A Seller’s Guide To Creating A Plan Of Action
The most common issue that a Seller runs into on Amazon is a suspension. Therefore, it is extremely important to know how to create a POA, aka a Plan of Action, in order to correctly communicate with Amazon, and to help resolve the overall issue of suspension.
A Seller’s Guide To Creating A Plan Of Action – First Step
Acknowledge the problem.
As a Seller who has gotten a mark against them, the first step should be to recognize why they got a mark against their account, and to correct the mistake so the same issue doesn’t crop up again in the future.
“For example, if your account is suspended for “inauthentic” or “used sold as new” or any other category, you need to find an internal reason for the suspension”[1].
Multiple Account Suspension: POA
In thinking about how to write a POA, it is important to write in a non-confrontational manner. Honesty is your best bet, and in the case of a misunderstanding, make that clear. If the fault rests on you, make that clear as well. Additionally, include that you have fixed the issue and that it won’t happen again; this is the ultimate goal in a situation like this. Not only should you fix the issue, but let Amazon know your plan to make sure that you are taking “preventative measures”[2].
In the case of a false accusation, the solution is not so clear-cut. Because Amazon is consumer-oriented, it will be hard to convince them that they are wrong to allege wrongdoing. In this case, doing a “thorough investigation of your business— in Amazon language, a “deep dive”” is the first step. Making sure that nothing went unnoticed and checking in with others who have access to accounts, such as employees. If you determine that it is a false claim, it is suggested that you the Seller “follow the same format as most Plans of Action: Root Causes of the Accusation; Immediate Corrective Actions; and Long-Term Systemic Changes to Your Business”[3].
Inauthentic Item: POA
It is important in inauthentic item POA’s that the Seller makes the letter as personal to their business as possible, to make it clear that you are taking the accusation seriously. Similarly to multiple account suspension, corrective actions must be made, as well as stating that changes have been made to make sure that the same issue doesn’t happen in the future.
Used Sold as New: POA
In some cases where there is a complaint against a Seller for a product “said to be new, but is actually used, a customer may believe it is the result of the product being defective and therefore, unsafe to use”[4]. Things damaged, previously returned, or already opened is labeled as unacceptable to be listed as new. In cases such as these, it is crucial as the Seller to make sure that the packaging and shipping is up to par. Just like the last two scenarios, the POA should include the “root cause of the complaint (…) immediate corrective measures (…) and systemic changes”[5] for the future.
A Seller’s Guide To Creating A Plan Of Action – Conclusion
Creating a Plan of Action is important for a Seller to firstly know how to do and can help to resolve issues with Amazon. Along with legal assistance from a firm like Rosenbaum Famularo P.C., a Seller can resolve issues that arise with suspensions through writing their own Plan of Action.
Adina is a Summer Associate with Rosenbaum Famularo, P.C., the law firm behind AmazonSellersLawyer.com and RosenbaumFamularo.com. She graduated with a bachelor’s degree in Political Science with a minor in Chinese Language from Trinity College. She will begin law school at New England Law, Boston in August 2018.
[1] Rosenbaum, C.J., Your Guide to Amazon Suspensions, 2017-2018, p. 9
[2] Ibid. p. 38
[3] Ibid. p. 40
[4] Ibid. p. 76
[5] Ibid. p. 82