Amazon Shipping Suspensions: How to Write a Plan of Action for Reinstatement
Plans of action for shipping suspensions.
Whether it’s a listing suspension or your entire account going down, here’s what you need to know about writing plans of action for Amazon shipping suspensions.
First, the structure. Root causes are your first section. Immediate corrective action is your second section. Systemic changes to your business, or long term changes to your business are the third section. That is your structure for writing a plan of action.
Root cause. When you are figuring out what the root cause is, you have to do what’s called a “deep dive investigation”. Use those words, Amazon, I conducted a deep dive investigation into our business, and this is what I found. Through that deep dive, you really want to find something in your business that you can improve upon, that was somehow related to the cause of the customer’s dissatisfaction. That’s what you put into the root cause section of your plan of action.
Immediate corrective action. What did you do? As soon as you learned a customer was unhappy, whether you believe that customer or not, you must take efforts to make Amazon’s customer happier. Amazon does not consider any buyer to be your customer; they consider every single customer to be Amazon’s customer. Refund their money, offer to let them keep the product for free, maybe offer to send them a replacement product, or even something else for nothing. Do whatever you can to make that consumer happier, even if that consumer is pulling a scam on you.
Long term changes to your business, or systemic changes to your business. When it comes to shipping, what can you do? Number one: extend the dates of delivery. Everybody loves when a package arrives early, everybody hates when something is late. Okay? There’s a saying, “It’s better to be an hour early than a minute late”, the same comes from shipping products. If your argument is that your business will be better because you’re hiring new staff, name the person you are hiring. Write down in your plan of action the date they began the work. You may even want to consider putting in their prior experience, specifically when it comes to shipping issues, show Amazon you’re making your business better.
Now, the flip side of hiring people is automated. If you look at Amazon’s leadership principles, they like people to innovate. Automation is part of innovation. It also takes some of the human error out of your business model. See what parts of your shipping process you can automate. There is about a half dozen really good types of shipping software out there. Look at them, explain to Amazon and your systemic changes, this is what you did; you evaluated these software solutions and you’re going with whichever one you think is best for your business.