[Now Closed] Ask Amazon - Learn to reduce returns with Replacement Parts Program
🗓️ MARK YOUR CALENDARS: Join us today, August 21st, from 8am - 5pm PDT, for a live Q&A session with Amazon’s Product Support team to learn about reducing customer returns due to missing and damaged parts.
Are you looking to decrease your customer return rates? Did you know that a significant number of product returns occur simply because customers can't find answers to product setup, usage, or troubleshooting questions, or have missing/damaged parts, they often choose to return otherwise functional products. Learn how Amazon Product Support can help reduce such customer returns effectively.
What is Amazon’s Product Support?
Product Support is Amazon's free solution that helps customers solve common product issues directly on Amazon instead of requesting returns. Customers can easily access support options from their "Your Orders" page - including help with setup, features, troubleshooting, and ordering missing parts. In 2024, +400k brands enrolled in this program, successfully preventing 14.7M returns.
Join this session to:
- Receive expert guidance on utilizing product support to reduce returns
- Learn from other sellers' experiences
- Provide feedback to the Product Support Team
_____________________________________________________
📚 Key Resources: Access these essential Product Support materials:
_____________________________________________________
💡 Submit questions below!
Please post your questions as replies to this event thread. Our team will address questions throughout the event day, including those submitted beforehand.
_____________________________________________________
Note: We cannot provide legal advice or otherwise interpret regulatory requirements on situations that are specific to individual sellers.
[Now Closed] Ask Amazon - Learn to reduce returns with Replacement Parts Program
🗓️ MARK YOUR CALENDARS: Join us today, August 21st, from 8am - 5pm PDT, for a live Q&A session with Amazon’s Product Support team to learn about reducing customer returns due to missing and damaged parts.
Are you looking to decrease your customer return rates? Did you know that a significant number of product returns occur simply because customers can't find answers to product setup, usage, or troubleshooting questions, or have missing/damaged parts, they often choose to return otherwise functional products. Learn how Amazon Product Support can help reduce such customer returns effectively.
What is Amazon’s Product Support?
Product Support is Amazon's free solution that helps customers solve common product issues directly on Amazon instead of requesting returns. Customers can easily access support options from their "Your Orders" page - including help with setup, features, troubleshooting, and ordering missing parts. In 2024, +400k brands enrolled in this program, successfully preventing 14.7M returns.
Join this session to:
- Receive expert guidance on utilizing product support to reduce returns
- Learn from other sellers' experiences
- Provide feedback to the Product Support Team
_____________________________________________________
📚 Key Resources: Access these essential Product Support materials:
_____________________________________________________
💡 Submit questions below!
Please post your questions as replies to this event thread. Our team will address questions throughout the event day, including those submitted beforehand.
_____________________________________________________
Note: We cannot provide legal advice or otherwise interpret regulatory requirements on situations that are specific to individual sellers.
23 replies
Seller_aNsixtdBpnLRG
I went thru the 'deck' - So we would have to list EVERY nut, bolt, washer, every single part AND UPC each and every part? Is that correct?
Then what?
How does a buyer access and request a 'missing part'?
Is this for FBM only? or are FBA sellers going to have to have stock in the warehouse for release - if yes, will FBA be charging for this space?
Seller_jvfhuXWiqaKrs
@Jameson_Amazon Is this proactive opt-in only, or will Amazon be opting in certain ASINs by default without sellers' approval?
Seller_n1mh65Ij2NT7L
We could provide detailed illustrated instructions pages for customers separate from the offer page. Amazon itself should try this for things they offer. I had to return an item over a small part and the whole item cost several hundred dollars. Amazon had zero parts for it. There is a point of no return on parts, but general parts that tend to have issues should be available. I don't know if they want to get into this or not, but there should at least be pages where customers can look at detailed instructions on the Amazon site separate from the listing. An awful lot of times the parts I mentioned are minuscule and minor, but people want completely working units even if it is a 10-cent part that's bad. And in the future, people should be able to buy spare parts for a better customer experience. People, including myself, don't want to buy something if there's no parts anywhere. I've purchased things on Amazon not even a manufacturer contact number, address, or even a name of a manufacturer, although somewhere in China there's a manufacturer but they're not the best dealing with parts from China.
Seller_4KcFXEdiGogQI
I have a possible situation with a piece of my product (a glass jar component) arriving broken in delivery from Amazon to the customer. I don’t know what to do about this issue. I don’t know if it’s already broken in the Amazon warehouse before shipment or in delivery and how many units will be shipped broken. I don’t want this to affect my health score or reviews and have customers return units. What can I do? I’m a first time seller. Please advise. Is there a way for Amazon to check units for broken glass before shipped? I’m not sure what to do.
Seller_bp8xeSUIsGDeb
Does Amazon have any data on decreased return rate? I see that this program prevented 14.7M returns for 400K brands, but what should we expect on a percentage basis? Would be curious to know.
Seller_4Rpj1eG85vhvy
Honestly, we were able to offer much better customer service back when it was still easy for customers to contact us directly from the product detail page or from their orders tab. For whatever reason, you've made it much harder for customers to contact the seller directly. If Amazon is seeing an uptick in returns due to a missing parts issue, this is almost certainly why. You have the internal data to easily confirm if this is the case.
We, the sellers, are the ones with the parts, after all. What kind of boondoggle are you trying to create here? You're just stacking unnecessary problems of your own creation. Just go back to when it was easy for your customers to contact us sellers and let us sellers have more freedom to communicate with the customers who bought our products. If we care about our customers, we'll take care of them. Problem solved. You'll also be able to more easily see who isn't taking care of their customer service complaints and try to hold them to a higher standard. Wouldn't that be helpful to your platform in general?
Overcomplicating things rarely yields positive results.
Sandy_Amazon
Hi Sellers,
This Ask Amazon session with the Product Support team has officially concluded, with the team no longer available to answer new questions for this event.
If you have additional questions about the Replacement Parts Program, please include them in a new thread within the "Manage Your Brand" category and we will work to get you an answer over on that post.
Thank you so much for joining us today!
Best,
Sandy
