One of the comments we hear most at Cascadia Seller Solutions is, “I didn’t even know I could see that information!”
Sellers have access to an array of metrics designed to keep their accounts healthy and thriving on Amazon. The information available can change daily based on any number of variables such as customer satisfaction, buyer feedback, shipping metrics, seller response times, and so much more. Seller Central can, and should be, your greatest tool in ensuring longevity on Amazon.
Though common, refund and/or replacement requests for the wrong reasons will shut you down faster than I can type “performance notification”…and I type at sonic speed.
So what can you do for yourself to avoid this headache?
We recommend evaluating your returns and replacement requests at least once per week. For large/high volume sellers, the recommendation is a daily evaluation, as issues can snowball out of control much more quickly. A daily check with a weekly deep dive is the best practice (spoiler alert: this is just one of the many proactive services we offer in our monthly retainer package, but I’ll get to that).
Ok, how do I pull the report?
For MFN (merchant fulfilled): within Seller Central, this report is available under the Orders tab, then Manage Returns. You’ll want to “view all” return activity, not just “authorization required”. Unfortunately, the MFN version of the report is only available to be viewed online, it cannot be downloaded.
For FBA (fulfilled by Amazon): within Seller Central, this report is available under the Reports tab, then Fulfillment. On the left sidebar, approximately ¾ of the way down, under Customer Concessions, you’ll find Returns and Replacements, respectively. The FBA version of these reports is available to be viewed online or downloaded to a spreadsheet for ease of sorting and filtering.
Now, what am I looking for?
Once you see the report(s), they read fairly simply. What you’re looking for are the reasons and/or repeat ASINs associated with the reasons, as both could trigger Amazon’s system to review your account, thus suspending listings, revoking selling privileges, or blocking your account entirely.
Return reasons to look out for:
- Used Sold As New
- Item Not As Described
- Description on Website not Accurate
- Missing Pieces
- Incomplete Items
For MFN, the customer’s notes for return are included. Unfortunately, for FBA you only receive the reason codes; no customer notes. We know – annoying and unfair. The silver lining is that this allows you the opportunity to open a dialogue with your customers; most are more than willing to share why they returned the item(s) and your reaching out to them speaks volumes by way of customer service. More often than not, sellers will receive positive feedback based on stellar customer service even if the order went awry.
This is tedious work; can’t somebody do it for me?
Yes we can. And we do! We offer a plethora of monthly packages, designed with every type of seller account in mind (click here to read about them). Each package includes daily account health checks and ongoing consulting support to keep you ever moving forward, successfully, while selling on Amazon.