|
Problem |
Possible Causes |
Solutions |
|
Stock-out |
Inventory is not available |
- Do not list backordered items.
- Maintain a minimum threshold of inventory.
- Remove offerings that are consistently out of stock.
|
|
Inventory quantity is not accurate |
- Send inventory update feeds as frequently as orders arrive from non-Amazon channels, up to every 15 minutes.
- Ensure that you process Amazon orders quickly.
- Set aside dedicated inventory for Amazon orders.
- If you use text files, you can simplify inventory updates by setting "update-delete" to partial update, and then use only the SKU and quantity data. The rest of the columns can be left blank.
|
|
Drop-shipper inventory isn't up to date |
- Monitor availability and ship times closely.
- Synchronize your back-end systems to monitor availability and ship times.
|
|
Late shipment |
Product takes longer to ship than promised |
- If you use text files, set an accurate lead-time-to-ship for each SKU.
- If you use the Add a Product feature, use the handling time field for this purpose.
- If you use XML, use the fulfillment latency element.
- Notify customers of any errors as early as possible, and cancel the product or order by default.
- Upgrade automatically to an expedited shipping method if you're shipping an order late.
- Remove offerings that are consistently shipped late.
|
|
Customer missed shipment notification |
- Send tracking information with your fulfillment feed.
|
|
Messy or complicated return |
Your return policy restricts full refunds before 30 days |
- Provide full product refunds for a standard 30-day period.
|
|
Your returns policies are complicated, vague, or burdensome to customers |
- Rigorously review and clarify the language of the returns policy in your online Amazon help pages.
- Streamline and simplify complex returns processes wherever possible.
|
|
Product not as described |
A product image doesn't accurately depict its features |
- Provide clear images at the maximum allowed image size.
- Offer multiple views of a product for thoroughness and accuracy of detail.
|
|
The size or material is different than expected |
- Provide custom sizing charts
- Fully fill out the description and product dimension fields.
|
|
Wrong size or wrong product |
Incorrect product shipped |
- Check your packing, picking, and shipping processes for issues that cause errors.
- Check that your SKU matches to the right product on Amazon.
|
|
Product quality |
Customer not satisfied with product quality |
- Describe your product carefully. Don't use phrases like "high-quality" for a product whose best attribute is its low price.
- Remove products that consistently cause negative feedback.
- Include usage instructions on the product detail page and in shipment.
|
|
Customer service issue |
Customers can't reach your customer service department |
- Make sure that your customer service phone number and e-mail address are correct in your online Amazon help pages.
- Use short, easy-to-type e-mail addresses for customer service.
- Ensure that incoming customer messages are not categorized as spam; adjust spam filter.
|
|
Customers aren't getting timely responses |
- Acknowledge every phone call and email within 24 hours.
|
|
Inaccurate feedback |
Happy customers aren't motivated to leave feedback |
- Send a polite request for feedback to the customer after the shipment has been received. See the Soliciting Feedback topic below for details.
|
|
Incorrect feedback left, such as a single star with a please comment |
- Contact the customer with a polite request to remove the feedback.
|
|
Other |
Customers are unhappy that they were charged for an order before shipment |
- Sign up for the Charge When Ship program
|
