Dear Amazon,
We appreciate your kind help regarding our problem which relates to ASIN: xxxxxxxx. After we got this notification, we started our internal investigation and would like to find out the reason for this problem. We checked the Voice of the Customer and found that customer reported issues are mostly about 1. “One light is not getting fixed, the 3M tape doesn’t work on the fence.” 2. “Too small, not as expected. Picture online misleading.” 3. “They don’t all light up and not bright as described.”
After investigation, we found that the root cause of the customer reported issue is as follows:
- “One light is not getting fixed, the 3M tape doesn’t work on the fence” — The product comes with both 3M adhesive tape and screws for installation on different surfaces. Although we have included installation instructions for both the 3M tape and screws in the A+ content, the customer may have missed them, which led to the return.
2. “Too small, not as expected. Picture online misleading.” — Although we have marked the dimensions of the product, the customer may not pay much attention to the size parameters of the product, thus failing to meet expectations and resulting in a return by the customer.
3. “One of the lights was put on fence to see how it looked/worked… not pleased with brightness of light.” — The working time of the solar lamp depends on the weather conditions during the day. On cloudy or rainy days, the solar lamp can’t receive enough sunlight to charge its built-in battery, which will affect the lighting duration and brightness at night. This is the disadvantage of solar lamps, especially in winter.
After we identified the problems, we did the following things to solve them:
1. Improvement listing. It is reflected in the key points of the listing, product descriptions, and product pictures. The listing emphasizes that customers should pay attention to the size of the product and how to use it before purchasing. At the same time, we promise unconditional returns in case of quality or any other issues.
2. We updated our product detail page with pictures and text to give buyers a completely correct understanding, including how to use it. Making sure that the product detail page is an accurate description of the product details, enabling buyers to efficiently purchase the accurate and desired products on Amazon.
3. Place the dimension drawing on the second sheet. This will enable customers to have a clearer understanding of our products (see Attachment 1).
4. Add pictures of installation precautions and place them in the third position, and note the installation requirements on the pictures. This can help customers understand the installation precautions more clearly (see Attachment 2).
5. Add installation requirements in the five-point description and place the installation pictures in the second position in the advanced A+ to help customers more easily notice the issues that need attention during installation (see Attachment 3-4).
6. Before leaving the factory, the products undergo stricter quality inspection and secondary sampling to ensure their qualification.
7. Participate in the training on compliance with defective products.
8. Actively and promptly solve the problems encountered by buyers.
Furthermore, our plan of action to prevent similar problems in the future is as below:
- Make sure our listings are 100% correct according to the latest information about our products.
Launching on Amazon. And we will double check our listings regularly to ensure they are describing the products accurately without ambiguity. We updated our KPI and this will be associated with their salary.
2) We will also add all the needed information about this kind of product to the details page, such as: user cope, user manual and so on. And we will build up a new customer service team, for solving various problems of customers in 7X24 hours.
3) Strengthen process monitoring, pay close attention to various indicators of commodities, especially customer evaluation, commodity return rate, and CX. If there are any abnormal situations, investigate and correct them in time to prevent negative increases.
2. Strictly check the products before entering the warehouse and shipment. Set up a QC team to regularly review the product’s quality, make sure every product that ships to buyer/FBA is in perfect condition.
3. Labeling: Comply with Amazon’s policy on labeling requirements, and indicate the production date and expiration date on the label.
4. Product Packaging: Products are packaged in the original packaging as published by Amazon.com.
5. Merchandise Delivery: All products are new products produced by regular suppliers to ensure that the products have sufficient shelf life before shipment. All products are delivered to buyers by Amazon Logistics (a safe and secure logistics channel for buyers).
7. Products purchased from trustworthy suppliers. We promise to only cooperate with suppliers who provide high-quality products, rather than focusing solely on profits. For this, our procurement team must visit the factory every month.
8. Buyers have problems with the first time to help buyers solve the problem. Let the buyers enjoy a good shopping experience on Amazon.
Thank you for taking your valuable time to investigate our products and improve our customers’ shopping experience. As a seller, we will also do our best to improve the quality of our products and services. We hope you will give us the opportunity to improve our service. The following attachment will show the comparison diagram before and after the link rectification, as well as the business license of our company and the tax invoice of the purchased goods. Thank you!
Best wishes
营业执照+最近90天的发票，备注补开日期
Refer to Annex 1
Before rectification
After rectification
Refer to Annex 2
Before rectification
After rectification
Refer to Annex 3
Before rectification
After rectification
Refer to Annex 4
Before rectification
After rectification
评论0