Account appeal

Are you taking responsibility for something you didn’t do?

October 28, 2020 Leave a Comment

Amazon said you need to admit fault. But do you really?

By: Jay Morane

“I didn’t do anything, why should I admit that I did?”

In the time I worked with Amazon and while at Riverbend, this is one of the most common statements that I’ve heard from Sellers. It revolves around the mistaken assumption that you have to admit fault when submitting your appeal or Plan of Action. That is not necessarily true.

Don’t take it personally.

Do not take anything that happens with your seller account personally. Everything Amazon does is a business decision. Nobody at Amazon woke up one day and thought “Hmm, let’s get (insert your name here) and ruin their life.” There are millions of sellers on Amazon so most of the actions taken are based on algorithms and automated reviews, there is nothing personal about it.

If you did it, admit it.

If you did what Amazon says, then you need to admit fault. You may not have done it intentionally, but you still did it. Compare this situation to when you get pulled over by the police. They come up to your window and ask you “Do you know why I pulled you over?” They know why they pulled you over, but they want you to admit fault for the situation. You may not have been speeding intentionally, but you still did it. If Amazon takes an action on your account, they know why and they are looking to see what you are going to say. If you are at fault, explain why it happened and how you will prevent it from happening again. There is a difference between guilt and guilt with intent.

Guilt versus responsibility

If you are not at fault, then you do not have to say you are, but you do have to accept responsibility for what happened. After all, it is your account and Amazon feels you should be responsible for what happens with it.

Sometimes it is the little things that are overlooked then the buyer breaks out their microscope and brings it to Amazon’s attention. Buyers have more free time than ever which means they are scrutinizing the items they receive more closely. They are finding the little scratch that was on their new item.

Was there something you could have done to prevent this? Updating the detail page, a better inspection process for condition, or checking for a Rights Owner.

It is tough to accept responsibility for something that may be out of your control. FBA returns going back into sellable, buyer mistakenly thinking something is inauthentic when it isn’t. These situations are harder to appeal because you, as a seller, may not have done anything wrong but because of a bad buyer experience, your ASIN or account is deactivated.

How can you get that account reinstated?

This is where may sellers try to argue principles with Amazon rather than taking responsibility for their account. Don’t. You may be right but the person who reviews your appeal is not the one who is going to say that Amazon was wrong and reinstate your account nor can they change Amazon policy. If you feel that strongly about something, write to Jeff Bezos at his email address. There is a team that actually reads those emails and acts on them. Sellers are deactivated wrongly, it happens more than it should, but arguing that point with Amazon is not going to get your ASIN or Account reinstated.

If you need any assistance with account reinstatement, or anything else give Riverbend a call (877) 289-1017. We are happy to help!

Jay is a strong advocate for the sellers and goes above and beyond to use his skills to help in every way he can. Jay has experience in Amazon Seller Support/FBA as well as the Amazon Account Health Team. There he worked with sellers to assist them in understanding the metrics and policies related to their Account Health as well as assisting them with reinstatement. Jay enjoys spending time with his wife and has been known to tell Dad jokes on occasion.

New alerts from Amazon might mean you need to appeal.

October 22, 2020 Leave a Comment

Restricted Products – Should You Appeal? In one word – Yes!

By: Cathy Ceely

Does this mean you should appeal all Restricted Products warnings and product eliminations?

No, of course not.

The majority of Restricted Products enforcements will correctly remove items that are not allowed to be sold at Amazon.

Although sometimes these enforcements can be wrong.

Therefore giving you the chance to have an appeal.

What Restricted Products enforcement may be successfully appealed?

Here are some examples:

Commonly sold over-the-counter products are wrongfully suspended as a ‘prescription required.’
Item supposed to contain restricted ingredients, but do not.
Amazon says item is professional use only medical devices-but items are not

How do I appeal Restricted Products enforcement?

Don’t delete your listing. Even though the notification from Amazon says that sellers should delete listings and recall FBA inventory. That should only be done if an appeal is unsuccessful.
Take a hard look at the detail page and product itself before you appeal. Just because a similar product is still live at Amazon doesn’t mean your item should be returned.
You know that your item is allowed to be sold at Amazon? Then you will need to create a case with Seller Support to provide the information and proper documents.

How do I prevent Restricted Products enforcement?

Amazon expects sellers to know and follow its rules and policies for selling on the site.
Check and double-check Amazon’s policies on Restricted Products in Seller Central before listing a new item.
If you’re unsure if your item should be listed at Amazon –don’t list it.

Do you need help with a Restricted Product issue? Contact Riverbend Consulting by email or by phone (877)289-1017.

Cathy utilizes 20 years of Amazon experience to advocate for sellers. She has extraordinary knowledge regarding Amazon selling policies and seller enforcement. Cathy was a founding member of the Amazon Executive Seller Relations and Product Quality teams, and Operations Manager for Seller Performance in Seattle. She was a Senior Program Manager with the Marketplace Growth team (now Strategic Account Services). Cathy has raised, trained and shown champion Doberman pinschers for 40 years.

Think like Amazon – prioritize the buyer experience

June 26, 2020 Leave a Comment

Customer service, insert cards and avoiding suspensions

By: Kayleigh Cockerill

“Amazon aims to provide an excellent buying experience for all of its customers.” If your ASIN has ever been suspended for a single complaint, you know this to be true. Amazon will oftentimes side with an unsatisfied buyer, even if a seller has processed hundreds of sales with a perfect track record. In the world of Amazon, the buyer experience is paramount. This platform gives customers multiple opportunities to express their dissatisfaction through Buyer-seller messaging, returns, product reviews, feedback, and the dreaded chargebacks and A-Z claims. Furthermore, customers are more likely to leave a review for a negative experience than they are for a positive experience, making it much more likely to hear from all your dissatisfied buyers. So how can you, the dedicated seller, prevent a small buyer issue from turning into an ASIN or account suspension?

Buyer-Seller Messaging Service

MFN Sellers know how critical Buyer-Seller Messaging is in resolving buyer complaints. Before leaving a negative review, buyers often try to resolve their issues with the seller directly. A delayed response or poor resolution will frequently lead to negative feedback, a chargeback, or A-Z claim. Too many of these and your account is at risk for being suspended for a High Order Defect Rate.

To mitigate this from happening, here are some helpful tips:

Designate an employee with strong customer service skills to handle Buyer-Seller Messaging. If you are a one-man operation, block off time and dedicate it to communicating with your buyers. Prioritize your customer service; don’t let it be an afterthought. Many sellers forget these communications make up their Customer Service Rating. Amazon surveys buyers who contact sellers via buyer-seller messaging asking, “Did this solve your problem?” Yet, another opportunity to rate their experience.
Check and respond to buyer messages regularly – ideally once in the morning and once in the evening. Buyers value a quick response, a fast resolution, an apology (if necessary and even if only for their inconvenience), and a follow-up message to ensure the issue is resolved.
Create template responses that require minor personalization, like the customer’s name. This will cut down on your response time and allow you to give each buyer a helpful, friendly, grammatically correct, and complete message every time.
Always give the buyer the benefit of the doubt and ask the buyer what resolution would be satisfactory. You have every right to ask for photos if the buyer is willing to keep a defective item at a discount. But decide ahead of time if the extra steps add value to your resolution or if the buyer is even willing to take a partial refund.
Follow through on your agreed-upon resolution quickly. If you wait to process a refund you’ve promised through Buyer-Seller Messaging and it is not issued quickly, impatient buyers will file a chargeback or A-Z claim.

Never ask a buyer to remove negative feedback or incentivize them to leave positive feedback. This is a violation of Amazon’s Code of Conduct and can lead to account suspension. Therefore, never direct buyers to a site outside of Amazon. For obvious reasons, Amazon wants to keep all traffic within its platform. Don’t forget, Amazon has visibility to all buyer-seller communications so follow all rules and policies without fail.

Insert Cards for MFN orders

Insert Cards prompt buyers to contact a seller directly in case there are problems with their order. Language like Happy with your product? Things not going as planned? Problems with your order? followed by your store’s email address and phone number encourage buyers to contact you if they have issues with their order. Instead of contacting Amazon, you become the first solution they are presented with. If you sell in a category where buyers often order the wrong item for their needs, like automotive parts, this tool can make the difference between an ASIN suspension for condition and a replacement product or discount.

As with buyer-seller messaging, the insert card cannot direct the customer to a site outside of Amazon, incentivize the buyer to leave a review or ask for only positive reviews.

In conclusion, prioritizing the buyer experience will decrease your incidents of negative feedback, poor product reviews, chargebacks, and A-Z claims. Not sure how you’re performing in these areas or need advice on specific problems your store faces? The Riverbend team regularly assesses and consults with sellers on these very issues and more. Let’s talk 877-289-1017 or visit our website.

Consultant Kayleigh Cockerill, relentlessly fights for clients with suspended Amazon accounts. With a degree is in Criminology and Criminal Justice, Kayleigh is inquisitive, process-oriented and pays close attention to detail. When she isn’t being a superhero to Amazon sellers, she enjoys crafting, reading, baking, taking voice lessons or participating in races and obstacle courses.

Should I hire an ex-Amazon employee to write appeals?

June 18, 2020 Leave a Comment

Amazonians can provide excellent insights – if they are real and relevant

By: Lesley Hensell

Writing Amazon appeals requires a special set of skills. Persuasive, clear prose helps. Responsiveness and attentiveness to the client are a plus. But more important than anything else is a true understanding how Amazon works for and with third-party sellers. Who embodies this last set of skills? The best candidates are ex-Amazon employees and long-term Amazon sellers.

When we launched Riverbend Consulting, our team included two Amazon sellers and one ex-Amazonian. Since that time, we’ve dramatically grown our ex-Amazon staff. Today, we have eleven Amazonians who fill consultant and analyst positions.

Fake Amazonians everywhere

Unfortunately, we’ve noticed an ugly trend in our industry. Many consulting firms are claiming to have ex-Amazon employees on staff – when they have only one or none at all. If you want an edge with your account or ASIN appeal, you’re better off with a firm that has real Amazon knowledge in-house.

Here are some strategies to be sure you’re getting the expertise that you have paid for:

Check the web site. Companies that have real Amazonians on staff advertise it on their team page. Ex-Amazon employees are a valuable asset, so their bios will be included as well.
Ask questions. If a firm claims to have ex-Amazon employees, ask for names and details. Confirm they actually work at the company full-time and aren’t simply a name used to draw in business.
Determine their departments. For straight-up appeal writing, a team that includes Seller Performance and Seller Support experience is your best bet. Those with knowledge in other areas could be helpful for long-term account management and performance.
Find out how long they’ve been gone. Processes and people change continually at Amazon. This makes more recent experience critical. While knowing the “Amazon way” of thinking and working is incredibly valuable, at least a few employees should be more recent Amazon team members to ensure fresh, relevant knowledge.

What can ex-amazon employees do for you?

At Riverbend, our ex-Amazonians hail from a wide range of departments: Seller Performance, Seller Support, Account Health Services and AWS.

Should I hire an ex-amazon employee to write appeals? Our Seller Support pros know strategies for ungating issues, catalog folks don’t. Our Seller Performance team members understand nuances of the appeal process unlike anyone else. Likewise, our Account Health Services employees provide great feedback on how sellers can extract information about their accounts.

Amazon can be quite siloed. Employing experts who have worked in many of these silos gives us access to a broader range of information and strategies to help our sellers solve their ongoing challenges with Amazon. Best of all, we are well-equipped to provide prophylactic strategies that head off problems before they occur.

When a client has a question that one of our team members cannot answer, it goes into the company chat. Chances are, one of our ex-Amazonians knows the right information – or how we can get it.

What’s more, not every employee can be an ex-Amazonian. But we have enough Amazon knowledge in-house that our non-Amazon staff receives extensive training and mentoring from those who spent time at Amazon. It makes for a great mix of consulting know-how, people skills and domain expertise. So, should you hire an ex-amazon employee to write appeals? We think so!

Have questions for our team? Let’s talk 877-289-1017 or visit our website.

Lesley is co-founder and co-owner of Riverbend Consulting, where she oversees the firm’s client services team. She leverages two decades as a small business consultant to advise clients on profitability and operational performance. Lesley has been an Amazon seller for almost a decade.

What is the Amazon Captive Team?

May 22, 2020 Leave a Comment

When Seller Central isn’t helping, there is another option.

By: Caitlyn Way

Working through issues in Amazon Seller Central can be exhausting.

It is not uncommon to run into issues in Seller Central. From inventory issues, technical errors, or listing problems that only Amazon Employees can fix. You can find yourself in an endless loop of phone calls, emails and unanswered questions. The Amazon Captive Team is exactly what you need to get over this hurdle.

The Amazon Captive Team?

Amazon Seller Support Captive Team is a team of internal Amazon employees that have access to tools and knowledge that not all front line or partner associates have. There is a common misconception that all Captive associates are North American based. This is not true as a large majority of Captive Amazon Seller Support Agents are internationally based in India, Costa Rica, North America and the UK.

Escalating Cases

If you continue to have issues, even after working with a member of the Captive team, never be shy to “escalate” an issue.

Escalating the issue can do two things:

It will bring it to the attention of the direct manager (or advisor, they will refer to themselves as a member of the ‘Amazon Leadership Team’) who will hopefully be more knowledgeable and retain the case until it is resolved.
It can eventually be transferred, if necessary, to the Amazon Escalations Team. This escalations team is a highly trained, typically North American Captive Team, who will resolve the issue at hand or bring it to the attention of the appropriate internal team. Escalation associates are specifically trained to handle aged and more complicated issues that have fallen through the cracks of the front-line agents

How do I contact the Captive Team?

You can open an email case with Amazon Seller Support here.

However, please note that this is one of the slowest ways to receive support, especially during the COVID-19 pandemic. Once your case is created, request that it be transferred to the Captive team. This may take a few attempts. Another, faster option is to request phone support.

What is the Seller Support phone number?

Unfortunately, there is no direct phone number for Seller Support. The best way to contact Seller Support by phone is through your seller account and requesting a contact.

To do this, follow the instructions given below:

Step 1: Open the Contact us page of Seller Central at this link.

Step 2: At this page, it is important to first choose what your problem is associated to. You will normally see two options:

Selling on Amazon – Select this option if you have queries related to selling or listing on Amazon.com.

Advertising & Stores – Select this option if you have questions related to sponsored brands, stores or sponsored products.

Step 3: The next page will be a list of common issues and questions. Choose your concern from this list, or select ‘Other Issue.’

Step 4: This is where you can create either an email, phone, or chat-based case. For these purposes, select ‘Phone.’

Step 5: Enter your phone number, select whether this issue is urgent, and then include a short description of your issue. Whenever you contact seller support, it is important to address each concern separately and clearly. This will ensure the fastest resolution and the least amount of pushback and confusion.

Step 6: Select the ‘Call Me Now’ button. You will be in the queue for a phone call right away. Be prepared to be on the phone. Have your Seller Central account open, your account details and billing information handy as the associate on the other end of the phone may ask you for it.

Step 7: Request to be transferred to the Captive Team.

Have questions about your Amazon seller account, the Riverbend Consulting team is ready to help you. Let’s talk 877-289-1017 or visit our website.

Caitlyn Way provides support to our clients and our operations team. She creates meaningful monthly reports that help us identify trends in client accounts. In addition, she helps manage workflow and ensure everything runs smoothly. Cait spent two years in Amazon Seller Support, where she specialized in feeds, variations, escalations, product compliance and gating. In her off time enjoys baking and exploring with her two daughters.