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4 posts from June 2012

June 25, 2012

Managing negative feedback from buyers

As a seller, some days it seems like all you get is complaints. People can be quick to gripe and slow to praise. Sometimes it can be difficult to keep calm, but even if the buyer comment is not courteous, replying in a similar manner can backfire and reflect badly on you.

If you receive a negative comment about your service, we encourage you to first contact the buyer. Listen politely to their issue and respond professionally. It may be worthwhile to offer some sort of consolation to resolve the issue, such as a refund of shipping costs if the buyer's feedback is about late delivery of an order.

Once you have contacted the buyer, if you are able to resolve the problem, carefully determine whether it's appropriate to ask them to remove their negative feedback. If they decline your request to remove their feedback, please respect their decision. You may ask a buyer remove feedback. However, you may not offer nor pay any incentive to a buyer for either providing or removing feedback. Pressuring a buyer to remove negative feedback is a violation of our policies.

If you work with a buyer to resolve a situation, but the buyer decides not to remove negative feedback, you may choose to post a response on the website. Explain how you worked to correct the problems. Your response won't change your feedback rating, but other customers will be able to read your explanation when they see the buyer's feedback. This reply is seen online, so carefully consider what you want to say before posting your side of the story. A poorly thought-out reply can reflect badly on you.

And finally, take time to learn from the experience. Did you make mistakes? Are there ways you can improve your business processes? In most cases, there's a lesson you can take away from the experience.

June 18, 2012

Good images help increase success

Last week we talked about how to use product descriptions to help customers make informed buying decisions. Product images are also very important to customers because they can help set your products apart from others in dozens of search results. You should use images that are easy to understand, attractively presented, and accurately represent the product.

Do's and Don’ts for Good Product Images

  • Do show only the product that is for sale.
  • Do use an image that clearly shows the product, filling 85% or more of the image space.
  • Do use a white background to optimize the customer’s ability to evaluate the product.
  • Do include additional images to help customers see different sides of a product, the product in use, or details that aren’t visible in the main product image.
  • Do not use sketches or drawings of the product.
  • Do not show accessories or props that are not included with the product.
  • Do not include logos or watermarks.


Examples of Good and Bad Product Images

Pack2._V196264733_       Pack1._V196264706_
The good image shows the product more clearly and avoids the logo.

 

Not_whitecn1._V195799568_       Not_whitecn2._V195799569_
The good image uses a while background.

 

Add_ob2._V196429621_       Add_ob1._V196429621_
The good image shows the main product without accessories that aren’t sold with the product.

June 11, 2012

Help turn browsers into buyers with good product descriptions

If you're a professional seller on Amazon, you can create detail pages for products that don't already exist in the Amazon.com catalog. A well-written product description on the detail page helps potential buyers imagine the experience of owning or handling your product.

When writing a product description, put yourself in the customers' shoes: what would they want to feel, touch, think, and want?  Incorporating information about the feel, usage and benefits of your product can fire the customer's imagination. This is as close as you can get to creating an in-store experience.

Do's and Don'ts for Good Product Descriptions

  • Do describe the major product features and list product information including size, used-for and style
  • Do provide enough detail to make your product come to life, and include critical product information
  • Do include accurate dimensions, care instructions and warranty information
  • Do use correct grammar and complete sentences    
  • Do not include your seller name, e-mail address, website, or any company-specific information
  • Do not write about anything but the product for sale; this is your opportunity to tell the customer what they are buying
  • Do not include pricing or promotional language such as "sale" or "free shipping”
  • Do not repeat the “product feature” or “product title” as the “product description”

Learn more about selling professionally on Amazon.com.

June 04, 2012

Shipping and getting paid for your orders

Two things are true for almost all orders—they must be shipped and you'd like to be paid for them.

Here's how it works…

Shipping Credits

  • You can ship your orders using the carrier and method of your choice. We require only that the method you choose fulfills the order within the buyer's chosen timeframe.
  • Amazon collects a shipping fee directly from the buyer, then passes a shipping credit to you.
  • You must ship the order even if the shipping credit does not cover all shipping costs. Please consider the item's weight and regional shipping costs when selecting your shipping options.
  • For more information on how fees and credits are calculated, search on "commission fee" in seller Help.

Getting Paid!

The first step in getting paid for an order is for you to confirm the shipment. This notifies us and the buyer that the order is on its way, and it starts the process of crediting your seller account. If the shipment is not confirmed within 30 days of the order date, we will cancel the order and the buyer will not be charged.

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