Detailed explanation of Amazon customer service policy and seller management system
1. Measuring standard of customer service dissatisfaction rate
Customer service dissatisfaction rate is a key metric used to measure how satisfied customers are with seller responses. Amazon collects customer feedback by sending out a survey asking, “Did this solve your problem?” Customers can select “yes” or “no.” The dissatisfaction rate is a percentage calculated by dividing the number of “no” answers by the total number of responses. Amazon requires sellers to have a customer dissatisfaction rate of less than 25%. Although sellers who fail to meet the standards will not be severely punished, this indicator should be taken seriously.
2. Contact response time requirements
The seller’s contact response time requires responding to customer messages within 24 hours. Even during holidays, delays of more than 24 hours can impact this metric. To ensure timely communication, sellers usually arrange dedicated customer service personnel to be on duty. Amazon’s compliance rate requirement for contact response time is higher than 90%.
3. Risks of policy violations
Sellers must abide by Amazon’s policies and ensure that they do not violate relevant regulations, such as infringement or selling counterfeit goods. If a seller is complained and confirmed to have violated regulations, they may be warned or punished, ranging from products being removed from the shelves to having their accounts blocked. Sellers should be careful to avoid hitting these red lines.
4. Basic entry rules for sellers
Amazon adopts the management method of “easy entry and strict exit”, allowing individuals and businesses to open stores, but sellers must abide by the platform’s guarantee terms. For some categories, sellers need to meet specific conditions to enter. It is worth noting that Amazon has stricter management of sellers to ensure that customer rights are fully protected.
5. Amazon’s customer service system
Since its establishment in 1995, Amazon has gradually developed into the world’s leading cross-border e-commerce platform. Its customer service system attaches great importance to customer experience and has a dedicated team responsible for customer consultation. A customer feedback area is specially set up at the bottom of the product page, which not only provides reference materials to potential buyers, but also encourages sellers to optimize products and services.
6. Evaluation of sellers’ customer service capabilities
Amazon evaluates a seller’s customer service capabilities mainly through the seller’s status and health status. Seller status can be divided into active status, under review status, restricted status and suspended status.
1. Seller status
- Activity status: normal sales status
- Under review status: The account is under review and transactions are restricted
- Restricted status: Certain products cannot be sold
- Paused Status: Sales activity is suspended
2. Health status assessment
The health status displays the seller’s customer experience through different colored markers:
- Green check mark: Excellent, goal achieved
- Yellow exclamation mark: Average, service needs improvement
- Red Cross: Oops, service needs to be improved immediately.
In general, Amazon uses a complete customer service management and monitoring mechanism to ensure that sellers can continue to improve service levels to maintain customer experience. The implementation of this mechanism aims to promote good interaction between sellers and customers, and ultimately enhance the performance and reputation of the entire platform.