@Anthony_s_Things_For (Anthony's Things For Sale) posted a new topic, subject "Help with Appeal letter action plan for Account Suspension". It read:

   Hello, can you all help me with the letter I should send in regards to a plan of action. I am new to posting and a friend stated that I should post on here. He stated that the members are very wiling and excellent with helping resolve issues.
    
    What is frustrating is that all the items I sent were brand new and straight from a sealed case of merchandise. Several of the items were sold, returned and then put back into my inventory as sellable. None of them were ever sent back or labeled as damaged. So I literally had no control of what went back out to customers. I know they were perfect when the left my house and sent out to Amazon. One item that was labeled as incomplete was wrapped in cellophane, so I would have no idea of it being incomplete.
    
    Thanks in advance Anthony.
    
    This is the initial email that I was sent.
    
    Hello,
    
    We have removed your Amazon selling privileges because of buyer complaints about the items they received from you. Please see below for some examples of the listings we have received complaints about:
    
    Complaint Type: Damaged/Defective  
    ASIN: 145166740X
    
    Complaint Type: Incomplete Item  
    ASIN: B000NDPKOA
    
    Complaint Type: Used Item Sold as New  
    ASIN: B00A7DATQ0, B0077QSLB0
    
    To maintain a trusted marketplace for buyers and sellers, we take immediate action when we identify a buyer complaint regarding the condition and authenticity of products. You can view previous emails about buyer complaints on the Performance Notifications section of Seller Central (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html/).
    
    What you can do
    
    If you would like your selling privileges reinstated, respond to this message and let us know. When you respond, include a plan of action that contains the following:
    
      1. Description of the issues that caused the complaints.
      2. Explanation of the steps you have taken to resolve the issues and ensure that similar complaints won't happen again.
      3. Any additional details you would like us to know.
    
    
    
    To find more information on how to submit your plan of action, search “Appeal the Removal of Selling Privileges” in Seller Central Help.
    
    Still have questions? You can ask our Seller Support team: Contact us (https://sellercentral.amazon.com/hz/contact-us/performance).
    
    __This is a plan of action my friend suggested I start with:__
    
    Hello,
    
    The following is my action plan to prevent further customer complaints and issues with my account:
    
      1. I received customer complaints because some items received by customers appeared to be used when they were listed as new.
      2. I have thoroughly reviewed all of my inventory to ensure that all products listed as new are indeed new.
      3. I have put in a new process to recall all returned items from Amazon's warehouses to ensure that used products do not unintentionally go back into my inventory as new.
      4. I have also implemented more in-depth screening policies for items being sent into Amazon's warehouses to ensure that nothing but brand-new items are sent in.
    
    
    
    Thank you very much for your consideration,

Then @vending_toy_pride (Vending Toy Pride) said

    “A” for effort, but the end results don't achieve a passing grade.  
    You are just numbering the sentences, you need bullet points to highlight the steps you have taken to prevent future problems.  
    Below is an example based on your appeal.
    
    +1. I received customer complaints because some items received by customers appeared to be used when they were listed as new.+  
    +2. I have thoroughly reviewed all of my inventory to ensure that all products listed as new are indeed new.+  
    +3. I have put in a new process to recall all returned items from Amazon's warehouses to ensure that used products do not unintentionally go back into my inventory as new.+  
    +4. I have also implemented more in-depth screening policies for items being sent into Amazon's warehouses to ensure that nothing but brand-new items are sent in.+
    
    I have received customer complaints because some items received by the customer where perceived to have been used. To prevent future confusion we have taken the following steps:
    
      1. We purchase only directly from the manufacture.
      2. I am reviewing all inventory to ensure all products are in new condition and meet all of Amazon's condition guidelines. Only new items that meet Amazon's condition rules will be sold on Amazon.
      3. I have implemented a policy to recall all returned item from Amazon's warehouse to ensure the item returned remains in new condition…
      4. I have implemented a strict screening policy to insure all items being sent into Amazon's warehouses to ensure that nothing but brand-new items are sent in.  
    4a. I will look at the items.  
    4b. I will look at the items again.  
    What is the policy???

@Anthony_s_Things_For (Anthony's Things For Sale) replied

    Hello, mostly FBA and very little fulfilled by merchant. I am not sure what selling on the River is but if your asking about how long on Amazon it has been right at 2 years.

@Mostlybooks (Mostlybooks) replied

    Are you strictly FBA?
    
    How long have you been selling on the River?

After which, @imho (IMHO) added

    Don't rely only on Amazon's information. Look through your feedback, even the crossed out feedback to get more of an idea about what went wrong with these products.
    
    If you don't find any information then just plead guilty and provide Amazon with a solid plan of action. Search the forum for “suspension” “appeal letter” to see excellent samples of powerful appeals and adapt it to your situation.
    
    Once you draft an appeal letter, post it here BEFORE you send it to Amazon. Wait for others to comment, redraft, edit, and then finally send your letter to Amazon.
    
    The current draft you provided is very vague and will not get you reinstated, imho.

Then @Anthony_s_Things_For (Anthony's Things For Sale) said

    Please help and critique and help with what I may need to add or subtract to make this a viable action plan. I appreciate any and all feedback to help me with this.
    
    Dear Seller Performance,
    
    I have received customer complaints because some items received by customer were perceived to have been used, incomplete or damaged. To prevent future confusion or dissatisfaction from customers I have taken the following steps.
    
    I am reviewing all inventory to ensure all products are in new condition and meet all of Amazon's condition guidelines. Only new items that meet Amazon's condition rules will be sold on Amazon.  
    I have implemented a policy to recall all returned items from Amazon's warehouse to ensure the items returned remain in new condition.  
    I have implemented a strict screening policy to insure all items being sent into Amazon's warehouses to ensure that nothing but brand new items are being sent in.  
    I have fixed all suppressed listing and deleted the listings that have caused issues.  
    I recalled ASIN 145166740X to verify all are in brand new condition.
    
    I ask that you would consider this appeal favorable and reinstate my Amazon selling privileges. I have done everything I can to fix the problem merchandise and to ensure future problems will not repeat themselves. I have strived to keep 100% feedback and will continue to do so.
    
    Thank You  
    Anthony Ratliff  
    Anthony's Things For Sale

So @Style (Style) replied

    The problem, Vending is:  
    THERE IS NO PROVISION TO HAVE ALL RETURNED ITEMS SENT BACK TO SELLER.  
    And apparently no provision in place that all returned inventory sent back for the reason “damaged” go unfullable. FBA personnel examine returned items and if they see damage, they mark it unfulfillable.
    
    Problem is they may not see the damage. And apparently even boxes that have been opened are being returned to new inventory.
    
    Amazon has started suspending sellers for mistakes FBA is making, and we don't even have the option of having all returned items sent back to the seller.
    
    It is just plain wrong that sellers who purchase BRAND NEW direct from manufacturer and one turns out to be defective or customer damaged and the FBA dolts just throw it back in the bin, how is it the seller's fault?
    
    If it's arbitraged, liquidation or seconds, then no defense. But brand new quality inventory?
    
    Give us an option to have returned items returned to us or stop suspending sellers over it.

After which, @Anthony_s_Things_For (Anthony's Things For Sale) added

    Yes you are absolutely correct Stylephyle and that is why I am suspended. I could fully understand if I did it and I would not be so upset, but I DIDN'T. I really wish there was an option to have everything sent back to us after it was returned. That way we could take care of it. Some items get returned and sent out the same day. That does not even give one to react and recall if possible.

After which, @imho (IMHO) added

    Anthony's Things For Sale:
    
    > Please help and critique and help with what I may need to add or subtract to make this a viable action plan. I appreciate any and all feedback to help me with this.
    > 
    > Dear Seller Performance,
    > 
    > I have received customer complaints because some items received by customer were perceived to have been used, incomplete or damaged.
    
    Tell Amazon that you know the reason for items appearing to be damaged etc. Even if you are not to blame, try to come up with a way to blame yourself; Amazon likes to hear that. For example, you can blame it on poor packaging by yourself or the manufacturer or on the fact that you did not thoroughly inspect each item before prepping it for shipment to Amazon's warehouse. You should also mention the FBA return issue, that items may have been damaged by customers and returned to sellable condition.
    
    To prevent future confusion or dissatisfaction from customers I have taken the following steps.
    
    Match the steps to what you have identified to be your main issues. Example: better packaging and how? By your manufacturer-how? By yourself-in what way?  
    >  
    >  
    > I am reviewing all inventory to ensure all products are in new condition and meet all of Amazon's condition guidelines. Only new items that meet Amazon's condition rules will be sold on Amazon.
    
    How about saying that you and your staff have studied Amazon's condition guidelines and are now better aware of how important it is to enforce quality control for every single unit.
    
    In your next bullet point elaborate on what has been done in the name of “quality control”. This will overlap with what you have written further down about “strict screening process”.
    
    In the next bullet you can talk about what will be done if a product fails quality control…
    
    > I have implemented a policy to recall all returned items from Amazon's warehouse to --ensure-- double check returned items before selling them again to new customers. --the items returned remain in new condition.–
    
    Good.
    
    > I have implemented a strict screening policy to insure all items being sent into Amazon's warehouses to ensure that nothing but brand new items are being sent in.
    
    Elaborate on your “strict screening process”.
    
    > I have fixed all suppressed listing and deleted the listings that have caused issues.
    
    Suppressed listings aren't the issue here.
    
    > I recalled ASIN 145166740X to verify all are in brand new condition.
    
    Good.
    
    >  
    > I ask that you would consider this appeal favorable and reinstate my Amazon selling privileges. I have done everything I can to fix the problem merchandise and to ensure future problems will not repeat themselves. I have strived to keep 100% feedback and will continue to do so.  
    >  
    > Thank You  
    > Anthony Ratliff  
    > Anthony's Things For Sale
    
    See my comments. Also, use numbers or bullet points to lay out your plan. I personally like numbers better, for clarity's sake.

@MarilynsAttic (Marilyn's Attic) replied

    Have you checked to see it warehouse repackaged is enabled in your settings? I'm betting it it's and you didn't know it.

So @Anthony_s_Things_For (Anthony's Things For Sale) replied

    Hello I did check and it is not. I am guessing that it is not a good thing to have them repackage items?

So @imho (IMHO) replied

    Anthony's Things For Sale:
    
    > Hello I did check and it is not. I am guessing that it is not a good thing to have them repackage items?
    
    It is awful. Opt out of it and mention in your appeal that you opted out of it.

To which @Anthony_s_Things_For (Anthony's Things For Sale) replied

    This is the revised letter with the suggestions made. Let me know what you think  
    Dear Seller Performance,
    
    We have received customer complaints because some merchandise received by customer were perceived to have been used, incomplete or damaged. To prevent future confusion or dissatisfaction from customers we have taken the following steps.
    
    For Damaged:
    
      1. The merchandise that is damaged comes from not being properly being reviewed and packaged when sent into Amazon.
    
    
    
    a. We will ship inventory in smaller shipments to better protect merchandise from being damaged in transit.  
    b. We will make better use of packaging materials to protect the merchandise.  
    c. We will inspect every item to positively ensure nothing being sent to Amazon has any damage.  
    d. My staff has studied Amazon's condition guidelines. We are better aware of how important quality control will be enforced for every item.  
    e. We recalled ASIN 145166740X to verify all existing inventory is in brand new condition.
    
    For Used:
    
      1. The merchandise was not recalled to be inspected or properly viewed before being sent in to Amazon.
    
    
    
    a. We have studied the guidelines for new products. This ensures that we know exactly what classifies an item as “New” or “Used.”  
    b. We have implemented a policy to recall all returned items from Amazon's warehouse. This is a way to double check all returned items to verify they are in new condition before selling them again.  
    c. We have implemented a strict screening policy to insure all merchandise being sent to Amazon is nothing but brand new. This includes checking every seal is intact and not broken, every side of the packaging has no damage and anything visible is in perfect condition.  
    d. Any merchandise that does not meet the “New” standards will not be sold as “New.” If the item is listed as “Used” a picture will be taken and posted to the page as to show the customer the condition of the merchandise.
    
    For Incomplete:
    
      1. The merchandise that was incomplete had been sealed in cellophane from the company and I had no way of knowing the full contents. I do know that when the item was recalled I did put it together and it had everything.
    
    
    
    a. We will visually inspect, when possible, every new item to verify that it has all the parts that come with the item. This of course can only be done on merchandise that does not have a factory seal of any sort.  
    b. Any item that is incomplete will not be sold on Amazon in any condition so that no one is misled.
    
    I ask that you would consider this appeal favorable and reinstate my Amazon selling privileges. I have done everything I can to fix the problem merchandise and to ensure future problems will not repeat themselves.
    
    Thank You  
    Anthony Ratliff  
    Anthony's Things For Sale

@Living_In_a_Van (Living in a Van Down by the River) replied

    Stylephyle:
    
    > The problem, Vending is:  
    >  THERE IS NO PROVISION TO HAVE ALL RETURNED ITEMS SENT BACK TO SELLER.  
    >  And apparently no provision in place that all returned inventory sent back for the reason “damaged” go unfullable. FBA personnel examine returned items and if they see damage, they mark it unfulfillable.
    > 
    > Problem is they may not see the damage. And apparently even boxes that have been opened are being returned to new inventory.
    > 
    > Amazon has started suspending sellers for mistakes FBA is making, and we don't even have the option of having all returned items sent back to the seller.
    > 
    > It is just plain wrong that sellers who purchase BRAND NEW direct from manufacturer and one turns out to be defective or customer damaged and the FBA dolts just throw it back in the bin, how is it the seller's fault?
    > 
    > If it's arbitraged, liquidation or seconds, then no defense. But brand new quality inventory?
    > 
    > Give us an option to have returned items returned to us or stop suspending sellers over it.
    
    Amazon needs to change the policy to allow items to be returned to the seller. I don't think FBA employees are trained in the products we sell to truly know if something sold is truly damaged or unless they consult a FBA product expert…which I doubt they have. I hope you have submitted to point about having a “PROVISION TO HAVE ALL RETURNED ITEMS SENT BACK TO SELLER” to the make a suggestion page.
    
    There is a considerable lack of quality control and therefore this needs to be reviewed.

After which, @Anthony_s_Things_For (Anthony's Things For Sale) added

    That would be a great option to have everything returned. Any one else have suggestions on my letter please. I would like to send it soon. Thanks

To which @imho (IMHO) replied

    Anthony's Things For Sale:
    
    > This is the revised letter with the suggestions made. Let me know what you think  
    >  Dear Seller Performance,
    > 
    > We have received customer complaints because some merchandise received by customer were perceived to have been used, incomplete or damaged. To prevent future confusion or dissatisfaction from customers we have taken the following steps.
    > 
    > For Damaged:
    > 
    >   1. The merchandise that is damaged comes from not being properly --being-- reviewed and packaged when sent into Amazon.
    > 
    
    > 
    > a. We will ship inventory in smaller shipments to better protect merchandise from being damaged in transit.  
    >  b. We will make better use of packaging materials, _like packing pillows and bubble wrap_ to protect the merchandise.  
    >  c. We will inspect every item to positively ensure nothing being sent to Amazon has any damage.  
    >  d. My staff has studied Amazon's condition guidelines. We are better aware of how important quality control will be enforced for every item.  
    >  e. We recalled ASIN 145166740X to verify all existing inventory is in brand new condition.
    > 
    > For Used:
    > 
    >   1. The merchandise was not recalled to be inspected or properly viewed before being sent in to Amazon.
    > 
    
    > 
    > a. We have studied the guidelines for new products. This ensures that we know exactly what classifies an item as “New” or “Used.”  
    >  b. We have implemented a policy to recall all returned items from Amazon's warehouse. This is a way to double check all returned items to verify they are in new condition before selling them again.  
    >  c. We have implemented a strict screening policy to insure all merchandise being sent to Amazon is nothing but brand new. This includes checking every seal is intact and not broken, every side of the packaging has no damage and anything visible is in perfect condition.  
    >  d. Any merchandise that does not meet the “New” standards will not be sold as “New.” --If the item is listed as “Used” a picture will be taken and posted to the page as to show the customer the condition of the merchandise.-- _This is against Amazon's policy; used must be listed on same page as new. You can say instead that “If the item is listed as used we will accurately describe the item's condition in the condition notes”_
    
      1. The merchandise that was incomplete had been sealed in cellophane from the company and I had no way of knowing the full contents. I do know that when the item was recalled I did put it together and it had everything.  
    >  
    > a. We will visually inspect, when possible, every new item to verify that it has all the parts that come with the item. --This of course can only be done on merchandise that does not have a factory seal of any sort.–  
    > b. Any item that is incomplete will not be sold on Amazon in any condition _as per Amazon's policies._ \--so that no one is misled.–  
    >  
    > I ask that you would consider this appeal favorable and reinstate my Amazon selling privileges. I have done everything I can to fix the problem merchandise and to ensure future problems will not repeat themselves.  
    >  
    > Thank You  
    > Anthony Ratliff  
    > Anthony's Things For Sale

To which @Anthony_s_Things_For (Anthony's Things For Sale) replied

    Thank you IMHO, with your corrections what is your opinion of it is a strong enough appeal letter or do I need to add or change anything else?

Then @Ked (ked) said

    IMHO made some good points – although I think it's fine and common practice to upload pictures of the used merchandise when listing as used (https://www.amazon.com/gp/help/customer/display.html?nodeId=200397130).
    
    But leaving that part out isn't going to hurt you.
    
    Post your revision before submitting.

After which, @imho (IMHO) added

    ked:
    
    > IMHO made some good points – although I think it's fine and common practice to upload pictures of the used merchandise when listing as used (https://www.amazon.com/gp/help/customer/display.html?nodeId=200397130).
    > 
    > But leaving that part out isn't going to hurt you.
    > 
    > Post your revision before submitting.
    
    As a seller of new items, I didn't know that. Good point.
    
    How does it work though if you cannot create a new listing for an item that is already in the Amazon catalog? If a buyer clicks on your name, he will see a specific set of photos?

Then @Anthony_s_Things_For (Anthony's Things For Sale) said

    New revised letter. Please let me know if you think this will pass the mustard.
    
    Dear Seller Performance,
    
    We have received customer complaints because some merchandise received by customer were perceived to have been used, incomplete or damaged. To prevent future confusion or dissatisfaction from customers we have taken the following steps.
    
    For Damaged:
    
      1. The merchandise that is damaged comes from not being properly being reviewed and packaged when sent into Amazon.
    
    
    
    a. We will ship inventory in smaller shipments to better protect merchandise from being damaged in transit.  
    b. We will make better use of packaging materials, like packing pillows and bubble wrap to protect the merchandise.  
    c. We will inspect every item to positively ensure nothing being sent to Amazon has any damage.  
    d. My staff has studied Amazon's condition guidelines. We are better aware of how important quality control will be enforced for every item.  
    e. We recalled ASIN 145166740X to verify all existing inventory is in brand new condition.
    
    For Used:
    
      1. The merchandise was not recalled to be inspected or properly viewed before being sent in to Amazon.
    
    
    
    a. We have studied the guidelines for new products. This ensures that we know exactly what classifies an item as “New” or “Used.”  
    b. We have implemented a policy to recall the complete inventory of any ASIN that has returned items from Amazon's warehouse. This is a way to double check all returned items to verify they are in new condition before selling them again.  
    c. We have implemented a strict screening policy to insure all merchandise being sent to Amazon is nothing but brand new. This includes checking every seal is intact and not broken, every side of the packaging has no damage and anything visible is in perfect condition.  
    d. Any merchandise that does not meet the “New” standards will not be sold as “New.” If the item is listed as “Used” a picture will be taken and posted to the page as to show the customer the condition of the merchandise also we will accurately describe the item's condition in the condition notes.
    
    For Incomplete:
    
      1. My company will ensure that all products are purchased directly through reliable sources as to prevent any tampering or errors that could result in missing pieces or otherwise cause the product to be incomplete.
    
    
    
    a. We will visually inspect, when possible, every new item to verify that it has all the parts that come with the item.  
    b. Any item that is incomplete will not be sold on Amazon in any condition as per Amazon's policies.
    
    I ask that you would consider this appeal favorable and reinstate my Amazon selling privileges. I have done everything I can to fix the problem merchandise and to ensure future problems will not repeat themselves.
    
    Thank You  
    Anthony Ratliff  
    Anthony's Things For Sale

@Anthony_s_Things_For (Anthony's Things For Sale) replied

    Hello any thoughts good or bad so I can send it. Thanks

Then @Ked (ked) said

    IMHO; Sorta. When they click to the offers page (“23 used from $x.xx”) the pictures will be listed inline with your offer.
    
    Anthony; It looks pretty good. If you're comfortable then give it a try.

Then @Anthony_s_Things_For (Anthony's Things For Sale) said

    Hello, thanks for all your help I REALLY REALLY  
    APPRECIATE it. New dilemma, last night seller  
    support sent the following:  
    Hello,  
    Thank you for responding to our request for  
    information. However, we still need more information  
    regarding your plan of action for Damaged ,  
    Incomplete and Expired complaints before we can  
    reinstate your selling privileges.  
    at you can do  
    Review your inventory, negative feedback, claims and  
    buyer complaints to understand about the reason for  
    suspension.  
    Email mpalmer@example.org and  
    include a plan of action that contains the following:
    
      1. What is the issue that caused the complaints.
      2. Steps you have taken to resolve the issue and  
    ensure similar complaints won't happen again.
      3. Any additional details you would like us to know.  
    What happens next  
    We'll review the information you send and get back to  
    you with an answer as soon as possible. If we can  
    confirm the information you provide and your plan of  
    action sufficiently addresses the complaints, we will  
    consider reinstating your selling privileges.  
    Learn more  
    Sellers should understand our policies regarding  
    product condition. To learn more, search “Prohibited  
    Seller Activities and Actions”, “Product Detail Page  
    Rules”, and “Condition Guidelines” in Seller Central  
    Help.  
    Still have questions? You can ask our Seller Support  
    team: Contact us  
    (https://sellercentral.amazon.com/hz/contact-us).  
    We appreciate your cooperation and thank you for  
    selling on Amazon.  
    Sincerely,  
    It in my opinion looks better to my hopes of getting  
    my account back. The dilemma I have is should I get  
    rid of the used and add an expired plan? The only  
    expired complaint that I have ever received was on  
    some HP Ink I sent in. It was expired and I put that  
    it was expired and the date that it had expired in  
    the comment section of my listing. Also I sent them  
    in and they went out FBA. So please let me know what  
    you think I should do. Thanks Again

So @imho (IMHO) replied

    Anthony's Things For Sale:
    
    > New revised letter. Please let me know if you think this will pass the mustard.
    > 
    > Dear Seller Performance,
    > 
    > We have received customer complaints because some merchandise received by customer were perceived to have been used, incomplete or damaged. To prevent future confusion or dissatisfaction from customers we have taken the following steps.
    > 
    > For Damaged:
    > 
    >   1. The merchandise that is damaged comes from not being properly being reviewed and packaged when sent into Amazon.
    > 
    
    > 
    > a. We will ship inventory in smaller shipments to better protect merchandise from being damaged in transit.  
    >  b. We will make better use of packaging materials, like packing pillows and bubble wrap to protect the merchandise.  
    >  c. We will inspect every item to positively ensure nothing being sent to Amazon has any damage.  
    >  d. My staff has studied Amazon's condition guidelines. We are better aware of how important quality control will be enforced for every item.  
    >  e. We recalled ASIN 145166740X to verify all existing inventory is in brand new condition.
    > 
    > For Used:
    > 
    >   1. The merchandise was not recalled to be inspected or properly viewed before being sent in to Amazon.
    > 
    
    > 
    > a. We have studied the guidelines for new products. This ensures that we know exactly what classifies an item as “New” or “Used.”  
    >  b. We have implemented a policy to recall the complete inventory of any ASIN that has returned items from Amazon's warehouse. This is a way to double check all returned items to verify they are in new condition before selling them again.  
    >  c. We have implemented a strict screening policy to insure all merchandise being sent to Amazon is nothing but brand new. This includes checking every seal is intact and not broken, every side of the packaging has no damage and anything visible is in perfect condition.  
    >  d. Any merchandise that does not meet the “New” standards will not be sold as “New.” If the item is listed as “Used” a picture will be taken and posted to the page as to show the customer the condition of the merchandise also we will accurately describe the item's condition in the condition notes.
    > 
    > For Incomplete:
    > 
    >   1. My company will ensure that all products are purchased directly through reliable sources as to prevent any tampering or errors that could result in missing pieces or otherwise cause the product to be incomplete.
    > 
    
    > 
    > a. We will visually inspect, when possible, every new item to verify that it has all the parts that come with the item.  
    >  b. Any item that is incomplete will not be sold on Amazon in any condition as per Amazon's policies.
    > 
    > I ask that you would consider this appeal favorable and reinstate my Amazon selling privileges. I have done everything I can to fix the problem merchandise and to ensure future problems will not repeat themselves.
    > 
    > Thank You  
    >  Anthony Ratliff  
    >  Anthony's Things For Sale
    
    Write a new letter by first mentioning all your violations clearly.
    
    Example:
    
    Dear Seller Performance,
    
    We have received customer complaints because some merchandise received by customer were perceived to have been used, incomplete or damaged. --To prevent future confusion or dissatisfaction from customers we have taken the following steps.–
    
    We have examined our inventory and found the following problems with the following Asin's.
    
      1. Asin:  
    Customer complained that ink was expired. Customer was right as we weren't familiar with expiration guidelines for ink cartridges…
    
      2. Asin:
    
      3. Asin:
    
    
    
    
    Once you've identified your problems, continue with a specific plan of action to address each one.
    
    Example:
    
    To ensure that these things never occur again and Amazon customers continue to only have positive buying experiences we have put the following plan of action in place:
    
      1. We have searched the forum for “ink” “expiration” and read Amazon's help files in an effort to familiarize ourselves with ink cartridges regulations.
    
    
    
    We have deleted our listings for ink cartridges and in the future will only send in ink cartridge with an expiration date of at least 12 months from the time of sending.
    
    We have set up an excel page to recall all ink cartridges from FBA at least 3 months prior to their expiration date, in the even they don't sell out before that.
    
      2. 
    
      3. 
    
    
    Post your new letter here before sending.

Then @Ked (ked) said

    You can't sell anything expired on amazon. Period.
    
    Furthermore, new rules say ink has to have a minimum of 60 days left.

So @Anthony_s_Things_For (Anthony's Things For Sale) replied

    IMHO is this a new better way that you have found to list problems? Thanks

After which, @imho (IMHO) added

    Anthony's Things For Sale:
    
    > That is part of the problem. The damaged item was a book. I opened the case it came in, stickered it and sent it in. It was perfect and the customer never returned it after complaining. So that was my damaged item. The incomplete was a toy that I sent in that was wrapped in cellophane. So I really had no clue if what I could do about that. Then when I got it home it was complete. SOOOO. The used was 2 items. One was pulled straight from a manufacturer case, stickered and sent in. They were returned and resold without ever being returned to me. So once again I had no quality control. The other used was an advent calendar that fell under the same circumstances of being returned and resold. So as you can see I really am stuck between a rock and a hard place. The ink was may fault and I take that one. The others not so much.
    
    I don't understand.
    
    When did the customer complain about the book? When you got the toy home-I don't get it-it was returned to you from FBA, you examined it and it was perfect? Are you sure? Was it in the original manufacturer's box?
    
    Who resold the stuff-you or FBA put it back as sellable?
    
    I am not really clear about what you're saying.

So @imho (IMHO) replied

    Even if not your fault, take blame.
    
    Cellophane is not adequate wrapping for a toy, btw (to the best of my knowledge). So state that as your problem. Identify your problem as not being completely familiar with FBA packaging requirements. Write how you will amend that so it never occurs again. Write you will polybag every toy and product that does not come in a manufacturer's box or is otherwise required by Amazon.
    
    Look for more problems you can take blame for… Think creatively.

@imho (IMHO) replied

    Anthony's Things For Sale:
    
    > IMHO is this a new better way that you have found to list problems? Thanks
    
    The first letter you sent was decent; it was rejected.
    
    The only hole I've found in it is that it lacks specifics. Amazon tends to reject plans that are broad enough that anybody can use. Write a new letter where you clearly identify your asins, their issues and how those issues will never occur again.
    
    Remember we plead guilty to Amazon even if innocent. That's the only way back.

@Anthony_s_Things_For (Anthony's Things For Sale) replied

    That is part of the problem. The damaged item was a book. I opened the case it came in, stickered it and sent it in. It was perfect and the customer never returned it after complaining. So that was my damaged item. The incomplete was a toy that I sent in that was wrapped in cellophane. So I really had no clue if what I could do about that. Then when I got it home it was complete. SOOOO. The used was 2 items. One was pulled straight from a manufacturer case, stickered and sent in. They were returned and resold without ever being returned to me. So once again I had no quality control. The other used was an advent calendar that fell under the same circumstances of being returned and resold. So as you can see I really am stuck between a rock and a hard place. The ink was may fault and I take that one. The others not so much.

@Anthony_s_Things_For (Anthony's Things For Sale) replied

    When FBA received the items they placed it back into my inventory as sellable and it sold immediately. They complained on the book as soon as they got it but did not return it. The toy was in original manufacturers cellophane wrapping.

Then @Anthony_s_Things_For (Anthony's Things For Sale) said

    What is your opinion of this appeal letter. Thanks
    
    Dear Seller Performance,
    
    We have received customer complaints because some merchandise received by customer was perceived to have been used, incomplete, expired or damaged.
    
    ASIN 145166740X that was received by the customer and was Damaged:
    
      1. The merchandise that is damaged comes from not being properly being reviewed and packaged when sent into Amazon.
    
    
    
    a. We will ship inventory in smaller shipments to better protect merchandise from being damaged in transit.  
    b. We will make better use of packaging materials, like packing pillows and bubble wrap to protect the merchandise.  
    c. We will inspect every item to positively ensure nothing being sent to Amazon has any damage.  
    d. My staff has studied Amazon's condition guidelines. We are better aware of how important quality control will be enforced for every item.  
    e. We recalled ASIN 145166740X to verify all existing inventory is in brand new condition.
    
    ASIN B00A7DATQ0 and B0077QSLB0 that was received by the customer and was Used:
    
      1. The merchandise was not recalled to be inspected or properly viewed before being sent in to Amazon.
    
    
    
    a. We have studied the guidelines for new products. This ensures that we know exactly what classifies an item as “New” or “Used.”  
    b. We have implemented a policy to recall the complete inventory of any ASIN that has returned items from Amazon's warehouse. This is a way to double check all returned items to verify they are in new condition before selling them again.  
    c. We have implemented a strict screening policy to insure all merchandise being sent to Amazon is nothing but brand new. This includes checking every seal is intact and not broken, every side of the packaging has no damage and anything visible is in perfect condition.  
    d. Any merchandise that does not meet the “New” standards will not be sold as “New.” If the item is listed as “Used” a picture will be taken and posted to the page as to show the customer the condition of the merchandise also we will accurately describe the item's condition in the condition notes.
    
    ASIN B000NDPKOA that was received and was Incomplete:
    
      1. My company will ensure that all products are purchased directly through reliable sources as to prevent any tampering or errors that could result in missing pieces or otherwise cause the product to be incomplete.
    
    
    
    a. We will visually inspect, when possible, every new item to verify that it has all the parts that come with the item.  
    b. Any item that is incomplete will not be sold on Amazon in any condition as per Amazon's policies.
    
    ASIN B005DQ5TEI that was received and was Expired:  
    1\. The customer was correct that the ink was expired and we were not familiar with  
    expiration guidelines for ink cartridges. We have searched for Amazon's regulations on ink and the expiration date guidelines
    
    a. We have deleted all the listings for the any ink cartridges and toner.  
    b. We will only send merchandise in that has an expiration date greater then 12 months.  
    c. We will create a spread sheet to recall all ink cartridges with at least 7 months before the expiration date. That will ensure that the customer will not be left less then 180 days to use the ink.
    
    I ask that you would consider this appeal favorable and reinstate my Amazon selling privileges. I have done everything I can to fix the problem merchandise and to ensure future problems will not repeat themselves.
    
    Thank You  
    Anthony Ratliff  
    Anthony's Things For Sale

@Anthony_s_Things_For (Anthony's Things For Sale) replied

    Actually the letter listed here has not been mpalmer@example.org. I am not sure if I confused you. I do realize that you are correct and I should put the specific ASIN's though. Let me know what you think of this one. Thanks again for all our help.

So @imho (IMHO) replied

    I think you can still get more specific, but I don't know what all your issues were so I can't really think of anything more to mention, except for the ink that you wrote about.
    
    Hopefully others will chime in with their comments.
    
    Comment anybody? Critique? Advice?

@imho (IMHO) replied

    Anthony's Things For Sale:
    
    > What is your opinion of this appeal letter. Thanks
    > 
    > Dear Seller Performance,
    > 
    > We have received customer complaints because some merchandise received by customer was perceived to have been used, incomplete, expired or damaged.
    > 
    > ASIN 145166740X that was received by the customer and was Damaged:
    
    > 1\. _We examined the product before we packaged it for shipment to Amazon, but unfortunately,_ the merchandise _was_ not --being-- properly --being reviewed and-- packaged when sent into Amazon.  
    >  
    > a. We will ship inventory in smaller shipments to better protect merchandise from being damaged in transit.
    
    > b. We will make better use of packaging materials, like packing pillows and bubble wrap to protect the merchandise.
    
    > c. We --will inspect-- _have set up a 2 person system to inspect_ every item --to positively ensure nothing being sent to Amazon has any damage.-- _for possible packaging damages and to ensure that the items in each shipping box is packaged well enough that the items cannot move around at all during shipment. The inspection will be carried out first by one person and then double checked by the second person._
    
    > d. My staff has studied Amazon's condition guidelines. We are better aware of how important quality control _is and it will be enforced for every item, as mentioned in “c”._
    
    > e. _Due to a customer complaint,_ We recalled ASIN 145166740X to verify all existing inventory is in brand new condition. _In the future, we will continue to recall any asin that has received customer complaints to determine for ourselves what has caused the problem. We will delete any problematic products from our inventory immediately._  
    >  
    > ASIN B00A7DATQ0 and B0077QSLB0 --that was received by the customer and was Used:–  
    > 1\. The merchandise was not recalled to be inspected or properly viewed before being sent in to Amazon. *I don't understand what you said here. Unclear. Do you mean to say that the merchandise has been returned to Amazon and since it was FBA it was put back into stock and resold without you examining it?  
    >  
    > a. We have studied the guidelines for new products. This ensures that we know exactly what classifies an item as “New” or “Used.”
    
    > b. We have implemented a policy to recall the complete inventory of any ASIN that has returned items from Amazon's warehouse. This is a way to double check all returned items to verify they are in new condition before selling them again.
    
    > c. We have implemented a strict screening policy to insure all merchandise being sent to Amazon is nothing but brand new. This includes checking every seal is intact and not broken, every side of the packaging has no damage and anything visible is in perfect condition.
    
    > d. Any merchandise that does not meet the “New” standards will not be sold as “New.” If the item is listed as “Used” a picture will be taken and posted to the page as to show the customer the condition of the merchandise also we will accurately describe the item's condition in the condition notes.  
    >  
    > ASIN B000NDPKOA that was received and was Incomplete:  
    > 1\. My company will ensure that all products are purchased directly through reliable sources as to prevent any tampering or errors that could result in missing pieces or otherwise cause the product to be incomplete.  
    >  
    > a. We will visually inspect, --when possible,-- every new item to verify that it has all the parts that come with the item.
    
    > b. Any item that is incomplete will not be sold on Amazon in any condition as per Amazon's policies.  
    >  
    > ASIN B005DQ5TEI that was received and was Expired:  
    > 1\. The customer was correct that the ink was expired and we were not familiar with  
    > expiration guidelines for ink cartridges. We have searched for Amazon's regulations on ink and the expiration date guidelines  
    >  
    > a. We have deleted all the listings for the any ink cartridges and toner.  
    > b. We will only send merchandise in that has an expiration date greater then 12 months.  
    > c. We will create a spread sheet to recall all ink cartridges with at least 7 months before the expiration date. That will ensure that the customer will not be left less then 180 days to use the ink.  
    >   
    >  
    > I ask that you would consider this appeal favorable and reinstate my Amazon selling privileges. I have done everything I can to fix the problem merchandise and to ensure future problems will not repeat themselves.  
    >  
    > Thank You  
    > Anthony Ratliff  
    > Anthony's Things For Sale
    
    Good luck.

So @imho (IMHO) replied

    And double space between each letter/short paragraph so it's easier to read, as I've done in the previous post.

@system (system) replied

    


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