Plan of Action Archives - Riverbend Consulting

Reactive vs. Proactive

By: Lauren Barbera

Humans, are fallible, and the systems we build are also fallible. It is inevitable that a blip in our operations or policy adherence will happen because we are human.

When this blip happens, it can feel like Amazon engages in a parental-style finger-wag of shame as they ask sellers to create a POA for Amazon. This stings, especially when it feels like the error was caused by something out of our control. Writing these POA’s can also be stressful and time consuming, which can be an added frustration when you feel this time could be better spent running other aspects of your business.

I can hear you thinking “But we fixed the blip as fast as the blip could be fixed! How could I have known there was an imminent blip?!”

Is Amazon asking for us to divine the future before it happens?

The answer is both yes and no.

Amazon fully understands that problems will occasionally arise that impact operations. The recent AWS outage is a great example.

However, if it is any consolation, Amazon forces its own internal teams to provide Plans of Action when they’re responsible for a problem impacting operations. They call them “Post-Mortem COE” (Correction of Errors). They hold their own feet to the fire as much as they do so with sellers.

The long and short of it is

Amazon knows, down to an approximate dollar amount, how much service and policy failures cost them in terms of current and future buyer behavior. Buyers don’t know you’ve fixed the blip, and they don’t care. All they are concerned with is that the widget they ordered did not arrive, was late, different than expected, in a lesser condition than expected, or they suspect the widget is inauthentic.

Amazon has been able to quantify all of those experiences in terms of dollars spent after the ‘Widget blip event’.

So, Amazon has decided they do not want buyers to HAVE ‘widget blip events’. Amazon wants the buyer to receive the widget they ordered on time, exactly matching the product detail page, and in the condition advertised.

THIS is why Plans of Action are required. Amazon KNOWS people are fallible. They want to know what, to the best of your abilities, you can do to give yourself the most robust safety nets possible to avoid future WBE altogether. Can people avoid car accidents that are entirely all together not their fault? Unlikely. However, if that accident was the cause of your not being able to get packages out the door on time, Amazon wants to know that you have a backup plan for when things happen that are genuinely outside of your control. Simply crying, “but the widgets were shipped eventually!” doesn’t tell Amazon what you will do to prevent future late orders in the event of emergency.

Resolving the root of the widget blip that caused Amazon’s enforcement is only step 1. To be fully proactive, Amazon also wants to know that you have already done the work to prevent a poor buyer experience caused by future blips even before they ask for a Plan of Action.

In short

An ounce of blip prevention (so as not to repeat the same events in the future) is worth a pound of POA avoidance going forward.

Do you need help providing a Plan of Action? Contact us at Riverbend, we are happy to help! 877-289-1017

Lauren helps clients find real-world, scalable solutions to their problems and translates them through the Amazon lens. Lauren worked for Amazon for nearly 12 years, first in Seller Performance Operations, then on the business teams managing Seller Performance programs. She tirelessly worked to address authenticity, fraud, money laundering, and condition, all while providing front-line support to Amazon executives via high-level escalations. If you ask, Lauren WILL sing karaoke duets with you.

Green, Red, Orange- the three colors in Account Health

By: Kayleigh Cockerill

Amazon is making some improvements! Specifically to Seller Central to help sellers stay on top of their online enterprise. The Account Health Dashboard’s Policy Compliance Scorecard is for sellers to monitor their violations and appeal ASIN suspensions.

The Account Health Rating feature rates your seller Account Health metrics in three colors. Green for “good.” Orange for “at risk.” Red for “critical.” It is meant to give sellers a visual of their policy violations and encourage them to take action if too many pile up.

While it is helpful at times, it also leaves a lot of unanswered questions.

How long will the violations negatively impact my account health?

The violations reflect your policy violations over the last 180 days, or six months, at which point they will disappear.

Can the violations come off with a successful appeal?

This is a complicated answer but usually, no.

The exceptions are if Amazon has stated in the performance notification that the violation will be removed with a successful POA. Or if Amazon has made a mistake.

If a buyer returns an item and leaves a comment stating, “I’m used to wearing a heavy jacket and this one was too light” but Amazon interpreted the word “used” as a condition complaint. They will likely remove the violation with a successful appeal.

Also, if a rights owner retracts their intellectual property violation complaint, the violation will likely be removed from your Policy Compliance Scorecard.

How many violations is too many?

Generally speaking, you want to remain in the green.

There isn’t a hard and fast answer about a specific number of violations that will cause your account to be suspended.

If you continue to accumulate similar violations over six months, neglect to appeal them, and aren’t actively improving the root cause of the complaints, there is cause for concern.

Be proactive, not reactive!

I’m in the orange – will my account be shut down soon?

It’s possible.

Amazon doesn’t want to suspend sellers who are prioritizing their account and Amazon’s policies. Don’t wait for your account to be at risk before you implement some proactive measures to maintain the viability of your account.

Keep your invoices in an easily accessible central location.
- Or use invoice software so you’ll be able to submit invoices as they’re requested
Appeal ASINs in a timely manner and institute the steps you’ve outlined in your appeal
Regularly review Amazon’s ever-changing policies so you know your account remains compliant
Regularly audit your inventory to ensure it meets Amazon’s condition guidelines and avoid returns for condition complaints
Ask for help from the experts at Riverbend! Our staff is largely comprised of ex-Amazonians and professionals who know the Amazon world inside and out.

If you have questions about your Account Health contact Riverbend Consulting or give us a call, 877-289-1017. Our team will be happy to help!

Kayleigh relentlessly fights for clients with suspended Amazon accounts. With a degree is in Criminology and Criminal Justice, Kayleigh is inquisitive, process-oriented and pays close attention to detail. When she isn’t being a superhero to Amazon sellers, she enjoys crafting, reading, baking, taking voice lessons or participating in races and obstacle courses.

Plan of Action

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