ID 15555306301

Hello, My team and I have been deeply hurt from this decision by Amazon to make my account ineligible to be featured as the seller (buy box) for all listings I currently sell. We have been getting about 0 to 5 orders a day total. it's gotten to a point where we have had to let go of 2 new seasonal hires who just started at the beginning of June along with hours cut for all employees. We are well aware of the factors that caused this issue and hoping to bring this to your attention and request to have this decision revised as quickly as possible. This business helps shelter and feed 8 different families and we are hoping to request a revision as our metrics have already started on the right path and will be back to our normal top rated seller standards which we've held steady since 2019 until now. we know the main factors that triggered this event are:

Order Defect Rate Target: under 1%

1.7%

12 of 705 orders 60 days

The order defective rate is quite unfortunate as we were getting our orders shipped out on time, but our local post office has been going through management changes and staffing shortages which has caused sporatic errors and unexpected mishaps and delays. We noticed our shipments were sitting at the local post office for 2-3 additional days before going out to the local sort facility. We were able to find a work around by dropping off at a post office further away from our location which has it's own inconveniences, but grateful we were able to resolve this issue.

Negative Feedback / A to Z Claims

Due to this with our local USPS, we were unfortunately hit with multiple negative feedback and claims which were all regarding slow shipping and not the actual product itself. We only provide the highest quality products in the industry and it's such a shame to receive negative feedback due to an error by the postal service. Still, I know we could have done more to check up on shipments that were not delivered on time and reach out to those customers and offer replacement orders. Again, I personally will check on this 2-3 times a week and reach out to those buyers and find a resolution prior to it escalating to a claim.

Late Shipment Rate

Target: under 4%

9.38%

18 of 192 orders 30 days

The next metric is the late shipment rate. We typically do not ever have this many late shipments, but we had some confusion amongst my team during the work hour which caused us to neglect shipping orders out for an entire day. Our metric shows 18 of 192 which was all from 1-2 days apart from each other. We addressed this matter with our team and will personally make sure everyday around 3 PM that all orders are being processed and shipped.

I believe those were the main factors which caused this issue to happen with our account. We've gone through and made the necessary adjustments to stay within the target range and will continue to improve our system to be more efficient. Thank you for your consideration. I would usually never ask for a favor or request like this, but this is not only affecting my family, it's also affecting 7 other families and we are just trying to explore any and all options.

Thank you again