Handmade FAQ (Frequently Asked Questions)


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Hey Artisans,

Below is a list of questions that are asked often. Hopefully listing some general answers for them can help keep our front page fresh.

While we try to make our platform available for use with all the different configurations of hardware and software, we have found that Seller Central works best when using a desktop/laptop and Mozilla Firefox.

+Please note that the following is not to be used as binding Amazon policy. We moderators are here to help you navigate Amazon’s rules. We do not create them. Please reach out if anything in this FAQ becomes outdated or incorrect.+

Registration and Account Management

+Why can’t I list a Handmade product?+

First, make sure your application has been approved. After submitting your application, our team will inspect it to make sure you are a good fit here at Handmade. We try to respond to every application within 2 weeks from its submittal.

Once approved, you will receive an email entitled ‘You’re Invited to Register’. This email will include a one time use link enabling you to create a new Handmade at Amazon selling account, or add Handmade to an existing selling account. If you encounter any issues with this process, please [contact us|https://sellercentral.amazon.com/hz/contact-us?encoding=UTF8&ref=ag_contactus_shel_xx]

+I have registered successfully for Handmade. Now the banner isn’t there/disappeared, and I can’t access any Handmade features.+

It is possible that you are switched to a different marketplace (CA, MX, Amazon Payments, etc.). This can be checked by navigating to your Seller Central Home page. Near the top right, just to the left of the Search bar, is a drop down menu. Ensure that ‘www.amazon.com’ is selected and a mini American flag is displayed. If both of these are true, and you are still unable to access your Handmade features, please [contact us|https://sellercentral.amazon.com/hz/contact-us?encoding=UTF8&ref=ag_contactus_shel_xx]

+How do I close my account?+

Please reference [this|https://sellercentral.amazon.com/forums/thread.jspa?messageID=3609531#3609531] post for a thorough understanding of how to close your account.

Adding a Product and Product Details

+There is no category for my product, where do I list it?+

Currently, there are 11 main categories open for listing.

  • Baby Products (Bedding, Décor, Toys)
  • Electronics Accessories (Mouse Pads, Sleeves, Cases)
  • Handmade Hair Accessories (Headbands, Pins, Wigs)
  • Handbags & Accessories (Hats, Gloves, Handbags)
  • Home & Kitchen (Artwork, Candles, Aprons, Stationery)
  • Jewelry (Earrings, Necklaces, Bracelets)
  • Lighting (Wall Fixtures, Lamps, Outdoor Lighting)
  • Luggage & Travel Accessories (Messenger Bags, Money Belts, Tie Cases)
  • Outdoor & Patio (Garden Signs, Bird Baths, Flower Pots)
  • Sports & Recreation (Kites, Camping Gear, Swings)
  • Toys & Games (Rattles, Puzzles, Dolls)

If your products comfortably fit into one of these main categories, you may list it in the closest subcategory. Otherwise, we ask you to hold off on listing it until the proper category is opened up. Some categories we are working on include Apparel (clothes, shoes, baby apparel), Beauty & Personal Care (soap, lotions), and Digital Downloads as well as others.

+Where can I suggest a category for you to add?+

On your ‘Add a Product’ page, click through to a finished sub-category. There will be a link for you to suggest a category.

+I see items for sale in a category they don’t belong.+

You may use our ‘Report a Violation’ tool for any listing violations you see. This process is found [here|https://sellercentral.amazon.com/gp/help/help.html/?itemID=201707120&ref_=ag_201707120_a_r2_cont_sgsearch].

+What is a Private Listing, and how do I set one up?+

A private listing is an item that can only be viewed and purchased by entering the item’s specific URL. This is a great option for custom items that you might not want to add to your product line, but will provide for one customer.

You can set this up when your are in the ‘Add a Product’ stage. Under ‘Additional Info’, there is an option for ‘Private Listing’. Clicking this option to ‘Yes’ will make it so this product is not searchable to buyers and the only way for someone to buy it will be for you to send a direct link through our Buyer/Seller Messaging system.

+Can I sell non-Handmade products with this account?+

Of course! To do this, navigate to your ‘Add a Product’ page. Near the bottom will be a link, ‘Not listing a Handmade product? Change category’. Please remember that we are waiving your $39.99 monthly fee provided you sell fewer than 40 non-Handmade products in a given month.

+Can I use HTML/page breaks in my product description?+

Currently, our policy only allows HTML line breaks to be in your product description. [Here|https://sellercentral.amazon.com/gp/help/help.html/?itemID=200390640&ref_=ag_200390640_a_r18_cont_sgsearch] is the page on our Detail page rules. It states, Do not include HTML, JavaScript, or other types of executables other than break ( text (without the quotes)) in your detail pages. You can use break to provide the necessary line breaks when providing the description.’

+I have heard that my metrics will suffer if there is extensive Buyer-Seller messaging, but I need it to run my business.+

While there is a metric attributed to Buyer-Seller Messages, it is not a measure by which your account can be negatively affected. For non-Handmade sellers, Buyer initiated messages are a bad thing. They take away productive time from stocking, purchasing, and other high volume related tasks. This metric is provided for them to identify problem products/descriptions that are requiring more customer contact than necessary.

We understand that these messages are necessary for many Artisans. That is why this metric is purely informational, not punitive. The main metrics you need to meet as found at the bottom of [this|https://sellercentral.amazon.com/gp/seller-rating/pages/account-health.html/ref=ag_srcusmet_anav_srnavbar] page are:

  • Order defect rate: < 1%
  • Pre-fulfillment cancel rate: < 2.5%
  • Late shipment rate: < 4%
  • Valid tracking rate - all categories: > 95%

+I uploaded my images, but they don’t show up on my listing.+

Most images will load within 15 minutes, though occasionally, it may take up to an hour. If it has been over 1 hour, try uploading the image again. If it has been over 48 hours, and you’re still encountering an error, please [contact us|https://sellercentral.amazon.com/hz/contact-us?encoding=UTF8&ref=ag_contactus_shel_xx].

+My images load sideways. Help!+

There are a few reasons this may happen, mainly if the images are taken on a cell phone. The best way to fix this will be to use a basic photo editor, such as Microsoft Paint, change the orientation of your photo back and forth, then save it as a new file.

If you are using a Mac, and your images are still uploading sideways, then we recommend using an online editor such as Picasa to edit and save your images. If these steps fail to work, please [contact us|https://sellercentral.amazon.com/hz/contact-us?encoding=UTF8&ref=ag_contactus_shel_xx].

+My Images fail to upload.+

There are a few troubleshooting steps we can take to solve this.

Ensure that you are using Mozilla Firefox as your browser. We have noticed the fewest number of errors when this browser is used.

Make sure they meet or exceed the required pixels. This can be checked by right clicking the image, clicking ‘Properties’, and navigating to the ‘Details’ tab.

  • Profile Picture - 200 x 200 pixels
  • Storefront - 1200 x 350 pixels
  • Additional Store and Product Images - 500 x 500 pixels
    A few other steps you can take to ensure a successful upload would be to make sure your Internet connection is stable, using a wired connection if you are able. Also, if the image is very large (more than 2 MB) try compressing it. If you are still having issues, please [contact us|https://sellercentral.amazon.com/hz/contact-us?encoding=UTF8&ref=ag_contactus_shel_xx].

+Can I bulk upload my products?+

Currently, Handmade at Amazon does not have the ability to mass upload items. Recently, we debuted a new feature to copy listings. The steps to copy a listing are listed at the bottom of [this help page|https://sellercentral.amazon.com/gp/help/help.html/?itemID=201817280&ref_=ag_201817280_g_r1_cont_sgsearch]

+I am out of inventory on a product, or don’t want to sell it currently. I may want to sell it again in the future. What should I do?+

If you are certain you will never sell this product again, we recommend you to delete the listing. If you think you may sell it again in the future, we recommend you switch the inventory to ‘0’

+Style Keywords and Search Terms+

Please reference [this post|https://sellercentral.amazon.com/forums/message.jspa?messageID=3392938#3392938] for an overview on how to fill these fields out.

+Where can I see how many page views my product has received?+

You can view this in your Business Reports. After placing your cursor on ‘Reports’ near the top of your Seller Central page, click on ‘Business Reports’. Then click on the titles on the left, specifically those ‘By ASIN’ to view page views/sessions by item. Here is the [FAQ|https://sellercentral.amazon.com/gp/help/help-page.html/ref=ag_28761_cont_scsearch?ie=UTF8&itemID=28761] and [glossary|https://sellercentral.amazon.com/gp/help/27691/ref=ag_27691_cont_28761] for the Business Reports.

+What about my prices? Can I have lower prices on my own website?+

According to the [Business Solutions Agreement Section S-4|https://sellercentral.amazon.com/gp/help/help.html/?itemID=1791&ref_=ag_1791_a_r2_cont_sgsearch], the total price for your product on Amazon.com must be equal to or lower than the total price for your product on all other websites.

+I’ve read that by uploading my items, I am giving you license to reproduce them. Is this true?+

The licensing rights you grant us according to [Section 4|https://sellercentral.amazon.com/gp/help/help.html/?itemID=1791&ref_=ag_1791_a_r2_cont_sgsearch] of our Business Solutions Agreement applies to ‘Your Materials’ only. These are defined in the glossary below as +all Technology, Your Trademarks, Content, Your Product information, data, materials, and other items or information provided or made available by you or your Affiliates to Amazon or its Affiliates.+ Simply, this licensing allows us to market your products on our various marketplaces by utilizing your Product Image, Title, and description.

Accordingly, the [Handmade Category Terms |https://sellercentral.amazon.com/gp/help/help.html/ref=ag_201853160_cont_521?ie=UTF8&itemID=201853160] have been updated with a section specifically on Intellectual Property.

+Is there a character limit to my Product Titles?+

Yes. There is a 100 character limit (including spaces) to all Handmade listings.

Shipping Questions

+How do I set up my Shipping Settings?+

[This help page|https://sellercentral.amazon.com/gp/help/help.html/ref=ag_201714080_bred_201714100?ie=UTF8&itemID=201714080] goes into quality detail on setting up your shipping settings. A few basics, when your account is created, Amazon sets up a default shipping cost for all of your items. You have the option of setting up your shipping charge by a Weight or Price Banded model. The help page linked above has more details.

+Can I set up different shipping rates for each item?+

Currently, there is no basic way to do this. We are in the process of rolling out new shipping settings with this feature, but there is no timeline on when it will be available to Handmade sellers. There is an advanced method to do this by setting up a Shipping Override. [Here|https://sellercentral.amazon.com/gp/help/help.html/?itemID=13531&ref_=ag_13531_a_r1_cont_sgsearch] is the help page that goes into more detail on this process.

+Can I include my business card with my shipment?+

From our [Handmade Style Guide (Page 22)|https://images-na.ssl-images-amazon.com/images/G/01/SellerCentral/help/Handmade_Getting_Started_Guide.pdf]:

• Do not include any promotional or marketing information in your messages to customers that contains links to non-Amazon websites or display logos that contain links to other websites.

• If you include a business card or any print material with your packaging, you will need to update your materials to include your Amazon Artisan Profile URL to drive more customers to your storefront.

+What about Fulfillment By Amazon (FBA)?+

[Here|https://sellercentral.amazon.com/gp/help/help.html/?itemID=201817680&ref_=ag_201817680_g_r1_cont_sgsearch] is the main Handmade help page that goes over FBA. It contains many helpful links to learn more about this service.

+Can I list my items with Customizations with FBA?+

As your customizations will not create a new ASIN (product identifier), you will need to create a new listing for each item you wish to list with FBA. According to the [FBA FAQ| https://sellercentral.amazon.com/gp/help/200146920] you may have your product fulfilled by both FBA and yourself.

+I am confused by the Expected Ship Date given, it doesn’t appear to be accurate.+

Your Expected Ship Date comes from the Production Time you entered when you added your product. As we know this time can vary, we put your number into a preselected range. Some of these ranges are 1-2, 6-10, and 23-30. There is no way to alter the range we display.

Your expected ship date comes from this range. For example, if you input a production time of 8 days, our system will tell the customer that your product will take 6-10 days to create. And our system will give you the full 10 days (minus weekends) to create and ship your product before marking it as late.

While we show the earliest Expected Ship date on your general Manage Orders page, the latest Expected Ship date will display on the specific Order page (reached by clicking on the Order #). This latest date is the one you are required to meet to avoid any hits on your metrics. You can find confirmation of this by clicking on ‘Performance’, then ‘Late Shipment Rate’, then the little ‘?’ right next to it. [This|https://sellercentral.amazon.com/gp/help/help-popup.html/ref=ag_201612800_cont_srcusmet?ie=UTF8&itemID=201612800&language=en_US#] page will pop up confirming that ‘an order will now be considered late if shipment is not confirmed by the expected ship date’.

Occasionally, the expected ship date may differ from what is expected. This could be due to the time the order was placed, the date, as well as the presence of a 2-day/expedited shipping options.

Returns

+What is the return policy for Handmade at Amazon?+

[Here|https://sellercentral.amazon.com/gp/help/help.html/?itemID=201817830&ref_=ag_201817830_g_r1_cont_sgsearch] is the main page that goes into detail on our Handmade return policy. In short, non-customized items will need to abide by Amazon’s 30 day return policy. Customized products (near impossible to re-sell) may only be returned within 14 days if they are damaged/defective upon arrival.

You may charge a restocking fee for your returns. [Here|https://sellercentral.amazon.com/gp/help/201725780] are those guidelines.

+Am I able to set my own return policy under ‘Your Info & Policies’?+

‘Your Info & Policies’ are a place to extend your policies past Amazon’s and provide the customer with extra information that may be useful to them. As the customer is not required to view or agree to these policies before purchasing, they should be seen as supplementary, not mandatory.

+How to update occasion type on a listing+

From the Seller Central Home Page:

  1. Click on Inventory to view all your listings.
  2. Click on the Edit link in the far right column.
    This will bring you to a page where you can edit your listing
  3. Click on the Additional Info link.
  4. From the Occasion field, select up to 4 occasions that apply to your listing. Be specific – if you apply occasions that are not appropriate for your listing, our product quality team may take action to correct this. If no specific occasions apply and your item is appropriate for all occasions, leave this field blank.
  5. Click on Save & Publish to save your changes.

Please know that you will not be penalized for not updating your listings, having more than 4 occasion types or having invalid or inaccurate occasions filled out. However, if you do not have accurate information you might not be included in future merchandising opportunities.

How should I use occasions for my listings?

  1. Is the item appropriately themed for that occasion?
    Occasions are for items that are themed for that specific event; i.e. If you create Handmade cards you will want to select the corresponding occasion for that specific event, such as Birthday, Anniversary, etc. If you make an item that pertains to all occasions, we recommend that you put those occasions in your keywords/search terms.

  2. Is the occasion you applied to your listing from the drop down list?
    Only occasions selected from the drop down will be recognized as an occasion type. Occasions entered as a free text will not be considered.

It is preferable to have specific and accurate occasions rather than to simply have more occasions. The purpose of narrowing down occasion types is to enhance the customers experience as items are better marketed for specific events. For example, if your Mother’s Day item shows up in Father’s Day occasion merchandising it might create a confusing experience for the customer.

Additional Links

[Seller University|https://sellercentral.amazon.com/gp/help/201047930/] - Contains many helpful videos and links going over the basics of selling on Amazon including introductions on Orders, Shipping, and Returns.

[Mailing List|https://go.amazonservices.com/SubscriptionCenter.html] - Click on this link to re-subscribe to our monthly Handmade mailing list.

Please don’t hesitate to [Contact Us|https://sellercentral.amazon.com/hz/contact-us?encoding=UTF8&ref=ag_contactus_shel_xx] should you have any additional questions.


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