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The actions you have taken to resolve the issue

**The Actions Taken to Resolve this Issue:**

- We immediately reviewed Amazon’s code of conduct policies
[link](https://sellercentral.amazon.com/gp/help/G1801) to understand how we weren’t in
compliance and have updated our business model accordingly.
- We then audited our entire account to ensure that there is no evidence of other policy
violations or potential issues and found none.
- We also sent all of Amazon’s policies, with a focus on Amazon’s dropshipping policies and
guidelines, to our employees to better ensure that these practices are properly practiced.
- We have also appointed a manager to keep complete track of the account, especially the
customer support and handling, to prevent us from being in the situation that caused us to use
drop shipping in the past.

**How We Have Revamped Our Business to Ensure 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 other information included or
provided in connection with the product.
- We will always be responsible for accepting and processing customer returns of our products.
- As such, we are fully prepared to comply with all other terms of our seller agreement and
Amazon policies.

**The steps you have taken to prevent the issue going forward**

**The Actions to Prevent Drop Shipping Violations:**

- We will always purchase our products and have them shipped to us before sending them to an
Amazon Fulfillment Centre.
- Before sending the products to FBA, we will ensure that we are the seller of record on all
applicable documentation.
- In order to comply with all of the terms of our seller agreement and Amazon policies, we have
implemented the following to our business.
- We have liability insurance in place just in case any product is damaged or causes any
damage.
- We bear all sales tax responsibility, have set the selling price, and bear the liability risk of our
products (per the BSA’s indemnification clause).
- We have now appointed an employee to oversee our account and specially inventory and
replenish it as needed, so that we are never rushing to get a product to a customer in an
appropriate amount of time.
- This ensures that the inventory quantities listed in our account accurately reflect our stock.
- If we are running low in our own warehouse, even if we still have items in an Amazon
Fulfillment Centre, we will now inactivate or delete the product listing until we have replenished
our stock.
- We will never list a larger quantity of units until we are certain that we can fulfill.
- We collect data to monitor sales frequency and predict sales to prevent issues before they can
arise.
- In addition to that employee, we have also appointed senior managers to monitor all
procedures and enforce compliance.
- This includes a shipping manager who will oversee all shipments to inspect and 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.

**Mistakes and Improvement:**

**1. Customers Faced Inconvenience to Recognize Us as the Sellers of Those Items:**

- We were doing dropshipping from Amazon to Amazon as well as FBM. Our supplier works as
a seller as well, and we agreed to change the packing of our orders, but he failed to deliver the
order after changing the packaging.
- When the customers realized that packaging and invoices did not contain contact information
to recognize us as sellers, they were confused about how their orders were being fulfilled and
whom they should contact with any problems or questions. It led to complaints from the
customers, and Amazon deactivated our seller account.

**2. High Demand and Out of Stock:**

- We'd like to inform you that our item was out of stock owing to a huge number of orders, which
is why we weren't able to deliver orders to many of our clients. At the same time, we received
notification from one of our clients that he had not received the entire package. We didn't want
to annoy any Amazon customers. We were unable to provide the client with a replacement from
our stock due to a shortage of stock. Therefore, we ordered those things from a third-party
merchant.

**Measures to Avoid Recurrence of Such Issues:**

1. I am the CEO, and I will personally ensure that our staff complies with all the rules and
regulations of Amazon in true spirit.
2. I will try my best to comply with the selling policies of Amazon and ensure the following points
to improve our account's performance:
 - Provide confirmation emails: We will provide buyers with shipping confirmation emails.
- Clean up inventory: We will review our inventory and remove any items that are not available
for delivery.
- Ship as advertised: We will use the shipping methods we advertise to ship orders.
- Issue refunds promptly: Promptly issue refunds in the rare event that an item is not available
for delivery.
- Ensure strict compliance with disclosing details of suppliers: I will mention all the supplier's
details on the invoices so that Amazon can easily contact and verify my supply chain. Moreover,
if I have to mention any brand name or trademark in my listing, I must get the “Letter of
Authorization” from the real rights owner.
- Customer-centric working: If any customer has a complaint or reservation, we will respond
quickly and try to resolve his issue. Similarly, if any client wants to replace or demands a refund,
we will accept this without any resistance.

3. As a dropshipper, I will confirm that I have an agreement with my supplier that they will
identify me (and no one else) as a seller of my products on all packing slips, invoices, external
packaging, and other information included or provided in connection with the products. I will
verify the authenticity of my supplier before signing any contract with them.
4. We will be the seller of record of our products. We will ensure complete documents for all the
items that will be sold on our Amazon account. Moreover, all orders will be shipped with our own
information on the item packages. We have hired a private firm with extensive experience with
ISO 9001 quality systems. They reviewed the company's existing procedures and policies and
rewritten these to eliminate current problems and ensure the product leaves our warehouse in
pristine condition.
5. Ensuring strict quality check: I will personally keep a quality check on all the tasks of my
Amazon selling team to avoid listing items without required documents. When we list products
for sale, we will make sure that we offer the product is accurately described and matches the
data currently