Dear Amazon, Thank you for the opportunity to answer my account condition and explain our Plan of Action. I have read, and will continue to read Amazon’s Condition Guidelines and Policy Agreement. I understand that I have: - 1 case A-to-Z Claims. There are factors that make our order error rate increase by xxx% compared to Amazon, 1% is acceptable - leading to the risk of my account being suspended. I did review each order, customer messenger and person in charger in my field for all problem and here is my detail action: A- THE ROOT CAUSES: Oder ID: Customer problem: Different from what I ordered Customer comments: cancel orders and refund. Problem: Shipping error when not delivering on time to customers The root cause: We encountered a serious error when working with our shipping company, they lost this order. After receiving feedback from customers, I immediately contacted the shipping company to clarify the cause. After I learned that the shipping company had lost this order, I immediately returned it to the customer. We know this is a bad experience for our customers and that is why they open A to Z disputes (even if we offer a 100% refund). B- THE ACTIONS I HAVE TAKEN TO RESOLVE All my action below is mainly focus on the root cause for 3 problem I meet: 1. I requested review our current inventory and check all product again, add barcode for full item, training worker again and add 2 members daily check actual stock with inventory management system online. We completed this process. 2. Request purchasing department order full stock and making estimate order file for future ( 1 month than present) and add checking process for 100% item arrive. 3. Make sample product by add a big screen show :order Q’ty, product shape, color. Worker need to compare with the sample on screen and confirm OK before package then we can track any problem and person in charge. 4. Arrange again rack for small product, arrange similar products more farther apart and equipping 1 more magnifying glass for workers and barcode scanner for identify item. 5. Recheck listing descriptions to be sure that they match the actual product fully and unequivocally. Add pictures where necessary and create new listings where necessary. 6. We are planing add new warehouse near shipping company to reduce handling time. This is my future plan, need the time to investigate. 7. We are pickup some of my products to FBA I will be able to use amazons inventory management system to make sure that my store is fully stocked with quality products at all times. C - THE STEP I HAVE TAKEN TO PREVENT I strong believe that Product Quality and Shipping Time is the main problem here. A-to-Z Claims and Service chargebacks: Step 1: After review and check quality for all item in my warehouse. If which item have problem and are transporting, we send message to customer confirm item and request return or refund to them. It’s ok until now. Step 2: Request a team directly check the order still remain in shipping company warehouse before it move to other location. Step 3: Quickly order within 2 days for some product have more sold and product detected poor quality to prevent out of stock. Step 4: Move item similar far from each other, preven worker pick up wrong item. Step 5: Notify and traning worker about problem we meet. Requets them do with the new check list processs. Step 6: Double check wrong product by add worker when pickup product and package before complete barcode and inventory management system online. Step 7: Add double foam to protect product when package, it’s help protect scratch or maybe damage. I believe, that this plan sufficiently addresses the issue and will prevent it from happening again. I look forward to hearing from your team.
