Amazon Seller Support

Bulk order refunds (video)

If you are currently handling your order confirmations in bulk through feeds, but have wanted to also learn how to process refunds or cancellations in bulk, take a look at this video for some help. (time: 4:41)

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

Top 5 Ways to Get Answers from Seller Support Faster

There are a few things that you can do when contacting Seller Support that will help us answer your questions more quickly.

1. Log into your seller account when contacting us.
   Seller Support verifies account security information prior to providing support. If you contact us when you are logged into your seller account we can get right to answering your question.
2. Provide details, even when asking general questions.
   Provide as much detail as possible, including links to the pages you are referencing, either in your account or on Amazon.com, exact wording of an error message you may see, and specific order IDs, ASINs, and SKUs. If you have a general question, providing an example will help us understand your desired result and allow us to share the best methods for getting to that desired result.
3. If you call us about an existing case you’ve created, please mention the case number to the Seller Support associate right after we've verified your account security information.
   If we know the existing case number, we can give you the current status of the actions taken to resolve the issue. This also helps prevent duplicating research already completed for your issue. Referring to case notes can help us shorten resolution time.
4. When using the Contact Us form, take an extra moment and choose the most fitting topic and subject.
   Based on the topics and subjects you choose, your contact is routed to a Seller Support associate who is best able to help with your particular issue. 
5. Check Help pages.
   Seller Support is continually updating and improving Help documentation. Clearly stated information, tables, and videos will help you walk through common seller issues. Check out the Getting Started Guides in seller Help if you are starting out or for a refresher if you are a seasoned seller.

2009 Seller Conference

July 10-13, Seattle Airport Marriott

The Sellers' Conference for Online Entrepreneurs 20009 (SCOE) is the independent Conference for entrepreneurs who utilize Amazon.com as a sales channel.  No matter what type of inventory you list or how long you've been selling online, SCOE has something to offer you to help you improve and grow your business.

This year, we'll be focusing on how to think creatively to thrive and succeed in challenging economic times.  If you are a media seller, we'll help you navigate the often tricky path to broadening your product offerings, showing you the way to  "think outside the books."  If you already offer non-media, we'll be inviting inventory-type specific specialists from Amazon to the Conference so that you can get some of your questions answered in person.  

Although the normal Conference attendee fee is $325 per person, if you click on http://scoe.biz/REFERRAL.html between now and June 15th, you can attend for the reduced fee of $250 per attendee.  We know that you will find great value in this conference, and will want to return again in upcoming years. 

Looking forward to seeing you at the conference! 

Rhonda, Conference Organizer
sellersconference@comcast.net

Why Become a Pro Merchant?

Thinking about upgrading to a Pro Merchant subscription on Amazon?

If you're an Amazon Marketplace Seller you might want to consider upgrading to a Pro Merchant subscription.

Here are just a few of the benefits you receive by upgrading:

• Discounted selling
• Access to the Inventory Loader tool
• Ability to create your own product detail pages
• Add an unlimited number of listings that won't expire

You're probably wondering if this is right for you?

Well, watch as our fictional hero, Mike Seller, evaluates the features of a Pro Merchant subscription and walks through the process of deciding if he should upgrade his account.

Proceed to video  

If you still have more questions about whether or not you should upgrade to a Pro Merchant subscription, please visit the Pro Merchant FAQ page.

Happy Selling!

Jay