Hi everyone!
So this is the sample letter written for one of our clients.
If you need any help from us writing a letter or appeal to Amazon please don't hesitate to contact us.
We will make it according to the scenario in which you are involved.
Dear Seller performance team!
I have understood well the mistakes due to which the customer
had to make A-Z claim and I completely admit that its my fault. Failure to
include shipping tracking details after shipping the product to the customer
was one of the biggest mistakes we did. Some other mistakes are as follows.
1. Failure
to respond the customer on time as I was severely sick and admitted to hospital
for treatment. Meanwhile my family member was shipping the items but due to
taking care of my kids and other stuff didn’t respond to the customers on a
timely manner.
2. Failure
to deactivate my account if I was not available. However it was an emergency of
life and death and couldn’t make a timely action.
3. Failure
to provide a valid tracking number to the customer after shipping the products.
4. Failure
to recognizing that there were three items and should be shipped with valid
tracking code from best courier services.
5. Improperly
satisfying the customer about the current issue and not responding in a correct
manner.
6. Failure
to comply with amazon.com protective policies to provide a valid tracking
number to the customers in order to avoid the claims.
7. Failure
to mention what does Standard shipping means and providing them a valid time
frame for that shipping
8. Failure
of telling the customers that standard shipping does not include Tracking
number. This results in unsatisfied customer who claimed that he didn’t receive
the item.
Steps we have taken and will continue to take:
1. I
have taken complete responsibility now of shipping the products with a Valid
tracking code.
2. If
the items are worth the value of $100 I am going to ship the items with the
tracking code as well as include a add on of Signing Option which will show the
proof of delivery.
3. There
will be also one of my family member who will check and see my messages on a
daily basis to avoid late responses.
4. I
have re-written the description and bullet points to improve accuracy of the
item’s shipping details.
5. I
also have started to refund the customers if they are not satisfied with the
timely delivery of the product or service.
Please let me know what should be done to not to deactivate my
account as I have been serving this platform for more than 5 years from now and
never had such an issue before. Also it would be great if you remove the claim
from my health account as it will be a great loss for me. Looking forward to
hearing for a positive response.
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