Customer Complaints: Feedback and Returns

Customer Complaints:

Customer complaints come in a variety of flavors, most commonly a product review, seller review, return or an A-Z claim. All of these should be taken seriously, and evaluated for root cause of failure, and a proactive message sent to Seller Performance to ensure your account is notated with your efforts to solve the customer problem.

This is maintenance work on your account, and can take 1-5 hours, depending on the complexity of the issue, but typically no more than an hour.

As an example, you might get a return with reason code “item not as described.” These are the kinds of issues that after two or three complaints, your listing may be suspended.

This is, in our experience, largely unrelated to sales velocity or seller performance: the team handling customer complaints to ensure the quality of products on the website is excellent, irrespective of any other considerations.

If you’re an FBA seller, your report doesn’t give the reason comments the customer provided like it does for Merchant fulfilled sellers. In this case, you will need to reach out to your customer directly to find out why they returned it as not described.

In one case, the customer told us, “Amazon doesn’t give many options.” Still, this is the method Amazon uses to maintain the quality of products on the website, it’s their field, their ball, their rules, which they sometimes don’t share with you, and we can help you navigate that.

About the Author
I got my first job at Amazon because of my German language skills from my Master’s in History. Take that, people who said I’d never get a good job with my liberal arts degree! I soon learned that I’m not good at taking orders and started my MBA coursework at Seattle University.

I worked at Amazon for 8 years, as a liaison for law enforcement in Fraud/Transaction Risk, a quality and compliance manager in Product Compliance for Amazon Brands and imports globally, and lastly, managing hardware for Website Availability. I love the flexibility that working for clients on Amazon rather than for Amazon affords me.

In my not significant free time, I do fiber crafts such as spinning, crocheting, and embroidery, and I have been in a community band since 2009, playing French Horn, Trombone, or Euphonium depending on the band’s needs that season.

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