Amazon Seller Support

Refunding orders: full or partial refunds

When you want to issue a refund for an order there are several options: full refund, partial refund, and refund concessions.

Which one you choose depends on why you are refunding and how much you want to refund.

To start any kind of refund, the order must have already had the shipment confirmed. If it is not confirmed and you will not ship the item, you can cancel the order and the buyer will not be charged, therefore no refund will be necessary. If the order was confirmed you can proceed with these steps:

1.    Log in to your seller account
2.    Go to your orders section and bring up the details of the specific order you want to refund
3.    Click the "Refund order" button on the Order Details page

To proceed with a Full refund, once you have followed the first three steps above, you would use the default page that comes up when you click "Refund order."

4.    Choose the reason for the refund
You will see several options in the drop-down, choose the most appropriate one.
5.    Write a note to the buyer in the "Memo to buyer" field
While this is optional, a personally written note provides a good customer experience
6.    Click the "Submit Full Refund" button

By following those steps you will have refunded the item and shipping amount.

To proceed with a Partial refund, once you have followed the first three steps above, follow these steps:

4.    Click the Partial Refund tab, which is under the order ID
5.    If the item is listed by name only, click the check box for the item being refunded on the right hand side; if the item details are displayed, proceed to the next step
6.    Select the "Reason for refund" from the drop-down
7.    Enter the "Amount to refund" for the Product or the Shipping or both
8.    Write a note to the buyer in the "Memo to buyer" field
While this is optional, a personally written note provides a good customer experience
9.    Click the "Submit Partial Refund" button

You do not need to enter any information in the two concession fields for either type of refund if you do not want to. A concession is an amount you can refund aside from or in addition to refunding basic order costs. More information about concessions can be found in the Help section in your seller account by searching on the word "concession."

~Aleece

Follow Amazon Seller Support on Twitter

You can now follow Amazon Seller Support on Twitter!  We will be tweeting our latest blog posts, seller news, and best practices for successful selling.  Follow us at http://www.twitter.com/sellersupport.

Learn how to get in shape for the Winter/Spring Textbook Season

If one of your New Year’s resolutions is to get in shape for this textbook season, then you want to visit our Amazon Textbook Blog (http://www.amazontextbook.com) for the latest selling tips and strategies exclusively for Textbook sellers.

To kick of the Winter/Spring Textbook Season, our Amazon Textbook Support team has published some great posts to get you ready and in shape for 2010.

Check it out:

• Get our top 100 bestselling textbook list, and learn about our selling resources for textbook sellers
• Get information on how to offer expedited shipping for great customer service
• Learn how to get paid and how it works
• Learn how to manage your textbook inventory

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 Marketplace 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 Marketplace 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 Marketplace 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 Marketplace 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!

Handling Post-Order Problems

The majority of holiday sales on Amazon.com go well, but occasionally you may encounter a problem.  Let’s look at some of the most common things that could go wrong with an order and the ways to handle them.

I:  The buyer has made a mistake with an order and wants to fix it.

Below are the most common things buyers may ask you to do to fix an order and how you can respond:

Cancel the order

• If you have not yet shipped the order, you can cancel it.  Buyers only have a 30-minute window to cancel their own orders, but you can cancel them up until the time you ship them.
• If you have already shipped the order, you can't cancel it, but you can ask the buyer to return it for a refund. It's best to wait until you have the item in hand again before you return funds to the buyer.

Upgrade the shipping

• If you have not yet shipped the order, it is up to you to decide whether to upgrade the shipping at the buyer’s request.  Sellers aren't obligated to provide a service that a buyer hasn't paid for or to accept promises of future reimbursement from buyers (sellers can't invoice buyers for extra costs, including postage).
• If you have already shipped the order, provide the buyer with information about the shipping method you used, give them a realistic timeframe for delivery, and ask them to be patient. Here's the information Amazon provides to buyers about delivery expectations: Marketplace Shipping Times.

Ship the order to a different address

• If you have not yet shipped the order, and the buyer says they cannot receive the order at the address they provided originally, you should cancel the order. The buyer can then return to Amazon.com to place a new order using the correct address.  Amazon policy requires sellers to ship only to the address provided in their Seller Account.
• If you have already shipped the order and the buyer states that they won't receive the package at the address they provided, you can’t cancel the order but it may still be possible for the buyer to get the package re-routed if they know the recipients. Packages should be routed back to you and you can then refund the buyer.

II:  The buyer hasn't received the item they ordered.

As you might expect, buyers are often anxious to receive their holiday orders and will contact you by e-mail to check on the shipment status.

• In many cases, the shipment isn't late but may not have arrived as early as the buyer hoped. It's possible that the package didn't arrive at the earliest estimated date.  In the case of "slow" packages, you will often need to explain the delivery time frames.
• If the outside delivery date has passed, the best solution is to refund the buyer. Compensating buyers for lost shipments is simply a cost of doing business.
• In the case of a "lost" item arriving in an empty box, you should contact the shipper to report the issue and ask about the options available to you. For a "late" item that may be lost, you may want to engage your carrier for assistance in locating the package and moving it along.
• For an item that never arrives and is truly lost, you may be still able to recover your costs if you purchased insurance originally. You will need to determine your own level of acceptable loss when deciding to insure packages.

III: The buyer has received the order but wants to return it.

Here are the basics on handling returns:

• As per your selling agreement, your return and refund policies must be at least as favorable as the current Amazon refund policies. You have to accept returns within the guidelines spelled out in the policy, even if the item was exactly as described and the buyer simply no longer wants it.
• Returns of new items are different from returns of damaged/defective/materially different items.
• Buyer returns should be postmarked within 30 days of the original shipment sent by the seller.
• Returns should be posted to the address included on the outside of each package. It's a good idea to also include your return address inside the package and to confirm it with the buyer before a return is shipped.
• In cases where there is nothing wrong with an item, buyers should cover the cost of return shipping.
• In cases where an item is damaged or defective, or when it is materially different than the item described on the product detail page, sellers should cover the costs of return shipping. You can do this by issuing a concession to the buyer in advance of the return.
• Sellers can charge restocking fees (up to 20%) for returned items that are not damaged, defective or materially different. These fees are meant to cover the extra handling costs to take the item back into inventory and relist it for sale.

We hope this information has been helpful.  If you have further questions about how to deal with order issues, please see our online seller Help pages.

Package Orders With Care

A great deal of orders placed in the weeks before Christmas are intended as gifts. Buyers not only expect to receive them on time, but also in excellent condition. Having to return items that got damaged in transit would not be a good buying experience any time of the year, and even less so during the holiday season.

To help protect your items and provide a world-class buying experience, follow some "best practices" when packing orders for shipment:

Package Orders Carefully

• Prepare a professional, clean package. Wipe away dust or debris that may have collected on the item while in storage. Use new shipping/packing materials. Seal all shipments tightly.
• When sending fragile items, package them using bubble wrap or polystyrene chips. Use a “Fragile” sticker or mark the package clearly.
• Put your item in its original box (if you still have it), then put it in a slightly larger box and fill out the gap with paper, polystyrene or cardboard. Shake the box and add more packaging if there's movement.
• Include a packing slip in the package. You can print one from the Manage Orders page.

Label Packages Clearly

• Use a complete shipping address. You can cut an address label from your printed packing slip and attach it to the package.
• Use a complete return address, typewritten or printed in a neat and legible manner, on all packages.
• Orders may arrive sooner if you use the nine-digit ZIP Code associated with the buyer's shipping address. You can find the extra four digits for any U.S. shipping address at www.usps.com.
• The use of metered postage is recommended. Avoid excessive postage and the use of small-denomination postage stamps.

Preparing your packages with care and professionalism makes good sense. Happy holiday selling!

Changes “Behind the Scenes” for Selling on Amazon

Every day there are new ideas being explored for the Amazon.com web site, and every day teams of people are working hard to make the site “a place where people can come to find and discover anything they might want to buy online.” As a seller, you are part of the result of these efforts. There are also people working to keep the seller business running while they make incremental changes to support all seller businesses on Amazon.com.

Here are just a few of those incremental changes that have happened recently.

INVENTORY REPORT: This is a tool in Seller Central that has been available to sellers who sell non-media products. There was a glitch causing anything with “zero” inventory to not be included in the report and many of you told us those were actually the products you needed to know about. That has been changed and now the inventory report is a list of all your products with the inventory, even if it is at zero. If this was something on your wish list or something new to you, check it out at the Inventory tab in Seller Central or click on the following link to learn more about Inventory Reports.

DISBURSEMENT INFORMATION: In order to provide more specific information about your payments account, the Payments pages have been changed to display revenue, reserves and what is available for disbursement, rather than a total settlement as in the past. There is new information about the account summary and reserves here in Seller Central or here on Amazon.com

ONE ACCOUNT IS ALL YOU NEED: We’ve simplified registration so that when signing up for the Selling on Amazon program you only need one account to list products – both media and non-media. Media is generally books, music, videos and DVDs and non-media is everything else open for selling on Amazon.com. To get started, or for more information, go to Amazonservices.com to sign up today.

There is still a choice to make, though, because two pricing options are available. “Sell a little” is for those of you who don’t have many products to sell (typically when you expect less than 40 orders a month) and “Sell a lot” is for those who are ready to take the professional seller route (“pro” account), no matter what you have to sell. There are some advanced options for detail page creation and bulk upload with the pro account. Don’t worry, if you choose one today you can switch later! For more information before you choose, check out the tabs on Amazonservices.com to see How it Works, to learn about Getting Prepared, and to read What Customers Say.

Condition Guidelines for Music, Videos and DVDs -- Cover Art and Liner Notes: We are working to reduce confusion about what is allowed or not in listings. Until now, sellers have only been permitted to list Music and Video & DVD products that are missing cover art, liner notes or other original inclusions on the Amazon.com website when granted an exception by category managers. The change made recently allows all sellers listing in the Music and Video & DVD categories to offer these items. In doing so, we hope to meet buyer demand for media content while also setting clear expectations for sellers about the used products they may list on Amazon.com.

For Music CDs and cassettes, and for Video tapes and DVDs, we have revised our condition guidelines to state that products missing cover art, liner notes or other original inclusions may be listed as "Used – Acceptable." These products may not be listed in any other "Used" condition, and they may not be listed in any "Collectible" condition. Check out the Condition Guidelines for more specifics.

Support Updates: Our Seller Support team is always fine tuning and making changes to improve your experience. This is a quick reminder about how to take advantage of that help – you may find something new as well! There are links on most tool pages to “Learn More” that take you to help pages. In the Help pages there is additional information worth browsing and reading as you optimize your business. When you really need help, don’t hesitate to use the links to Seller Support and choose either the email or “click-to-call” option where you input a phone number and the support team calls you back.

Be a star this holiday season - give great customer service

Sellers who give great customer service can see results in good feedback and repeat sales to buyers.

Here are some buyer-pleasing selling habits that can have buyers back for more:

• Make a point of responding to customer inquiries within 24 hours.
• It goes without saying that contact 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.

Watch our video to learn more about providing great customer service.

Getting Paid - How It Works

The item has been received, the buyer is totally happy and the only thing left is to get paid!  How does this work?

Have you entered the information for a valid U.S. bank checking account into your seller account?

Amazon transfers funds from your sales 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 getting your funds for another 14 days. We suggest entering it in when you first set up your account, or before you list your first item.

How and when do I get paid?

After you first register to sell on Amazon, we let the funds from your sales accumulate for the first 14 days. At the end of this time, we settle your account – i.e., subtract our fees and shuffle the rest of the funds off to you via an Automated Clearing House (ACH) transfer to your checking account. This is your first disbursement. After this, disbursements 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. Amazon fees and customer refunds, if any, can affect your balance.

How do I know I have been paid?

Your settlements can viewed in the Payments account section of your seller account at any time.

Why didn't I get paid?

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

• You recently began selling on Amazon.com and your first 14-day settlement period has not concluded.
• Your first settlement period has concluded but you do not have a positive account balance.
• You have not yet entered your bank account information.
• 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.
• The bank account is now closed. Contact your bank to obtain the checking account number and ACH routing number for your new bank account.

Preparing for Success on Amazon.com

Ready. Set. Sell!

If you’re new to Selling on Amazon, welcome. You're about to embark on a venture that can put your products in front of tens of millions of customers. Be prepared to enter a selling channel focused on world-class customer service, fast and efficient fulfillment, and great products at great prices.

At Amazon, customer experience is always our top priority. When you become an Amazon Seller, we ask that you, too, put the customer first. Present your products according to our approved format. Ship products on time. Give customers the experience that Amazon (and all Amazon Sellers) must provide to maintain a safe and trusted online retail environment. Be "customer-obsessed." We think you'll find that it's not only good for customers, it's good for business.

Selling on Amazon - Dos and Don'ts

To help you get started, we're sharing a few tips and best practices-and a few rules-so you can hit the ground running.

When you sell on Amazon be prepared to:

Provide an Amazon-tailored Seller Profile
Customers want to buy from a business they know and trust. So when you put together your Selling on Amazon profile, don't simply cut-and-paste information from other locations. Create specific business practices and customer-facing information related to Selling on Amazon.

Make Sure Your Listings Meet Amazon Requirements
Our successful sellers have found that listing products in the right categories and with the correct information is the best start for good customer service and strong sales. Correct listings and maintaining inventory to be able to fulfill orders is critical. Amazon customers expect to receive the product they selected, packaged well, and shipped quickly. Set up shipping charges, sale pricing, and promotions with Amazon tools; don't include any of this information in your product listings.

Align Your Shipping and Fulfillment Policies
The best way to avoid disappointing customers, is to set expectations and then meet them. When you set up your account, you'll find information about shipping expectations that you will integrate into your existing systems. You'll also find that you're required to confirm product shipments to keep customers informed about the progress of their orders.

Handle Returns and Refunds Gracefully
No one looks forward to taking returns and making refunds, but it is part of retailing and a requirement of the Amazon sales process. Taking returns gracefully can lead to better feedback about your customer service.

Communicate with Amazon Customers Appropriately
Selling on Amazon requires less communication with customers than most other channels. Establish a communications plan that meets Amazon guidelines. (Note that e-mail communications-other than as necessary for order fulfillment and related customer service-are handled by Amazon.) Of course, all communications must be courteous, relevant, and appropriate.

Monitor Performance and Metrics
Amazon will measure your performance on the platform. We'll look at customer service, feedback, A-to-z claims, chargebacks, order cancellations and refunds, late shipping and policy compliance. Great sellers find these metrics help them manage and monitor their business on Amazon and beyond.

When you Sell on Amazon you must not...

Register for Multiple Seller Accounts
When registering, you will be creating a single selling account for your company. Operating and maintaining multiple seller accounts is prohibited.

Divert Amazon Customers
Do not include URLs on any listings, images or supporting information, and do not hyperlink to your site from any part of the Amazon process.

Market to Amazon Customers
Your company must not market or advertise to Amazon customers, nor divert them in any way from the Amazon sales processes-not even in otherwise permitted communications. Make sure everyone on your team, from marketing to fulfillment, is aware of these requirements.

Bribe Customers for Positive Feedback
Bribing customers to leave positive feedback or to remove negative feedback is not permitted.

 

Help Along the Way

Ready to get started? Once you register, you'll get access to Seller Central, our web-based seller tool. There you'll find lots of additional information-tutorials, webinars, FAQs and other resources-to help you make the most of your Selling on Amazon business.

For more information and links to register, go to AmazonServices.com