Amazon Seller Support

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:

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:

• Signing up
• Product Listing
• Order Fulfillment
• Returns, Refunds, & Cancellations
• Business Information & Policies
• Marketing your Products
• Buyer Communications

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

Have you had a chance to explore Amazon MWS yet?

Amazon Marketplace Web Service (Amazon MWS) is a Web service API that can help Amazon sellers automate processes for listings, orders, payments, reports, and more.

Amazon listing, order, and payment data can be integrated into existing workflows so that selling on Amazon fits right in with your regular business practices.

The Amazon MWS portal has client libraries, comprehensive documentation, and lots more. Take a look around: https://developer.amazonservices.com

Don't miss the Frequently Asked Questions and do feel free to browse through the Community Forum to see what Amazon MWS users and developers are discussing.

If you like what you see when you explore the site, sign up before you leave by clicking the "Sign up for MWS" button on the home page.

Am I required to include tracking information?

Delivery confirmation or tracking information, while not required, is beneficial to buyers. Including tracking information for your shipments can help buyers verify the status of their packages and anticipate the delivery of their items. If you use tracking information, be sure to enter it when confirming the shipment of your items.

 

Signature confirmation is encouraged for high-value items because it helps verify the items reached the buyer. If an A-to-z Guarantee claim is filed for non-receipt, and signature confirmation verifies your item was delivered to the buyer or another recipient on behalf of the buyer, the A-to-z Guarantee team may deny the claim.

Important announcements for sellers: Where to find them

Occasionally we hear from sellers who aren't aware of an update for seller accounts, so here's a quick how-to for finding our announcements and technical notifications:

Announcements of changes

Scroll through the center section of your seller account home page to find the "Headlines" section, or just search (Ctrl/F) on "headlines" to get right to the announcements.

We leave most announcements up for two weeks, but for staying on top of the news, we recommend scanning the headlines for new announcements once or twice a day.

Technical notifications

If we have a technical issue to report, or if something else is happening that could affect sellers (extreme weather, for example), we post technical notifications near the top of your home page.

Checking for a technical notification can help you save time, sidestep worry, and take effective action in these and other types of situations: 

• You experience a technical problem while using your seller account and you wonder if the problem is based in your seller account or in your own system
• You hear of a situation that could affect shipping, and you wonder if Amazon has provided any related information

We update technical notifications as a situation changes, and we remove them when the issue is resolved.

Buyer Feedback Removal How-to

If you have received negative feedback from a buyer, you may ask them to remove it. Buyers have 60 days from the date of the order to remove feedback. (They cannot edit the feedback or leave new feedback on the same order.)

First, contact the buyer and do everything you can to address any problems. Once you've done that, you can ask the buyer politely if they would feel comfortable removing the feedback. You can provide the buyer with these step-by-step instructions:

1. Go to 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 you would like to remove. If there is no "Remove" option next to a comment, this means the 60-day removal period has expired.

Note: Be aware of Amazon's policy regarding buyer contacts. You may request feedback removal from a buyer, however you may not coerce or offer payment or other incentive to a buyer for removing feedback.

Are you taking some time off for the holidays?

Whenever you take time off, you can set your listings to inactive until you are ready to fulfill orders again.

This prevents customers from placing orders that might not be fulfilled right away. Not only is this the right customer experience, it can also help you relax and enjoy your time off.

When you are ready to sell again, just set your listings back to active. Within an hour your listings will again be available for sale on Amazon.com.

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

Happy selling (and resting up) as the year comes to a close!