Seller Code of Conduct Appeal

Dear Amazon Performance Team
I am writing you today in regard to our account review after we received a

notification stating that we had been identified doing drop shipping and
violating seller code of conduct
Issues that Caused the Complaints:

We used amazon itself to fulfill a small fraction of the orders we have sold on
the Amazon platform for the sake of some feedbacks and reviews and for that
we used a few same tracking which has led to our account de-activation.
However, we believed that we were operating within the boundaries of
Amazon’s drop shipping policies, and when we have received the suspension
we came to know that we were actually violating the policies. We are now
aware of our error and take full responsibility for it. Please read further into
our plan of action to see how we are revamping our entire company to try and
prevent us from straying outside of Amazon’s policies in the future.
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
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 will never again do this activity. And from now we have
intended to switch to FBA and won’t be using FBM now.
○ We have also appointed a manager to keep complete track of account
specially the customer support and handling so that we can keep more active
track of our account and 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 the 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.
● Again, we are seeking to completely switch our business model from FBM to
FBA as this would completely resolve any future issues.
● 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 it shipped to us
before sending it 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).
● As stated previously, 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:
○ We now are fully liable to ensure that we are the seller of record of our
products;
○ We also understand that shipping orders with packing slips, invoices, or
other information indicating a seller name or contact information other than
your own is strictly prohibited per Amazon policy;
○ We will now identify ourselves as the seller of our products on all packing
slips and other information included or provided in connection with them.
○ We understand that purchasing products from another online retailer and
having that retailer ship directly to customers is prohibited;
○ We respond to all customers within 24 hours;
○ If any customer leaves a review of three or less, they will be offered a full
refund and we request for more information, where appropriate, regarding
their complaint so that we may continue to improve and better our company
for our customers;
○ In case of any negative feedback, we won’t give fake feedbacks.
○ Our staff checks all reports, notifications, emails, metrics, feedback, and
reviews three times daily to recognize and remove problematic ASIN’s before
issues arise;
○ If any of ASIN’s are problematic, we will reach out to Seller Support for
guidance. We believe in helping Amazon maintain relevant and precise product
detail pages.
○ All A-to-Z claims will receive a full immediate refund.
We have taken this suspension as an opportunity to fully re evaluate and

improve our business. We can now confirm our compliance with Amazon’s
Drop Shipping policies, as proved by switching our entire catalogue to FBA. We
sincerely apologize for mistakenly conducting a portion of our business
through drop shipping practices previously, but we hope that all the ways in
which we have revamped our business model to ensure we never drop ship
again proves to you that we are able to conduct a company that can function
within Amazon’s policies. We take pride in operating an account that remains
in compliance with all of Amazon’s seller code of conduct policies, and so
would like to respectfully request the review of our account so that we may
continue to sell on the Amazon platform.
Thank you for your time and assistance.

Regards
NAME
…………………….

Seller Code of Conduct Appeal

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Why was the seller's account suspended?

What steps has the seller taken to address the issues?

Dear Amazon Performance Team

I am writing you today in regard to our account review after we received a

Issues that Caused the Complaints:

The actions you have taken to resolve the issue

The Actions Taken to Resolve this Issue:

How We Have Revamped Our Business to Ensure the Compliance:

We have taken this suspension as an opportunity to fully re evaluate and

Thank you for your time and assistance.

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