Guest post by David Willy
Although Amazon is at the top, they can’t oversee the counterparts chasing them. The $1 trillion valuation mark is not something they took for granted; it is something they have been striving right from the go, the time when they kicked off as online bookseller back in 1995.
Since then many policies have changed as they were the need of the hour but what has always stayed with them is customer’s satisfaction as a priority.
The prime example of Amazon taking customer worth to the next level is the Amazon CEO Jeff Bezos always setting up an empty chair during the meetings with the top brass of the company, and he refers that empty chair as a “customer’s seat”.
By doing so the Amazon boss symbolises to his team that the customer is an integral part of their success — and they can’t go even an inch without them.
The Amazon buyer-friendly attitude even annoys the sellers at times, but that isn’t hurtful for them at the moment. The same goes for customer complaints as the seller is taken as a defaulter in the first place and no probe into this matter is made (at least what it seems to be).
Safety concerns and inauthentic complaints
These complaints leave sellers itching their head with uncertainty even if they fit each piece in jigsaw rightly as it’s like impossible to have happy customers all the time.
If it isn’t your day, you shouldn’t be surprised if you come across a customer who alleges you of selling substandard, fake expired or even rotten products.
Even if you are the manufacturer and know it’s all original backed with the finest quality you have no way out other than humbly dealing with it.
In case you directly get reported or referred to Amazon Customer Service (CS) things are going to turn even worse for you as what you are going to be informed by the CS is it’s some unnamed safety concern.
One thing is for sure you don’t get much detail about the complainant or the safety concerns lying with your product. You can’t be sure whether it’s a fair call or an inauthentic complaint, but what all you can do is be as quiet as a mouse.
Is Amazon using bots or algorithms?
Every seller experience has its own view about the Amazon CS team and many of them aren’t sure how to cater to the CS team.
Many of the sellers allege Amazon of getting insufficient proofs from the buyer side before taking up seller guilty.
In some of the cases, it is even told that the sellers are warned about the safety concern of a product which they last sold 3-6 months back.
It adds more to the seller’s confusion about Amazon CS being driven by bots and algorithms that makes things messed up at times.
It is pertinent to mention here that Amazon even keeps the manual outreach to all the complaints reach out them whether they be in the written email form.
What the fake product tag stands for?
If you’re a new entrant on Amazon as a seller, then the fake product tag might give you sleepless nights, but if you are working for quite some time, it’s something that won’t bother you much.
Even Amazon is aware that when customers actually refer to a product as a fake one, it is anything that falls below their expectation.
The fake product in the first place doesn’t mean you’re a culprit, most of the times it gets on as the buyer has high expectation from that product and it failed to serve it rightly.
Amazon authorities know it very well, and they ask you up normally under the fake tag as they do it in the case of the damaged product or the one bearing safety concerns.
How should sellers respond to customer complaints?
‘The customer is always right”. As a business owner, you need to practice it every now and then and even when it isn’t your fault and customer has knocked your door for a complaint.
You need to keep your communication as accurate as a sales pitch guy, one step wrong and it all gets finished. Act in a meek and mild way rather than trying to countering yourself with proofs or any logic.
Things which might turn customers around and make them knock the doors of Amazon customer service are if you are not listening up the buyer complaint or apologising about it.
So you need to keep checking on your emails frequently to make sure you do not miss any customer complaints reaching your end.
1. Keep invoices along with you
If that has got to the extent that Amazon CS has given you a warning over the customer complaints. The warning issued maybe because of selling substandard quality products or even be termed fake by the customer. In counter to that what all you can do is make sure you have invoices record with you so you could be able to inform the CS team that your inventory is authentic.
2. Actually, the buyer isn’t against the seller
If all that has made you think that buyer is a seller’s worst enemy in case of the complaints to Amazon team, you seriously need to rethink as most of the time buyer is ignorant enough to directly contact you in case of any issue with the product rather than complaining it with the Amazon authorities.
It should also be kept mentioned here that when you have even slightest doubt about negligence from your end try to settle that up when he reaches out to you.
Following that you can offer a refund or other benefits to the buyer as well even if it harms your pocket a bit.
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