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7 posts from February 2012

February 20, 2012

A Tale of Two Orders, Part I

Great customer service can save the sale when things go wrong.

Last month I ordered an item, I'll call it Item X. I eagerly awaited its arrival.

In a couple of days the seller e-mailed that she would not be able to send Item X right away. It turned out to be slightly damaged when she pulled it out of storage to pack it up for shipping.

Worse still, her supplier would not be able to send another Item X for one to two weeks. (Item X is not mass-produced and the supplier already had plenty of orders to fill.)

Was I disappointed?

Yes!

Did I leave negative feedback?

No.

Why not?

Even though a double whammy happened—an item damaged in storage and a backlog at the supplier—the seller did everything right:

  • She told me what had happened right away.
  • She was polite and she apologized.
  • She told me when the supplier would be able to send another Item X.
  • She asked if I would prefer to wait or cancel the order.
  • She offered a different, more expensive item, but at the same price.
  • When Item X did finally arrive (I decided to wait for it), it was perfect!

Buyers want great stuff and great service, but we know that every single order cannot go perfectly from start to finish. An order shouldn't go sideways very often, but when one does, customer service makes all the difference.

Next month
A Tale of Two Orders, Part II: Lackluster customer service can lose a customer forever

February 15, 2012

Learn the Basics of Buyer Feedback

Feedback is important to both sellers and buyers because it is a metric by which Amazon measures seller performance and a resource to buyers when making purchasing decisions.

Buyers can leave feedback for up to 90 days after their transaction. Once a buyer leaves feedback, it cannot be edited, but the buyer can remove it for up to 60 days. Learn more in our Buyer Help page on feedback.

You are allowed to contact buyers about their feedback. Remember, though, that ultimately it's the buyer's decision whether to give feedback, what kind of feedback to give, and whether they remove negative feedback. Respect their decision, and always be courteous in your communications.

To contact buyers, use the Feedback Manager tool in your seller account. You can also use this tool to leave a response on your own Seller Profile to feedback buyers have left.

In general, good feedback rewards sellers who:

  • list their products correctly (in the correct category, accurate condition notes, etc.)
  • communicate well with buyers (politely, proactively)
  • ship orders promptly (on time)

Remember, customers are more likely to purchase products from sellers with higher feedback ratings. In the long run, professionalism pays off.

February 14, 2012

Start off on the right foot: Provide accurate business information

When you first register your Amazon selling account, you provide basic information about your business. To get started right, make sure the following information in your account is accurate:

  • Your company’s Business Display Name - to help buyers remember your company.
  • Customer service e-mail and phone number – so buyers can reach you with questions.
  • Credit card and bank account information - to avoid delays in payments and settlements.
  • Return policies - to help build buyer trust.

February 10, 2012

Upcoming Webinar: Optimize for Amazon Product Ads Performance with SingleFeed

Date: Wednesday, February 15, 2012
Time: 11:00 AM - 12:00 PM PST
Register now.

SingleFeed is hosting a webinar to share how their solutions help advertisers manage and optimize Product Ads feeds. The webinar will focus on tips for product categorization and field recommendations to improve campaign performance.

Topics will include:

  • What is Amazon Product Ads?
  • What’s new with Product Ads
  • How Product Ads fits into the current product advertising landscape
  • How to effectively list your products with Product Ads
  • How SingleFeed can help you optimize your Product Ads feed
  • How SingleFeed can help you monitor Product Ads performance
  • How to get started with Amazon Product Ads

 

February 07, 2012

Are you monitoring your contact response-time metrics?

Timely responses to customer e-mails are important to customer satisfaction.

See the following chart on the Customer Metrics page in your seller account for greater insight into how responsive your business is to customer e-mails:Contact_response_time_metricsv2

The metrics are based on how quickly you respond to customer messages you receive through the Buyer-Seller Messaging Service.

Remember: Customers who do not receive timely responses are more likely to leave negative feedback or file A-to-z Guarantee claims, which impact your performance metrics.

To learn more, search "response" in Seller Help.

Seven Areas for Seller Success on Amazon

We’ll be highlighting seven areas to help you sell more successfully! So check back often and don’t miss out on the inside scoop as we focus on the following:

Note: This blog is not monitored. If you need help or have questions, please contact Seller Support.

February 01, 2012

Tips for Managing Orders Effectively

To keep up with orders, use the tools in your seller account and follow these suggested best practices:

  • Don't rely solely on "Sold, ship now" e-mails to let you know you have new orders. Check the Manage Orders tool in your seller account for up-to-the minute views of orders.
  • Use the Manage Orders tool to find information about orders, including buyer name and shipping address.
  • Keep buyers informed of any order issues.
  • If you need to refund an order, do so promptly. You can make refunds through the Manage Orders tool.
  • If you have a Pro Merchant subscription, you can download Inventory Reports to help you track open listings, sold items, order fulfillment, and listings cancelled by Amazon.
  • Get in the habit of shipping your orders right away. You'll have more time to resolve any problems that might arise.

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