LL - VFI-SCS FBA Amazon Training, Task List,

Amazon Training - (VFI Amz - this store will be changing to SCS)

View training video - https://www.youtube.com/watch?v=x5hxKm3xr9Y&feature=youtu.be

Agent Task List - Steps to Servicing Amazon Customers:

Respond to reviews - listed under "brands" in the dashboard menu
Service Amazon customers via email through HelpScout or directly through Amazon messages.
Responding to Amazon Questions (with Key Words)

Product Reviews - respond to negative reviews
- We only need to respond to negative reviews via the amazon interface. You'll have 2 choices, 1. refund in full or 2. Contact the customer to troubleshoot. The severity of their request will determine which you choose. In either case, we should not ask the customer to change their original review - Amazon can cancel our seller account if we do.

Monitor customer messages (View tutorial) -- Messages" are emails from amazon customers. They are copied from the Amazon Email Box to HelpScout and can be replied to from either place. If you reply from HelpScout you must log in to amazon and click the "no response needed" button on the customer's message. If you reply from within Amazon, then a note should be placed on the HelpScout ticket noting that the reply was made via the Amazon interface.

Amazon Questions

https://the-hero-co-ll.helpscoutdocs.com/article/301-ll-amazon-product-key-words

Other things you may need to help customers with:

1. Refunding Amazon Orders
1. We can CANCEL an FBA order (before it ships) and/or REFUND FBA orders.
2. Refunds should be issued automatically WITHOUT sending return instructions.
3. Asking for product to be returned to (Your Company) is not compliant with Amazon metrics.
4. There are two (2) exceptions to this rule:
  1. If the customer bought a large amount of product and is asking for a refund, it could be a competitor and Amazon should be alerted.
  2. If a customer claims they did not receive the product even though Amazon tracking says they did, you should alert Amazon and you can choose not to issue a refund.
  3. Create a case to alert Amazon (see 3 below)
  4. Processing a Refund
    1. Click on Orders Tab
    2. Select Manage Orders
    3. Enter Order id if available - Amazon Order id looks like - 116-4083457-8753066
    4. If No Order Id, search by email via search bar on right
    5. From the Order Detail screen, select the refund button & follow prompts
    6. Amazon sends a confirmation email to the customer
    7. Notate
    8. See process explanation here: Processing an Amazon refund
5. Placing an Order in Amazon - This procedure is used to send Amazon customers a free product either through a promotion we are running or for replacement if the customer is unhappy.
  1. 1. Log In to seller central
    2. Select the Inventory tab then FBA Inventory
    3. Select the product (Active only - look for out-of-stock alert)
    4. From the drop-down select Create Fulfillment Order
    5. On the next screen, fill in Customer Information for shipping (do not enter an email address)Select "Continue"
    6. Select shipping method - select the least expensive cost shipping method (usually Standard)
    7. Verify your order and customer info is correct, then click the place order button.
    8. See process explanation here: Placing an Amazon order
Confirm any orders that might have been sent by your warehouse vs. amazon when needed (this is rare)
- Confirming Shipped Orders - this process is only for orders shipped from (Your Company) warehouse.
- 1. If you are (FBA) fulfilled by amazon then this isn’t necessary UNLESS there was an issue and you needed to ship/reship from your own warehouse.
    1. Click on Orders Tab then Manage orders
    2. Select Seller Fulfilled Option from Right hand side
    3. Find the order you want to confirm
    4. Add tracking number and shipping information from your warehouse website
    5. Confirm
Create a case ticket for amazon - (This should be done by the Amazon account manager )
- Login to your Seller Central Account
- On the bottom of the page, click “Get Support”
- Click Contact US
- Click on Selling on Amazon
- Click on Your Account -> Other account Issues -> Email
- Fill up the Table then click Send
- To view your previous cases… You can click on “View case log” (seen after doing # 4 above)

See Amazon training breakdowns here: https://the-hero-co-ll.helpscoutdocs.com/category/37-amazon

Managing Orders:

Orders purchased and paid for directly from Amazon.com will be located in the Amazon Seller Central account. These orders will be fulfilled (shipped) by Amazon. An amazon order id will look like this 123-45678-9100000
Amazon considers any customer who originates an order from Amazon.com to be their solely their customer.
We will be allowed to provide service to these customers following the rules listed below. Your service will be monitored by Amazon and must meet strict standards set forth and measured by Amazon.
- We must reply to the customer within 24 hours - no exceptions.
- We should make sure the customer is fully satisfied. Be proactive in offering discounts or refunds. Do not ask them to return items unless they insist to.
- DO NOT email them any links to our websites or other documents. If they ask for something that requires a link, let them know you aren't allowed to send them through the amazon account but if they'd like to send you their person email address you can email them from our regular support email box.

Returns to Amazon - (returns are rare)
1. If they've contacted us for a refund or issue then we'd tell them that there is no reason to return any remaining product (opened or unopened).
2. If they are insistent then any return should go back to Amazon, not our warehouse.
3. To initiate a return they will need to set it up inside their own Amazon account. They can do this by logging in to their Amazon account>Click the Account & lists drop-down, then select "Orders" to initiate a return, or by calling Amz Customer Service.
Canceling an Amazon Subscription
1. If a customer wishes to cancel an amazon subscription they will log in to their Amazon account>Click the Account & lists drop-down, and select "Subscribe & Save Items"

The Difference between FBA, Seller Fulfilled, and Pay With Amazon:

FBA = Fulfilled By Amazon. Our company sends our product to Amazon and Amazon ships it, as well as, allows us to use their site to market our product. We pay Amazon a commission, but the benefit of this is that Amazon is very popular and trusted worldwide, so we have a greater reach. A customer can order via Amazon.Com and their order is shipped from an Amazon warehouse. If they have a prime membership, they will receive expedited 2-day shipping. Amazon considers FBA customers, their own customers, and expects us (the seller) to follow Amazon rules of customer service very strictly.
Seller Fulfilled - Our company product is ordered via Amazon.Com and shipped from our own warehouse. The advantage here is that even though we can use Amazon to market our product and we pay less commission to amazon, we still have to fulfill the orders ourselves, and do several manual adjustments. This can be time-consuming, therefore most companies will opt to go with FBA instead.
Pay with Amazon - Our company product is ordered via our website store and shipped from our own warehouse, but the customer is allowed to access their amazon account via our shopping cart and use the default credit card stored in their amazon account to pay for the order. The advantage here is giving them a way to pay that they trust, like Paypal. Pay With Amazon Orders - Orders purchased from (YourCompanyStore).com using the "pay with amazon" method are always fulfilled by our company warehouse. They have an Order Id generated by the Shopping Cart manager and are visible in that system. Pay with Amazon orders are considered solely (Vitalifi) customers, and follow our company return/refund/guarantee procedures. (We don't offer this at this method time).