Amazon Overview




This is the homepage of our Amazon Seller-Account. 


The following points are important for Customer Service:

  • Account Health
  • Manage Orders
  • Manage Returns
  • A-to-Z Guarantee Claims
  • Feedback Manager


Account Health




Amazon Account Health helps sellers track how well they are following Amazon’s rules. It shows important details like performance, customer satisfaction, and policy compliance. Keeping a healthy account is important to avoid disruptions or account issues. Checking the Account Health dashboard regularly can help fix problems early.

An Amazon account can be marked “at risk” if it doesn’t meet Amazon’s standards or breaks the rules. Here are some common reasons and how to avoid them:

Poor Performance:

  • Late shipments or cancelled orders.

→ Address late shipments or order cancellations by doing frequent order shipment checks throughout the day 

Bad Customer Experience:

  • Poor product quality causing many returns.

→ Address frequent returns by identifying and fixing issues with the product or listing.

  • Not fixing customer complaints quickly.

→ Respond to customer messages quickly and resolve any complaints effectively.

Not Following Amazon’s Guidelines:

  • Ignoring requests for documents or verification.

→ Submit any documents Amazon has requested, such as invoices or verification details, to prove compliance.




Manage Orders


Here you can see an overview of all orders:



You can filter the orders according to your country:



Please check if the orders are shipped on time, especially on Mondays, to avoid increasing the Late Dispatch Rate. If the Late Dispatch Rate is above 4.0 % your account will be at risk.



Manage Returns


Unfortunately, we cannot handle Amazon returns in Freshdesk.


We do get a notification, that there is a return t process on Amazon. For more information on returns, please look into the Warranty Procedure Manual in Freshdesk.


This is how the message in Freshdesk will look like:



→ Copy the order number and find the order in EDI



→ Click on the order to open up the complete order information



Here you will need the EDI order number, which you can find on top of the page


→ Copy that number and proceed to make a return label in Returnless



→ Make a screenshot of the Return label after downloading it, because you can only upload pictures in Amazon (no PDFs)


→ Copy the tracking number to fill in the form on Amazon



This is how the overview of the return looks on Amazon



→ Fill in the form like you see in the screenshot


→ Upload the return label screenshot under ‘Browse’ 


→ Fill in the tracking number and the cost of return label which is €0


→ to finalize the return, click on ‘Complete’


 

→ Select ‘Duplicate Return Request’ and complete the request



→ Complete the request in Freshdesk by adding a note with the EDI order number and the return reason 


→ Resolve the ticket




Invoiced by Amazon:


Should there be a return from an order that has been invoiced by Amazon, we unfortunately cannot contact the customer and send them a label. In this case, Amazon sends the customer a label.



A-to-Z Guarantee Claims


The A-to-Z Guarantee is a customer protection policy offered by Amazon to ensure buyers feel confident when purchasing from third-party sellers. Here’s how it works and what employees need to know:


Purpose:


The A-to-Z Guarantee protects customers by addressing issues like:

  • Non-delivery of items.
  • Late delivery beyond the estimated timeframe.
  • Items that are defective, damaged, or significantly different from their description.


What to do if you get a claim:


Eligibility Criteria:

  • Claims must be filed within 90 days from the maximum estimated delivery date.
  • The customer must have attempted to resolve the issue directly with the seller before filing a claim.

Responding to Claims:

  • If a claim is filed, review the details immediately via the Seller Central dashboard.
  • Gather all relevant evidence, such as tracking information, customer communication, and product details.
  • Submit a detailed response to Amazon within the required timeframe, explaining the resolution or disputing the claim if justified.


Refunds and Resolutions:

  • If Amazon determines the claim is valid, you may be required to issue a refund.



Feedback Manager


The Feedback Manager in Amazon Seller Central is a crucial tool for monitoring, responding to, and improving your seller feedback. Proper use of this tool helps maintain a positive seller rating, resolve customer concerns, and ensure compliance with Amazon’s policies.

Check your feedback daily to identify issues promptly.


Key Metrics to Review:

  • Positive Feedback: 4 or 5-star reviews. Celebrate and respond by thanking the client.
  • Neutral Feedback: 3-star reviews. These may signal areas for improvement.
  • Negative Feedback: 1 or 2-star reviews. Prioritize addressing these quickly.


Requesting Feedback Removal


Amazon allows you to request removal of feedback that violates its guidelines (e.g., offensive language or feedback about the product rather than the seller). To request removal:

  1. Locate the specific feedback in Feedback Manager.
  2. Click the Request Removal button.
  3. Amazon will review the request and notify you of the decision.


Encouraging Feedback

  • Use the Request a Review feature in the Orders section of Seller Central to send customers a pre-formatted feedback request.
  • Important: Do not incentivize feedback or ask specifically for positive reviews. This violates Amazon’s policies.



Customer Reviews


The Customer Reviews section in Amazon Seller Central is a valuable tool for monitoring product reviews. In some cases, Amazon allows you to contact customers directly to address negative feedback and offer further assistance.


You can find this section under "Brands", where you'll see all customer reviews received over the past 90 days. While we currently don’t have many reviews, the e-commerce team is testing an automated system to request them from customers. This makes it even more important to regularly monitor both Customer Reviews and Seller Feedback.


Please note:

  • If a customer has opted out of being contacted, we cannot reach out to them.

  • In some cases, Amazon may allow you to issue a courtesy refund, or to contact the customer directly.



When you click "Contact customer", you'll be given two options:

  1. Offer a courtesy refund

  2. Provide customer support


If you choose "Customer support", Amazon will generate an automatic message template that you can send to address the review. After sending the message, click "Mark as done" to remove the item from your active reviews list.



If the customer responds, the message will appear in Freshdesk, and you can handle the case as part of your usual support process.