Amazon Customer service
A support service provided by amazon that includes account management, order tracking, product
information, returns and refund. Also to ensure customer satisfaction.
FBA customer service - is a support service provided by Amazon for the FBA sellers.
FBM customer service - is that the sellers are responsible for providing customer support to their
buyers and whole handle shipping, inventory and storage.
2 ways to manually fulfill FBM orders
· Go to menu - select inventory - manage inventory - then from your active listing select your
item - click the menu box button on the right - select create fulfillment order - copy the
customer details and copy them in the shipping
· Menu - Orders - select create MCF order - go to manage inventory again - get the ASINS of
the product - paste it on the ADD on items
In creating mutiple products fulfill by FBM you can get the ASINS of the product then input them in
the ADD ITEMS window.
Feedback - allows the customer to leave comments and rating about their experience with the
seller.
Steps to locate the feedback:
· Menu - Customer - feedback manager
How to delete a negative feedback
· Menu - Customer - feedback manager - select the negative feedback - choose the from the
3 choices (Contact customer, post a public reply, Request removal (FOR FBA sellers only)
Reviews - mainly focus on the comments and rating about the product.
How to deal w/ a with negative review
· locate the it from menu - select customers - then customer review - filter your star
ratings from 1-3 to easily the negative review - select the customer contact- choose
courtesy refund or customer support.
· 2nd option to locate the review - click on the item - click the ratings - filter to most
recent
We cannot remove a negative review you need to report it to amazon to remove the negative
review.
Request a review (not advised)
menu - orders - manage orders - click the ship items tab - click the order - then click the request a
review
4 Ways check buyers messages
· Envelop box at the top or enter order ID
· key metrics we can check the buyers message per market place
· menu - order - manage order - locate order ID - then click the name of the buyer
· menu - customer - buyer messages
Manage returns and refunds
A procedure establish by Amazon to facilitate customer refund and return.
3 Refund options
· Standard refund - issue a refund after you receive the product
· Returnless refund - issue a refund and let the buyer keep the product.
· Refund at first scan - A automatic refund once the custmore drop the product at its
designated carrier
Issuing a standard refund steps
· menu tab - orders - manage returns - paste the order ID or choose among the list - issue a
refund - reason to refund - submit a refund
Refund is partial
· Dashboard - Select the shipped tab on the upper part - click the order ID - click refund order
- click issue partial refund - then select the issue of the refund
· Menu - order - manage returns - issue a refund
· Click manage buyer message
* VAT is included in the refund
C - clear communication
P - persuasion
C - confidence
How to access the Performance notifications
· menu - performance - peformance notification
2 ways amazon is doing when they send us a performance notification
· They give us a warning
· They give us a chance to fix things before it gets worse
How to locate Flat file Batch ID
· menu - catalog - add products via upload - spreadsheet upload status - you will see your
batch ID
How to create a case
· Help - get help - select the issue - Put a short description - provide your contact method -
click send - save the case ID
1. Amazon Account Suspension due to poor seller metrics - no need to submit any document.
3 things to do if we get the first one Infraction
- root cause
- create a plan of action - contact the customer
- consistency plan
3. selling counterfiet 4 incomplete documentation 5. restricted policy violation
6. amazon acc suspension due to sale restricted items 7. failure to address intellectual property
complains
* Multiple seller accounts - Amazon don't want fraud accs
How to locate account health page:
· menu - performance - account health
Inside account health
Order defect rate (ODR) - maintain an odr of below 1%
Cancellation rate - maintain a CR under 2.5%
Late dispatch rate - maintain a late dispatch rate of under 4%. Applicable for FBM sellers
Valid tracking rate - maintain a VTR greater than 95%
· menu - performance - account health - shipping performance - valid tracking rate -
download tracking report
On-time delivery rate - maintain on-time delivery rate greater than 97%
Return Dissatisfaction rate - maintain an RDR under 10%
Invoice defect rate - maintain an invoice defect rate below 5
How to download Invoice report
· menu - orders - manage order - click on the shipping item - click on manage invoice button -
click download
· menu - orders - manage orders - paste the consumer ID
