Actions that we have taken to resolve the issue.
(1) Ship all the late shipment orders.
We confirm that we have dispatched all the items and provided tracking information within the stipulated shipping time.
(2)Improve our delivery efficiency.
(a)Change our shipping method.
In order to improve the efficiency, we have changed our shipping method and plan to use more reliable logistics, such as, DHL, FEDEX, UPS, etc. The tracking information can be tracked promptly and the products can be delivered within the estimated delivery date. Then we can confirm shipment timely and the products can be sent out promptly.
(b)We have found the reliable third-party warehouse company in US and will send enough inventories to the local warehouse. Then the merchant-fulfilled orders will be directly sent from the local US warehouse, not from Chinese warehouse.
(c)We have chosen some products and will still use FBA service for more and more our listings once our selling privileges can be reinstated. Then there will be 90% of our orders that are fulfilled by Amazon in the future.
(3) Strictly check and update our inventories to ensure that we have enough stock.
(a)We have carefully reviewed and updated all our listings, removed all unmarketable products, and are working on new improved product listings.
(b)We have changed the structure of our business model in order that we can send our fast selling products to Amazon fulfillment centers. For example, we have prepared enough best selling products to FBA warehouse to improve our customers’ shopping experience.
(c)We have checked all our inventories in our warehouse immediately. We can make sure that the quantity of the inventories is the same as the quantity of our website description.
(d)We have done a complete audit of our inventory to ensure accurate and immediate availability. We have already updated all our online inventory to accurately reflect what we have on hand.
(4)Reset the shipping lead times to be a more realistic time for us.
The shipping lead time of some products we set is too short; we have reset it to be a more realistic time for us. What we do is to make sure that all the parcel can be sent out within the stipulated shipping time.
Actions that we have taken to prevent the similar problem from happening again in the future:
(1)Streamline our process of operating our orders to ensure that we can send the orders out within the stipulated shipping date.
We have set up a special team for fulfilling our shop’s daily work in order to provide our mutual customers with a better shopping experience. We believe that we can do it better with a professional, skilled, and expanded team.
(a)We have adopted ERP system to manage our orders. The technical system will help us to manage our orders more efficiently.
(b)Every order must be packed and shipped within 24-48 hours.
(c)After the orders are shipped and have the valid tracking information, our ERP system will automatically confirm shipment and fill the related tracking number and carrier immediately on Amazon. All our mutual customers can track their parcels promptly according to the valid tracking number.
(d)Place listing to "inactive" status when weather is bad or we are on holiday.
(2)Make a better inventory management to avoid the occurrence of any short supply.
We have strictly reviewed all our remaining inventories and the orders can be shipped immediately to avoid delays with shipping.
(a)Daily monitor our inventory.
Carefully monitor our inventory daily to make sure that we never list products that we cannot dispatch immediately. If the products are out of stock for a long time, we will remove the related listings immediately. Besides, the inventory quantity on website must be the same as our warehouse inventory.
(b)Prepare enough products.
We have been prepared enough products for all the listings on Amazon. Once the customer makes a order, our warehouse department colleagues can promptly select and package the correct products. Then the logistics can dispatch the related parcels within the stipulated shipping time.
(c)Make a scientific procurement plan.
According to the sales situation, the sales department can make a detailed sales forecast for one month and two months accordingly. Then the purchasing department will set up a specific procurement plan in order to ensure that the products can have enough inventories.
On one hand, advance planning to determine inventory needs for each time period and then making the commitments without procrastination.
On the other hand, account for the depletion of the inventory. Before a decision can be made as to the level of inventory to order, we must determine how long the inventory we have in stock will last. For instance, we will formulate a plan to ensure the sale of the greatest number of units. Likewise, we will formulate a plan to ensure enough inventory is on hand for production of a finished product.
(d)Set hard deadlines.
Carefully negotiate our timeline with our supplier and set a specific date by which we will have the shipment. Never accept “we will have it to you soon” as an answer. Try to set the deadline at least one week before we will actually need the inventory on hand for launch or sales.
(e)Adopt updated ERP system to manage our inventory.
We have adopted ERP system to manage our inventory. The technical system can help us manage the inventory more efficiently. What we do is to make sure that we never list products that we cannot dispatch immediately.
(f)Strengthen the strict inspection for qualification of our suppliers.
We have strictly checked the supplier’s efficiency and timely changed our supplier who is not reliable in order to make sure that we can get the products timely. We only cooperate with credible suppliers with a proven track record.
(3)Timely track the orders in order to make sure that there is no ambiguity and our customers are well informed.
If the products cannot be sent out within the estimated shipping time due to force majeure conditions, we will inform our mutual customers this problem promptly. If the customers don’t want to wait any more, we will return them full refund immediately. If the customers still want the product, we will provide the estimated shipping time.
(4)Provide the satisfied customer service.
(a) We will take the most sincere attitude to treat every customer and try our best to meet the customers’ requirements and improve the customers’ confidence and loyalty to our products & Amazon.
(b) We will timely check our emails, feedbacks and product reviews. Once we receive the inquiries and complaints from our customers, we will try our best to reply them within 12 hours, conscientiously analysis the causes of the problem and provide our mutual customers with a satisfied solution as soon as possible.
(5)We have strictly checked the staff’s qualification and changed our staff who are not qualified and provided the complete training immediately in order to make sure that the similar problem won’t happen again.
(6) Carefully learn and strictly obey Amazon’s policy.
We have carefully studied and will strictly obey Amazon’s rules and policies. We guarantee that the similar problem will not happen again.
We sincerely hope that Amazon can help us to reinstate our selling privileges. Please let us know once you have received this email or if you have any further information you want us to provide.
Thanks again for your warm help and have a nice day.