs from our inventory, because all
products were mapped in our inventory.
• We have decided that we will hire a professional person who has a minimum exp. 1 yrs. In the E-
commerce platform on Amazon.
• Incorrect listing procedure leading to discrepancy between the image & description and the actual
physical product. A few of my listings were not comprehensive enough to describe what exactly the
product was like. So, when it reached them, it wasn't up to the mark.
• We have fired those Employee who had been gone through the mapping option for list our products.
• We have decided that we will Set-up a CCTV camera in our ware-house, to prevent this type of
complains in the future.
• We will never purchase our products from those suppliers who will not provide us proper invoices and
authorization letter regarding our products.
• We will purchase our products from those suppliers who will provide us proper invoices and
Authorization letter regarding our products.
• We will not purchase our products from those suppliers who will not provide us proper invoices and
authorization regarding our products.
 • Additional Information: -
• We have decided to keep the following checkpoints for listing any product.
• Counterfeit parameter should not be violated at any cost.
• Miss-leading points should not be mentioned on the details to avoid item not as described complaints.
• Any confusing content should not be mentioned on the detail page.
• Each and every parameter must be related to the physical product. Not copy paste of other’s content.
• Image should of the same product which we have. Not of similar product.

• My prime goal is and always was to satisfy every single one of Amazon customer by delivering the best
quality satisfactory services and making a relationship with the proper feedback. I understand that I
must learn from this incident and prevent it from ever happening maintaining Amazon standard by
working as per the seller code of conduct. I have learned to handle negative reviews and minimizing
their impact and turning them into opportunity.

Details how will we prevent the similar complaints in future

• We are going through each individual listing to check on any discrepancy between the image &
description and the actual product and rectify the same to ensure no miss-match. We have delisted
this kind of listing.
• To counter this issue,we have hired a detail writing professional in our data entry department to
double check everyone’s work of what was and is entered into Amazon to make sure every detail of
each product is described, including products that have a tarnished look.
• We have created check-points while uploading of the images or description to ensure that only the
images/description corresponding to actual products get uploaded/updated. We will make sure that
no images have any brand name over it and this will also be checked with description on the
product.
• We will list product with more details like dimension, material, etc. will be clearly mentioned in the
bullet points so that no confusion will come to the customer. We will also ensure that we do not
sellproducts which are not exactly matching description and images given on Amazon. In

• We also would like to go through training on related specific topics to improve our understanding &
performance.
• Staff training: We have provided more training to staff with respect to the product quality check and
to reduce errors while packaging. We will further train them to recognize the type of products or
listings that can trigger quality complaints.
--Sourcing: Are you sourcing the product from a trusted supplier?

• Authorized supplier: We will ensure that we source the product from authorized suppliers only. We will
doubly check that the documentations are in place to prove that the dealer have
distribution/manufacturing rights of the product brand.

• Constant check on quality: We will maintain the record of the reason and where customers return reason
on any particular ASIN is due to quality or defective, we will ensure that the concern is handled to ensure
right quality delivery.

--Listing: Is the product accurately described on Amazon? Have you ensured that there is no
ambiguity and the customer is well informed?

• The listing will not map in future. I will ensure to sell my own branding items either I will sell products
from a trusted supplier who can provide us proper invoices.

• The listing fields such as "Key-product feature" or "Product description" will not include any misleading
information.

• Product detail pages do not belong to any other product. The product title, image and details must be
specific to the product.

• De-list high return products – We will ensure that we immediately de-list a product which has high return
or high customer negative feedback.

• Inventory planning: We will ensure that the Quantity Listed should match the in-stock inventory. We will
learn the inventory planning further with help of our SPN partner and make sure that the stock is planned
well and never run out into stock situation.

--Packaging: Is the product in its original packaging as listed on Amazon?

• Well trained professional: We will ensure that the order managers/supervisors are well trained for
working at Seller Central. They should be able to manage the order packaging and delivery to the courier
efficiently. We have subscribed SPN service for training and management as well.

• Correct product packaging: We will ensure that the right product is packed as per the customer order.
This will be doubly checked by different teams so that even by mistake wrong product should not get
packed. We will manage our products from SKU wise. So no customer gets different products what he/she
orders.

• Order packaging plan: We will follow Amazon guideline on how to pack the product for safe without any
damage transit during delivery:
 • All items must be packed in packaging (envelope/box/poly-bag)
• Avoid damage - The packaging material used should be sturdy and the package should be transport
worthy.
• Cushion - Adequate cushioning in the form of bubble-wrap / thermocol should be provided to prevent the
movement of item(s) within the package.
• Over that corrugated brown sheet will be used and properly wrapped with brown tap
• Only new packaging material should be used.
• Manufacturer’s box/package will not be considered as packaging material for transportation. A separate
outer packaging is mandatory.
Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is
stored, packed, and shipped appropriately?

• Latency period: We will increase the latency period - that is time committed to the buyer between the
order booking and order receipt at buyer’s door, so that buyers get their order within the committed
time.

• Order packaging schedule: We will ensure that the order are packed and made ready on the same day of
the order booking. This will allow us to handover the package to the courier next day when they arrive.

• Order Tracking: We will maintain a log of each and every order delivery movement and track the
movement till the order get delivered to the customer.

• Order Return Management: We will be prompt and efficient at the buyer communication front.
Whenever there is a return product situation, we will implement a good communication and coordination
with buyer for hassle free return.

• Efficient communication: We are taking services from Vipin & they will help in future for buyer
communication management support. This will help us to get in touch with our customer in right time and
with appropriate resolution of the buyer issues.
➢ Continuous learning and improvement:-
We have received good set inputs from our SPN partner. They have identified our knowledge gaps and operational
issues which led to shortfall in achieving the Amazon performance targets. We will seek additional training and
support from SPN partner. We will spend time to read various documents at Amazon Seller University to enhance our
knowledge.
Apology

We would sincerely like to apologise for our mistake. It was totally out if lack of knowledge. We understand that we
have committed a grave mistake. Please give us one last opportunity. We want to get back to the business. We will
never commit such mistake again. We understand that, if this account is closed we will never be allowed selling on
Amazon on our business credentials. Please forgive us and extend one last chance.
 ➢ Appeal

We have investigated our shortfalls, identified the reasons and have planned a set of preventive and corrective
actions. We hope this POA presents our conviction to meet the performance target. We would request Amazon team
to activate our selling privilege.

We have put in so many efforts to reach here and want to grow with Amazon in future maintaining the Amazon's brand respect. If
there is anything you need from my side, please let me know.

Request you people to please consider my request and allow me a chance to make the changes and improve the past mistakes.

Thanks
Ravi kumar
Onsenterprises