Pre-Fulfillment Cancel Rate Suspension

Client Name: Neha Singh
Location: New Delhi, Delhi

Case Overview:

Neha Singh, a seller of fashion accessories based in New Delhi, faced suspension from Amazon due to exceeding the Pre-Fulfillment Cancel Rate (PFCR) threshold of 2.5%. The suspension was caused by a high number of order cancellations before fulfillment, negatively impacting her account health and leading to buyer dissatisfaction.

Challenges Identified:

• Stock Inaccuracy: Inaccurate inventory data led to overselling and frequent cancellations.

• Supplier Delays: Suppliers failed to deliver products on time, forcing Neha to cancel orders.

• Listing Errors: Some products were listed with incorrect availability, which led to cancellations after customers placed orders.

Steps Taken:

1. Root Cause Analysis:

• Reviewed canceled orders to pinpoint the primary reasons for cancellations.

• Analyzed inventory management systems and identified gaps in stock tracking.

2. Corrective Actions:

• Inventory Updates: Implemented a more robust stock management system to track product availability in real-time.

• Supplier Communication: Negotiated better delivery timelines with suppliers and switched to more reliable partners.

• Listing Adjustments: Updated product listings to reflect accurate stock levels and availability.

3. Preventive Measures:

• Integrated automated systems to update listings and inventory in sync with real-time data.

• Improved communication with customers regarding potential stock delays to manage expectations.

• Instituted a policy to only list items with guaranteed availability.

Plan of Action (POA):

The following POA was submitted to Amazon for reinstatement:

1. Acknowledgment: Neha acknowledged the root causes of the high PFCR and explained how it impacted her account health.

2. Corrective Measures: Detailed steps taken to eliminate inaccurate stock information and improve supplier reliability.

3. Preventive Actions: Shared long-term strategies to ensure PFCR stays within Amazon’s acceptable range.

4. Commitment: Reinforced her commitment to adhering to Amazon’s performance standards.

Outcome:

• Account Reinstated: Neha’s account was reinstated after submitting the POA, and her PFCR dropped to 0.9%.

• Improved Order Fulfillment: With better inventory management and supplier relations, cancellations reduced significantly.

• Customer Trust: Buyers were pleased with the timely communication and accurate product listings, leading to a stronger seller reputation.

Client Testimonial:

"I was on the verge of losing my Amazon account due to order cancellations. The team’s expertise in managing my inventory and suppliers saved my business. Now, I’m back on track, and my customers are happier than ever!"