We were not aware of Amazon Drop Shipping Policy and we did not know drop shipping the items from a retailer directly to the customer would violate Amazon policies.
We have bought products from Walmart and had them shipped to the customers directly.
Customers complained about receiving Walmart packages instead of Amazon boxes.
We had not identified ourself as the seller of our products on all packing slips, invoices, external packaging, and other information included or provided in connection with the customers when we drop shipped.
We have not removed packing slips, invoices, external packaging, or other information identifying a third-party (Walmart) drop shipper prior to shipping the order.
2. Our customers had problems with solving their issues with the returns. We have not provided proper customer service. We did this violation by mistake and this was not intended. We were not aware of the Amazon policies.
Greater detail on the actions you have taken to resolve violations of Amazon Drop Shipping Policy:
1. We have reviewed Amazon’s Drop Shipping Policy (https://sellercentral.amazon.com/gp/help/help.html?itemID=201808410) and trained our employees on it. We have created a checklist for drop shipping:
- make sure our company is the seller of record of the products we sold
- check all packing slips, invoices, external packaging, and other information if our company is identified as the seller
- if not, remove any packing slips, invoices, external packaging, or other information identifying a third-party drop shipper and identify our company as the seller of the product
2. We have already contacted all customers that had problems with their orders and offered compensation. We have offered replacement items, full refund, and partial refund according to their problems. We have made sure all customers are satisfied with the service they received from our company.
Greater detail on the steps you have taken to prevent violations of Amazon Drop Shipping Policy going forward:
1.
We have decided to start using FBA so that we can fulfill Amazon Selling Policies easier. We will move our business to FBA 100% in 3 months.
We will buy the products from dependable suppliers and send them to Amazon FBA warehouses. We have already talked with 2 suppliers and we will start working with them as soon as our account is reactivated. We will start using FBA services immediately.
In this 3 months, we will do FBM as we will need more investment to buy products to send to FBA. In this process, we will not do drop shipping. We will not use other retailer packaging.
We will not do drop shipping in the future. We will never sell a product we do not have in our warehouse.
We will never purchase products from another online retailer and have that retailer ship directly to customers.
2.
We will accept and process the customer returns ourselves. We will take care of all customer complaints. We will provide a great level of customer service in the future and take action for all customer complaints immediately.
We will respond to all customer messages within 12 hours. If they have a problem with their orders, we will provide them with a solution. We are going to send a replacement item or refund them immediately if they have a problem with the product they receive. We are going to use a 2nd-day shipping service for replacement orders to satisfy the customers. If they request a refund, we will refund them without a return.
3.
We have learned from this incident and understand Amazon takes failure to comply with its policies seriously. We have had a company-wide meeting and discussed all employees in the company should obey all rules determined by the company to comply with all Amazon rules, policies, and other regulations. We are confident these mistakes will never happen in the future.
We will check the account health page twice a day in the future and provide appeals as soon as we receive a violation notification.
We appreciate your support to help us keep selling on Amazon. We offer a great level of shopping experience to our customers and try to do our best on Amazon. Please review our Plan of Action above and reinstate our seller-fulfilled offers.