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13 posts from November 2011

November 29, 2011

Be a Star this Holiday Season - Give Great Customer Service

Leaf Sellers who provide great customer service can see results in good feedback and repeat sales to buyers. Here are some buyer-pleasing selling habits that can bring buyers back for more:

  • Make a point of responding to customer inquiries within 24 hours.
  • It goes without saying that communication between you and a buyer must be courteous. Customers remember sellers who treat them well.
  • To add a personal touch, include "thank you" notes on packing slips.

Learn more about providing great customer service and managing refunds, returns and cancellations.

November 28, 2011

Order Management: The Essentials

You turned a shopper into a buyer—yay!

Soon now the buyer will be paying close attention to your product and the service you provide.

Buyers are less likely to leave negative feedback or file A-to-z Guarantee claims when sellers excel at these three essentials of order management:

  1. Ship exactly what the buyer ordered, not a product that is even slightly different.

    If you no longer offer the exact products you originally listed, it is in your best interest as a seller to update your listings, including the product images.

  2. Ship the order on time.

    During the holidays this matters to buyers more than ever.

  3. Confirm the shipment. After you confirm the shipment, we tell the buyer it's on its way (and we process the payment at that point also).

    Buyers like to know when and how their orders shipped.

    For more information, search on "confirm shipment" in seller Help.

November 23, 2011

Shopify Launches Amazon Product Ads App

Ecommerce hosting provider Shopify launched a free Amazon Product Ads App to help merchants drive traffic to their Shopify-powered online store.  The App makes advertising with Product Ads easy by automating feed submission for selected products twice daily.  This App is a free download from the Shopify App Store.

Keep Safety and Security in mind

Leaf Amazon wants to be the safest place to buy and sell online. Here are some things you can do to help us in that goal:

  • Only accept payment through Marketplace Payments by Amazon for your orders. Transactions that are conducted outside of the Marketplace Payments by Amazon system are not protected by the Amazon.com A-to-z Guarantee.
  • Ship orders only to addresses provided to you by Amazon. If you are asked to ship to a different address, cancel the order and ask the buyer to place a new order with the preferred address selected. Learn more about seller protection.
  • Learn about “spoof” emails and how to report them to us immediately.
  • Change your password regularly.
  • Consider setting up a separate bank account for disbursements from your Marketplace Payments account.
  • Amazon.com never asks you to verify sensitive information via e-mail. Submit such information only when completing an order on our website, registering for Marketplace Payments by Amazon, or contacting us directly through our online forms.
  • Review the terms of our online Privacy Notice and our other Privacy & Security resources.

November 22, 2011

Listing tips to help buyers find your products

Categorize Products Accurately

  • If a product type or subcategory is incorrect, the item may be unsearchable or can be placed into the Everything Else category.
  • For Pro Merchants: make sure item-type-keyword values are correct and only use lower-case letters and dashes.
  • When in doubt, search for existing products on Amazon.com to help guide how your item is popularly categorized.

Professional Product Titles

  • Keep your titles tidy and maintain the continuity of Amazon.com sold items with crisp, professional product titles.
  • Avoid providing gimmicky terms like "super”, “cheap" or "quality" unless it is part of the trade name.
  • Remember that in a catalog of over 90 million items, including the unique and specific language of your product into your keywords can help your product stand out.
  • Good images are important. Let your product image entice customers.
  • Keep less essential information within the product description and bullet points.

Brand uniformity

  • When entering the brand, keep it accurate to the brand of the product, keep spelling consistent and exactly as the manufacturer has it, and keep capitalization uniform. This assists in better brand browsing within the site.
  • Avoid using trademark symbols, and use the word “and” instead of “&” (ampersand character) when possible.

November 21, 2011

Getting Paid - How It Works

A top concern for every seller is getting paid. To get paid for your Amazon sales, you need to be sure you've set up your seller account correctly and then remember to confirm your shipments.

The Basics

After you first register to sell on Amazon, the funds from your sales will accumulate in your Payments account for 14 days. This holding period is a very important security requirement.

At the end of this time, we settle your account – that is, we subtract amounts you owe, such as for selling and subscription fees and customer refunds.  The remaining funds are then sent off to you via an Automated Clearing House (ACH) transfer to your checking account. This is your first disbursement. After this, disbursements from your Payments account will occur automatically every 14 days.

Disbursements usually appear in your checking account within 3-5 business days. Note that for a disbursement to take place, you must have a positive balance in your Payments account. Amazon fees and customer refunds, if any, can affect your balance.

Important Details

Enter the information for a valid U.S. bank checking account into your selling account

Amazon transfers funds from your transactions directly to the bank account you specify in your seller account. If you enter your checking account information too late (less than 24 hours before your first scheduled disbursement) it can delay  disbursement of your funds for another 14 days. We suggest entering all requested checking account information when you first set up your selling account, or before you list your first item.

Confirm shipment of each order you have fulfilled

After you receive an order and mail the item to the buyer, you must confirm shipment in order to be paid. We charge the buyer after you confirm shipment (rather than when the buyer places the order), and then we credit your Payments account. If you do not confirm shipment of an order within 30 days, we automatically cancel it and you will not be paid for the order. Learn more about confirming orders in our online "Charge When Ship" Help pages.

Payment Hold-ups

 

There are several reasons why you might not have been paid as you expected:

  • You have not confirmed shipment of every order you have fulfilled.
  • You have not yet entered your bank account information into your selling account.
  • You recently began selling on Amazon.com and your first 14-day settlement period has not concluded.
  • The bank account information you entered is incorrect. Contact your bank to confirm the checking account number and ACH (Automated Clearinghouse) routing number.
  • You entered debit card information instead of checking account information. A checking account with an ACH routing number is required for seller disbursements.
  • Your bank does not accept ACH transfers. Contact your bank to confirm that they accept ACH transfers. If they don't, provide a checking account from a bank that accepts ACH transfers.
  • Your bank is outside the United States. A checking account in a US-based bank is required for seller disbursements.
  • You entered information for a bank account that is now closed. Contact your bank to obtain the checking account number and ACH routing number for your new bank account.
  • You do not have a positive account balance.

If you still have questions about disbursements, please contact Seller Support via our online Contact Us form and we'll be happy to assist you.

We hope our Holiday Selling Tips have been helpful.  Happy holidays from all of us at Amazon Seller Support!

November 17, 2011

Dealing with negative feedback

When you sell at Amazon.com, you should work with buyers to resolve any differences. Communication is usually the key--simply explaining a delay or reassuring a buyer puts most issues to rest. But sometimes an order results in the seller receiving negative feedback from the buyer.

If you receive a feedback comment that you are not happy with, we encourage you to contact your buyer, and work with them to resolve any order issues. Your buyer could then remove the feedback if they feel it would be appropriate.

If the buyer has indicated that they're willing to remove the feedback, here are simple instructions to give them. They are also available on our buyer Help page, Leaving Feedback.

  1. Go to http://www.amazon.com/your-account
  2. Under "Personalization," in the "Community" column, click "Seller Feedback Submitted By You."
  3. A list of all of the feedback left by you will display. Click the "Remove" link next to the feedback would like to remove.

(If there is no "Remove" option next to a comment, this means the 60-day removal period has expired.)

Amazon will remove feedback only in the following cases:

  • The feedback includes obscene language.
  • The feedback includes personally identifiable information.
  • The entire feedback comment is a product review.
  • The entire feedback comment is regarding fulfillment or customer service for an order fulfilled by Amazon.

When you receive negative feedback, put it in perspective. A 0-2% negative feedback rate is great! If your negative feedback rate is greater than 5%, you may want to review your business practices. Remember that you can do a lot to avoid receiving negative feedback by providing great customer service!

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