[Now Closed] ASK AMAZON – Learn about reducing returns through product support on July 31st
🗓️ MARK YOUR CALENDARS: Join us on Thursday, July 31st, from 8am - 5pm PDT, for a live Q&A session with members of the Product Lifecycle Support team where we will answer questions regarding reducing returns through product support. This is a great opportunity to ask questions if you have questions about the PLS program.
What is Product Lifecycle Support (PLS)?
The mission of PLS is to offer product support to customers, empowering them to make the most of products purchased on Amazon. By solving product issues we prevent unnecessary returns and help the planet by extending the life of products.
Whether you're a new or seasoned seller, this is your chance to:
- Get expert answers regarding Product Lifecycle Support team and how to reduce returns
- Share your experiences and learn from fellow sellers
- Provide direct feedback to the Product Lifecycle Support team
_____________________________________________________
📚 Key Resources: We've compiled key resources on all things Product Lifecycle Support:
_____________________________________________________
💡 Submit questions below!
Post all your questions as a reply to this event thread! Our partner team will be reviewing the questions that come in throughout the day (as well as those submitted in advance), and we’ll do our best to respond as soon as possible during the day of the event.
_____________________________________________________
Note: We cannot provide legal advice or otherwise interpret regulatory requirements on situations that are specific to individual sellers.
[Now Closed] ASK AMAZON – Learn about reducing returns through product support on July 31st
🗓️ MARK YOUR CALENDARS: Join us on Thursday, July 31st, from 8am - 5pm PDT, for a live Q&A session with members of the Product Lifecycle Support team where we will answer questions regarding reducing returns through product support. This is a great opportunity to ask questions if you have questions about the PLS program.
What is Product Lifecycle Support (PLS)?
The mission of PLS is to offer product support to customers, empowering them to make the most of products purchased on Amazon. By solving product issues we prevent unnecessary returns and help the planet by extending the life of products.
Whether you're a new or seasoned seller, this is your chance to:
- Get expert answers regarding Product Lifecycle Support team and how to reduce returns
- Share your experiences and learn from fellow sellers
- Provide direct feedback to the Product Lifecycle Support team
_____________________________________________________
📚 Key Resources: We've compiled key resources on all things Product Lifecycle Support:
_____________________________________________________
💡 Submit questions below!
Post all your questions as a reply to this event thread! Our partner team will be reviewing the questions that come in throughout the day (as well as those submitted in advance), and we’ll do our best to respond as soon as possible during the day of the event.
_____________________________________________________
Note: We cannot provide legal advice or otherwise interpret regulatory requirements on situations that are specific to individual sellers.
15 replies
Seller_eSuZPEMexmyuk
As a seller utilizing FBA, how do you suggest we combat customers that are returning FBA products after the 30 day return window that have been used, abused, broken with parts robbed off of them and yet amazon refunds their money and leaves the seller with unsellable product?
Seller_8ESHZD3bXlVUv
can you enroll in some, but not all, support features?
Can some, like live chat, be restricted hours/days?
what happens to customers who want a specific type of interaction? IE: phone call, and that interaction is not available at that time? Does the customer see a grayed out option or is their view only displaying options currently available?
Does Amazon vet the customers to see if they actually made a purchase of that specific item?
Is there a log or report of contacts via this system? Does it correlate to return rates for these customers? IE: can I see 15 contacts on Product "A" and 3 returns?
Is there a minimum number of contacts to keep this service in the $$ "Free" cost?
do I have to use Amazon staff to handle chats or calls or can this portion be completely opted out?
is there a cap on troubleshooting guides, and can they apply to more than a single listing? For example - if we have 5 listings that would require the same installation instructions, or troubleshooting videos, etc, is this possible.
Seller_9MdSmMvZ83jn0
Would be great to have actual definitions of various attributes that appear to be duplicates and how those attribute values are displayed on the detail pages. we sell food items and some customers complain about the amount they purchased. they buy in bulk then complain they can't use it all in the shelf life of a product.
Also Amazon needs to start displaying the expiration date of the product. Amazon doesn't sell FIFO so its impossible to know if items are getting close to expiring and should be discounted. For this reason we wait until there is less than 3 weeks of stock before reshipping.
Seller_3epPAVvT0pmNw
I’ve been selling on Amazon for 8 years, and my brand is well-established. But I still face two major challenges with returns:
Customers often return items in completely unsellable condition.
Sometimes I even receive a totally different item than what I sold.
As a small seller, I don’t have the bandwidth to fight each case individually. What’s the fastest and most effective way to get resolution and reimbursement for these situations?
Seller_nvrGM26DmtKmi
i have a complaint that amazon is sending wrong products and charging for replacement shipping etc.
When I tried getting a reimbursement support said to wait for 30 days before filing complaint against shipment transactions.
And guess what today again a refund with a reason different product, how is this possible the previous customer received soda can bottles
Seller_r9wMm8LrE5iKj
Let me guess ... you'll reduce returns by giving customers our money and telling them to keep the product. Then you will charge us for this "support".
Hard pass.
