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5 posts from May 2012

May 29, 2012

Getting Paid: Top Questions Answered

How will I be paid?

When your account is settled, we post a settlement report in the Reports section of your seller account and transfer your funds to your bank account using an Automated Clearing House (ACH) or electronic funds transfer. It usually takes 3-5 business days from the time that we settle your account and initiate an ACH or electronic transfer before the funds arrive in your bank account.

For a settlement to take place, you must have:

  • A positive account balance. Subscription fees and customer refunds, if any, can affect your balance.
  • Valid information in your seller account for a U.S. checking account or for a bank account located in the UK or a country in the Eurozone (Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg, Malta, the Netherlands, Portugal, Slovakia, Slovenia, and Spain).

Why didn't I get paid?

Some common reasons why you might not receive a disbursement:

  • Missing or invalid bank account information
  • Invalid credit card information
  • Negative or no account balance

For more information, search with keywords "Getting Paid" in seller Help.

May 21, 2012

Avoiding and Diffusing Negative Feedback

Customer feedback is one of the most important measures that buyers use when deciding to purchase from you. Your successful handling of negative feedback takes a combination of best practices and professionalism.

Many negative feedback issues can be avoided by ensuring that your listings are as accurate and complete as possible. A major source of buyer dissatisfaction is not receiving what they thought they ordered. This happens when detail page information is inaccurate or misleading. As a best practice, when you create a listing, take the time to create a complete and accurate record of the item you are selling.

We provide a variety of tools that help you respond to and resolve issues with buyers. These tools call on your professionalism and human-relations skills when you ask about the source of a buyer's unhappiness and devise a resolution. Handled correctly, a negative situation and potential escalation can be happily resolved. In the best case, a buyer might even remove their negative feedback from your record.

May 14, 2012

Create a successful product listing

Key information, such as images, brand, and description, helps customers find, evaluate, and purchase your product on Amazon. The better the quality of your listing information, the better your listings can sell. For example, our research indicates that products with images are up to 4 times more likely to be purchased than products without an image.

Why is the quality of your product listing so important?

  • Images provide a visual cue that helps customers select the product from search results. A successful image allows customers to quickly confirm that your product is the one they want to buy.

             Poor_quality27._V196265800_             Poor_quality28._V196265800_

  • Descriptions provide detailed information that helps customers compare similar products and decide to purchase a product.

Example of a good product description:

Cut for active wear, these pure cotton canvas pants might be the most durable and comfortable trousers you've ever worn. Washable faux suede trim on back pockets and D-ring add durability and extended wear. In brown, green, khaki, and stone. Washable. Imported.

Example of a poor product description:

Corduroy jacket with front pockets.

  • Brands are frequently used by customers to filter search results. If your listing is missing the brand, even if it's included in the description, customers might not find your product.

For more information about product listings and detailed guidelines, search for "product detail page" in seller Help.

May 09, 2012

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.
  4. (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:

  1. The feedback includes obscene language
  2. The feedback includes personally identifiable information
  3. The entire feedback comment is a product review
  4. 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!

May 04, 2012

FBA Returns, Refunds, and Reimbursements

One of the many reasons customers choose to buy from Amazon is our clear return policies. Products sold on Amazon.com and fulfilled through Fulfillment by Amazon (FBA) are covered by these policies.

Returned in Sellable Condition

In most cases, when a buyer returns a product that is in sellable condition, Amazon will issue the buyer a refund, debit the seller's account, and place the returned product back into the seller's active inventory.

Defective Products

If a buyer returns a defective product, Amazon will generally refund the buyer and treat the product as unsellable. The seller may then submit a removal order for the product.

Damaged Products

When buyers return damaged products, they are reimbursed according Amazon's refund policy. Damaged products are generally treated as unsellable and processed based on how the damage occurred:

  • Products damaged by buyers: Sellers may submit removal orders for buyer-damaged products and decide whether to relist them in a different condition. For example, a seller may relist a previously new product as used if it has only cosmetic damage.
  • Products damaged in transit: Amazon generally reimburses sellers for products damaged in transit between Amazon and buyers based on our reimbursement policy.

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