This post is by Peter Kearns, Feedvisor‘s Director of Customer Success for the US West Coast. Peter has more than 15 years of experience working with businesses in advertising, marketing, and ecommerce – specifically the Amazon Marketplace. Prior to Feedvisor, Peter held positions at Amazon in strategic sales and sales leadership on the Seller Services team. He has helped hundreds of sellers launch on Amazon, generating more than $165 million (and counting) in sales.
Are you an Amazon seller who has been recently suspended? Or have you received warnings about suspension? Are you unsure what to do next or how you even got to this point?
Selling on Amazon can be tricky. However, the right knowledge about Amazon’s policies and violations, combined with strategies for preventing suspension, can help you save your business.
Amazon has more than 270 million customers and is the most trusted brand worldwide. The retail giant has built this vast customer base and exceptional reputation because of high quality service it provides. As a result, Amazon has very little patience for sellers that offer poor shopping experiences.
Many sellers have received a warning or faced account suspension at one point or another, due to performance violations or customer complaints. Amazon isn’t shy about policing these issues even for its top sellers. Suspensions are not rare – they can happen at a moment’s notice – and often Amazon will give you very little detail as to the reason behind your suspension.
Almost every experienced online marketplace seller will have a story of how some smart – or not so smart – bad buyers have attempted to trick money or goods out of them.
These customers might claim that their goods didn’t arrive on time, or wear clothes to a party before returning them as ‘not as described’. At the other end of the spectrum, buyers have returned parcels packed with garbage instead of the item originally sent, or submitted completely false ‘item not received’ claims.
Some of the reasons for returning an item can be downright funny. In a Web Retailer forum thread about outlandish reasons given for returns, member Easiliving said, “We once had a customer return an eye patch because their kids thought they were being invaded by pirates!”
But bad buyers are not often a source of amusement. A significant number of buyers are tempted into scamming the system, often believing it to be a ‘victimless crime’. But it isn’t victimless if you’re losing money and having your reputation damaged in the eyes of the marketplace.
In this post, I’ll look at some common examples of buyer fraud, talk about steps you can to take to help prevent it, and explain how you can increase the likelihood of cases being resolved in your favour by eBay or Amazon.
Two things surprise me about XSellco.
First, their Chairman is a hugely successful Irish technology entrepreneur – Ray Nolan. His many ventures include the world’s top hostel-booking site Hostelworld.com, and flight comparison tool Skyscanner. But that’s not what surprised me. What’s unusual is that Nolan isn’t just a passive investor in XSellco, he’s the company’s founder, and has been hands-on in shaping their software for online sellers.
Second, XSellco acquired competing company ReplyManager earlier this year. Acquisitions aren’t exactly rare in this industry, but this case was unusual again: ReplyManager was the only direct competitor to XSellco’s Fusion, and the company will continue to provide both tools indefinitely.
So I caught up with Nolan and new XSellco CEO Victor Corcoran to talk about why the company was founded, what makes their tools different, and their plans for the future.
Seller Labs are the company behind Feedback Genius, one of the highest rated products in our Feedback Tools category.
Despite the name, Feedback Genius does a lot more than help Amazon sellers build positive feedback. It’s actually an all-round email automation tool that can send messages to buyers when an item is ordered, dispatched or even received.
Seller Labs have two more innovative tools for Amazon sellers: Scope and Snagshout. Scope is an Amazon research tool, currently being redeveloped, and Snagshout helps sellers get sales and product reviews. All together they make an impressive line-up, particularly for a company that’s only two years old.
I caught up with Paul Johnson, the co-founder of Seller Labs, to ask how the business got started, what’s the story behind each of their tools, and what they’re working on right now.
* Scope and Snagshout are only compatible with Amazon.com, and will only appear in our listings for readers in the US. Feedback Genius has support for the UK, US and EU Amazon marketplaces.
In this post I’ll take an in-depth look at the seller feedback, reputation and performance systems on eBay and Amazon. I’ll cover how they work, why feedback matters, and how to be efficient at managing and improving your reputation as a seller.