Dear Amazon Seller Performance Team,

Thank you for providing me with the opportunity to appeal for my suspension of following asin that
are mention below Due to authenticity of the items complains.

Complaint Type:- Wrong Product

Notification Date: MAR-14-2025

ASIN : B07T7M2VT2

Title: H2ofloss Water Flosser Professional Cordless Dental Oral Irrigator - Portable and Rechargeable IPX7 Waterproof
Water Flossing for Teeth Cleaning,300ml Reservoir Home and Travel (HF-6)

Root Cause Analysis:-

I understand that Amazon takes failures to comply with their requirements very seriously and I would
like to share with you my Plan of Action in which I explain what I have done to resolve the issue and
what will I do to prevent it from happening again.

What went wrong:-

Over the past few day, customers expressed concerns regarding the authenticity of their goods
purchased from our store. I failed to properly address these issues in a professional and timely
manner.

What I have done to fix the problems:-

(a): I shipped all remaining and pending orders received up to the suspension notice of that asin
immediately.

(b): All customer messages have been answered, return request authorized, processed and any
concerns resolved to the maximum customer satisfaction. –
(c): I have carefully read and reread all the Amazon policies, especially the ones concerning the proper
ways how to source inventory and Amazon's Anti-Counterfeiting Policy to ensure, that I will not
violate them again.

(d): All listings, which authenticity could not be verified with valid invoices or receipts meeting
Amazon's requirements have been completely deleted from my account's inventory and will not be
listed again.

(e): We have apologized to the buyer for their inauthentic experience, requested the product be
returned to us, and issued a full refund.

(f): We have held several internal company meetings to determine what led to the inauthentic
customer experience.

(g): We have contacted our supplier and requested a full audit be conducted on the product to ensure
authenticity. We’ve requested a Results Report of the audit be sent to us.

(h): We have initiated an internal audit on all inventory on-hand to ensure 100% authenticity
compliance.

(i) : We have hired a Quality Assurance Coordinator to review the inauthentic experience and
recommend courses of action.
What I will do to prevent similar complaints in the future:

(a): All inventory will be sourced from reliable sources - either directly from the manufacturers or
from authorised distributors, who will be able to provide me valid invoices meeting Amazon's
requirements.

(b): I will seek a permission from the brand owners to be able to resell their products on Amazon. - All
units will be thoroughly inspected upon receipt to review their condition and ensure there are no
defects, which could lead to customer complaints.

(c): Before listing any items for sale, I will carefully check, whether they perfectly match their Amazon
product pages in every detail. Any inaccuracies will be resolved by updating the listings and fixing the
incorrect information.

(d): I will follow all Amazon policies and guidelines. We have tasked our Quality Assurance
Coordinator to develop and implement additional authenticity protocols to prevent further
inauthentic experiences.

(f): All future inventory purchases will be audited at an individual-unit level to ensure authenticity
compliance.

(g): We have implemented a weekly staff meeting titled “Preventing Inauthentic Experiences”.

i): We have tasked our Customer Experience Coordinator to review all submitted customer feedback
on a daily basis and produce a week-end report of the results

(j): We have scheduled weekly authenticity review teleconferences with our supplier and
manufacturer to ensure all proper protocols are being maintained.

I believe that these solutions are effectively addressing the problems noted by Seller Performance in
my suspension notice.

Additional Information:

i. We will continue to monitor our product performance list to identify problems and act before they
lead to a complaint.

ii. It is always our responsibility to assure that we will follow all of the Amazon policies and future
policies in order to maintain our selling privileges on Amazon.

Sourcing:

1. We are sourcing the products from a trusted supplier. We are 100% satisfied & absolutely sure
about sourcing of our products. We have all supply chain documents for the products which are listed
in our inventory In future also we’ll be purchasing the products from trusted sources and will kept a
proper track record of supply chain.

2. Authenticity and Quality Check: We have divided our quality department into three teams – A, B
and C. Team A would be sample checking for quality of items before purchasing of items from our
importer. If the sample of lot fails this quality test, the whole lot would be rejected for online sales.
3. All products are stored in absolutely new and original condition with all tests.Before packing of
product, each and every item would be checked with detail page so that no buyer would raise a
concern for authenticity.

Listing:

Yes, we have checked from our end and as now the whole staff is trained there would not be any
ambiguity and also we are taking services from SPN who would do our listings and proper check
mechanism is there.

Following things we would ensure:

a. Miss-leading points should not be mentioned on the details to avoid item not as described
complaints.

b. Any confusing content should not be mentioned on the detail page.

c. Each and every parameter must be related to the physical product. Not copy paste of other’s
content.

d. Image should of the same product which we have. Not of similar other product.

e. We have now 2 check points before making listing live. Each listing would be made by Amazon SPN
person and checked by another person (who would be from Team B of quality department). Thus,
there would be a maker-checker process which would lead to minimization of errors in listings.

Packaging:-

1. The items that we were selling were of poor packaging because we were procure in bulk. The
packaging was torn and the writing were also not legible in many cases.

2. To address such issues we have decided that each item would be checked for quality before it is
packaged and dispatched. This would be done through Team C of quality department. We have
decided to procure Amazon’s branded packaging material (cardboard, adhesive tape, polybag, bubble
wrap etc.)

3. All packaging would be done using this packaging material. Sensitive parts/items and corners would
have double cushioning of bubble wrap so that item doesn’t get damaged. Thus, material quality
would be taken care of.
4. The whole packaging process would be conducted under CCTV monitoring whose footage would be
stored for 6 months after dispatch for future reference, audit and dispute resolution. If there are
issues found in product or its packaging during quality check we shall not send that piece and shall
return them to our vendor.

5. At the time of packaging, team C of quality department would be checking for quality of items
being packed. This would be done through visual inspection. On random basis, we would also check
the quality of product being dispatched. This would ensure that any poor quality product would not
be dispatched

Shipping:

1. All our items would be scheduled, packed and dispatched in time.

2. We would ensure that the inventory mentioned in the seller panel matches 100% with physical
inventory. We have proper stock for all the products which are in our inventory.

I will follow all Amazon policies and guidelines.

(a).I believe that these solutions are effectively addressing the problems noted by Seller Performance
in my suspension notice of my seller flex panel.

(b).We have taken all the necessary steps so that this issue won’t happen again in future. We have
always tried our best in providing Amazon with every invoice and supply chain documents that
Amazon demands for and we would like to abide by all the regulations and guidelines set by Amazon.
Our customers are very important for us and we will not give them a chance to complain again.

(c).I believes that these solutions are effectively addressing the problems noted by Seller Performance
in my suspension notice for seller flex panel.

Please accept my appeal it’s been a long time I didn’t have invoice of this product at that time please
remove this complaint from my account health

Thank you for taking the time to review my appeal and I am looking forward to continue selling on
Amazon.

We hope above steps are sufficient to provide best services to our valuable customer.

Thanks & Regards

Name; Muhammad Mudassir