Amazon
Account Health Improvement
Amazon is the big platform today and to sell there you must follow their selling policy. The amazon policy for sellers sometimes can be tricky to understand but finally, if your customer doesn't suffer from any bad scenario you probably will survive on amazon as a seller.
To sell on amazon in the best way you must know your strategy and competitor. If you know both strategy and competitors then you can prevent a lot of issues in the future. The selling policy is very simple but hard to achieve, based on the selling policy if you follow those rules you will stay as a good seller even more on Amazon!
From our experience since 2009 we received more than 100k orders from individuals around the world.
The Amazon first goal: buy online in an instant way, receive the package faster, easy return, instantly customer support, resolve issues instantly and keep all documents for the items you sell, documents must be read and show all the information about the items you share on Amazon.
What we do
Based on those rules if you follow that you will stay on amazon as a seller. When the buyer places the order from that moment the order transfer to amazon and the payment is pending, once the payment is on pending you can see on your Amazon seller central page the order wait for shipping, once you confirm the shipping then the amount will be released by Amazon to your statement.
If a customer wants to cancel the order and he sends you a message without "cancel transaction request" you cannot cancel the order. When the status shows not shipped yet if you cancel the order as per the buyer message, the amazon will calculate on your account defect, this what happens with many sellers as they don't know that fact especially new sellers and they cancel orders as per buyer message. Navines can be your amazon account shield!.
If the buyer sends you a message to cancel an order you must check if the subject is about a cancellation request, if it is not shown you need to respond to the buyer to send you a message by selecting that subject. If you already ship the item and you have the option to stop the package from being delivered you can just refund it to the buyer without the cancellation request. You sell on amazon.com (USA) and you have an order as an FBM seller.
The buyer doesn't want the item anymore and he wants to return it, yes you can provide another return address in a different country but if you do that you probably get a chance to receive the defective item. Buyers that order on amazon.com (USA) deserve everything under the USA. It means the return address should be in the USA only.
If you do not have any return address in the USA then you can visit our solutions for any returning office around the world that is doing that service.
If you provide the buyer’s return address from outside his channel, for example, the buyer placed an order on amazon and you bring him to the return address in the USA then the buyer will be very angry probably and even worse he can open a claim and ask for the return amount.
In that case, we have a special service where we can provide any paid label by DHL express for SOS situations like that.
A-Z claim
Any claim you received you must respond. Make sure to respond on time and make sure to be very specific about your answer. There are few claims that you do not have any chance to win but once the claim is granted with a full refund to a buyer you have the option to appeal.
It is very important to watch on all details and start to appeal on any claim you received, most of the appealing are accepted by Amazon because we believe that any seller that sell on Amazon do a great job, sometimes based many factors the transaction can be failed and this is why we here to protect your account and appeal on any issue you received from the Amazon company.
Amazon is a very huge marketplace. In each country, you can face many customers that don't even speak in English, you must answer them with their language. You have to chat with customers with their local languages.
Customer Satisfaction
The goal is to make sure you give the best services to each customer. If he ordered from you and he is not happy with the item in some cases you need to lose a bit of the fund to save your account. Sellers that believe in that opinion are leading on amazon. Buyer looking for special service once the placed order on amazon doesn't matter for them if they purchase the item from Fulfillment By Amazon (FBA) or Fulfillment By Merchant (FBM) Finally, all that they want is to receive the item they saw on the page as the photo on their hands fast without any issue. If they want to return it for any reason they can do it for no charge.
If you go to charge buyers for their return is your decision but you can bring risk to your account health by receiving claims or negative feedback. We recommend that each return request a local shipping address and buyer most of the time they just ship it and pay it from their pocket, but if the buyer sends you the message about that return amount, always agree to pay! Those buyers can affect all your accounts, be careful because amazon is a very huge platform they also work with many automate systems from their side.
If buyer send you a message on the messages system that item is fake even if it's just opinion, amazon performance will send you to email to send invoices for the item you sale base on the inauthentic issue from that part, you start to be at risk for all your accounts you must to act like a professional and be calm. You need to represent your case in the best way and include all the relevant documents and invoices and proofs for your item you sold.
If you sell 10k units and you receive only 1 message about a fake, your account can be suspended. The Amazon platform is wonderful but there are many ways to get issues, lose money, amazon account suspended can be a major issue and trouble with the law is another headache.
Negative Feedback
In amazon platform, once you received negative feedback, you can automatically ask to remove it by clicking on the remove request on the feedback forum in some cases, yes, amazon remove the feedback if their bots found some related words or issue but in some cases the feedback not remove and you have 1 time to appeal about that.
Sometimes they can give you 2 chances to answer in rare cases. Once you answer Amazon, please don't rush for it. It can be very critical. Some sellers don't have any patience and they do it fast with their smartphone or furiously because the seller knows the right and remember again is not about rights or fault.
Customer is the king and anything that the customer says we must respect it as an opinion to send the correct appeal for issues like that you must check everything about this order id, go to messages and check the record for that order id, also check the asin on other Amazon platforms. For example, if you have that feedback on amazon.com check the asin on another amazon website to make sure if the asin show as it is on the Amazon platforms.
Check claims and return requests from that order id, check the tracking number when the item got the item and what was the expected date. Once you finish with your investigation you will see a better picture for that order and that feedback. Based on that you can start writing your appeal exactly as it is. Don't forget to upload a screenshot and proof you want to showcase.
Amazon is a wonderful place to sell and the results can be shown very fast. If you know what you do, what you sell, providing the best customer service and dealing with your account health as it will help in surviving on the amazon marketplace. From my experience, everything can be resolved if you are a good seller. Hire us for your amazon account health improvement. All that you need to do to resolve issues by mentioning the relevant information from what amazon asks for. We can deal with that based on our experience with many issues we know what amazon wants to hear and we deal with the amazon policy every day.
Collaborate with Confidence! Our team is here to listen to your needs and provide expert assistance to help you achieve your goal.
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