LL - Handling Amazon Customer Requests

Amazon Customer Service Requests:

Monitor customer requests (Messages Tab in the Seller Central Account)

Understand Amazon requirements

1. All service requests from an Amazon customer must be replied to within 24 hours. This includes replying to ALL requests, even those that do not appear to need a reply. For this reason, we set up an auto-reply in our email account ensuring everyone gets an immediate reply. This is a loophole because Amz does not monitor the content of our reply, only that we send one w/i 24 hours.

2. No Response Needed Emails - If you are replying from the company CRM (HelpScout) and the customer message does not require a response, you will need to log in to the Amazon Seller Central account, access the Messages section, and mark the message as "No Response Needed ". That way it does not negatively affect our customer service response metrics.

3. No Phone numbers, links, or URLs should ever be included in an email to an Amz customer. Communications to Amazon.com customers should never contain any email address, web link, or phone number that might lead the customer away from Amazon.com (only amazon contact information and amazon URLs are allowed).

3.  Honor the Guarantee:  Amazon orders are covered by both the VFI/SCS guarantee and the Amazon 30-day A-Z Protection Guarantee.

1. Usually, the customer will send us (the seller) a message through their amazon account and their message will arrive for us in the Seller Central Account/messages section. 
2. These "Messages" will be copied to the email manager (HelpScout).
   1. Occasionally, a message may not arrive in HelpScout (tech issue) -  for this reason, it’s a good idea to always check the messages section in Amazon. As mentioned previously, you have the ability to respond via the Messages section and notate the HelpScout ticket.  if you notice tickets aren't arriving in HelpScout make sure to reach out to a manager who can double-check the internal process to see why a message didn't arrive in HelpScout.
3. ALWAYS provide a response to customers w/i 24 hours, this is measured by Amazon and affects our Account Health. NO exceptions to this rule.
4. Satisfy the Customer Request ASAP - Always assume the customer has good intentions and work to resolve their need immediately. No questions, no hoops to jump through, no multiple emails, etc. Just fix the issue. It is OK to be proactive and offer discounts/partial or full refunds when needed. We do not send return instructions or require the customer to return product. 
   1. Amazon expects us to do exactly what the customer wants.
   2. People usually only contact us with issues, so we either send a replacement or refund (whichever the customer indicated).
   3. It is NOT recommended to refer them back to their Amz account if they reach out about a product issue. Just resolve the issue asap.
      1. Exceptions to this rule are: 
         
         1. If the customer insists on returning a product they will have to do that through their own amazon account. 
         2. If the customer wishes to cancel or change a subscription they will have to do that through their own amazon account. 
   4. Never include external contact info in emails.
      1. Do not include any links, attachments, alternate email addresses, or phone numbers from our company in your email communication with an Amazon customer. 
      2. You can only provide phone #'s and links to Amazon. 
      3. Amz considers this trying to lead the customer away from Amazon and will “fine” you via your account health. *
      4. Any customer who originates an order via amazon is considered an amazon customer.
      5. If a customer is seeking educational material from our company, you can ask them for their personal email address so we can send it there, as we are not allowed to send them any links through their amazon account. Once you have their personal email, you'd email them through the regular support inbox (not the HelpScout Amazon email box). Ask a manager if you need help with this. 
   5. If a customer emails us with positive things to say about the product, use the "positive seller feedback" process, which asks them to leave a review. (edit the email to remove mentions of "seller feedback"). 

   Email Sample: Service Issue or customer requests a refund 

   Dear Customer,
   I’m sorry to hear about (issue) with (PRODUCT).  Please be assured that your order is covered by both the SunCoast Lifetime guarantee and the Amazon 30-day A-Z Protection Guarantee. 
   I have already issued you a full refund in the amount of (xxx). There is no need to return your product, please dispose of it as you wish.

   Thanks again for contacting me about this issue. If I can be of further assistance please let me know. Again, I'm sorry the product didn't work out as you'd hoped.