Customer service typically involves providing support to buyers in regards to their purchases, including resolving issues with orders, answering questions about products, handling returns and exchanges, and addressing any concerns or complaints. This is intended to help ensure a positive shopping experience for the buyer, which can lead to increased customer satisfaction and repeat business.
Fulfillment by Merchant: Fulfillment by Merchant (FBM) is a fulfillment option on Amazon where the seller is responsible for storing and shipping their own products to buyers. The seller is in charge of handling customer service and returns for their items. This option allows the seller to have control over their inventory and shipping process, but it also requires them to handle all the logistics and storage costs associated with fulfilling orders. FBM is a popular choice for sellers who want to have more control over the customer experience and the management of their products.
Note: Amazon will handle fulfillment and customer service for items Fulfilled by Amazon. Any form of communication with customers has to be aligned with Amazon Communication Guidelines.
HOW TO CHECK CUSTOMER MESSAGES MANUALLY
1. From Seller Central, click the Messages icon on top right corner of the page.
2. New messages will appear under the Messages Response Needed option. Check and address every message from the buyer, sample below. See Communication Guidelines.
3. In this scenario sample, the customer requested a refund because the item never arrived.
4. Prior to issuing a refund, it is important to investigate the order by verifying the tracking number. This information can be located in the order details page.
5. If it has been determined that the item was not delivered, you should follow your store's policies to issue a refund or replacement.
HOW TO PROCESS A REFUND
A full refund can be issued through a return request after a product is returned to you or for items where you are allowing the buyer to keep the product, (no return is requested).
IMPORTANT: Refunds will reflect in the account in 2-3 business days.
1. From messages click the Order ID and it will take you to the Order Details page.
2. Click the Refund Order button.
3. Select General Adjustment from Reason for Refund. Enter the refund amount or issue a full refund in the amount box then Submit Refund.
4. Notify the buyer of refund processing completion by replying to their message and informing them that the refund has been issued to their account.
Sample Scenario 2: The item arrived damaged, and the customer wants a replacement order.
NOTE: Before processing an order replacement. Request a photo of the damaged item from the customer and their complete shipping information. Sample email template:
Hello (Customer’s Name)
We apologize for the damaged item you received. We want to make sure you have the best experience possible and I am here to help. Would it be possible for you to provide a photo of the item? Thank you for reaching out to us.
• Once they are provided, follow below instructions.
HOW TO PROCESS AN ORDER REPLACEMENT
1. From Messages, click the Order ID of the customer. It will take you to the Order details page.
2. Copy the SKU of the item that needs replacement.
3. Go to Manage Inventory. Paste the SKU in the search box and click Search. Check the box next to "Edit" and open the drop-down menu in the action selection box near the search bar.
4. Select Create Fulfillment Order.
5. From the Multi-Channel Fulfillment Order page, fill in the necessary fields. Check if all the information is correct and click Place Order.
6. Go back to messages and provide the customer information about their order replacement.
