Today’s webinar features a variety of answers to Amazon seller questions on topics related to suspensions, FBA fees, FBA shipping, listing issues and general selling.
Answers to Amazon Seller Questions - Suspensions: Why I Got This Suspension Letter
Regarding the first of our answers to Amazon seller questions, the seller opened an account and immediately received a letter indicating seller verification information was required for security.
Our response: this validation measure is likely to help protect sellers against counterfeit sellers, BUT make sure it legitimately came from Amazon and don’t divulge your account info until you do. Otherwise be patient and persistent; contact Amazon daily to assure the issue is moving to resolution.
Answers to Amazon Seller Questions - FBA Fees: Incorrect Dimension Override By Amazon When They Received Seller’s Shipment
Regarding this second of our answers to Amazon seller questions, the seller claims Amazon FBA mistakenly changed dimensions on 30 SKU's (about 150 individual products) to nearly 500x the actual dims, resulting in pick and pack charges over 7 times the proper amount. He contends that he may encounter delays for which he is not at fault. His questions concern whether he is being charged a daily rate for storage on these items, does he really need to pull all of that inventory stored at Amazon back to his location, and whether any other sellers have encountered problems with getting refunded for over-charged pick-and-pack fees and storage fees. He also asks if Amazon will charge him oversize fees on the returns that they are requiring and now prepping. He is frustrated that Amazon can't simply pull the product and weight/dim it themselves, or that they can’t simply look at a "history" showing the dimensional changes.
Our response: ask for a “Cubiscan.” A cubiscan would result in the correct Amazon team handling the issue – just a point for future consideration. In the meantime, yes, you could be charged daily storage fees. Open a case with Amazon asking for your money back. They should look into it and adjust the rates, but it takes time. As long as you pleasantly push them, they usually come through in the end. We don’t think you’ll have to have the merchandise sent back to you if you spell out the issue in your case and specifically ask for the cubiscan.
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Answers to Amazon Seller Questions - FBA Shipping: Can we now use FBA for International Sales?
Regarding the third of our answers to Amazon seller questions, the seller received an email from Amazon indicating he can use FBA for the North American Unified Account and notes that the only way to do this before was via “seller fulfilled.” He wants to know if the FBA products will still ship from the USA warehouses and, if so, will Amazon file the export paperwork themselves?
Our response: No. You can build your listings for FBA products but you still would have to ship your FBA inventory to those specific warehouses in those country in order for it to be available through the FBA program. The exception is the “FBA Exports” program wherein you can sell and have Amazon ship to customers in other countries but your product must qualify for the program and meet any related restrictions. If you sell in the EU, via a unified account, to one of the 5 European marketplaces (UK, Spain, France, Germany and Italy. Amazon has tools that enable you to translate information related to your product to each of those marketplaces. For these circumstances, you have 3 FBA options. The EU is set up to transfer across borders very easily. For more information on this see our “How to Start Selling in Amazon Europe” webinar.
Answers to Amazon Seller Questions - Listing Issues: Ghost Item Haunts Listing
Regarding the fourth of our answers to Amazon seller questions, the seller is listing an item that has not been sold on Amazon in quite a while but notes that the expired listing for the item is the one that still appears as the main item, while his listing and photos are linked off of that as “also available from these sellers.”
Our response: open up a case with Amazon asking them to fix this listing. Give a reason why. In this case your concern regards images, so if you’re images are superior, mentioning that should be enough. Any links you can provide to the website of the actual brand owner of the product you are selling will help. You will have to step through the change process separately for each individual item, filing a separate case for each in order to assure all are done correctly. If you happen to be the brand owner or have an exclusive agreement to be the seller of this product, you can apply for the controls available through brand registry. Attaining the Buy Box also gives you great control over the product.
Answers to Amazon Seller Questions - General Selling: Frustration Over Refunds Made Ahead of Receipt of Returns
Regarding the fifth of our answers to Amazon seller questions, the seller vents that refunds should not be processed until the return of the items to the warehouse is confirmed.
Our response: remember that the purchaser of your product does not receive their refund until the status indicates that the product has been received by Amazon, or at least some indicator that the product is in the process of traveling back to Amazon. As soon as the return is initiated, Amazon will take the funds out of your seller account and hold them in reserve until the return process is completed, giving the purchaser up to 45 days to return the item, before refunding the purchaser.
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