Frequently asked questions
Where should we start?
It really depends on the current pressure points in your business. Do you have a flood of customer emails you need to manage? Has your Feedback score fallen and affecting your Amazon performance stats…and of course buyer confidence! Do you have a lot of low star product reviews that really need to be addressed?
We suggest you make a list of your priorities and get in touch for a chat.
How do you charge?
We charge a one-time setup fee and then apply a daily service charge based on your needs. Our staff have significant experience and it will surprise you how much we can get through with a real focus for 30 or 40 minutes a day.
How do you reply to our Seller Central messages?
You give us limited access to your Seller Central account. We monitor your messages and respond using agreed base templates plus free flow commentary so we sound just like you. We guarantee a better than 12 hour response time which is well inside Amazon’s 24 hour limit.
How do send out products on our behalf?
You give us access to your FBA inventory. As customers write in regarding any breakage on delivery or other product problems, we send replacements out as per the policy we agree when setting up your account.
How do we know what is going on with our business?
We have a real time report you can access 24 hours per day. This enables you to see what actions we have taken in each of the areas we are managing for you. If we see something unusual or a pattern developing we will alert you of course!
How successful are you getting hijacker’s off listings?
Our Cease and Desist letter has proven very effective. We issue this on your behalf and then monitor their activity. Some reply, others simply remove your product. In the event we find a non responsive hijacker we escalate this to you for further action.
Do you guarantee to improve our Feedback Score?
Amazon have standard rules they apply to most scenario’s. We actually think most are managed by AI (artificial intelligence) these days. So, with the right questions we can bounce you out of that loop.
We have been particularly successful getting low scores improved. Amazon can be inconsistent with the application of their rules. It can take 30 – 60 days to get more complex issues resolved eg applying for bin reviews, etc.
How do you reply to low star Product Reviews on our behalf?
Our staff reply with a personal message and sign off as “Name, Your Company” Customer Care. Sometimes the low star reviewers respond and we work with them to address their issue. Once resolved, we ask them to update their review if appropriate – never to suggest wording of course!
Where Amazon have a rule or guideline, we ensure we are a giant step away from it.
What other services do you provide?
Our clients sell in US (plus .ca and .mx), UK and EU so we have significant experience setting up cross listing’s, helping with UK VAT, upgrading listings to EBC (Enhanced Brand Content), forecasting sales & inventory, etc.
We have a trusted Chinese freight forwarder as well as a QA service’ in China if client’s need an introduction. More recently we have been working with 3P warehousing in the US that we can recommend. Once you are a client you will be amazed at just how we can help you manage your business more effectively and with a lot less stress.
Ask us anything. If we don’t know we will know someone who does!