Dear Seller Performance Team,
We apologize for causing any concern that has led to the action you have taken. We will go to any extent to satisfy your concern. Following your notice, we have looked into any customer complaints that may have had to do with product quality and authenticity. However we are not able to see such a complaint. We have contacted Seller Support to investigate further but they were not able to see a complaint that would cause “Prohibited content”. Therefore we would very much appreciate it if you could provide some specifics for us to identify the items that are the root cause of concern.
Suffice it to say that we go to any length to avoid selling an item that may be categorized as “Prohibited content” As we deal with many vendors though they are long term reliable relationships with integrity, it is impossible to guarantee every item that may be in our supply pool due to the nature of the Health & Beauty Industry. However the only thing we can guarantee is how strictly we deal with any incident when it occurs. Therefore we would very much appreciate it if you could provide the specifics of the item that caused concern so that we can follow it thru with the vendor in question.
OUR ACTION PLAN:
1. We already operate very strict guidelines for our vendors in order to ensure product authenticity and quality. These guidelines have undergone a recent review (Oct’12), during which they have been made more strict. They have been circulated to all our vendors. A copy of our entire guidelines is available at http://tuccini.com/content/VendorGuidelines.pdf. Section 9.3.3 deals with “Questionable Product Integrity”, which is designed to address any vendor that may cause us to receive a Prohibited Content” notice. As you can see, we take this issue very seriously and have recently put in place strict guidelines to address it.
After the removal notice, we have also started implementing the following:
2. We have added another step to our inventory receiving process, which is in addition to our two-layer checks we conduct when we receive a Purchase Order. This will be a third step designed solely for the purposes of identifying any products that are likely to be disqualified. An item that is subject to Section 9.3.3 of our guidelines will be picked up during this process. This has been implemented starting this morning.
3. We have also added a new policy to our customer service practices that if we identify such items, we will issue a “product recall”. This will help us proactively take action to ensure customer satisfaction if and when we identify items that may cause concern. This “Product Recall” will incorporate having the customer return the item free of charge and a full refund.
4. We are currently conducting a check on our entire inventory to remove any questionable items that may cause concern. They will be removed from our product feed. In addition, if you can supply us with any listing that is the cause for your concern, we will remove them from our listings immediately.
We have been a proud Amazon Seller for a considerably long time. We not only embrace Amazon policies but also continually work on improving our internal processes further. Our Seller record shows that we have implemented systems and procedures to satisfy Amazon requirements. We will continue to do so. We hope that our action plan will satisfy you to reinstate our account as soon as possible.
Kindest Regards