SELLER CODE OF CONDUCT
Hello Amazon Team, Amazon’s policies in the future.
Thank you for giving us a chance to write an appeal against Section
3 Violation ofAmazon's Business Solutions Agreement.
As you may imagine, it was a bit of a shock, to say the least, when I
got an emailsaying our seller account has been suspended.
But shock aside, I do want you to know that even though we might
have mademistakes, it is and never will be our intention to hurt our
mutual customer by delivering subpar products or services.
I am a principal of this account and I am writing to you today in
regard to our account review after we received a notification stating
that we had been identifiedas drop shipping.
Issues that Caused the Complaints:
We have allowed a third party to fulfill a small fraction of the
products we have sold on the Amazon platform, which has led to
our account review. However, we believed that we were operating
within the boundaries of Amazon’s drop shipping policies, and it is
only after our suspension that it has come to our attention that we
have not. We have on occasion purchased products from online
retailers and had them sent directly to customers, when we feared
that taking the extra time and careto have the product first shipped
to us would prevent the customer from receiving their order in a
timely manner. We are now aware of our error and take full
responsibility for it. Please read further into our plan of action to
see how we are revamping our entire company to try and prevent us
from straying outside of
We also sent all of Amazon’s policies, with a focus on Amazon’s
Drop shipping policies and guidelines, to our suppliers to better
ensure that thesepractices are properly practiced.
We will never again drop ship an item to one of our customers. We
now store all Merchant-Fulfilled products at our facility until we
are fully able toimplement FBA, as we intend to completely switch
to an FBA model.
We also appointed an employee to keep track of how much of each
product is in stock, so that we can keep more active track of our
supply and prevent us from being in the situation that caused us to
use drop shipping in the past.
We reached out to any dissatisfied customers to offer them their
choice of arefund or replacement.
We have destroyed all the 3rd party or other retailers packaging
from thewarehouse, and ordered the new unmarked packaging in
excess.
We have read the drop shipping policy and informed the employees
tocomply with amazon drop shipping policy as per this link
https://sellercentral.amazon.com/gp/help/G201808410
I educated employees about the packaging, and told them to not
ever use anyother brands packaging amazon is very strict in it.
As such, we are fully prepared to comply with all other terms of
our selleragreement and Amazon policies.
Another mistake we’ve made - we’ve failed to closely monitor
the inventory andbeing out of stock and wanting to satisfy the
customer, made us purchase the product from Pets at Home.
Unfortunately, we didn’t perform a correct inventory check
and we were still waiting for products to arrive at our
warehouse. We do not have sales consistency on this account.
Our order was sent in Pets & Friend, Weldricks pharmacy
packaging, and we didn’t remove the packaging, and send it as
it is to the customer. We just started to send items via a 3rd
party warehouse and they handle the last 2 months orders. We
agreed with them to remove packaging and invoices from the
box and they were doing well. But they did a mistake because
at end of the year had a load of shipments. And it was a
mistake from the employees and used the same packagingto
send to the customer.
We also identified that our prices of some products were not
competitive and ineligible for Buy Box and were higher as
compared to other sellers. We do realizethis mistake and now
have hired a proper full time pricing manager for pricing of our
products according to the standards of Amazon Policies.
The Actions Taken to resolve this Issue:
We immediately reviewed Amazon’s policies to understand
how we weren’tin compliance and have updated our business
model accordingly.
We then audited our entire account to ensure that there is no
How We
evidence Havepolicy
ofother Revamped OurorBusiness
violations potentialto Ensure
issues andthe
found
none. Compliance:
We will always be the seller of record of our products going
forward
We will identify ourselves as such on all packaging slips and
otherinformation included or provided in connection with the
product.
We will always remove supplier’s packaging and invoices from
our productsprior to sending to Amazon customers until we are
able to switch to a full FBA model.
We will always be responsible for accepting and processing
customerreturns of our products.
Again, we are seeking to completely switch our business model
from FBMto FBA as this would completely resolve any future
issues.
As such, we are fully prepared to comply with all other terms of
our selleragreement and Amazon policies.
We will never list a larger quantity of units than we are certain
that we canfulfill.
We collect data to monitor sales frequency and predict sales to
preventissues before they can arise.
In addition to that employee, we have also appointed senior
managers tomonitor all procedures and enforce compliance
 SELLER CODE OF CONDUCT
This includes a shipping manager who will oversee all shipments to
inspectand ensure that all packaging, labels, and packing slips are correct
and that we are always the seller of record.
We continue to provide excellent customer service and ensure 100%
satisfaction.
We continue to respond to all customers within 24 hours and address their
concerns.
We always offer any dissatisfied customer a full refund within 48 hours.
Our staff checks all reports, notifications, emails, metrics, feedback, and
reviews at least three times daily to identify and address potential problems
before greater issues arise.
We remain responsible for all return requests.
Policy Education:
My staff and I have retrained ourselves on Customer Service policies,
specifically policies regarding drop shipping, and have now appointed a
senior manager to hold monthly training sessions regarding Amazon’s
policies, to ensure we are always in compliance:
We now are fully liable to ensure that we are the seller of record of our
products;
We also understand that shipping orders with packing slips, invoices, or
other information indicating a seller name or contact information other
thanyour own is strictly prohibited per Amazon policy;
We will now identify ourselves as the seller of our products on all packing
slips and other information included or provided in connection with them.
We understand that purchasing products from another online retailer and
having that retailer ship directly to customers is prohibited;
We respond to all customers within 24 hours;
We have taken this suspension as an opportunity to fully reevaluate:
improve our business. We can now confirm our compliance with
Amazon’sDrop Shipping policies, as proved by switching our entire
catalog to FBA. We sincerely apologize for mistakenly conducting a
portion of our businessthrough drop shipping practices previously, but we
hope that all the ways inwhich we have revamped our business model to
ensure we never drop ship again proves to you that we are able to conduct
a company that can functionwithin Amazon’s policies. We take pride in
operating an account that remains in compliance with all of Amazon’s
policies, and so would like to respectfully request the review of our
account so that we may continue to sell on the Amazon platform.
We will educate our team about amazon polices two days in a week
Selling Policies and Seller Code of Conduct
https://sellercentral.amazon.com/help/hub/reference/G1801
Drop Shipping Policy
https://sellercentral.amazon.com/help/hub/reference/G201808410
Amazon Services Business Solutions Agreement
https://sellercentral.amazon.com/help/hub/reference/G1791
I will use only Amazon-approved service providers, who will register to
work with my seller account using the AWS procedure. I will not
otherwisegive outside consultant’s access to my account.
I will adhere to all applicable laws at all times and abide by all of
Amazon’s policies.
I will maintain current account information.
I will never misrepresent my store.
Information provided on our account.
If any customer leaves a review of three or less, they will be offered a
full refund and we request for more information, where appropriate,
regarding their complaint so that we may continue to improve and
better our companyfor our customers;
Our staff checks all reports, notifications, emails, metrics, feedback,
andreviews three times daily to recognize and remove problematic
ASINs before issues arise and
If any ASINs are problematic, we will reach out to Seller Support for
guidance. We believe in helping Amazon maintain relevant and
precise product detail pages. All A-to-Z claims will receive a full
immediate refund.
We will only purchase stock, directly from manufacturers or
authorized distributors, who also permit us to sell on Amazon. We
will make sure ourinventory is always up to date
We are in talks with new suppliers, both from the UK and outside the
UK.We are working on creating our own brand and products because
we have decided to move from the FBM model to the FBA model in
the near future.
I hope now, this one mistake will not be going to repeat ever again,
and wewill always be identified as sellers when customers will be
receiving any package. our own packing slip, an invoice will be in
blank packaging.
I will always act in a manner which ensures a trustworthy experience
forAmazon’s customers.
I will never list products which could cause harm to Amazon’s
customers.
I will never engage in any misleading, inappropriate or offensive
behavior,including but not limited to:
Information provided in listings, content, or images.
Communication with Amazon;
Communication with Amazon’s customers;
I will act fairly at all times
We understand if we need to work on amazon, we need to comply
withamazon polices.
Shipping orders with packing slips, invoices, external packaging, or
other information indicating a seller name or contact information.
.other than yourown is also strictly prohibited.
If we intend to fulfill orders using a drop shipper, we must
always:
Be responsible for accepting and processing customer returns of your
products; and
Comply with all other terms of your seller agreement and applicable
Amazon polices.
Thank you for your time and assistance with this matter.
Regards,
ACTIV SMART STORE