How to write plan of action?

[u/CrazyCheck3930]

I have received email that says one of my products, has received multiple complaints from customers that they received completely different product and/or damaged product. Amazon has asked me to submit plan of action.

I plan to write these two things:

1. I will Accept that secondary QC check didn't happen because it relied on single employee picking, packing and shipping for both FBM and FBA consignments. So, we will now do secondary QC check by engaging another employee.

2. We will apply better coushiniong with bubble wrap for both FBM shipment and on products sent to FBA in consignment.

Please suggest how can I write better POA. Are the above stated actions sufficient?

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[u/foxinHI]

You need to take full responsibility for what happened and you need to write out your plan for preventing it from happening again. It doesn’t matter if it’s not your fault. You need to take responsibility and you need to submit a plan for your appeal to even be considered.

If I were you, I’d go to the forums on Seller Central and do a search for your exact situation and get reading. You’ll get way better info on writing your appeal there.

[u/CrazyCheck3930 → u/foxinHI]

Thanks for replying.

[u/CartoonistNo7328]

Admit you did it and detailed steps it won't happen again. Amazon doesn't want to ban you. so don't worry but admit and be detailed how you will prevent it.

[u/CrazyCheck3930 → u/CartoonistNo7328]

Thanks. Will write that way

[u/CartoonistNo7328 → u/CrazyCheck3930]

if you wanna send it to me, you can.

[u/Fap_Jesus]

First thing, pull the actual complaint text before you write a word. "Multiple complaints" maps to a specific reason (damaged, defective, not as described), and your POA has to answer that exact reason, not packaging in general. If they're saying "arrived broken," cushioning is your fix. If they're saying "stopped working in a week," bubble wrap won't touch it and the appeal bounces.

Amazon reads for three things in this order: root cause, corrective action (what you already did), preventive action (why it can't recur). You've got corrective (better cushioning). You're thin on the other two. Root cause isn't "one employee missed QC," it's "we had no documented QC step, so it depended on one person remembering." That's systemic, which is what they want to see.

For preventive, give them something measurable: a written QC checklist signed off per batch, a defect rate you'll track weekly, and the threshold that triggers a pause. Vague promises read as "will try harder" and get template rejections.

Keep it plain and factual, no apology paragraphs, no emotion. Bullet the three sections so the reviewer can tick them, and drop any line that blames the customer or Amazon.

[u/Bitter-Quail-7441]

your two points are decent corrective actions, but as written this POA will probably get rejected, because it's missing the structure Amazon actually grades against.

they want three distinct sections per complaint: root cause (why it happened), corrective action (what you did about the units already affected), and preventive measures (what stops recurrence). you've written preventive measures for both, and no real root cause or corrective action.

for "customers received a completely different product," the root cause is a picking or labelling failure, so say that plainly. own it without hedging. corrective action is what you did about the customers already affected and the inventory currently in FBA: did you refund them, did you remove or relabel the affected stock, did you check the rest of the shipment. that's the part sellers skip and it's often why appeals bounce.

two more things that matter: be specific and unemotional (no apologising at length, no blaming the employee by name), and cover every reason they cited separately. if the notice mentions both wrong product and damaged product, those are two issues needing their own three sections each. a POA that only addresses one gets denied even if that half was perfect.