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Registered:
2/8/06
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Holiday Selling Best Practices
Posted:
Oct 28, 2008 4:18 PM
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Managing your inventory, orders, and customer contacts can keep you extremely busy during the holiday season. To help you manage it all effectively we've put together a list of holiday season tips.
Update Settings, Account Information, and Policies
• Make sure your e-mail contact information is up-to-date.
• Confirm that Amazon e-mail is not being filtered as spam by your e-mail program or ISP.
• Make sure that your Seller Account Information is current, including your credit card and bank account numbers.
• Verify that your Store Settings are up-to-date and post a customer service phone number if possible. .
• Be sure to follow policy by not displaying any portion or version of your URL (e.g.: .com, dot com, .net, etc.) anywhere on Amazon.
• Learn more about settings and our selling and item policies.
Monitor Your Customer Metrics Closely
• Check your feedback and A-to-z Guarantee claim pages daily, and proactively resolve any issues.
• Your Customer Metrics indicate how you are doing with respect to customer satisfaction. Monitor your Metrics frequently so you can spot and resolve operational problems promptly. Excessive order defect rates (negative feedback, A-to-z Guarantee claims and chargebacks) can cause account suspensions and even account closures.
• Learn more about your customer metrics, improving feedback ratings and resolving A-to-z Guarantee claims.
Manage Inventory Proactively
• Determine which of your products may be most popular during the holidays and make sure you have enough stock available.
• Confirm that you have listed items on the correct product detail pages. For example, if you list a book, your copy must exactly match the title, author, binding, edition, year of publication, publisher, and ISBN. Mis-matched listings can result in poor customer experiences, increased customer contacts, A-to-z claims, or credit card chargebacks.
• Confirm that your items are listed in the proper condition. Your items must contain all of the components listed on the product detail page except as allowed in our guidelines. This means you may not list items that are missing parts or are defective or damaged. It is not acceptable to identifying materially relevant differences in the comments field of a listing.
• If you use inventory uploads, remember that all items in a feed must be processed before any of the changes appear on Amazon.com. If you have time-sensitive changes, upload those first in a separate feed, and upload changes that are not time-sensitive in a later feed.
• Learn more about managing and relisting items.
Manage Orders Closely
• Check your Seller Account frequently for orders and fulfill new orders daily.
• Don't rely solely on "Sold, ship now" e-mails to let you know you have new orders.
• Ship your orders right away. You’ll have more time to resolve any problems that arise.
• After you ship, contact your buyers to provide them with all relevant information, such as tracking numbers, carrier, shipping method, and service level so they can track the progress of the order.
• Learn more about managing orders.
Keep Safety and Security in Mind
• Report “spoofed” emails to us immediately.
• Only accept Amazon Payments for your orders. Sellers are not protected against transactions that may or may not be legitimate if they are engaged in those transactions outside of the Amazon Payments system.
• Ship orders only to addresses provided to you by Amazon. If you are asked to ship to a different address, cancel the order and have the buyer place a new order with the preferred address selected.
Give Great Customer Service
• Customers expect great service this time of year, so make a point of responding to all of their inquiries within 24 hours.
• To add a personal touch, include "thank you" notes in your messages to buyers and on packing slips.
• Learn more about providing great customer service and managing order problems.
We hope these tips will help you prepare for and enjoy a successful 2008 holiday season with Amazon!
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