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Plan of Action - Essay Example

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Two reasons have been identified for our failure to maintain Amazon’s standard of:
The first reason is I was out of the country…
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Plan of Action
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To Whom It May Concern: I understand that recently my company’s performance as a seller on Amazon.com has fallen below both Amazons and my own standards of quality. Two reasons have been identified for our failure to maintain Amazon’s standard of:
Order defect rate: < 1%
Pre-fulfilment cancel rate: < 2.5%
Late shipment rate: < 5%
The first reason is I was out of the country between the dates of February 5, 2011 until March 16, 2011. During my absence I arranged to have a friend manage my business. Unfortunately he did not take my business as seriously as I do. He was not familiar with my techniques and selling practices. As a result he made mistakes in shipping, which resulted in late shipments. His unfamiliarity also created unavailable items. Although most of orders I shipped and delivered on time with the tracking number as shown on USPS system when I arrived home, but customers still filed an A-to-Z claims or a chargeback due to the mistakes and lateness of shipping.
The second reason occurred because I did not know exactly how the order has been shipped when I was gone, so when late shipments and unavailable items occurred our response was too slow. The communication with my customers has not been adequate.
I believe my inadequate communication with customers is what has increased the customer A-to-Z guarantee claims. The increase has resulted in our order defect rate exceeding the performance target of Read More
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