One of the factors Amazon grew exponentially is excellent customer support. I have myself taken advantage of this last year when I returned a tablet without any hassle. No question asked! I am not sure whether similar situation would be handled in same way by one of eBay Sellers.
Amazon is keeping this promise through third party sellers as well with Performance Targets. It has an excellent reporting system which flags if there are any issues. Maintaining this standard builds customer confidence irrespective of who is selling on Amazon. Here are targets for Amazon Sellers:
- Order defect rate: < 1%
- Pre-fulfilment cancel rate: < 2.5%
- Late shipment rate: < 4%
The slides above show you exactly how to check your Account Health. Consider to look into this every week so that you can take corrective action immediately. These slides flag up two issues:
- Pre- fulfilment cancel rate
- Late Response time
Having regular Pre- fulfilment cancel rate shows your stock system is not working. If you are selling on several channels you might want to consider using Multi-channel software which prevents overselling and eliminates this problem.
Having Late Response time is difficult to tackle if you are not working over the weekend or over holidays. This is something that can be resolved over an hour over the weekend. Is there anyone willing to do this in your business?
Please note the information is meant to help you understand and improve your business giving you competitive advantage.