Feedback and Customer Support: Tools and Services to Enhance Your Reputation

Alex Knight explains software for soliciting feedback and reviews, customer support tools and customer outsourcing services

When you purchase an item from a bricks-and-mortar store for the first time, there’s plenty of things you might look out for. Is the shop busy? Do the other customers look happy? Do the products look authentic? Do the staff appear trustworthy?

On marketplaces, buyers can’t make those checks, as they can only see the information that the seller has provided. So, buying decisions are based largely on feedback and reviews. For sellers, this means getting feedback from buyers is crucial and reducing negative feedback is a must, if they are to establish the kind of reputation that buyers look for.

This can be achieved through soliciting more reviews from buyers, improving your customer support system or even outsourcing customer service to a third party, who you feel could handle it more efficiently.

In this post I will walk you through the Feedback & Reputation category of the Web Retailer software directory. It covers eBay and Amazon feedback software, message management tools and customer service outsourcing.

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10 Essential Ingredients for a Fantastically Well-Organized Ecommerce Business

From hiring a virtual assistant to having a company wiki, Marcin Hashevsky explains the elements your business needs to run like clockwork

This post was by Marcin Hashevsky from Amazing Work System. Marcin helps sellers start systematizing their online selling business so they can spend less time in operations and more time on vision and growth, or simply spend more time with their families.

Recently I realized that whenever I am talking about online, ecommerce, or Amazon businesses, people always ask me three questions:

  1. How can they build a successful ecommerce business and sell it easily?
  2. How have I managed to make my business run so smoothly?
  3. And how do I pronounce my name?

Apart from pronouncing my name, which I know can be tough, the other two questions have pretty straightforward answers. I find it really easy now to run my business efficiently, thanks to my systemized mindset. But I get why people struggle, as I was in the same situation not very long ago.

So today, I am going to tell you about 10 key ingredients that you need to create a very organized and successful ecommerce business. Let’s begin!
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Marketplaces Are Horrible, So Why Do We Sell On Them?

Every day marketplace sellers deal with returns abuse, unfair metrics, rude buyers and declining sales. Why do they put up with it?

Have a question for us? Send it to questions@webretailer.com. Readers’ Questions are in partnership with Emanaged and Online Seller Consulting.

Question

We have been selling smartphones, tablets and accessories on our website, eBay and Amazon for almost 3 years now. Our sales were very good last year but now they have almost halved. We are also opening our first outlet store in about a week’s time.

Let’s begin with eBay, where some buyers abuse loopholes in the money back guarantee to return damaged items which were delivered in full working order.

Now we come to Amazon which is an even bigger problem. We have four main issues:

  1. Other sellers on our listings keep changing the product details, meaning that the listing no longer matches our product. We only find out when buyers complain.
  2. Buyers are allowed to open A-Z claims up to 90 days after purchasing an item, but can also do it after 6 months and get a full refund!
  3. Amazon penalizes small sellers for a few invalid returns, negative feedback and A-Z claims when there are hundreds of other orders without any problem.
  4. Unlike eBay, buyers do not bother to leave feedback. The only time they will leave feedback is when they are angry.

What can we do to tackle the issues mentioned above and increase our sales on eBay and Amazon?

– Salma G., Surrey

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Amazon Inside Out: HQ2, Teens, Taxes, Bogus IP Claims and Australia

Chris McCabe casts a critical eye over Amazon stories that have been making headlines, from HQ2 to the much anticipated launch in Australia

This post is by Chris McCabe, a former Amazonian and founder of ecommerceChris.com. ecommerceChris shows Amazon sellers how to keep their accounts healthy, or, if the worst should happen, how to get their account back from a suspension.

Amazon has whipped officials across America into a frenzy as it invited invitations from cities wishing to be the home of Amazon’s new second HQ. How much will local officials hurt themselves to make long-shot bids?

The MTC has extended the deadline of their sales tax amnesty until November 1st, and the number of sellers being suspended for making bogus IP complaints is on the rise. What do both of these developments mean for sellers?

Meanwhile, over in Australia, the anticipation for Amazon’s new marketplace is building, as more than 500 Australian businesses have now signed up to sell on the marketplace when it launches next year.

And, will we be seeing an increase of teenagers shopping on Amazon, as they launch their new Amazon Teens service?

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Five Things You Didn’t Know Could Get Your Amazon Account Suspended

From account hacking to not complying with federal regulations, here’s five causes of suspension sellers are often unaware of

This article is by Travis Stockman, a 2018 Juris Doctor Candidate at Hofstra Law, and future associate of Rosenbaum Famularo, P.C.

Amazon sellers are often familiar with the more common reasons for having their account suspended. These include intellectual property infringement, authenticity complaints and safety issues.

Being educated on these three causes, along with Amazon’s other common grounds for suspension, can help a seller to maintain a healthier seller account. It also means that if the worst does happen, you’re more likely to understand why you’ve been suspended.

However, despite the many measures that Amazon sellers can implement to protect their account, there are several scenarios sellers may be unaware of that can result in their Amazon seller account being suspended.

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