

## Amazon Seller Pro Tips

### A Quick Reference Guide

### By Amy Awol

Copyright 2018 by Amy Awol

Commercial use of this book or its contents is prohibited. Private, educational, and non-commercial use is permitted for quoting short passages if credit attribution is given with the title, author, and publication information. All other rights are reserved.

Smashwords Edition

### Table of Contents

Dedication

Foreword

Disclaimer

How to Use This Guide

Classification of Entries

Part I—A to M

Chapter 1 - A

Chapter 2 - B

Chapter 3 - C

Chapter 4 - D

Chapter 5 - E

Chapter 6 - F

Chapter 7 - G

Chapter 8 - H

Chapter 9 - I

Chapter 10 - J

Chapter 11 - K

Chapter 12 - L

Chapter 13 - M

Part II—N to Z

Chapter 14 - N

Chapter 15 - O

Chapter 16 - P

Chapter 17 - Q

Chapter 18 - R

Chapter 19 - S

Chapter 20 - T

Chapter 21 - U

Chapter 22 - V

Chapter 23 - W

Chapter 24 - X

Chapter 25 - Y

Chapter 26 - Z

Afterword

About the author

Thanks for reading

Other Publications by the Author

### Dedication

This publication is for online sellers who want to master their Amazon Seller accounts and resolve issues quickly on their own.

### Foreword

Amazon Sellers work faster when they can find information without having to depend on external resources. This book should help many sellers with small or larger issues to solve them, and get up and running again.

Entries are easy to find, in alaphabetical order. These give practical tips for working with online operations or troubleshooting. Managers, who don't want to get stuck in service calls, will find useful instructions to get back on track.

Effective account management saves time and money. This leaves more time for sales and customer service.

Sellers will find this book will pay for itself to solve any important problem or issue.

### Disclaimer

This is not an official Amazon corporation or amazon.com publication. The author is entirely responsible for any faults or omissions.

### How to Use this Guide

This isn't a standard book you would read, which is divided into traditional chapters. Few people will read the entire text.

Instead, Amazon Seller Pro Tip has alphabetically divided entries, which work like a dictionary or an encyclopedia. Readers should look for topics of interest using keywords or search terms. This is a useful book for managing a seller account or troubleshooting.

There are more than 600 basic searchable text entries, with corresponding tips, related to 20 sub-categories of interest. These guidelines and topics are designed to help sellers use the most important features of their accounts. It may be a good idea to scroll through the entries to get an overview of what's available for later use. There's also a section of Reference Links and Resources if additional help and information is needed.

You are an important part in using this book. Developing intelligent search methods will pay back important dividends as you find the answers to questions for topics or issues of interest. Feedback, reviews and comments about your reading experience would also be greatly appreciated for future changes or improvements. I hope this helps you achieve a better understanding and greater benefits from your seller account.

The Amazon Selling Platform is a complex system. As other sellers have discovered, you may face challenges and obstacles in using your seller account, including a few setbacks and failures. This book should help you save time, energy and money, so you'll make fewer mistakes, and can focus on becoming successful at doing what you want most.

As you gain confidence, you'll discover that even your mistakes can be important stepping stones to achievement.

To be an effective seller, you'll become an experienced user, learn to experiment, use trial and error, respond to feedback, and develop techniques or strategies to improve your performance. Selling is about sharing and using resources, with people oriented services. Becoming the best possible seller involves developing a talent stack of several skills rather than doing just one thing very well.

Resources in your account also include help pages and tutorials. This guide should help you find the specific information you need about a wide variety of topics. Trouble shooting tips will give useful details about issues sellers frequently find as they use their accounts.

Best wishes for your future sales and success.

Classification of Entries

Entries are in alphbetical order and classified in general categories to help find information.

### Part I—A to M

Chapter 1 - A

Acceptable and unacceptable packing materials for FBA inbound shipments [FBA] [SHP]

Part of complying with Amazon Packaging requirements is to use what Amazon considers are permitted and not permitted packing materials. These packing materials are to be used when placing the units in their corresponding master carton/box. Acceptable forms of packing material are bubble wrap, full sheets of paper, inflatable pillows or foam sheets. Not permitted packing materials include shredded paper, crinkle wrap or any type of packing peanuts including foam strips. Keep in mind that fragile items should pass a drop test (from a height of 3 feet). Products which don't meet packaging standards or present repeated problems may not be accepted for future inbound shipments.

Acceptable standard boxes for FBA inbound shipments [FBA] [SHP]

Amazon has clear requirements when it comes to the proper packaging of units before shipping them to a fulfillment center. Acceptable types of boxes are Regular Slotted Carton, B flute, ECT 32 and 200 lb. burst strength boxes. Make sure to choose the correct size of the box or container in which you will place the units. If you pick a much larger box for the amount of units you've planned to ship, make sure you place enough packing material. This helps minimize possible damage to the units by not having them loose inside the box, and it also makes the container strong enough to hold a heavier box if placed on top of it.

Accepting a mistake [PER]

If you make a mistake, it's important that you recognize, deal with it, and move on. Not recognizing or accepting you made an error usually makes the situation worse than if you accept the error and see what you can do (if possible) to fix or improve the situation.

Tip: Everyone makes mistakes. How you experiment and make mistakes can be important for your development if you learn from them. This natural process can have beneficial results when you make corrections.

Account Closure—upon request [GEN]

You may request closure of your account if you 1) are not affiliated to another account, 2) cancel your listings, 3) have no pending claims, 4) have no pending orders, and 5) have no pending (a zero) account balance. Contact Amazon Seller Support to do this. When your account is definitely closed, no one will be able to access your account or use it for any reason.

Account Closure—by Amazon [GEN]

If you're violating Amazon policies or there are serious problems, Amazon will close your account. There are a variety of reasons why this might happen including fraud, hacking, poor performance, policy violations, no active use, listing counterfeit items, or other reasons for which the Amazon platform would no longer allow your participation. Once your account is closed, you won't be able to open another account.

Account Health [GEN]

Account health depends upon your Seller Performance metrics. These are based on your sales history performance record for A to Z claims, cancellations, chargebacks, communications, feedback, handling time, late shipments, messaging, orders, order defect ratio, notifications, refunds, returns, sales, and shipments. The seller performance dashboard in your account will show your account health with calculations based on the volume of orders and sales over the course of time.

You'll also get requests, notifications, or suggestions, which show you how to improve performance. Low performance ratings may indicate areas (through alert notifications, or warnings) which need improvement. High performance ratings increase your seller and product rankings, visibility, search results and buy box eligibility.

Account Health [PER]

Account health is measured in 6 ways for your performance metrics.

  * Order Defect Rate—Order defects may come from A to Z claims, chargebacks, or negative feedbacks. The order defect rate of your account is the number of orders with defects divided by the total number of orders (within a given time period). Order Defect Rate=Order Defects/Total Number of Orders (ODR=OD/TTLO)

  * Cancellation Rate—The cancellation rate is the number of orders cancelled divided by the total number of orders (within a given time period). Cancellation Rate=Orders Cancelled/Total Number of Orders (CR=OC/TTLO).

  * Tip: If a customer wants to cancel, make sure you have a written message contact confirming this and put as a reason: "buyer requested cancellation."

  * Late Shipment Rate—The late shipment rate is the number of orders shipped late divided by the total number of orders (within a given time period). Late Shipment Rate=Late Orders/Total Number of Orders (LSR=LO/TTLO).

  * Policy Violations—Policy Violations are notifications of warnings or violations sent to you by the Seller Performance Team.

  * Tip: It's important to check and read notifications as soon as they're sent to you, or you'll see an alert as a reminder to read them.

  * On time Delivery—This is the percentage of packages delivered within the estimated delivery date window, as shown by confirmed tracking information.

  * Contact Response Time—Contact Response Time is the percentage of messages that are answered within 24 (from when they are received). This is calculated as the number of messages that you answer within 24 hours, divided by the total number of messages you have received (within a given time period). Contact Response Time=messages answered within 24 hours/total number of messages.

Tip: Try to answer email messages, as soon as you receive them, every day in less than 24 hours.

Account Risk Management [ARM] [DEF]

This refers to a risk analysis system Amazon uses to track all inventory product listings, disbursements, payments, and transactions. This system is intended to prevent or minimize fraud on all levels, and to provide complete information history for all transactions.

Account Suspension [GEN]

An account may be suspended for poor performance, for policy violations, if counterfeit item(s) is/are sold, or if a fraudulent transaction is detected. Usually, you'll have an option to provide an appeal with a Plan of Action (POA) which clearly shows how you'll improve.

Tips:

  * Selling privileges may be reinstated if your appeal is effective, and if your plan of action is acceptable, realistic, and viable.

  * If you ignore the suspension of your account without responding, the Seller Performance Team will probably proceed to close your account.

  * You should take warnings and notifications seriously if you don't want to be permanently suspended.

Account Termination [GEN]

When an account is completely closed, it will no longer be accessible by you or anyone else. You won't be able to reactivate an account after you've closed it, nor will you be able to use the same partner or business name it was given.

Act of God? [GEN]

Some sellers think their responsibilities end when a shipment leaves their business or warehouse. Experienced sellers know there's more involved than that. A few sellers think if a shipment is damaged or never arrives, it might seem "an Act of God", and no one can be responsible for that. However, An order transaction is a combination of everything a customer experiences from beginning to end of the transaction, including delivery.

Tip: An accident, climate event, or disaster isn't a reason to deny responsibility for what you're a part of, when something suddenly goes wrong. If something unpredictable happens, best practice is to be proactive and offer an exceptional solution for an extraordinary situation.You may end up losing at the time, but customers will remember what you do—or don't do.

Adding Fulfillment by Amazon to your account (FBA) for existing sellers [FBA]

If you're already selling with Amazon, this process is easy for sellers. Simply login to your seller account. Go to Settings, My Account Info, Manage Account, Add FBA to your account. The system will take you to a page in order to confirm your registration; you must check the box stating you have read and accept the Amazon Services Business Solutions Agreement and then click on Get Started Fulfillment by Amazon. This will complete the process of adding FBA program to your selling account. From this point forward it's just a matter of initiating the process to ship your inventory to Amazon fulfillment centers. Seller Central has several help pages that are very useful, including tutorial videos, that can help guide you and navigate through every step. And you'll always have Seller Support to assist with every step.

A_GEN_TAX [TAX] A General Tax

This is the product tax code used most by sellers for their inventories. As a default in tax settings, A_GEN_TAX is applied to all stock items in your inventory, unless you have overrides or choose other product tax codes.

Tip: Make sure you choose a default product tax code in your tax settings. Otherwise, the products in your inventory may not be enabled for tax collection.

Alert [DEF]

A signal for something you need to pay attention to. You may see Alerts in the form of yellow triangles with explanation marks (often used to show were listing details need corrections, or with red asterisks. These may indicate you need to add important data or information).

Alerts-Red [GEN] [NTF]

A red alert is a warning that requires your immediate attention, since it may signal a negative impact in some area of your account, which may affect your performance metrics. Identify the issue or problem, consider what may have caused this, and how you should respond.

When you're first listing a product, a red asterisk next to certain product details indicates that these must be filled out in order to list your product.

Alerts-Yellow [GEN] [NTF]

A yellow alert is a cautionary warning that specifies something that requires your attention for improvement. This flags and gives you an opportunity to improve an image, a listing, or some other aspect related to the quality of your service performance.

Tip: It's a good idea to improve whatever aspect that is highlighted, since this is also likely to improve your performance metrics as well. A yellow alert is often a quality alert related to suppressed listings or a performance indicator.

Algorithm [DEF]

An algorithm is a step-by-step formula used for data processing. Amazon uses algorithms to determine ranking or positions of data sets, such as product listing detail pages and sales ranking. For proprietary reasons, Amazon does not reveal the exact details how these formulas are set up, so people cannot make their own calculations to determine or change them.

Tip: In simple terms, an algorithm is used for an automated purpose to execute certain functions.

Amazon [GEN]

Amazon refers to the Amazon Corporation, and more specifically it refers to the Amazon platform of Seller Central. (This is distinct from Customer Service for Amazon). References to Amazon mentioned in this book refer to seller services related to your account.

Amazon Algorithms [GEN]

Amazon Algorithms have proprietary information or formulas, which are not available for the public, nor known to Seller Support associates. Product, sales, and seller ranking all use Amazon algorithms, which are classified information. These use information that is widely available, such as seller performance metrics, sales history, price, and ASIN sales volume, but the way this is calculated is not.

Tip: Amazon algorithms are automated and cannot be changed by sellers or Seller Support.

Amazon Seller Participation Agreement [GEN]

This is a contract that specifies the terms and conditions for your seller account. It's important to read through this document carefully when you sign up for your account. It contains legal terms and conditions, including special terms, financial conditions, and requirements.

Tips: If you have any doubt about the terms which regulate your selling account, re-read or study the agreement carefully.

See the help page link or your service level agreement: "Amazon Services Business Solutions Agreement"

Amazon (or another seller) stole my detail page!

Although you may initially create a detail page for your product, you aren't technically the owner of that detail page even if you contributed the information, images, product details or other details. Amazon technically owns the catalog of detail pages and allows you to use it. Detail pages may be used by Amazon or other sellers according to certain guidelines and policies.

Amazon won't take sides in disputes between sellers [PER]

If you have a dispute with another seller, Amazon won't take a side with you or the other seller because this would unfairly leverage competition. The most you can expect is arbitration (if that is required) for cases within Amazon's range of actions and policies.

Appeal [GEN]

Any decision made by Amazon can be appealed if you have reason to believe there's more evidence or information which could be considered that might change that decision.

Tip: Present an appeal if you have additional information or evidence that could affect a decision that has been made by Amazon, or if a previous presentation was incomplete.

Appealing an A to Z claim decision [PER]

Reversing a decision which has already been made by Amazon is difficult but there are certain reasons which may reverse it. Consider the following for making a new appeal:

  * You and the buyer have reached an agreement, which is supported through Buyer-Seller Messaging.

  * You have new supporting evidence or information that might change the decision.

  * You have discovered an error in previously provided information that could change a decision.

Explain clearly why Amazon should reverse its decision. Be sure to provide new evidence or relevant information that will support your appeal. This should be applicable within Amazon's policies.

Tips:

  * A decision won't be reversed if you didn't respond to the claim or didn't provide proof of delivery.

  * Objecting to Amazon policy isn't a good argument. Disagreeing with a decision (although it may be relevant) isn't an applicable argument to reverse a decision.

Appeal the removal of your selling privileges [ACT] [PER]

When you appeal the removal of your selling privileges, first review the reasons why your selling account was suspended, then make a well-prepared Plan of Action that specifically addresses each of the issues mentioned and how you will resolve or improve what's needed to gain reinstatement and improve your account management from now on. Be sure to include specific evidence related to your account and include any necessary reference to ASIN's or other information to provide supporting data.

Tip: See the help page link in your account for "Appealing the Removal of Selling Privileges."

Apply Again [ACT] [GEN]

Make a new application if a previous application (such as a Category Approval application) you made has been denied or deferred (postponed). Review requirements carefully if you choose to start again.

Tips: You need to do more than present the same information from your first application if it was previously denied or deferred. Make sure you fulfill all requirements and follow any recommendations you were given from your previous attempt.

Archive a Listing [ACT] [FBA]

In Manage FBA Inventory, select the listing you want to archive; then in the dropdown menu, where you see Send/Replenish Inventory, select and click Archive Listing. You should get a verification message that the listing is archived. This will store an inactive listing.

Tip: This only works if the listing has zero units.

Are UPC identifiers provided by Amazon? [FAQ] [INV]

No. While Amazon does provide ASIN identifiers for products, it doesn't give UPC identifiers to sellers unless these products are already listed. To list new products, you need to have UPCs for your products—ready to be added to the Amazon catalog—when you're creating new listings.

ASIN Amazon Standard Identification Number [CAT] [INV]

This is a 10 character code for each specific product listing in Amazon's online catalog. Every set of product details should have a unique ASIN which is usually matched to a specific product UPC (Universal Product Code), EAN (European Article Number), ISBN (International Standard Bin Number), or GCID (Global Catalog identifier).

Tips: Each product variation should be matched only to a specific identifier, such as a UPC. There shouldn't be more than a single corresponding identifier for the details of each product description. This also means, however, that there will be different ASIN's (and UPC's) for the same product if it's offered in different quantities, variations, bundles, or conditions.

ASIN History [INV]

Amazon can track the history of each ASIN from the moment it is created, to the moment it is removed from Amazon's online catalog. Amazon will still keep records for what has happened to listings even after they've been removed.

Tips: Keep in mind that Seller Support associates can (eventually) track the history of any ASIN you have listed, though this may take time to determine. You determine what happens to your listings from time you create them, to the time they're removed.

ASIN Submission History [CAT]

If you detect an unwanted change to your listing, it's possible to track the ASIN submission history in case this is ever needed.

Tip: Keep in mind most mistakes in ASIN submissions originate from sellers themselves.

Assessment [PER]

Although many sellers dislike negative assessment of their performance, this provides crucial feedback which helps sellers to improve. Late shipments may indicate a need to shorten handling time. Order defects show that quality control needs work (these are based on negative feedback, A to Z claims, or credit card chargebacks), delayed response times may indicate a need to work better with communications. These forms of assessment can help improve your business if you respond to them.

Assumption [DEF]

This is something we assume to be true. Amazon cannot make decisions for assumptions based only on what people say. There must be evidence to support a conclusion.

Authorizing a Return [CSV]

It's best to authorize a return if a customer requests it for almost any reason, when made through the customer return option in their account. Keep in mind if you deny a customer this option, he/she can make an A to Z claim through their customer account instead and could automatically win the appeal and get a refund, based on the fact you wouldn't accept the return request. Best practice is to authorize the return request and decide whether the customer will pay for shipping or if you'll cover it.

Tip: You can decide how much to refund when you receive the returned product.

Authorized reseller limitations [CAT]

You may be limited from selling certain products unless you're an authorized reseller for a brand or manufacturer.

Tips:

  * Lists of authorized sellers are provided periodically to Amazon by the Brand or manufacturer with updates.

  * It's not always evident that certain products could be restricted. This may take sellers by surprise because some products are in categories that aren't usually restricted.

Automated Clearing House (ACH) [PAY]

This refers to the deposit method used for making bank transfers. Your bank account should be a checking account which is enabled for ACH transfers. When you sign up for a Seller Central account, you're asked to give information for a valid checking account, which includes your name, address, checking account number, and a routing number. You won't receive payment transfers if bank or credit card information is incomplete, incorrect, or invalid. If you don't add a valid bank account with the correct information, you won't be paid for anything you sell.

Tip: Look at your checkbook to find the Automated Clearing House transfer number.

Automated Long-Term Storage Removal [FBA]

Long-term storage fees are definitely something to pay attention to, as you could encounter high charges if you don't pay close attention to units that have been at the fulfillment centers for over 180 or 365 days. (see Long Term Storage Fees). Amazon offers automated long-term storage removals, in which you can define the criteria and settings for units at risk for being charged long-term storage fees. You may enable or disable Automated Long Term Storage Removal, and choose whether you want to remove or dispose of units before incurring Long Term-Storage Fees.

Tips:

  * Keep in mind there are two cut off dates: August 15 and February 15 each year.

  * Long Term Storage Fees are assessed and charged for all inventory that has been in fulfillment centers for more than 6 months or a year.

Automated Unfulfillable Removals [FBA]

This feature allows you to create a pre-determined schedule so that Amazon fulfillment centers can ship back to you (or dispose of) units that were deemed Unfulfillable due to any given reason. If you use this, you don't have to worry about staying on top of your unfulfillable units all the time, as Amazon will automatically either dispose of, or ship back to you those unfulfillable units, following the instructions you select for this feature. You can modify the settings of Automated Unfulfillable Removals at any time, such as enabling or disabling this option, whether you want to remove or dispose the units, scheduling and more. Simply access your selling account, scroll to the top and look on the right hand side. You will notice three tabs, Messages, Help and Settings. Hover your mouse over the Settings tab, from the small sub-menu displayed, click the option called "Fulfillment by Amazon". Once on this page, scroll down to the section called "Automated Unfulfillable" Removals and click on the "Edit" button located on the right hand side. You can enable the best option for removals.

See the help page with more detailed information for "Automated Unfulfillable Removals".

Automatic Tax Option—no [TAX]

Taxes aren't automatically collected for your seller account unless you set them up. You must be registered as a Professional Seller and set up your tax settings with all required and relevant information to make this work. Be aware that there's an additional commission charged by Amazon for the tax collection service equivalent to 2.9 percent of the tax collected. Taxes won't be collected unless you set up your tax settings correctly to do this (for which you are responsible). The money that Amazon collects is given to you for sales tax, and this must be remitted by you to your state(s) according to legal tax requirements.

Tips:

  * Once you set up your tax settings, sales taxes will be collected automatically.

  * You're still responsible for remitting sales taxes according to the tax laws of your respective state.

Average Handling Time [GEN]

Normally this is 1 to 2 days, up to 48 hours before shipment of a product. Even after you ship (and breathe a sigh of relief), consider that for the customer, the job isn't done yet. The package is still in transit until it's delivered into the hands of your customer.

Tips:

  * Think of the whole picture—the transaction from start to finish, rather than just your part in it.

  * You're responsible for shipping as part of the merchant delivery process if you choose Merchant Fulfillment, even if you don't have direct control of the carrier process.

### Chapter 2 - B

_Back Orders [ORD]_

Generally, back orders shouldn't be offered. Orders should usually be processed immediately from the moment they're received from active inventory. If a customer orders a product you don't actually have at the time of the order, there will be a delivery delay, which automatically increases handling time. In a worst case scenario, if an item isn't received, you'll have to cancel the order. This happens more often than people think, so Amazon doesn't usually allow back orders.

Tip: Back orders are possible (or may occur) for Amazon FBA products when units are being transferred between fulfillment centers and there's a date when units being transshipped will become available again.

Bank Account [PAY]

The bank account you register for any seller account should be a checking account. All checking accounts are configured for ACH (Automated Clearing House) transfers. Be sure that bank account information is copied exactly as supplied by the bank including the account holder's name, exact address, account number, and routing number. Savings accounts won't work for disbursement transfers, nor will most accounts from countries outside of the United States.

Tip: Check with your bank to confirm account information and be sure it's a checking account that's set up for ACH transfers.

Be better than expected [CSV]

Customer service should be better than what your customers would normally expect in as many ways as possible. This means that you'll offer more in terms of service than standard attention. This will help you stand out positively and win more customers. Consider Kaizen in customer service—try to find ways to continually improve your service. This also translates into improving your business.

Tip: On the other hand, if performance is worse than customers might expect, you may lose sales and accumulate complaints.

Be careful about claim codes [CSV]

Be careful about whether or not you want your customers to see claim codes. A standard display message may show your claim code unless you choose a customized message option to remove it. On the other hand, if no one sees or gets your claim code, no one will use your promotion.

Being proactive with customer service [CSV]

Being proactive means you have prepared anticipated responses to expected or unexpected situations with your customers. You're prepared ahead of time. Although you cannot plan for all possible situations, you'll be able to respond effectively to most of them. This implies that you already have in mind how you'll respond to returns claims, A to Z claims, and unexpected changes in your volume of sales orders.

Tip: You'll be prepared to deal with most situations, so these won't catch you by surprise.

Being proactive with Seller Performance [PER]

You can be proactive with Seller Performance by contacting the Seller Performance Team first when there are anomalies in your service, or other factors which affect your performance. In this way you can explain a situation in advance, rather than having it called to your attention.

Tip: Being proactive means you're aware, you're taking control of seller account performance, and you're working to master skills for optimum performance.

Benefit of the doubt [CSV]

If there's a doubt about a situation between you and a customer, standard practice is to give the benefit of the doubt to the customer. This applies to situations that cannot be proven one way or another (examples: a customer may insist that an order hasn't been delivered even when there's tracking information showing delivery, or a customer may claim that a product is damaged, or has a defect, even if there's no return). It's important to be aware of this, since it could affect your negotiation with a customer before an A to Z claim is made.

Tip: If what a customer says or claims isn't certain, or if it can't be proven whether or not it's true, Amazon may give the benefit of the doubt to the customer because it might actually be true.

Bill of Lading (BOL) [FBA]

This applies to LTL or FTL shipments (Less Than Truckload or Full Truck Load shipments). Each time you create one of these shipments, a Bill of Lading is generated for the carrier so they can schedule advanced pick-up and delivery appointments. The system will automatically generate and assign the BOL when using Amazon Partnered carriers. When the BOL is ready, you'll see an orange button on your shipment page to download it.

Tips: If you don't see the BOL yet, Amazon is still in the process of contacting and making arrangements with the carrier. Keep in mind that if you don't choose Amazon service for a partner carrier, that you're responsible for getting the Bill of Lading.

Blocked Account Access [GEN]

Access to your account may be blocked if:

  * Your computer has browser issues.

  * You have multiple customer or seller accounts with the same email address.

  * Another (family or related) account has been set up with the same IP address.

  * You're using another device or devices that have created access conflicts.

  * Repeated or multiple attempts (in the same session) have been made to access your account when access has been denied, or

  * Amazon doesn't initially accept the Seller Registration Process.

Tips: First try the password reset option you are given, using "forgot your password?" during the sign in process. If that doesn't work, contact Seller Support or Customer Service.

Blocked Listings [INV][PER] [RST]

Listings in your inventory may be blocked if: 1) you've listed a product in a restricted category for which you don't have Category Approval, 2) your listing is incomplete and missing vital details (see listing detail alerts to fix these), 3) you're listing a prohibited product, or 4) Seller Performance has blocked the listing because of a product listing or performance issue.

Tip: Determine the cause of the blocked listing first to see if the listing issue can be fixed.

BMVD Books, Music (CD's), Videos (VCR's) and DVD's. [GEN]

This is the main category Amazon started selling with on its first online platform.

Tips:

  * Your expected performance in selling for this category should be similar to Amazon's.

  * You'll see that shipping settings are fixed and cannot be changed by sellers for BMVD products.

BMVD Promotions—no [CSV] (ADV)

Promotions won't work for BMVD products. Even when it seems you have set up a promotion successfully—it won't actually work.

BOL—Bill of lading [FBA]

This is a shipment order for medium sized inbound shipment orders LTL (or less than truckload shipments). If a partner carrier is chosen, a pick up appointment time will be arranged to pick up your shipment.

Brand [CAT]

The unique name given to what is sold or produced for sale. If you have your own brand for products you manufacture, you may want to apply for Amazon Brand Registry.

Tip: You're more likely to be approved for Brand Registry if you actually make or manufacturer your products

Brand Neutral Service [FBA]

Also known as Brand Neutral Box. This service applies for Multi-Channel orders only. When submitting a multi-channel order, you can pay an additional fee and Amazon will ship that unit packaged in a non-branded box.

Tips:

  * Amazon will determine which products are eligible for the service

  * Gift messaging or gift wrap isn't included in this service—these always come with the Amazon brand.

  * If you enable this option, and you send an inbound shipment, it will get sent to a Fulfillment Center that currently supports this service.

Brand Neutral Service Fee [FBA]

The fee for this service is $1.00 per shipment. Keep in mind it's subject to change.

Brand Registry [GEN]

If you produce your own product or are a manufacturer, you may wish to sign up for Amazon Brand Registry, especially if your product is new to the marketplace. Requirements for Brand Registry are exacting and may be challenging to fulfill, but this will provide name brand products your customers will recognize or can identify with. Brand Registry is shouldn't to be confused with a legal trademark. If you wish additional protection for abuse against copyright or intellectual property, you still need a legal trademark or copyright and should follow the normal legal channels and process to do this.

Tips:

  * You'll need to fill out an application for Brand Registry, describe your product inventory, provide photographs/images that fulfill Amazon image requirements, and follow other requirements.

  * Once you begin this application process, you must follow through with everything you're instructed to do within a limited time frame.

  * Check all of your communications and follow any response instructions carefully. You may be given a special link to respond.

  * If your application is deferred, delayed, or not accepted, the Brand Registry process will end. In that case, you won't be able to list or sell your products, unless you repeat the application process again and fulfill all requirements. Not all applicants will be accepted. If you don't fulfill requirements, you won't obtain Brand Registry.

(see help page links for "Amazon Brand Registry" and the application form)

Brand Registry—denied [CAT]

If your Brand Registry application isn't accepted, you may rush to make the application request again and get the same result—denied. You aren't likely to get a different result unless you do something else to change things. Your first step is to examine for yourself why your application was not accepted. Since you aren't getting any quick answers, you may need to reflect and reexamine what your situation is.

  * Is this for a new, untested product, which is pending approval, in any way, in another area?

  * Have you just opened an account with no sales history?

  * Are you just starting a new business?

  * Are there any unsubstantiated claims that have been made for this product?

  * Do you have customer receipts showing other previous sales?

  * Are you manufacturing the product(s) you're selling?

Tips: Consider starting with a few conventional products for sale first in categories that are already acceptable for your account. Then examine the Brand Registry process:

  * Consider what you might be missing to get approval, and

  * Consider how you can meet the requirements successfully. If you can do this, then try again when you're ready.

Brand Registry Phone Support [GEN] (no)

The Brand Registry Team doesn't offer direct phone support to sellers and only communicates by email with sellers who are completing an application process with them. This is expedited through a contact person who is assigned to you.

Tip: You may not receive an email response if you haven't yet applied for Brand Registry, if your Application wasn't accepted, or if you haven't completed all requirements for the Brand Registry process.

Breakeven point [GEN]

A 'break even' point for many professional sellers is a sales volume of at least 40 items per month. With a sales volume of less than 40 items per month, it would be more economical to be an Individual Seller. So the break-even point is a 40 item threshold for Professional Sellers, and may be a decision making point for seller account status.

Tip: This only refers to account efficiency, not a comparison for per item profitability.

Browser Issues [GEN]

The pages you are working with and the features of your account may not work correctly if the Internet browser on your computer causes issues with your seller account. When this happens, you won't see all information displayed correctly and may not be able to access or use certain features in your account. Others who aren't using your computer will have difficulty in helping you with these issues since they aren't directly able to access or work with your computer.

Tips:

  * You may have to clear your browser history if it interferes with managing your account.

  * If you have continued problems, it may be better to change your browser.

  * Firefox is recommended as one of the most compatible browsers for working with seller accounts Changing computers, or switching back and forth between mobile devices and computers can sometimes create conflicts.

Build international listings [INV] [GEN]

You have an option to build international listings for your account for Merchant Fulfilled listings, which can use the same ASINs and SKUs for different marketplace selling accounts, because your inventory will usually be coming from one location.

Business Domicile [TAX] [DEF]

The location/state where your company is legally registered as a business. Larger businesses may be registered in several states.

Business reports aren't your final information source for confirmed sales and payments [REP]

Although Business Reports and Selling Coach provide a useful snapshot of information for units sold on your main Seller Central home page, these aren't your most accurate source of information because the data you see may include orders which are later canceled or don't complete final shipment order confirmation. Order Reports, Summary Reports, and Transaction Reports give reliable information, since these report confirmed sales, processed by Amazon for payment disbursements into your bank account.

Buy Box [DEF]

The Buy Box is the main detail page for a product that appears in Amazon's online catalog. Offers of other sellers are linked through this main detail page as well. A seller may win placement in the Buy box. At times Amazon itself will have it, or no one will win it. Eligibility for the Buy Box depends on an algorithm which is based on seller rank and performance, and the product ASIN's sales rank and performance as well.

Buy Box Features [CAT]

The Buy Box is the main featured detail page of a listing. A featured merchant who has high sales and performance ratings may win the Buy Box with a check out option for that seller's Storefront. This may also provide control of certain details on the main detail page for that listing. Besides detail page control, this is the first page buyers will see if there are other offers for the same product.

Tip: An algorithm is used for choosing the seller who wins the Buy Box, which is based on performance ratings, sales volume for the product ASIN, and other related factors.

Buy 1 get 1 promotion doesn't work [CSV] (ADV)

You may set up a promotion and carefully add all the details you can, and then find it can't be finished or doesn't work. You may get an error message when you use the Buy One, Get One option. Why does this happen?

Tips: Verbal math for the 'Buy One, Get One' promotion in the fill in boxes is often counterintuitive. It's not exactly what it appears to be from the title.

  * If you start filling in the information in a way that seems most logical, it might not work. Let's say you fill information to the effect that a customer buys a product to get a product. What happens? You get an error message. It's not what you would expect.

  * The reason is that the idea of the promotion is: Choose 2, then get 1 free. (for a total of 2 items). If you take this same idea literally, if you buy one item, you would get it for free. So if you want this to work correctly, your customer 'buys' 2 items, and one is free-not if you buy one you get it for free. Do the math—it works—but not the way you normally think.

Buyer Remorse [ORD] [CSV]

Like anyone, a buyer may change his/her mind about what he/she has bought. The responsibility for this decision lies in the buyer, not the seller. So a complete refund, even if the product is returned isn't always required. In this case, you may deduct shipping and/or a restocking fee. (See help link for Returns) It's a good idea, however, to be generous in your returns policy and not charge a restocking fee which is too high, even if you occasionally incur a loss because of a return.

### Chapter 3 - C

_Can a buyer cancel? [ORD]_

Yes. A buyer has up to 30 minutes to cancel an order. If the order is cancelled, it won't be charged to the buyer's credit card. After 30 minutes, a buyer can still request cancellation, but this request must be presented to the seller and made by the seller.

Tip: If a buyer sends you a request for cancellation before you confirm shipment of a product, you may cancel the order without affecting your metrics. Be sure to select that the buyer requested cancellation as the reason for the canceling. Also make sure you have a written request in Messages from your buyer (not just a phone contact).

Can a seller cancel a multichannel FBA order? [FBA] [FAQ]

A seller can cancel a multichannel order, but this must be done almost immediately in less than 15 minutes after initial order confirmation. Since multichannel orders are fulfilled by Amazon, it's more difficult to control or stop the order process once it has started and some orders may not be canceled even if it seems they are, and they are requested.

Tips: If you need to change an order or cancel one you just made, you may need to check with Seller Support.Confirm the order cancellation before you make a new one.

Cancel a return [ORD]

A return request may be cancelled either by the buyer or the seller. A buyer may cancel a return request if he/she changes his/her mind about returning a product. You also have the option to cancel a return request if, for example, you negotiate a different solution with your customer. Generally, however, it's not a good idea to cancel a return request unless it's agreed to with your customer.

Tip: Unilaterally canceling a return request may result in an A to Z claim.

Cancellations will affect your metrics [PER]

An order cancellation by a customer won't affect your metrics if this occurs in the first 30 minutes after an order is made. After that, the buyer should contact you and request cancellation if the order hasn't already been shipped. An order cancellation, at that point, would have an effect on your Order Defect Rate metrics.

Tip: If the order has already been shipped, cancellation will no longer be possible and your customer should make a return request.

Cancel Order [ACT] [ORD]

Go to the order in Manage Orders, then click the Cancel order button. You may cancel an order after it has been confirmed if:

  * Your customer requests this.

  * The address is undeliverable.

  * There's no stock

  * There's an order defect.

  * There's another justifiable reason.

Tip: Keep in mind that an order cancelation will become part of the Order Defect Rate, so try to keep order cancellations at a minimum.

Cancel order issues [ORD]

A customer has up to 30 minutes to cancel an order if he/she regrets having made a purchase. After that, the customer may only cancel an order by making a request for you to do this (if you haven't already sent the shipment). You should accept the customer's request if you haven't already shipped the product, and can select "Customer requested cancellation" as the reason for cancellation. This won't be counted against metrics if the customer requests a cancellation and there's messaging evidence to show this from the customer.

Cancel Refund [GEN]

If there's a mistake in processing a refund you'll have 30 minutes to change your mind and cancel the refund. During that time frame you'll see 'pending refund' and there will be another button which gives you the option to 'Cancel Refund' if you need to. After this transition period, the refund button will disappear, and the option will be gone. Use this window of opportunity to check and make sure your refund has been processed completely and correctly. If not, cancel and set it up again.

Canceled Order-Buyer [ORD]

A buyer also has a timeframe of 30 minutes to cancel an order if he or she decides not to make a purchase (even after it has been made). After this time frame, the buyer must contact you as the seller and request cancellation of the order, which you can do for the customer. If you cancel for a buyer, choose "buyer requests cancellation" as a reason for the cancellation. Buyer Cancellations should be supported by written message requests, which are reviewed by Seller Performance.

Canceled Order-Seller [ORD]

You may have to cancel an order if you're out of stock, or cannot fulfill or ship it. If you choose to cancel the order, you select the Cancel Order button and give the reason for cancellation. It's good practice to inform your buyer as well through the messaging option provided for this, and explain why you're cancelling their order. Sometimes this will happen if you notice the product ordered is defective.

Can a buyer edit, change, or remove feedback if it's mistaken? [FAQ]

Yes, there's an option that allows buyers to edit or change their feedback if they wish to do this. Before buyers could only remove feedback, but now they have an additional option to change it. See the help page for "Using Feedback Manager".

Tip: You may negotiate with a customer if feedback has mistakenly been given or there's a reason to change it. Keep in mind, however, not to use coercion or offer anything in return for changing feedback or removing it.

Can Amazon collect sales taxes for me? [FAQ] [TAX]

Yes. You can set up your account to automatically collect sales taxes, but only if you choose this option (See Tax settings) Go to Settings, Tax settings, and select the settings you wish for your product tax code. Follow the instructions given and confirm your settings.

Can a subscription refund be credited back to my credit card? [FAQ] [PAY]

No. Amazon has not set up any means to transfer money back to your credit card. The only way you can get money transferred back to you is through the valid checking account you've registered as a seller.

Can I change a buyer's shipping address if I receive a message requesting me to do this? [FAQ]

You don't have an option in Manage your Orders to change the customer's shipping address. You may need to inform your customer about this and say that you may need to cancel the order. Your customer should make a new order with the correct address and set this up in his or her account.

Tip: If your customer requests cancellation, you can choose "Buyer requests cancellation" as the reason for cancellation.

Can I change my return shipping address for an order if I need to do this? [FAQ]

Yes, when you buy postage to process your order you have the option to confirm, change, or edit your return mailing address.

Tip: Although you have the option to change your own address, you don't have the option to change a customer's address once an order is already made.

Can I get Amazon to audit all the transactions of my seller account? [FAQ] [PAY]

No. As a seller, you're responsible for tracking the financial information of your own account. While Amazon does track the history of all transactions, Seller Support only responds to requests about specific transactions, not all of them.

Tips:

  * You can access a variety of transaction and other reports, which you can generate and download. These are self-service.

  * You may also request the services of a qualified professional, such as a registered CPA if you wish to audit your account.

Can I get a refund for the subscription fees I've been charged if I haven't used my account? I accidentally signed up for a Professional Seller account, but haven't sold anything for months. [FAQ] [GEN]

Yes. You may get a refund for the months you haven't sold anything. Contact Seller Support to request a refund and explain your situation. You may not get a complete refund of all subscription fees if you've waited too long, or you've sold products during some of the months you were signed up as a Professional Seller, but you might get a partial reimbursement for the time you've been inactive.

Can I get payment disbursements transferred to my checking account? [FAQ] [PAY]

Yes. You receive a disbursement payment to your bank account for every settlement period for the balance that appears in your seller account. This is the payment balance for your income minus expenses.

Can I offer a discount to a previous customer in exchange for a customer review? [FAQ] [PER]

You can offer your previous customer a discount, and can also request that customer to give you a review. This shouldn't, however, be represented as a form of direct exchange (even if that's what you want). A direct offer of one thing in exchange for another, either for reviews or feedback is against Amazon policy, e.g. "I'll give you $5 dollars off in exchange for a positive review." Offering to do something for a customer is fine, and at the same time making a courteous request for an unbiased review is also fine.

Tips:

  * Offering anything in exchange for a review is against Amazon policies.

  * Keep in mind that review policies are strict and that unacceptable reviews may be removed.

Can I receive checks for my disbursements? [FAQ] [PAY]

No. You cannot receive payment check disbursements. The only exception a seller has for receiving a paper check is if that person's account is completely closed and there's no other payment option.

Can I refund a buyer another time, or make an adjustment? [FAQ] [ORD]

Yes. Look up your order in Manage Orders by selecting Order ID in the tab for the date, then write in the order number. You'll see a button that allows you to make a refund. You can also give an additional partial refund, even if you already gave a refund to the customer.

Can I switch my marketplace account over to a merchant account? [FAQ] [GEN]

You can set up a merchants@ account if you close your Marketplace account, but in many ways, this is like starting over with a new account from scratch. You won't be able to carry over your sales inventory and sales history to a new merchants@ account. You may, however, set up a new account with the same inventory you have, but you must add it to your new account.

Tip: Most Marketplace accounts will migrate to merchants@.

Can Sellers Use FBA as a Drop-Shipper? [FBA]

The answer is No. In order to use Fulfillment by Amazon program, sellers must ship items first and then they can start selling.

Can users, who have permission to use my account, access it through a mobile application? [FAQ]

No, there's no option yet to access a mobile account except through the main email login. So other users with different email logins cannot access Seller Central through mobile applications. The owner, however, can access the account through a mobile device by using the primary email login address.

Can you change my ratings? [PER]

Asking Amazon to change your performance metrics is like asking a teacher to change your grade. It isn't likely to happen unless there's a very good reason. If your customer service performance metrics are low, changing their numerical value won't improve the service you provide. It only gives a false sense you accomplished something positive. The best way to change metrics is to improve performance. This only comes with persistence and time.

CARP Carrier Appointment Request Portal appointments [FBA]

Appointments may be changed or made for LTL (less than truckload) pickup of medium to large size shipments. You may want to do this if an appointment has been missed or needs to be changed.

Carrier Damage [FBA]

This disposition is applied to units, which were damaged by the carriers or distributors that Amazon uses for shipment deliveries. For units flagged as Carrier Damaged on inbound shipments, if you used an Amazon Partner Carrier, you may be entitled to a reimbursement for the damage caused to the units. You may submit a case via e-mail directly to the FBA department or contact Seller Support and ask to speak with an FBA Specialist. In both scenarios, a case must be submitted, which is handled by a separate team designated by Amazon. This team will review your request and get back to you with the resolution. Keep in mind that sellers must always follow Amazon requirements for Shipment Packaging. This helps avoid damage to inventory while in transit with the selected carrier, and is also important in determining eligible reimbursement for any carrier damaged units. See dispositions covered by Amazon Reimbursement Policies.

Cased Packed Products [FBA]

These are items or units that are packed directly by the manufacturer before getting shipped to the fulfillment center. Every box shipped contains equal quantities of a single SKU/product. When you create an inbound Shipment to a Fulfillment Center, and flag the shipment as case packed products, when the box or boxes arrive at the fulfillment center; a fulfillment center associate will open a box, scan a single unit, and set the box aside to continue with any remaining boxes. It's assumed that every box contains the same units and quantities per box shipped.

Category Approval deferred or denied [CAT]

If your Category Approval application isn't accepted, you may try to do the application again and get the same result—denied. Why is that?

If the team that processes this application sees the same information, this will most likely cause them to deny your application again. You may need to examine for yourself why your application wasn't accepted. Since you may not get a direct or an immediate answer from the Category Approval team, re-consider and then update whatever needs to be added or corrected.

  * Have you just opened a new seller account with no sales history?

  * Are you just starting a new business?

  * Do you have an already established supplier for your products?

  * Do you have customer receipts showing other previous sales?

  * Do you have quality certification or similar approval for your products, such as FDA approval?

  * Do you have UPCs for your products or other product identifiers?

Tips:

  * Work first to establish a trackrecord by selling other products you're already permitted to sell. Meanwhile, you'll may also show you're selling the products you wish to sell outside of Amazon to demonstrate your experience with them.

  * Study the product requirements for category approval for what you want to sell carefully.

  * You may try again for category approval when you're sure you're ready to meet these requirements.

Category Approval Processing [CAT]

When you apply for Category Approval, you'll first be asked to fill out an application, then you'll receive a response, generally within 24-48 hours.

Tips:

  * If you don't receive a response within 24 hours, you might consider waiting 24-48 hours before initiating an inquiry into what happened to the application.

  * The category approval process isn't an automatic approval process. The selection process is fairly strict, and preference is given to sellers who have proven sales experience, sales volume, and can meet certain additional requirements for the categories they apply for.

  * Repeated inquiries or opening new cases doesn't increase chances for getting Category Approval. However, a focused attempt to meet requirements could work.

Catalog discrepancy [CAT]

Product discrepancies for any aspect, such as weight, size, color, model number, any quantity or variation, should be reported to the Amazon Catalog Team through Seller Support. It's important to provide the ASIN, the catalog detail page, a reference that explains the discrepancy, plus any evidence you have for this, such as a manufacturer's web site, or photo image(s) with the UPC.

Change product details—no [ACT] [INV]

You shouldn't change any details of an ASIN after it has been created, unless you're adding product specifications which may be incomplete.

Tips:

  * If there's a catalog discrepancy, report this to the Catalog Team through Seller Support.

  * Don't change any product details in a listing which would negatively affect other sellers by changing the specifications of an already listed product. Any Seller who does this can be reported for a listing violation.

Change order from Merchant to Amazon Fulfillment [ACT] [FBA]

An order cannot be changed from Merchant to Amazon Fulfilled. However, you can make a multichannel order to be handled by FBA. You can do this by making a multichannel order yourself with a similar (but not the same) order ID.

Change Return Settings [ACT] [SHP]

Go to Settings, then Return Settings

A simple option format starts with your default return address or an option to change it.

For additional return options, you may be able to change the E-mail format, Default Automated Return Rules, use an Optional override, choose Your return mailing label, Return Merchant Authorization Number, and give Your return instructions.

If you have other options, these break down as follows:

  * E-mail format—can include links to Authorize, Close or Reply.

  * Default Automated Return Rules—you can choose to authorize each request, you can automatically authorize requests that meet Amazon policies, or you can have Amazon automatically authorize all requests.

  * Your return mailing label: You can set up for a paid or an unpaid return mailing label.

  * Return Merchant Authorization Number: You can let Amazon generate this number for you, or you can provide one.

  * Your return instructions: Add any instructions or information your buyer should know.

Changing Shipping Settings [SHP]

Professional Sellers can change certain shipping settings when shipping charges don't match costs. This option isn't offered, however, to Individual Sellers. Shipping settings can be modified directly by going to Settings, and then Shipping Settings. Choose Edit and follow the 3 stage process to change your settings. If this doesn't work as you wish, you may want to make a shipping template to modify shipping settings for special ASIN exceptions.

Change your Shipping Settings [ACT] [SHP]

You can change your shipping settings through a three stage process. Go to Settings, Shipping Settings to start. Check the shipping model and your present shipping settings. Select Edit to change yhe shipping settings,

  * Select the service regions and levels of Service for shipping.

  * Choose delivery rates for the shipping regions and levels of service you have chosen.

  * Review edited settings and confirm them if no further changes are needed. Or go back and change them. Submit and save settings when you're sure you have edited them as you want.

Tips: Allow up to 24 hours for new shipping settings to be updated. You may want to use shipping templates for certain products if these aren't covered by regular shipping rates.

Changing buyer address after a sale has been made. [SHP]

No address change can be made after an order has been made. The buyer has the opportunity to change or update his or her address up to when an order is placed. Although a buyer might contact you and request an address change, it won't be possible to change it, nor should a seller process a different address than the one provided by the buyer. A new order must be placed with the correct customer address if a shipping address is incorrect.

Charge-Backs [CSV]

Customers may initiate charge-backs though their credit card companies. Amazon may help you to represent a charge-back if you have a solid basis to defend your claim. A charge-back will reverse a credit card charge and return the money to your customer's account if it's completed.

Check to see if you have set up product tax codes. [ACT] [TAX]

Go to Settings, Tax Settings and confirm the state you set up for sales tax collection. Look for the Default Product Tax Code in the upper left corner. If you haven't checked the box and selected a default code for this, you haven't set up a PTC or Product Tax Code.

Check to see if your tax settings are set up. [ACT] [TAX]

Go to Settings, Tax Settings in your account. If you see a 4 stage process to set up your tax settings, then your tax settings haven't yet been set up (even if you started to do this previously). If you see an option to view your tax settings (history)—you can see what you set up already. As you proceed you should see the state(s) you've chosen, your state Tax Registration Number(s), a Default Product Tax Code if you've chosen this option, and other options you've selected such as tax enabled for shipping and gift wrapping if you've chosen any of these.

Check if your product is listed [ACT] [INV]

Use the ASIN of your product or go to your Inventory and click the product title. This should take you to the main detail page for your product. You should see your business name if you're on the main detail page. If not, check Other offers to find your product.

Tips: Make sure your product is active when you've listed it. If the product is inactive, you may need to investigate why, such as whether the product has a quality alert, or if some other issue interferes with the listing offer.

Check Manage Orders Regularly [ORD]

Check the orders queue in Manage Orders regularly every day. You may find email notifications are also convenient for informing you about orders, but these aren't always reliable. The bottom line is what you see directly in your account in Manage Orders.

Tip: Late shipments still count for seller metrics when those orders appear in Manage Orders, even if you didn't receive email notification

Check possible shipping costs and other fees before you list product(s) [INV]

Review shipping and other costs first to determine whether selling certain products will be profitable for you. Shipping costs may not always cover shipping credits, so you may need to consider how to offset extra costs in your product prices, or whether it's worth selling certain products.

Tip: Some products require higher sales prices to offset extra shipping costs, and certain product may not be worthwhile offering for online sales if shipping and other costs are too high.

Check your promotion carefully before you post it [ADV]

Use the Review option and check details that will be displayed. Read what's posted carefully.

  * Does your text have a claim code customers will see?

  * Is that what you want?

Check what you match [ACT] [CAT]

Check that the product you have matched in Amazon's catalog is, in fact, exactly the same product, with exactly the same product details as the product you're selling. If the product you matched is different in any way, you should delete and remove the listing.

Claim codes which are single-use can be used only once [ADV]

A single use Claim Code you use/chose for a promotion can only be used once. After that, you'll need to use a different code.

Tips: Single Use Claim Codes cannot be reused. A regular Claim Code, however, is reusable. Be careful not to confuse these since they could lead to unwanted sales.

Close account [ACT]

You may want to close your account if it's inactive or unprofitable. To do this, be sure to close any other accounts, since this would delay closure (such as Sponsored Products).

Follow this checkout list:

  * Other account(s) are closed

  * Listings are deleted, closed, or removed

  * No pending orders or shipments

  * No positive or negative balance of payments

  * No FBA inventory

Then do the following:

Step 1: Downgrade from Professional to Individual Seller.

Step 2: Request help from Seller Support to close account.

Closing Fee [PAY]

A closing fee of $ 0.99 is charged to Individual sellers for each item sold. In contrast to this, although Professional Sellers pay monthly subscription fees, they don't have to pay closing fees for the items they sell.

Closing Fees versus Subscription Fees [GEN]

As an Individual Seller, you don't have to pay a monthly subscription fee of $39.99. Instead of this, you'll need to pay a fixed closing fee of $0.99 for every item you sell. It's an economical option to be an Individual seller if you don't sell more than 40 items per month, but if you sold 100 items per month, being a Professional Seller would be better because you wouldn't pay fixed closing fees for $ 99.00 compared to $ 39.99 USD.

Colored Background—no [INV]

Don't use a colored background for images of your products. The background should be neutral white, and your product should fill 85 percent of the image space used.

Commission for Tax Collection Service [TAX]

The commission that Amazon charges for the sales tax it collects is 2.9 percent of the tax amount(s) collected.

Tip: Keep in mind that Amazon doesn't pay the sales tax for you. It collects and reports the sales tax amounts which are collected as part of your payments. You're still responsible for paying this money according to the legal tax requirements of your state(s).

Communications with your customers don't have a negative effect on your metrics [PER]

Unless your response is late, communications with your customers won't have a negative effect on your metrics.

Tip: If you negotiate or agree to a solution about an issue with your customer, Amazon encourages this and it won't negatively affect your metrics, even if there's a customer complaint. This assumes, of course, that you can effectively deal with the situation and help to resolve it.

Complex multivariable system [GEN]

A system with 3 or more interacting variables between physical elements and relations. Your seller account is a complex multivariable system which isn't always easy to manage because it interacts with other systems on Amazon's selling platform in ways that can be unpredictable.

Tips:

  * Learn as much as you can about managing your account to help you master what you need to become a more effective seller.

  * Learning about Systems Thinking could help you deal more effectively with problem solving and understanding your account better as an interactive system.

Configure tax settings [ACT] [TAX]

  * Choose Default Product Tax Code ( PTC—usually A_GEN_TAX)

  * Check boxes for tax collection obligations (state, county, city, district)

  * Assign a custom tax rate (not usually recommended—overrides tax settings)

  * Enter your state tax registration number(s).

  * Check boxes if you will apply taxes for shipping, handling and gift wrapping charges.

Contact a Catalog Specialist [ACT] [CAT]

You can talk with a catalog specialist if you have a listing issue or notice a detail page discrepancy you can't fix. Go to the link at the bottom of your Seller Central Page. Click Contact Seller Support and select the phone contact option. When you speak with an associate, ask to transfer to a Catalog Specialist.

Contact a Feeds Specialist [ACT] [INV]

Contact a Feeds Specialist if you have feed template issue. Go to the Contact Seller Support link at the bottom of your Seller Central account page. Ask for transfer help from a Feeds Specialist when you contact Seller Support.

Contact Customer Service [GEN]

The number for Customer Service is 1-866-216-1072. You may give this to sellers who need help with their FBA orders, or use it for other customer reasons if needed.

Contact Seller Performance [ACT] [PER]

If you need to communicate with Seller Performance, first select Contact Seller Support through the contact link at the bottom of your Seller Central Page. Explain why you need help from Seller Performance. You should get the email address for Seller Performance or a related department. In some cases, such as an account review, Seller Performance may initiate a phone contact with you. It's important that you have relevant information on hand to refer to this when you communicate with the Seller Performance team.

Tips: Contact support for Seller Performance is through email only. There's no direct phone support for Seller Performance, but you may discuss performance issues with Seller Support associates and get the contact email address for Seller Performance.

Contact Seller Support [ACT] [GEN]

At the bottom of your seller account page there's a link which says Contact Seller Support. You should click this to contact Seller Support and choose the support area you need help with. You will be given chat, email, or phone contact options. Select the contact method you prefer.

Tips:

  * Amazon will contact you by the contact method you choose.

  * Try to have information for what you need to discuss on hand such as a case ID, inventory ASIN or SKU, or order number.

Control of a listing [CAT]

Control of a listing may be exercised by the person who created the listing, by Amazon, or by another person who wins the Buy Box. Initially you'll have control of a listing detail page you create, and you may maintain that control for some time after that. But control of a listing isn't permanent. It depends on maintaining control of the Buy Box (staying on the main detail page) according to a special algorithm established by Amazon and can sometimes be lost.

Tip: You should avoid losing control of your listing after you set it up. This can happen if your listing becomes inactive, for example, when you are out of stock. Or it might happen if another seller competes with you to sell the same product at a lower price (even if it's yours). If you enter into a competition like this, it may be difficult to control.

Copycat Sellers [ARM]

Some sellers may try to hijack or imitate product listings, products, or accounts, by copying or cloning unique products, trying to brand generic products, creating similar brand titles, or product names that sound similar to popular brands or products. This may happen by copying, imitating, or taking listing images and product descriptions from other sellers, or by offering and selling counterfeit products.

Copyright Issues [ARM]

What you post on your Amazon account isn't protected by copyright laws unless you actually have a legal copyright. And then only what is copyrighted will be protected. This applies to trademarks and logos, as well, although Amazon will only allow one unique business name and logo for each account (which may not be repeated for another account).

Copyright Infringement [ARM]

If legal Copyright or Intellectual Property infringement is detected, Amazon will take action to ensure the violation ends. This may include the removal of product listings or other materials that are in violation, and possibly blocking any of the same, which may lead to suspension or closure of an account.

Courage [PER]

This is what you must have sometimes as a seller—to have the courage to say what needs to be said, do what needs to be done, make a difficult decision, or accept when you make a mistake.

Counterfeit [ARM]

Any product which is a replica of a brand name product, especially if it has similar or the same markings, name, or trademark information is considered counterfeit. A counterfeit product is an illegal copy of a trademarked product. Sellers who are detected selling counterfeit products will have their listings for these products blocked, and their accounts may be suspended or closed without possibility for reinstatement.

Tips:

  * You're responsible for selling original trademarked products. Make sure you verify the validity/sources of your suppliers before you list products for your business

  * If your products are suspected of being counterfeit, you'll be warned and notified, then your account may be suspended. If you don't provide positive proof otherwise, your account may end up being permanently closed.

Counterfeit Items [ARM]

If Amazon detects you're selling counterfeit items, your seller account may be suspended, your listings cancelled and your selling privileges removed. Even if you don't actually sell counterfeit items, your account may be placed on hold if it's under temporary investigation, and it could remain suspended until the status of your listings has been determined. If the items you're selling are determined, in fact, to be legitimate, your selling privileges will be reinstated. If Amazon discovers that any of your listings are counterfeit, however, these listings may be blocked, and/or your account could be suspended and closed.

Counting the cost [PAY]

Estimate all of your costs carefully before you list products for sale using Amazon. Some sellers may say they're uninformed about what the real costs might be and end up surprised by orders which have higher costs than expected. Investigation on your part may be necessary to determine whether or not it will be profitable to sell your products online. Information is available for you to read and study ahead of time. You should also do a preliminary study of shipping costs before you set your prices and put your products online.

Counterintuitive behavior [DEF] [GEN]

Whenever possible, learn to expect the unexpected. Some situations and behaviors are counterintuitive, that is, they won't be what you would logically expect. For cases like this, you'll need to restudy a problem to discover the root cause, because it's not what you think.

Counterintuitive System [DEF]

A system which is counterintuitive demonstrates a behavior which is different (or the opposite) from what your intuition or reasoning would expect. This often produces incorrect management decisions which may end up negatively impacting your business. It's important to examine a system carefully since certain unexpected behaviors stem from other causes you might not be aware of.

Continual Improvement [PER]

Nearly everything we do has a potential for improvement. Amazon uses the Japanese principle of Kaizen to continually improve operations in as many ways as possible. We must go beyond "good enough" if we want to find better and more effective ways to improve our business practices. This is a major reason why the Amazon Platform has performance evaluation metrics to provide detailed sales information and other performance information. This gives sellers effective feedback which shows them specific aspects they need to improve the most.

Create a Product [ACT] [INV]

(Use if you have an EAN, ISBN, or UPC for a new product)

  * Go to Inventory, Manage your Inventory.

  * Click Create Product.

  * Select 3-4 categories that provide the best placement for your product.

Add the most essential details first. You can add other details later.

1) For Vital Info, you are usually required to add:

a) Product Name:

b) Manufacturer:

c) Brand Name:

d) UPC, EAN or ISBN:

2) Click the next tab for Offer. For Offer, you are usually required to add:

a) Condition:

b) Your price:

c) Start selling date:

d) Quantity:

When this is done, if you see a yellow Save and Finish button, click to save your listing.

Tips:

  * You can add other details such as your image(s) and product description later (See entry for Edit Product Details.

  * You should see a confirmation greeting which gives you the SKU and ASIN for your product listing.

  * Copy the SKU and ASIN immediately for future reference.

Create a Promotion [ACT] [ADV]

  * Go to Advertising

  * Select Manage Promotions from the drop down box, then click Create a promotion

  * Choose the type of promotion you wish to offer (could be Free Shipping, Money Off, Buy One Get One, or External Benefits)

  * Specify products that qualify, i.e. "Product List" or "Entire Catalog"; specify Discount or Money Off.

  * Verify or enter tracking information for the promotion.

  * Specify whether or not a promotion code will be applied.

  * Write text for promotion information you want the customer to see; edit default terms and conditions.

  * Click Next; check Review, then click the Create Promotion button if everything is ready.

  * You should see the title and tracking information for your promotion.

Tip: Your promotion will appear if you have the "Buy-Box" detail page. Otherwise, customers may only see the promotion display details during check out.

See help page link for "Create a Promotion".

Customer Damaged [FBA]

This disposition is flagged when a unit gets returned to the fulfillment center from a buyer. However; a clarification must be made for this disposition; the fact that a unit gets flagged as customer damaged, doesn't necessarily mean that the unit was actually damaged. The fact that the buyer opened the package of the unit is enough for Amazon to consider the unit as customer damaged, even if it is in perfect condition. Simply request a removal order to have the unit shipped back to you. If the unit is suitable to be sold again, you may re-pack and ship it back to Amazon fulfillment centers and have it placed for sale once again.

Tip: It's important to highlight that Customer Damaged inventory isn't covered by Amazon FBA reimbursement policy.

Custom Date Range Reports [REP]

You have several options for setting your own Custom Date Range for reports. When you see a calendar icon, you can click it and set a start and an end date for the report you choose. This can be used for a variety of reports including Business Transactions, Order Reports, Summary Reports, Tax reports, and Transaction Reports. Reports are available in either Excel or PDF formats.

Customer Obsession [CSV]

Amazon's primary focus centers on customer satisfaction for all of its operations. Ideally, this obsession should become yours as well. Besides the apparent rhetoric, what does this mean? It means you're proactive and willing to go out of your way to accommodate a customer's desires, even when this sometimes entails a loss. Happy customers are more likely to generate additional sales, which also increases your overall income and performance. Money, in this case, is less relevant than overall experience for your customers.

Customer returns and refunds-Amazon Fulfilled [FBA]

Amazon will usually issue an early refund to customers who request return authorizations for the products they buy through Amazon Fulfillment. This assumes that the customer will behave honorably and return the product. Amazon allows 30 days from the date of a return request for the article to be returned. If the customer doesn't return the item as agreed and requested, Amazon may charge the customer again for the order.

Customer returns and refunds-Merchant Fulfilled [GEN]

It's better to wait until a product is returned (receive and inspect it) before you issue a refund. Generally, customers have up to 30 days to make a return request and return their products. Customers sometimes do not return products, however, or may return items which are used, damaged, different, opened, or incomplete. You can make a full or partial refund, depending upon the condition of the item(s) returned and the situation.

Customized or standard text option for promotion [ADV]

A standard promotion text option will auto-generate a customer viewed text depending on what options you choose. Keep in mind what your customers will see. If this isn't what you want for any reason, check and use a customized text option you want buyers to see, or eliminate the public display text.

### Chapter 4 - D

_Decoding Sales Volume and Storage Limits [FBA]_

Storage limits are based on inventory turnover for how much is sold annually. Amazon requires sales of over 8 percent or more of your inventory each month to increase your storage limits. This is equivalent to a yearly turnover of 96% or more. Sellers who sell less than 8 percent of their inventory each month won't qualify for a storage increase, and also risk having unsold inventory after six months or a year. This is the reason why storage limit increases (in the number of units stored) wouldn't be advisable or economical if turnover is less than 8 percent—unsold inventory would risk long term storage fees, or be removed for return to sellers or disposal.

Tips:

  * If annual sales turnover is equal to or more than 100%—that is, more than 8 percent per month—you may be eligible for a storage increase of 60 percent over the storage limit for standard sized or oversized products.

  * Higher turnover may allow an increase of up to 100 percent.

  * Increasing storage is now self-service. Check to see if you're eligible.

Default Product Tax Code [TAX]

This option appears in your tax settings is usually applied to all of your listings (unless you apply PTCs individually). The most common choice is A_GEN_TAX. You will find a drop down box in your tax settings with other Product Tax Code options.

Default replacement value

Refunds are usually based on sales history values or the default replacement value of products. Invoices may be required if there's no sales history.

Tip: Reevaluation is carried out only if it's used in place of default replacement values.

Defective [FBA]

This disposition is flagged for units that get returned to the fulfillment center from a buyer, or for defective units that are detected in available FBA stock. When a unit is shipped to the buyer and the buyer contacts Amazon Customer Service—stating that the unit is defective or isn't working as it's supposed to—Customer Service will provide a full refund to the buyer, and also generate a pre-paid mailing label for the buyer. The buyer then ships the product back to the fulfillment center. Once the unit arrives, it gets placed back into the seller's inventory, but the unit is set aside under Unfulfillable status and flagged with the disposition: Defective. Once a unit is flagged as defective, you must request a removal order and have the unit shipped back to you. This way you can follow up with your manufacturer, distributor, or retailer in order to claim any possible warranty.

Tip: It's important to note this disposition isn't covered by Amazon reimbursement policy.

Defer/Deferred [DEF]

Delay, or to put on hold until a future date. If an application is deferred, it's put on hold because it may be missing a requirement or certain information.

Deferred [DEF]

Delayed, put off until a future date. Ex. A category approval application that has been deferred is pending acceptance, or delayed until a future date (usually because something required is missing). If you receive an email message that your application for Brand Registry or Category Approval has been 'deferred' this means the process hasn't been completed. A deferred application is one that has been postponed or delayed, so approval won't be given unless some requirement is completed. This is equivalent to the application not being approved.

Tip: Unless you're given a choice for an immediate solution, a deferred application isn't accepted. You need to be aware of and accept this result, or make a new application that fulfills all requirements for approval.

Delivering your promise [CSV]

Consider every order a promise, and every delivery a fulfillment of that promise. How you fulfill your promise marks the difference between what makes you a good or an excellent seller. Customer satisfaction goes beyond delivery of an order since it also involves delivering what you promise, which satisfies your customer.

Denial [PER]

Denying a problem (when there is one), or denying you have any responsibility for that problem, won't solve it. The situation will persist or grow worse unless you're willing to face the issue and deal with it.

Tip: Although it may be difficult to accept your responsibility in a problem, this is usually the first step to solving it.

Denied [DEF]

If a request you make is denied, it hasn't been approved. For an application, your request won't be reconsidered unless you fulfill all requirements for the application process and apply again. If a request has been denied, one or more elements of your argument, evidence, presentation or petition is incomplete, invalid, or unacceptable. Decisions made concerning this are based on Amazon policies, which must also be followed, in case of an appeal.

Tip: Keep in mind certain decisions made by Amazon are final and won't be changed.

Deprecated/Deprecation [DEF]

Averted, no longer used. Something which has been deprecated has been eliminated and is no longer active or available. If you're informed that a certain function or feature has been deprecated, it will no longer work or be available.

Tip: Features that have been deprecated are usually replaced with new features, options, or alternatives that become functional in place of those that were deprecated.

Differences between a brick and mortar store and a virtual storefront [GEN]

The difference between a physical storefront and a virtual one is that your virtual storefront is scalable to any size, with physical inventory in any location you choose, and it can be configured for sales in any marketplace you wish to sell. Physical space requirements are quite different, since you will have lower overhead costs except for storing inventory and handling your sales. Internet advertising is easier on many levels, allowing you to reach many more potential customers. You may also store products in Amazon fulfillment centers.

Differences between business reports and payment reports [PAY]

Business reports give you more of a driving or traffic view of your business as it happens. These track sales traffic (i.e. items sold by ASIN), but don't show more realistically what happens to them, since orders may be canceled, returned, or affected later in other ways (such as refunds or A to Z claims).

Payment Reports and Transaction Reports give a more realistic idea of how sales traffic turns into income. These include orders, fees, and other transactions. Transaction Reports can be set up with Custom Date Ranges and are useful for a variety of purposes, including tax purposes.

Differences between Individual and Professional Seller Accounts [GEN]

Disbursement [DEF]

An electronic transfer payment into your bank account. This disbursement is made after every settlement period, which is usually no longer than 14 days or 2 weeks. A payment disbursement will usually be credited to your bank account in 3 to 5 business days.

Disbursement Cycle [PAY]

Disbursement payments are usually based on a period of 14 days. Payment will be registered as soon as shipment of an order is confirmed as delivered. Payment for orders in Individual Seller Accounts will be put on hold for 14 days.

Disbursements [PAY]

Payments based on your Settlement Reports are transferred to your bank account. Disbursements are initiated by Amazon, then received and processed by your bank through an ACH transfer to your checking account. Money is usually disbursed every 14 days. It takes an additional 3-5 days for the money to appear in your bank account.

Disbursement Issues [PAY]

Disbursements may not work for a number of different reasons. You should be aware what these might be in case the disbursement of a payment isn't completed or fails.

  * The bank account may not be set up correctly. If you set up a savings account or any account which doesn't accept ACH transfers, it won't work to disburse money to your bank account.

  * If a credit card is invalid or set up incorrectly, a periodic test of the credit card will fail and block a disbursement.

  * If a debit card is registered instead of a credit card, and it has an insufficient balance during a disbursement or credit card check, the disbursement may fail.

  * If bank account, credit card, or tax information is incorrect or invalid, disbursements of money to your account may be blocked or not work.

  * If a foreign bank account is registered that isn't accepted under Amazon policies, or cannot accept ACH transfers, payment disbursements will fail.

  * If an account is being investigated or under review, funds may be temporarily put into a holding status until the review is complete.

  * If an account is blocked, money won't be disbursed until the blocked status is resolved.

Tips:

  * Make sure your bank account and credit card are set up correctly as soon as you start.

  * Most debit cards won't work for a seller account.

Displacement Weight [FBA]

For certain lightweight bulky items, a special Displacement Weight charge will apply, instead of the regular weight fee, which is calculated by multiplying length x width x height in inches / 166 cubic inches per pound for a product. This will give an equivalent weight to be charged in pounds.

Tip: If weight charges seem higher than expected, calculate the volume of your product and divide by 166 cubic inches to estimate an equivalent displacement weight in pounds.

Disposing of inventory [FBA]

You can dispose of inventory you don't want returned by creating a removal order and choosing the option to dispose of this inventory. The cost for disposal is usually $ 0.15 per standard sized unit, and $ 0.30 per oversized unit. (check fees in case of price changes)

Tip: If removal and return of items isn't cost effective, they are expired, or if they're reaching storage period limits of 6 months or a year, you may want to dispose of them.

Distributed Inventory Placement (default setting) [FBA]

When sending an inbound shipment to FBA, the system for distributed placement, by default, will most likely make you split the units into multiple shipments to fulfillment centers in different locations. This works for both Media and Non-media categories. For example, if you're planning to ship 100 units, the system may ask you to send 50 to one location, 55 to a different one, and then 25 to another one. This may sound a bit complicated, so you may be wondering why you would have to pay for 3 different shipments when you could just pay for one. Amazon handles the logistics for many fulfillment centers and considers locations, space availability, staff, and how busy fulfillment centers are. For this reason, Amazon requests that you create multiple shipments to fulfillment centers for different locations. This is called Distributed Inventory Placement (which is the default setting). Keep in mind that Amazon has partner carriers, which makes it cheaper to ship for inbound shipments.

Tips: Even if you have to pay for 2 or 3 shipments, it may still be cheaper than sending just one shipment with a non-partnered carrier. Also, shipping units to multiple fulfillment centers, may expedite how fast your units are processed and sent to customers. With more than one center, units won't be subject to how busy a single fulfillment center is. If units go to 3 different fulfilment centers, the odds of 1 out of the 3 centers being less busy are better, and your units will probably get processed, placed for sale, and shipped faster to customers.

You'll find more details on the Distributed Placement Program help page.

Distributor Damaged [FBA] [NTF]

This disposition is normally applied to units that are delivered to the fulfillment center and arrive damaged by the distributor. For units flagged as Distributor Damaged on inbound shipments, if you utilized an Amazon Partner Carrier, you may be entitled to a reimbursement for the damage caused to the units. You may submit a case via e-mail directly to the FBA department or contact Seller Support and ask to speak with a FBA Specialist. In both scenarios, a case must be submitted. The FBA team will review your request and get back to you with a resolution.

Tip: Keep in mind to always follow Amazon requirements for Shipment Packaging. This helps avoid damage to your inventory while in transit with a selected carrier, and it's important in determining if you're eligible for a reimbursement for any carrier damaged unit.

Does Amazon know what I've done, even after I delete it? [FAQ] [INV]

The bottom line is that Amazon tracks the history of your product listings for what you've added, sold, removed, or changed, even if you delete them.

Don't call us. We'll call you (Amazon) [GEN]

Some teams, such as Brand Registry, Category Approval, and Seller Performance, don't offer regular phone support. This is intended by design, and isn't a system fault. These teams will contact sellers when necessary, and for exceptional situations they may do this by telephone.

Tip: When you contact Seller Support, you'll receive a call-back if you're a Professional Seller, or an email message if you're an Individual Seller. Other teams use email support.

Double Orders [ORD]

If you get double orders from a customer, you may want to check with your customer through a message (or call) to see if this was intentional, or if it was a mistake when an order was accidentally made twice.

Tips: Check to confirm (if possible) whether the customer wants to make the same order twice. If the customer doesn't want one of the orders, the customer may confirm he/she wants to cancel one of the orders (best through messaging). You may cancel one of them and note that customer requested order cancellation as the reason for cancellation.

Do you have to be a Professional Seller to open and use FBA features? [FAQ] [FBA]

No, you can start using Fulfillment by Amazon either as an Individual or Professional Seller. You may be invited to upgrade to become a Professional Seller, but you can sign up and send your products to Fulfillment Centers as an Individual Seller, with the same conditions as Professional Sellers.

Downgrading to Individual Seller [GEN]

It may be better to downgrade from Professional to Individual Seller if you aren't selling many (or any) items in your selling account and aren't using most account features. If you're not making much use of your account, it doesn't make sense to pay nearly $40 per month for services you don't take advantage of and pay a monthly subscription fee. An Individual Seller account may still be a good option, and you can learn more about using seller platform features. If you do well in the future, you can upgrade to become a Professional Seller again.

Downgrade from Professional to Individual Seller—self-service downgrade [ACT] [GEN]

You may downgrade your account from Professional to Individual if you see the option to do so by going to Settings, Account Info, and Selling Plan (Professional –or Individual). Choose the option to change selling plan (if there is one) and select, then confirm the change to become an Individual Seller. Downgrading isn't always an option if you have other services such as Sponsored Ads. You'll need to close the other service first before you can downgrade your account.

After a change to Individual Seller is applied, certain features you had as a Professional seller in your account will no longer be available. You'll no longer be able to change shipping settings, create promotions, change, or update your inventory through feeds templates, use tax collection services, or have direct seller phone support (this will be handled by email) . In addition, you'll be charged a closing fee of $0.99 for every item transaction in an order. You won't, however, be charged a monthly $39.99 subscription fee, and will only be charged when you sell products.

Tips:

  * Normally, you are the one who downgrades your account.

  * If you can't downgrade, your account may have pending issues and you'll need to contact Seller Support.

  * Keep in mind that your account may go under a review and be temporarily inactive.

Download reports and templates from your Seller Account [ACT] [GEN]

You can download reports and templates that provide important information for your account. These include business reports (of ASIN sales and listing traffic), inventory reports, order reports, payment settlement reports, summary reports and transaction reports. In addition, there are a variety of feeds templates you can use to handle larger volumes of data for your account.

Tips:

  * See Reports and Feed Templates.

  * This is available for Professional accounts.

Drop shipping [SHP]

Drop shipping isn't an acceptable practice for most Amazon sellers since you need actual inventory quantities to guarantee the fulfillment of your orders. You might count on rapid inventory replacement for items when your inventory is low, but don't list products that aren't actually on hand for fulfilling orders.

Tip: Items without inventory will be temporarily inactive.

Duplicate ASIN's for the same product—no [PER]

Although some sellers may try to tweak the system and create duplicate listings for the same product, this is against Amazon policies. It may create system issues as well as confusion for buyers and other sellers. A basic guideline for all listings is to create one ASIN listing for each product with a single EAN, ISBN, or UPC product identifier. Your best option is not to duplicate any listing, since this may deactivate or suppress Merchant Fulfilled or Amazon Fulfilled listings.

Tips: Sellers who are unaware or ignore system limitations may create try to create alternate, clones, or duplicate ASIN's by using different product identifiers such as a 12 digit UPC product identifier and then add, for example, a zero to the UPC, for an equivalent 13 digit EAN product identifier. The system will often identify discrepancies, flag them with error codes, and deactivate them.

Duplicate Return Request [ORD]

If you receive 2 return requests for the same order you can simply cancel the extra or duplicate return request and indicate that it's a duplicate request. Best practice is to write a memo to the buyer for the canceled request and give the RMA of the return request you've authorized.

Duplicate SKU's [CAT]

Listings for existing inventory should be removed if you have duplicate SKU's for the same ASIN (with the same condition and fulfillment). You can, however, have more than one SKU for Merchant and Amazon Fulfilled (FBA) inventory, or if you have the same product in two different conditions, such as New and Used, Like New.

### Chapter 5 - E

EAN—European Article Number. [CAT]

This is a product identifier, similar to a Universal Product Code or UPC. It's also related to a standard bar code and has 13 digits.

Tip: You usually need to add an EAN (European Article Number) or a UPC (Universal Product Code) to successfully add or list a new product that isn't already in the Amazon catalog.

Edit a product selection for a promotion [ADV]

You can edit and update a product selection for a promotion by going to Manage Product Selection. Choose the product selection you want to edit, then scroll down to find and click the Edit button. You'll be able to modify the product selection list, add or change whatever you require, and then click the Update button to update your product selection.

Tips:

  * The Edit mode can be useful if you discover information is missing, or if you added the wrong information and need to change it.

  * Keep in mind that the title of a product selection cannot be changed or deleted after it's been set up.

Edit a shipment [SHP]

Go to Manage Orders, then look for and select Edit Shipment button. Look up the order number you want to work with. You may change details such updating the tracking number, or other shipment details. Then press Reconfirm Shipment to update the details you've added with new information you've corrected or edited.

Editing an Inventory Listing [GEN]

Go to "Actions", "Edit details" or "Relist". Observe the tabs for the details you wish to add, change, or update.

Tip: Edit details where you see alerts to fix, if there's stock to update, or if you wish to reactivate listings which are inactive.

EIN—Electronic Identification Number [TAX]

This is your tax identification number used for Federal Tax purposes, similar to a social security number.

Email messaging doesn't always work [GEN] [NTF]

Although it's a good idea to have email messages sent for orders, customer contacts, and other notifications, messaging through a third party email service isn't always reliable since messages may be blocked or filtered, and not delivered to your inbox. It's best to rely upon your seller account first for all important information, and check it regularly. Email messaging helps to update what you know, but keep in mind that messages may sometimes be blocked or undeliverable, even when they have, in fact, been sent by Amazon.

Email Restrictions [PER]

You shouldn't send personal email addresses, telephone numbers, or web links, nor should you include personal information in your contacts or messages. This is for privacy and security.

Email Support [GEN]

Several of Amazon's teams are available only through email support. These include the teams for Brand Registry, Category Approval, and Seller Performance. Although you may want to speak with a representative from one of these teams, phone support isn't directly available.

Equivalent EAN [GEN]

A prefix of zero plus the digits of a UPC (Universal Product Code, i.e. bar code) may be equivalent to an EAN or European Article Number.

Tips: Don't try to create another ASIN for the same product with a different UPC or EAN. Otherwise, this could create a product identifier (or labeling) error which could suppress the listings for that product. Each product should be listed with only one ASIN (Amazon Standard Identification Number). If you need to create an alternate product listing with a different condition or fulfillment method, you can create a listing for the same EAN with a different SKU (Stock Keeping Unit).

Escalate/escalation [DEF]

A situation may escalate when it changes rapidly or suddenly grows out of control. This may happen if you make a price error, for example, by setting an extremely low price that produces a flood of unexpected orders, or it may happen when you're discussing something with a customer and he/she becomes suddenly upset, or emotionally out of control.

Exceptional Disbursement—Usually not [PAY]

Amazon may not accept a request if it's based on a non-Amazon related issue even if the request is strongly evident for personal reasons. So a request based on a personal medical or financial reason may not be approved. Requests of this type aren't automatically approved, and are only granted for exceptional business reasons which are authorized by the Amazon Payments Team.

Tip: An early disbursement request for a payment that failed is more likely to be approved. Although this sounds counterintuitive, payments which have already been processed, but failed to be disbursed, are given priority.

Exceptional Disbursement—Yes [PAY]

An exceptional disbursement request may be accepted if previous disbursements you had scheduled failed, and the situation that blocked those disbursements has been fixed. So early disbursement requests are more likely to be accepted for reasons that are related to your Amazon account, rather than reasons based on other situations.

Exchanges—usually not [ORD]

The option to handle an exchange is possible, but this isn't a normal Amazon transaction, so you'll need to negotiate and arrange this with your customer on your own. If you authorize a refund, you have the option to issue a full or partial refund for your order. You could also offer a credit to your customer and send another item to that person. This must be done by sellers since Amazon only handles single transactions and each new order/change is considered another sale. For postage costs, you can negotiate with your customer and offer an exchange option, but you'll need to collect payment directly from your customer to cover postage, not through Amazon.

Tip: It may be better to cancel and refund the order, and then ask your customer to order again.

Expect the unexpected [GEN] What does that mean? In simple terms: be prepared.

Be prepared to face unexpected emergencies. Learn how to make quick decisions to deal with difficulties you encounter. These are situations you won't know about in advance, so part of being prepared is learning to face certain problems without letting emotions control your decisions.

Expired Inventory Issues [FBA] [NTF]

If you believe that inventory reported as expired hasn't actually reached its expiration, please report this issue to FBA Seller Support. The product can be checked to confirm the expiration date(s). Provide the ASIN for your product for Amazon to check, and allow several days for a response, since your inventory may be distributed between several different fulfillment centers. If the expiration date is still valid and needs to be corrected or changed, Amazon will update your ASIN/FNSKU with the right information and return the unexpired items to your inventory.

Tips:

  * Keep in mind that you should remove or dispose of unfulfillable expired inventory and remember there's a 30 day limit before unfulfillable inventory is automatically removed and disposed of.

  * It may be a good idea to offer a sale on items that are close to expiration dates (when they approach 3 months from date of expiration).

  * What happens to expired products? These may be automatically removed and disposed of, so it's best to recover unfulfillable expired units before disposal if that's what you want to do. You've got up to 30 days to do this (then the unfulfillable inventory will be disposed of).

### Chapter 6 - F

_Failed Disbursements [PAY]_

Bank transfers of payments that don't succeed are called failed disbursements. Disbursements made by Amazon to your bank may fail if your bank account doesn't accept the transfer protocol.

Tips: Contact your bank if one or more disbursements fail to review payment information and confirm if ACH transfer protocol works with your account. Otherwise, future transfers may still fail.

False Claims—customer [CSV]

Some customers may make false claims that products are broken, damaged, defective, or undelivered. In some cases, you could have evidence to refute such a claim, but not always. This is part of the cost of doing business.

False Claims—seller [PER]

If a seller makes false (or unproven) claims about a product, it's likely that customers will complain and the seller's listing(s) or account may be suspended.

False Sale—seller [PER]

If a seller makes a false sale—that is, if the seller confirms an order but doesn't actually ship it—the buyer can make an A to Z claim for a refund and the money paid for the order will be refunded to the buyer and deducted from the seller's payments. If this has been done on purpose, it's possible the seller's account will be suspended.

FBA [FBA]

This acronym stands for Fulfillment by Amazon, frequently used for the Amazon platform. FBA refers to everything that's related to Fulfillment by Amazon. This is a way for sellers to have their inventory handled for them by Amazon, and shipped with every confirmed order, which includes customer service. Buyers have learned to have confidence in FBA services, so this is a strong selling point for many product offerings.

FBA and Merchant Fulfillment [INV]

You can set up your inventory to be Merchant Fulfilled or Fulfilled by Amazon (FBA). Normally, you choose one or the other, but you can have some products that are Merchant Fulfilled and others which are Fulfilled by Amazon. For exceptional cases, certain sellers offer both Merchant Fulfilled and FBA for the same products, but two SKU's are required for each ASIN. This may be useful if you have available inventory yourself and FBA inventory is low or out of stock.

FBA cancel—no [FBA]

You don't need to cancel FBA service or worry about cancelling it—as long as you don't use it, or have FBA inventory, you won't be charged.

Tip: Remember to make sure you've removed all your regular and long term FBA inventory if you have any, or you'll be charged storage fee surcharges (i.e. risk Long Term Storage Fees).

FBA Export [FBA]

Sellers can export eligible inventory if they choose the FBA Export option. This option was once limited to media items, but the list of exportable products has increased as this is used more by sellers.

FBA Free Shipping Promotion—no [ADV]

Free Shipping promotions aren't available for FBA products you send to fulfillment centers. Shipping promotions, on the other hand, can be offered to your customers instead for Merchant Fulfilled products.

Tips:

  * You can offer promotions for products that you ship as Merchant Fulfilled (MF), even if they have the same product ASIN's as Amazon Fulfilled listings.

  * They will have different SKU's (Stock Keeping Units), 1 for Merchant fulfilled, and 1 for Amazon Fulfilled.

FBA Reimbursement Policy [FBA]

If Amazon determines that it's responsible for products which are damaged or missing, sellers will be reimbursed based on either the default replacement value of the product(s) or product sales history. If there's no sales history and the default value(s) appears to be too low, sellers may also provide purchase invoices which show the cost of the product.

FBA Storage Fees [FBA]

Fulfillment center storage fees are calculated according to volume in cubic feet, rounded up to the nearest cubic foot. From January to September, the standard charge per cubic foot is lower per month. From October to December, the storage charges per cubic food are higher.

Tips:

  * Fees per month vary and are higher during peak months between October and December

  * Keep this in mind when you're sending inventory during high season (October, November, and December).

FC [FBA]

This acronym stands for Fulfillment Center. Amazon Fulfillment Centers are located in strategic locations throughout the United States (and worldwide) in order to facilitate rapid deliveries of products as effectively as possible.

FDA [DEF]

The US Food and Drug Administration is a regulatory agency, which checks to see that products meet certain standards. These are used to control product qualities for human consumption in the United States.

FDA Approval [CAT]

For some categories, FDA approval is required for Brand Registry or Catalog Approval. This could be important if you're completing an application for Category Approval. The team will ask for FDA certification if it's necessary.

Feed [FDS]

A feed is a template file, which can be used to upload or update your inventory. A Feeds file is usually prepared from an Excel compatible spreadsheet. Feeds files made from Excel files must be re-saved and uploaded as text tab delimited files.

Feedback [DEF]

Feedback is part of a guidance and control system. All forms of feedback are relevant, both positive and negative.

Tips:

  * Paying close attention to feedback gives important indicators of what you may need to improve most.

  * A simple desire to eliminate negative feedback without examining it isn't recommendable for several reasons. You should consider what the customer says about your service. This may help you correct future issues, reduce ODR (the Order Defect Rate), and improve future performance.

Feedback-Customer Response [DEF]

Customer feedback about your service is given a general rating from 1 to 5. Although customers aren't likely to give feedback most of the time, this is an important measurement of memorable performance, whether it's positive or negative. Negative feedback of 1-2 will be also reflected in your Order Defect Rate, suggesting what could or should be improved for a certain order. 3 is neutral feedback. A feedback rating of 4 or 5 is considered positive.

Feedback not removed [PER]

If you request feedback removal, but it isn't being removed, what can you do? –Look at the situation as a learning experience. Examine what happened and why, and consider how to change the situation if it occurs again.

Feedback Removal-Amazon [GEN]

You may request feedback removal from Amazon when feedback goes against specific Amazon policies which will be removed in the following situations:

  * The feedback uses obscene language.

  * The feedback uses your personal or business name.

  * The feedback is a product review, rather than a response to your service.

Tip: You may not get a feedback response removed if the content of the feedback is questionable as to whether it's true, correct, or logical. (see Feedback Removal policies)

Feedback removal-customer [PER]

You may request customer feedback removal by going to the Contact Seller Support link in your Seller Central Account. After you click the link, select Orders, Customer Feedback problem. Read the background instructions, and then put in the order number to be checked for feedback removal. Select the reason from the options given. Keep in mind that if you don't see a feedback removal option for the situation that you think applies, the feedback might not be removed.

Feedback Removal—Multiple requests [PER]

Some sellers think that the solution to negative feedback response is to make constant requests for its removal. This follows an idea from a minority who assume their metrics will somehow be perfect if feedback is removed as if it were never given. These sellers may be forgetting customers who gave this feedback.

Tips:

  * If you receive negative feedback repeatedly, this doesn't suggest good performance, or that the best option is only to request feedback removal.

  * This implies you should consider why you may be getting such feedback in the first place, and consider what you could do to provide better customer experience that would prevent such feedback in the future.

  * Even negative feedback is part of a guidance system. If you ignore or pretend it never happened, this may skew your perception(s) and lead to wrong assumptions or decisions in the future for your business.

Feedback Removal Request—not accepted

Although you may make one or more requests, certain types of negative customer feedback won't be removed. What can you do? Look at this as a learning experience. If there was a problem related to service, consider how to deal with the same type of problem in the future if it reoccurs. If it isn't something you could have controlled, you still may want to think of ways to be prepared for the future.

Fee discrepancy [PAY]

You may notice a discrepancy for the fees charges of a product if it's been categorized incorrectly or if product dimensions are incorrect. It isn't possible to change the fees for a product after an order has been made.

Tips:

  * Contact the Catalog Team to see if the product ASIN listing should be re-categorized;

  * A product category will only be changed if it has been mis-categorized—changes won't be applied just to take advantage of lower fees.

  * Contact Seller Support if the dimensions of a product need to be re-measured.

Fee preview option [PAY]

A Fee Preview lets you see the Amazon referral fee for your items (and a closing fee for Individual sellers). This could include the referral fee, a variable closing fee, minimum per item fee, and/or FBA fees. This is for your information only.

Tip: Amazon fees are based on the categorization and dimensions of your products. Fees may vary for different categories and size tiers.

File for report opens in WordPad as a text file, but I need to open it with Excel [REP]

Copy the text file by using Ctrl A, Copy, and then Paste the File (or use CTRL V) by opening a blank Excel spreadsheet, and paste it in the first cell (left top column) of the Excel spreadsheet.

FIFO—First in, First Out [FBA]

First in, first out is used for products that are fulfilled in order shipments. This also is applied to inventory calculations for Long Term Storage Fees.

Tip: Think of this as a shipping queue. What comes in first, goes out first.

Finding that you've made a mistake is difficult. [PER]

It's difficult to accept that you may be the source of a mistake:

  * Intellectually—because it's not what you expected (in most cases you may not be aware).

  * Emotionally—because it's not easy to accept when you make a mistake.

  * Physically—because you may be required to do something you didn't originally want to do.

Tip: Consider that discovering you've made a mistake may lead to solving an important problem.

Final Word [PER]

After an appeal process has been completed and reviewed, the decision made by Amazon is final. It won't help to start an appeal process again, or insist with the expectation that the decision will be reverted or overturned. You need to accept when Amazon has given the final word.

Fixing quality alerts for active listings [INV]

Quality alerts, for listings which are active, are intended as indicators you can follow to make improvements. These don't affect your ability to list these products. It's a good idea to fix whatever details you can for these listings, since they might later be suppressed (become inactive).

Tips: Check when you see yellow triangle quality alerts. Examples of these alerts can be for brand name or manufacturer discrepancies, condition or condition note discrepancies, images (missing or defective in some way), the product description, or other product specification errors or missing details.

Flat rate per shipment fee [SHP]

For each order you ship as Merchant Fulfilled, there's usually a single flat rate shipping fee per order, plus an additional per pound or per item fee, if you choose default shipping settings.

Tip: The flat rate shipping fee is per shipment, not per item—though there's a per item charge that's available if you wish by changing from "weight" to "per item".

FNSKU [FBA] [DEF]

This acronym stands for Fulfillment Network Stock Keeping Unit. The Amazon system assigns a unique FNSKU to a seller's listing (with FBA labeling) that gets converted to FBA (Fulfilled by Amazon). These are used for labeling in Fulfillment Centers. FNSKU's usually start with X00... instead of B00... like regular ASINs.

Follow up [CSV]

Effective response within 24 hours is essential for your success as a seller. Response is based on a correct decision being made as soon as possible. In real situations, external distractions may delay response and produce customer dissatisfaction. Your goal should be to respond in the shortest time possible.

Forgot password? [GEN]

If you forget your password, look for the "forgot password" option in your sign-in window. Click this and a link will be sent to your email address to reset your password.

Tips:

  * Don't try to input your password repeatedly (3 times in a row) or you'll be locked out and require assistance from Seller Support to regain access to your account.

  * In some cases, you'll need to contact Customer Service first to fix your customer account before you can fix an issue in your seller account.

Fraud [ARM] [PER]

Any intentional misrepresentation of an order, product, service, or transaction is fraud. Sellers who are identified as having engaged in fraud will be blocked or suspended. This is something you don't want to be involved with under any circumstance. Amazon has teams which are on the alert and use a number of different ways to detect fraud. If you and/or your account are discovered to be associated with any violation involving fraud, your account will be suspended. If it's a recurring situation, your account will be permanently closed. You may also lose any funds or products that have been involved in fraudulent transactions, or be required to wait 90 days before a final payment is made after the account is closed.

Frauded Account—[ARM] [PER]

A frauded account is an account that has been hacked. If you believe your account has been compromised or hacked, you should contact Amazon Seller Support immediately. Your account will be temporarily suspended to prevent unauthorized use or access, and a team will start right away to investigate to discover what has happened. After the team has determined the root cause of this problem and dealt with it, normal access to your account will usually be reinstated.

Free Shipping—Promotion [ADV]

Free shipping can be offered with a promotion for Merchant Fulfillment. You will first need to make a product selection unless you wish to apply this option to your entire catalog. Once you make and choose the product selection, you may apply it, usually to products your customer purchases during a limited time sales offer. You can make this offer to general customers, or it can be more selective for your special customers with a claim code. See Create a Promotion.

Free Shipping Templates [FDS]

You can use a shipping template to offer different shipping rates or free shipping. See Shipping Templates.

Frequently Used Acronyms [DEF]

APP Application

MYO Manage Your Orders

ASIN Amazon Standard Identification Number

PTC Product Tax Code

EAN European Assignment Number

RMA Return Merchandise Authorization

FBA Fulfillment by Amazon

SKU Stock Keeping Unit

ISBN International Standard Book Number

UPC Universal Product Code

MYI Manage Your Inventory

TIN Tax Identification Number

Fulfillable [FBA]

This is a term frequently used for the Fulfillment by Amazon program. It's used to designate the status of units that were received, scanned and stored without any issues, and are ready for sale. When units are added under Fulfillable status, the system will automatically activate your listing for sale.

Fulfillment by Amazon Fees [FBA]

Fulfillment by Amazon offers a variety of services to choose from, depending on seller business and inventory needs. You may choose to start using one or several services, which will help you handle logistics when managing your FBA inventory. Each of these additional services has a separate fee. The regular FBA fees are: Order Handling Fee, Pick and Pack fee, and a Weight Handling fee. These rates vary by sales channel and product tier. For example, fees for orders placed on Amazon.com are different from multi-channel order fees. The same scenario applies for product size tiers, such as standard size and oversize products, or for media and non-media items. Look for updated breakdowns of FBA fees.

Tips: Be aware that Fulfillment by Amazon fees are subject to constant review, and these fees may change at any time. Amazon gives advanced notice so sellers can plan accordingly.

Fulfillment by Amazon Reimbursement for Damaged or Lost Inventory Policy [FBA]

Many sellers believe that Amazon will provide a reimbursement under any circumstance for lost or damaged inventory. That's not really how it works. Amazon has clear reimbursement policies for lost or damaged inventory. Keep in mind that Fulfillment by Amazon is an optional service. Be careful to review the benefits of the program before using it. You should aware of all policies in order to know in advance under what circumstances, Amazon gives reimbursement for damaged or lost inventory. When Amazon takes responsibility for lost or damaged inventory, Amazon will reimburse for the Replacement Value of the unit, based on an estimation of the unit's value minus any applicable FBA and selling fees. Factors taken into consideration for reimbursement, include sales history and the price of the item (both your price and other sellers' prices).

Here are examples of what is covered and not covered by this policy.

Covered by this policy:

  * Units lost or damaged while in an Amazon fulfillment center

  * Units missing for more than 30 consecutive days within an Amazon fulfillment center

  * Units lost or damaged by one of the partner carriers or distributors used by Amazon to deliver units to the buyers

  * Units lost or damaged in transit to the fulfillment centers when using Amazon Partnered Carriers

Not covered by this policy:

  * Units that arrive at the fulfillment center which are expired or defective

  * Any restricted products that were lost or damaged in a removal order

  * Units that were damaged in transit to the fulfillment centers due to poor/defective packaging. This applies even when using Amazon Partnered Carriers. Always follow Amazon Shipment Packaging Requirements before sending an inbound shipment so products are secure. If packaging requirements are followed, and some units are still damaged, reimbursement is more likely.

Fulfillment Center [FBA]

This refers to one of the multiple physical warehouse locations in which Amazon stores, picks, packs and ships items/units purchased by buyers. There are dozens of fulfillment centers established all over United States, and many more in different countries around the world.

Fulfillment Methods [GEN]

Shipping your orders may be fulfilled in two ways:

  * Merchant fulfilled—You may fulfill an order and ship it yourself. In this case you pack, pay shipping, and ship the order using the carrier of your choice.

  * Fulfillment by Amazon (FBA)—you may ship your products to an Amazon Fulfillment Center and Amazon will fulfill and ship product orders for you.

Fulfillment Order [FBA]

This refers to any FBA order placed on amazon.com or a multi-channel order, in which Amazon will take care of the fulfillment process. When you ship your inventory for Fulfillment by Amazon, you aren't sending an order, you're sending a shipment. Sometimes sellers call Amazon Seller Support and start talking about an order they are working on, when in reality they're referring to a shipping plan, or an inbound shipment. This information will help you communicate better with Amazon FBA Specialists.

Tips: Fulfillment orders can be found in Manage Orders. Keep in mind that an inbound shipment that you send to Amazon isn't a Fulfillment Order that is sent to customers. You can search for it in Manage Shipments.

### Chapter 7 - G

_Generate a Transaction Report [ACT]_

  * You can generate a Transaction Report by going to Reports, then Payments.

  * Select Date Range Reports, then select Generate a Report.

  * You have two options. Select Summary (.pdf file) or Transaction (excel file) report.

  * Select the date range for the report (day, month, and year). Then click Generate.

Getting Category Approval [CAT] [RST]

You're more likely to get Category Approval (to sell products in certain restricted categories) if:

  * You're already selling other products with Amazon and have a proven track record.

  * You have very good to excellent performance metrics, which are all Green.

  * You're selling products which are certified and approved, such as products already being sold through Amazon.

  * You already have a business with sales volume (previous orders) for the product you're selling.

  * Your listings are professional and complete with high quality images that comply with Amazon image and listing policies.

Getting Started with Amazon [GEN]

Help pages, videos, and a wide variety of tools can make selling your products online easier to do. These provide essential information and details you need to learn operations and features of your account.

Tip: It's worth the effort to study Amazon's "Getting Started" materials since this helps avoid potential problems as you're managing a new account.

Good isn't good enough [PER]

Although you may do something fairly well, it's not good enough if it's not your best. Your goal should be to do the best you can. Even what you do well can be improved. The Japanese way, often described as "The Toyota Way" is a constant devotion to continual improvement, by finding new ways to do things better, all of the time.

Tips: Do the best you can. Look continually for better ways to do things.

Green [GEN]

Green is good, or good to go. In many cases, approval for Brand Registry, Category Approval, Special Listings, or new options may require Account metrics with all green performance.

Green— 'all green' [PER]

Green signals Seller Performance that you're doing well in all areas of your account and are making great progress. Your seller health is fine if your performance signals are green since your customers are satisfied, orders are fulfilled well and on time, with little or no defects. Your message communications are processed in a timely manner and you've demonstrated effective response to a variety of situations both positive and negative.

GS1—Website for bar code identifiers [INV][CAT]

GS1 is the official go to site for bar codes that is used to identify products being sold through Amazon. This site is preferable if products don't already have bar codes. See http://www.gs1.org/

GTIC's—Global Trade Identifier Codes [INV][CAT]

You may use GTIC's or Global Trade Identifier Codes if your products have Amazon Brand Registry and don't use regular product identifiers such as UPC's. This usually assumes you're also a product manufacturer rather than a distributor or regular seller.

### Chapter 8 - H

Hazmat [DEF] [FBA] [HAZ]

Hazardous Materials—Some product materials are considered hazardous and may have shipping restrictions. This could make them unacceptable for Fulfillment by Amazon, or for customer returns. If you have a doubt about this in relation to one of your products, you should contact Seller Performance to check about the product ASIN that concerns you.

Hazmat Review [FBA] [HAZ]

New listings may require a hazmat review to qualify the product for inbound shipments. This applies to new products that haven't been listed. It usually about 7 business days to complete an FBA hazmat review for a new product, assuming there are no problems. Potentially restricted products will be flagged for hazmat and these may have to be removed or disposed of if they've been sent without authorization. Amazon's product compliance team periodically updates hazmat policies and compliance regulations or requirements. Your product may need a Materials Safety Data Sheet from the manufacturer of your product if it's considered to be a hazmat item.

Hazmat Review—Repeated Request [FBA] [HAZ]

At times the attributes of a product may be confused with hazmat attributes that don't apply. If this happens, please alert Seller Support and request a new Product compliance review request. Keep in mind that you'll need to present new evidence that confirms what you're claiming, such as updated and accurate flash point (flammability) information. If the team determines that your product shouldn't be classified as hazmat, it will lift the restriction and allow your products to be sent in inbound shipments. With patience and dedication, you'll be able to get regular FBA listings approved or reinstated.

How and when do I need to pay taxes? [FAQ] [TAX]

You may be required to pay Federal Income Taxes based on the gross income of your business, and are required to report gross (total) income. You should also pay sales tax for sales to customers who have shipping addresses in the state(s) where your business is registered.

Tip: If you don't sign up for the Amazon Sales Tax Collection Service, you're responsible for calculating and paying sales taxes yourself.

How can a buyer apply for tax exemption status? [FAQ] [CSV]

Inform the buyer that he/she should sign up for the Amazon Tax Exemption Program through Customer Service.

(See also Tax exemption)

How can a buyer cancel an order after 30 minutes? [FAQ] [ORD]

The buyer must contact you (the seller) and request cancellation through customer messaging. If you haven't already shipped the order, you can cancel it and give as the reason, "buyer requested cancellation." Metrics won't be affected by a cancellation if there's a message that requests the cancellation.

How can I improve the ranking of a product I'm selling? [FAQ] [PER]

Ranking uses an automated algorithm that isn't specifically explained for products. This is based on sales history (which is ranked) and product performance, which also relates to customer response, such as order defect rates and other feedback.

Tip: See the help pages related to Product Performance and Improving Product Performance

How can I re-list a product that I previously listed, but now has been blocked? [FAQ] [INV]

A listing that has been blocked cannot be relisted unless you have permission from Seller Performance. To do this, you need to address the reason why the product listing was blocked and show evidence that the issue you were notified about has been resolved. You need to send your explanation, evidence for what changes the situation, and your request to re-list the product to the Seller Performance team.

Tip: Get the email address for Seller Performance from Seller Support and send the information and your request to this team with any necessary attachments.

How to change an SKU in your inventory. [INV]

To change an SKU catalog code, you need to delete the listing that has an SKU you want to change. Add information again with the same ASIN and then a new SKU. You can reuse a previous SKU code if it hasn't been listed in the last 24 hours. This shouldn't affect your sales history.

How do I report a violation? [FAQ] [ARM]

At the bottom of your Seller Central account page you have a Contact Seller Support link you can use to report a violation. Click the link and then select "Report a violation." This generally relates to a detail page or a listing violation, but you may also specify another issue when you give an additional explanation or information. Violations are generally related to other sellers. If you wish to report an issue involving a buyer, you may want to report a Community Rules violation and should directly contact Amazon Seller Support for more information and a contact email address or link to do this.

For guidelines related to creating a product detail page, see the help page for Add a Product.

For listing restrictions related to different products, see the help page for Product Restrictions.

How do I Contact Amazon? [FAQ] [GEN]

Look for a contact link near the bottom left-hand side of the page which says: Contact Seller Support. When you click this link you'll see a drop down menu of different options you can specify for help from Seller Support.

How do I Contact a Buyer? [FAQ] [GEN]

Orders contain the buyer's name which you can click to send a message. Email communication with a buyer provides documentation about your contact, which can be tracked or followed up. In some cases, you may have an option to see the customer's telephone information. Although it's easier to make a phone contact, keep in mind that no documentation will be available for later reference, and phone numbers may not always be available,

How do I know if the correct tax rates have been collected? [FAQ] [TAX]

You can generate a tax report that shows if sales taxes have been collected for you. This report shows the orders, locations, rates and tax amounts collected.

Tips: Go to Reports, Tax Document Library, Generate a Tax Report. Choose the month or date range you wish and then click Generate. You can open your document in Excel format.

How long does a customer have to cancel an order? [FAQ] [ORD]

Once an order is made, a customer has 30 minutes to cancel. After that, the buyer must contact the seller if the order hasn't been shipped yet. If you cancel, you should give as a reason "buyer requested cancellation." This won't count in your metrics if you have a message from the buyer who made the request.

How long will it take to implement or update my tax settings? [FAQ] [TAX]

It takes up to 72 hours for your tax settings to go into effect after you've reviewed and accepted the terms.

Tips: Make sure that you review, accept the terms, and see a confirmation message after setting up your tax settings. Otherwise, you may not finish the process and no sales tax will be collected.

How much time does a buyer have to make a return request, leave feedback, or make an A to Z claim? [FAQ] [GEN]

A buyer has 30 days from the date of delivery to make a return request, up to 60 days to leave seller feedback, and up to 90 days to make an A to Z claim.

Tip: Keep in mind that the timeframe dates from the date of delivery (usually provided by tracking information), not from the date an order is made.

How often will I be updated for a pending urgent issue in an Amazon case? [GEN]

If your case isn't resolved in the first 24 hours, you may be updated for a pending investigation or other issues every 24 to 48 hours. If this doesn't happen as expected, you may want to contact Seller Support for updated information.

How should we treat our customers? [FAQ] [CSV]

  * Treat customers as we would want to be treated ourselves.

  * Be more generous than we would like to be.

  * Realize that customer service extends far beyond the value of the transactions we process for the money we earn.

  * Accept the fact we'll lose sometimes, and some issue aren't always about being "right" or "wrong".

  * Recognize and allow for real losses, though this may increase our costs (and prices).

How can help can get delayed or limited from Seller Support? [FAQ-GEN]

—Expecting platform changes to accommodate a situation.

—Not accepting responsibility for account issues.

—Refusing to consider other options.

—Using obscene language for expressing a problem.

—Presenting as many issues as possible for a case.

—Refusing to accept a possible solution.

How to Enable or Disable the FBA Labeling Service [FBA]

Access your selling account, scroll all the way to the top, and look on the right hand side. You'll see three tabs, Messages, Help and Settings. Hover your mouse over the Settings tab. From the small sub-menu display, click the last option Fulfillment by Amazon. Once on this page, the first section is called Optional Services, where you'll find the Label Service option that will display whether it's enabled or disabled. Locate the Edit button on the right hand side and from there you can enable or disable this option for Amazon FBA labeling.

How to Enable or Disable the Inventory Placement Service [FBA]

Access your selling account and scroll near the top right side of the Seller Central Account page. Look for three tabs, Messages, Help and Settings. Hover your mouse over the Settings tab, from the sub-menu display click the option Fulfillment by Amazon. Once on this page, scroll down to the section called Inbound Settings, and find the Inventory Placement Option, which displays the options currently in place. Find the Edit button on the right hand side and choose which of the options to use.

Tips: Remember that the default Distributed Inventory Placement setting has no extra fees but the Inventory Placement Service does have additional fees. Check out the features for both of these.

How to Enable or Disable the Stickerless Commingled Bar Code option [FBA]

You may enable or disable the Bar Code Labeling Option. Access your selling account, scroll to the top right hand side, and you'll notice three tabs, Messages, Help and Settings. Hover your mouse over the Settings tab, and from the small sub-menu displayed click the option for Fulfillment by Amazon. Once on this page, scroll down to the section called Inventory Settings. Find the Commingled Inventory Option for commercially bar coded products. Locate the Edit button on the right hand side and from there you can enable or disable this option.

How to request a Multi-Channel Fulfillment order [FBA]

Submitting a multi-channel fulfillment is similar to a making removal order. It takes 3 simple steps.

  * From your inventory, select the product for the fulfillment order.

  * Enter the order information, such as name and address.

  * Review the information to make sure everything has been entered without errors, and then submit your order. This order will immediately appear on your Manage Orders page. Amazon will fulfill this order the same way an order placed on amazon.com gets processed, which means they will pick, pack and ship the product as soon as possible. Keep in mind that the timeframe to cancel a multi-channel order is very limited.

Tips:

  * Make sure to check on multi-channel order fees, since fees for regular orders placed on amazon.com are different from multi-channel orders.

  * Processing time for a multichannel order is also different than a regular FBA order. It may take somewhat longer at times than expected.

How to request a Removal Order [FBA]

There are 3 steps to make a removal order:

  * Provide the information needed to place the order, such as name, address and phone number.

  * Review and place the order.

  * Then, the system will give a summary of the order. It's important to mention that Amazon will ship the units to the name and address provided in the removal order. It doesn't have to be the address from which you originally shipped the units, as Amazon understands many sellers may ship from different warehouses, distribution centers, or directly from manufacturers.

Let's provide actual step by step instructions:

  * From your Manage FBA Inventory page or your regular Manage Inventory page, select the listing(s) from which you wish to have the unit (s) shipped back to you. If you're using a regular inventory page view, you can click Actions, then Create Removal Order. Or if you're using your Manage FBA Inventory page, go to where it says Apply to selected item(s), click the dropdown menu and select Create Removal Order. This will take you to a new page to place the order.

  * Enter the information requested by the system, such as name, address and phone. Then click Continue.

  * The next page allows you to review and edit information in case you notice a mistake for example, in the address field or quantity requested. If you're satisfied with the information entered, click on Place Order. The order will be placed in the system and will show on your Manage Orders Page.

How to upgrade to Professional—self-service [GEN]

You can upgrade from Individual to a Professional Seller account by yourself if you want to. Go to Settings, Account info, and then Selling Plan. Click Modify Plan, choose the option to become a Professional Seller, and then confirm.

Tip: Keep in mind you'll be charged a subscription fee of $39.99 per month when you sign up for a Professional account from that point on, unless you downgrade the account again or close it.

How's My Driving? Feedback response [GEN]

Each time you receive Seller Support Service, you have the opportunity to leave feedback to show how effectively you were helped. Amazon and its Seller Support associates hope you'll get the help you need to do your best in managing and using your account features. Both positive and negative feedback are intended to help improve service performance for everyone.

Human Consumption [DEF]

Products which will be consumed internally or used externally may require approval from a regulatory agency such as the FDA (US Food and Drug Administration) in order to be sold through Amazon. (See requirements for Beauty and also for Health and Personal Care)

Hyperlink [DEF]

A hyperlink is a dynamic page link that works either internally or externally in a document. A hyperlink helps to jump to another place in the document you're reading, or goes to an external link outside of the main text, such as another web page source, a help page, or a video link.

### Chapter 9 - I

_Identification related to who did it [PER]_

Your seller ID is recorded each time you make changes to the ASIN submission history for your inventory. So if there's a question about how and when a change has been made, the source of what originated the change can also be identified. If your seller ID is tracked as the source of the change, then you're the one who originated it.

I didn't do it-1. [PER]

When you discover something unexpected in your inventory related to shipping, inventory, order issues, or related to features you normally deal with in your account, you might assume that Amazon is responsible. It's more probable, however that a seller has done something without realizing it, than that Amazon has gone into an account to change listings, payments, or settings.

I didn't do it-2. [PER]

A commonly heard complaint is that someone has somehow entered your account, and made major changes, which have made a negative impact. Who did it? Was it Amazon? It's unlikely that anyone from Amazon will enter your account and make impromptu changes without your knowledge or authorization. In fact, Seller Support Associates aren't supposed to add listings, fix images, change settings, or update account information. Sellers sometime require special assistance, but what happens in your account ultimately depends on you. Extraneous changes that might occur are rare.

I don't like to read—there's too much information [GEN]

It's understandable that a there's a huge amount of text information you might not want to read. Search functions can help locate specific information needed without having to read more than necessary. Learn to use key words and short phrases to find what you want to know.

Importance of Seller Feedback [GEN]

Positive and negative feedbacks are important for all businesses. It's just as relevant for Amazon as a corporation, as it is for your own business selling account. If you have any suggestion that would improve Amazon's platform and help other sellers as well, it's important you take the opportunity to make a suggestion.

Tip: In your Contact Seller Support link, please look at the option for "Make a Suggestion". This is the best place to share an idea and present it for consideration that might help make a change, which could make the Amazon platform better for everyone.

Importing and Exporting Inventory [INV]

Keep in mind when you're sending inventory between two different countries, that you export it from the country you send it from, and import it to the country you send it to. This means that your products must pass through a border customs procedure, which requires special carrier services and a customs broker or service.

Tips: Review what's required for cross border shipments. These need to be handled by a customs broker or a carrier that will handle the customs process for you. Inventory can't simply be sent to Canada, for example, without arranging for cross border shipment.

Inactive Listings-Vacation Status [GEN]

You can inactivate listings by setting inventory stock quantities to zero, or by going to your Account settings and placing your account Listings status to Inactive. Doing this is equivalent to placing your account on vacation status. This is what some sellers do if they are on vacation and won't be able to fulfill orders while they're unavailable.

Inbound Shipment [FBA] [DEF]

Every time you ship Inventory to an Amazon fulfillment center, you're sending an Inbound Shipment. This term is used to define a seller's incoming units to one of the fulfillment centers. An Inbound Shipment must be created inside your seller account, and the number of units added to this shipment will count towards your storage space limit, regardless of whether the shipment is shipped or not. It's recommendable to keep a close record of the inbound shipments you create. If for any reason you aren't able to ship units, make sure you delete the shipment from your shipping queue. Once you delete the shipment, 24 hours later, your storage space limit will be automatically adjusted by the system. If you experience any issues when trying to delete your shipment, contact Seller Support and request assistance from an FBA Specialist.

Incomplete Listing [INV]

An incomplete listing won't provide essential details such as manufacturers' specifications, physical dimensions, product and shipping weights, package quantity (if more than one item is bundled), size instructions, images, or other things that customers need to know.

Tips:

  * Review your product listings and detail pages to be sure they are complete and update them whenever possible with required details.

  * Some incomplete listings may be inactive or blocked.

  * Incomplete listings, which appear on Amazon catalog detail pages, may lead to buyer confusion, order defects, and negative customer feedback responses.

Increasing your FBA storage limit [FBA]

You may increase in your storage limit if you have sufficient sales volume to warrant this. The system may increase capacity for Standard Sized or Oversized product units, usually by 60 percent. This option is now self-service. The system will check your sales volume to see if you're eligible for storage increase.

Tips:

  * Increasing your FBA storage limit is based on sales volume. Overall sales volume should be more than 8 percent per month, for an annual turnover over nearly 100 percent.

  * During peak season there's a temporary cap on storage limits which won't be increased during that period.

Individual funds in holding [PAY]

Payments of your funds from each order will be held for 14 days and then be disbursed in the next available payment settlement period. Allow for 14 days before you expect payments from orders which are processed, confirmed, and delivered. See the upcoming payment schedule for the dates of your next disbursements.

Individual Products [FBA]

When you create an inbound Shipment of different products to a Fulfillment Center, you should flag the shipment as Individual Products. After the box or boxes arrive at the fulfillment center, a fulfillment center associate will open the box and scan every single unit in that box, since it's assumed that every box contains different quantities of multiple SKUs.

Individual Seller Fees [GEN]

Although an Individual Seller account doesn't have a monthly subscription fee, other fees are charged when you sell products and it's slightly more expensive per item you sell since there's a $0.99 per item closing fee. This isn't economical if you're selling more than 40 items per month, since it ends up being more expensive to have an Individual Seller account, rather than a Professional Seller Account (which has a monthly $39.99 subscription fee but no closing fees).

Individual or Professional Seller? [GEN]

The choice of whether you become an Individual or Professional seller probably depends upon a matter of scale. If you only sell a few items per month, you may choose to become an Individual Seller. It is cheaper to work with this option, since there's no monthly subscription fee and you only need to pay Amazon fees when you sell. Be careful, however, when you study the terms for this. There's an additional charge (a closing fee) for Individual sellers of $ 0.99 per item sold, and keep in mind there are other charges, such as referral and shipping fees. Once you sell more than 40 items, it's no longer more economical to be an Individual Seller and it's actually cheaper to sell units as a Professional Seller, since you won't have to pay a closing fee for every item sold.

International Listings [INV] [FBA]

International listings for your account can be used for products which you sell in different country marketplaces. Merchant fulfilled inventory will usually be coming from one location, which is the domicile of your account. You can also send Amazon fulfilled inventory to fulfillment centers for international marketplaces, which gives you the advantage of making sales through Fulfillment by Amazon without having to manage a major business presence or leave your home country.

Tip: Keep in mind that international borders will charge customs duties or taxes for your products.

Intuitive Amazon Platform Software [GEN]

The future is now. Intuitive algorithms on the Amazon Platform can help you make decisions, suggest resources, and can make managing your account easier. This works because the system senses what you're doing and then responds to provide tools or resources to facilitate this.

Invalid UPC [INV]

If the UPC you supply for a listing you're creating is invalid, the listing may not be added, or it may be suppressed. If the ASIN is suppressed, you'll see an alert (with a yellow triangle, and you'll find a red asterisk for the product identifier). Check with the manufacturer for the correct UPC or purchase a valid UPC that corresponds to the product. Then add it to your product listing and see if you have the option to Save and Finish to relist it.

Inventory Placement programs [FBA]

  * Distributed Placement—default, no added fees. When you use this option, you're requested to send your products to several different Fulfillment Centers and aren't charged any additional cost for placement.

  * Inventory Placement—Your products are sent to one center, then redistributed to other Centers. You can choose this option in your Fulfillment settings. There are additional costs for this placement.

  * Premium Placement—You can choose the Fulfillment Center(s). There are additional costs for placement. This works by invitation or request, so you can ask for it.

Tips: You can enable or disable Inventory Placement services. The default is Distributed Placement, which has no extra fees.

Inventory Reconciliation Tool [FBA]

You can use a tool to reconcile shipments that have been sent to replenish your FBA inventory. This shows inventory that has been sent and received. Inventory may be reserved if you have orders in process, if products are being shipped, if products are being transshipped between Fulfillment Centers, or when products are under review or are being studied. Products may be unfulfillable if they are damaged or defective.

See the help page link for Inventory Reconciliation.

Inventory Placement Service [FBA]

If you're a seller who normally ships hundreds or thousands of product units, you may not want to split those units into multiple shipments to different locations. Amazon offers an option, called the Inventory Placement program. When using this program, all quantities of a single Merchant SKU will get assigned to a single fulfillment center determined by Amazon during the shipment creation process. Fees will be charged for this service on a per-unit basis, on top of whatever amount the carrier will charge you to ship the units to the FC. Remember, this program works for Single SKUs (a single product) sent to a single fulfillment center. If you enable this option, and create a shipment that contains more than one SKU, the system will still split the shipment into multiple locations, and you'll still be charged the inventory placement service fees. Be careful when enabling this option, as you should be completely clear about what product(s) you'll be sending and how beneficial this would be for your specific inventory needs.

See the FBA Inventory Placement help page.

IP—Internet Provider [GEN]

This provides your Internet connection. Generally, you won't have problems setting up a single seller account from one IP address, but you may encounter access issues if you attempt to use different IP addresses to sign in, or if more than one seller account is set up with the same IP address.

Tip: Setting up more than one account with the same IP address may block access to your account.

I received a negative performance notification. Is there any way I can get that removed? [PER]

A performance notification won't be removed unless there was an error in sending it to you. Even if a notification is in error, it's possible that the message you received won't be removed, though it will no longer count in relation to your metrics or other evaluations.

Is Amazon always right? [FAQ]

No, of course not. Everyone occasionally makes mistakes, and Amazon is no exception. What's important is to correct mistakes as quickly as possible, and learn how to improve or do things better. While this isn't always possible, it's an ideal we all should strive for.

Tip: Refusing to correct an error will perpetuate it, which is the opposite of what everyone wants in the long run.

Is Amazon Better Than eBay? [FAQ/GEN]

What you decide about your preferences for an online business is ultimately up to you. Both Amazon and eBay are online business options with certain similarities and differences. Both offer sales on-line, and both charge fees, depending on what you sell. From that point on, however, each has distinct features you might want to compare before you venture into e-commerce markets. Obviously, there are great differences between selling one or two items online, or selling thousands of dollars worth of products online every month. How you set up, or who you decide to work with may not be very important if you aren't making more than a handful of sales, but this becomes critical if you plan to make selling online your primary source of income.

Tips: Make a short list of what you expect to accomplish with your online business including:

  * What you want to sell (your product line(s).

  * What sales volume you expect in terms of rough numbers for items sold, and monthly or yearly income.

  * How you expect to fulfill order shipments.

  * How you will restock or renovate your inventory.

Compare the features of what Amazon offers with the features of other alternatives—including eBay, or other options if you wish. With this information, you can decide what works best for you.

Is Amazon for Everyone? [FAQ]

Maybe not. There are situations where becoming an Amazon seller isn't a viable option. One-off sales (or no sales at all) are certainly not adequate for setting up an entire Seller Account that would be too complicated to manage, even if you have that option.

Is Amazon for You? [FAQ] [GEN]

Amazon essentially offers two major options for people who want to sell online. Individual Sellers can begin working with the Amazon selling platform at a relatively low cost and they can use this experience to build their online sales until they achieve a higher sales volume. Professional Sellers who already have sales experience and sales volume, will want more options than are offered with basic seller features. Nevertheless, managing a business on the Amazon the sales platform isn't particularly easy to master, and some people will look for simpler ways to do business. So Amazon isn't for everyone, nor should it try to be. If you only wish to make a single online sale, there are easier ways to go than trying to master the operations of a sales platform like Amazon.

ISBN International Standard Book Number [DEF]

This is a 10 or a 13-digit product identifier, used for books or publications. This identifier can also be used for adding products to the Amazon catalog.

Tips: Be careful to ensure an exact match with the same description when you use an ISBN to identify a book or publication. Otherwise you'll mistakenly identify a different format or edition. A close match isn't a good match. It must be an exact match.

Is the customer always right? [FAQ] [CSV]

No, but try to avoid saying a customer is wrong, even if that seems to be the case. It's best to be courteous. Try not to make being right the main issue. Our main obsession is to satisfy our customers as much as we can, even when this involves something of a sacrifice. Directly saying a customer is wrong may not help the situation.

Is there any case that transactions to my account wouldn't be paid to me? [FAQ] [PAY]

If an account risk team detects or determines that fraudulent transactions have been made with your account, that money may not be paid to you. An easy but illegitimate way to make money can risk the loss of selling privileges and income.

Is there phone support for Individual Sellers? [FAQ] [GEN]

There's no direct general phone support for Individual Sellers. Most contacts are handled through email. Phone support is still available for certain circumstances. Some sellers contact Seller Support through Customer Service.

Is phone support available for Professional Sellers? [FAQ] [GEN]

Yes. Phone support is available to Professional sellers. Generally, you don't contact Seller Support by dialing a number. You provide your phone information and you'll get a call from Seller Support.

Tips: Keep in mind if you're a Professional Seller, that Amazon will call you. There's no need (or direct number) for you to call Amazon yourself. You'll get a call back when you request contact with Amazon.

Item not as described [CSV]

When an item isn't as described on the product detail page, you may need to provide a refund. As another option, you can authorize or negotiate the return of your product.

Tips:

  * If the item isn't as described, give a refund. This applies even if you change the product in your inventory, but the detail page is still different.

  * If the desired product is based on a customer error, you may give a partial refund or represent this situation if there's a claim, assuming that your product matches the listing page description.

Item not received, but delivered. [CSV]

This refers to a situation (and dilemma) sellers may face when an item has been shipped with tracking information that shows it's been delivered, but the customer sends a message that it hasn't been received. Since a contact reply is needed, you should respond to the customer and report that you've tracked delivery through the carrier but are concerned if your buyer hasn't received the product. Then request a follow up reply from your customer to know if the item might have been recovered. Sometimes this will produce a positive response. If this doesn't work, you may need to consider a refund or replacement unless you're willing to risk a further claim or negative feedback.

Tips:

  * Keep in mind that a customer may file an A to Z claim or give negative feedback without making a return request.

  * You may have to use your best judgment in how to deal with the situation since the buyer has an argument for a refund if the item wasn't received.

It's always about the buyer [PER]

Since Amazon's goal is to be the world's most customer centric company, it should be no surprise that we're expected to go out of our way to satisfy our customers. It should also be a goal to satisfy your own customers.

Tips: Keep in mind that you're a customer as well. Amazon Seller Support is especially dedicated to serving and meeting your needs, whatever these may be.

It's complicated. [GEN]

Amazon's goal to provide a multi-seller, global platform is more complicated than many would expect. There's a learning curve for mastering the basics. It may be worthwhile once you get there. Adding features produces variables that make account management more challenging.

Tip: Focus on learning about aspects of your account that work best for you.

It's not always about the money. [PER]

The secret to any successful business is that it's not all about money. There's more to your business than the money you make. Although money is an income or consequence of what you do—it's not a direct cause for what makes your business succeed.

Tips: Look at other business models, like Amazon's, for example. Amazon's model seems deceptively simple, and to a large degree it appears to be counterintuitive. Nearly all financial resources are reinvested back into building infrastructure or promoting new products. So where are the profits? This business model is designed to release as little of the profit as possible, and falls quite wide of the mark for most other business models. Your business model will probably be different, but you may notice with comparison and more study that Amazon's model will probably produce more growth over time.

It's not my Fault—Blame-01 [GEN]

What about that storm which came out of the blue and slowed down shipping? Or that delivery which didn't work out for your customer?—Whatever affects buyer experience and satisfaction is the bottom line, no matter whose fault it is. What's ultimately important is your customer's experience, not whose fault it is. You might go to sleep at night, knowing you did what you could, but if customers are left waiting for packages, which didn't arrive, they won't be satisfied with just an explanation of why they didn't get there.

It's Amazon's Fault—Blame-02 [GEN]

Amazon knows if a customer isn't satisfied, the order transaction is incomplete or has failed. That is why Amazon usually refunds the customer, even when there's a question about what happened. Since you share the same platform, a refund of money usually comes from your account, not Amazon's. Although sellers may shift the blame to Amazon, the responsibility rests with those who are selling, unless there are exceptional circumstances that show otherwise.

I want out. [GEN]

You can close your Amazon Seller account for any reason if you're not satisfied, if you cannot use your Seller account, or you aren't actually using it. In order to close your account, you should:

1) Delete your listings.

a) Close or delete the listings from your Inventory.

b) Set your Listing Status in Account Settings to Inactive.

2) Check and confirm you have no pending orders to process, and have no pending order issues such as return authorizations, A to Z claims, refunds, or chargebacks.

3) Check that you can downgrade.

a) Check to downgrade from Professional to Individual Seller in your Account Settings, and that you have no other related Amazon account such as a WBA or CBA account. (You won't be able to downgrade if you have another account).

b) Downgrade if you can from Professional to Individual Seller. You can do this yourself and you'll see a confirmation when the process is completed.

4) If you have another account, you must contact Seller Support and ask to close this account first before you close your Individual or Professional Seller account.

5) Check that you have no pending payments balance.

a) You should have no pending payment either in your favor or as a payment due to Amazon.

b) Make sure this is settled before you close your account.

c) You may be eligible for one or more subscription refunds if your account has been inactive.

d) Ideally, there should be no balance if you want to close your account.

5) Contact Seller Support and request closure of your account.

a) You may need to request a paper check if there's a balance in your favor and there's no way to deposit or transfer it.

b) Your account cannot be closed if you have an unpaid balance with Amazon. This is normally charged to a valid credit card you've registered with your account.

### Chapter 10 - J

Justification [PER] [NTF]

A justification or excuse is sometimes required if you're notified about an account issue by Seller Performance. That doesn't imply what you say will be accepted or excused if it's outside of Amazon's normal guidelines or policies. Seller Performance will evaluate explanations for your performance in order to determine what actions will be taken. And in some cases you'll be given an opportunity to continue selling, for example, if a Plan of Action is accepted for account reinstatement. This doesn't imply, however, that you may continue to act outside of normal policies or guidelines. Sellers who do so may risk permanent suspension.

Tip: You deserve to show you can manage your account responsibly if you show that you can improve your performance and follow Amazon's general policies.

Just in time [PER]

How effective are you in delivering your promise within a limited time frame? Your goal is to complete each process within established time limits in the most effective and efficient ways possible. Ideally, every order should be shipped within 24 to 48 hours. It should be delivered successfully to your buyer's destination, when expected, in the condition described on the Amazon detail page. Though you may not complete delivery in less than the expected time parameters, you should comply with them consistently, nearly all the time.

Tip: Just in time is not late in any way.

### Chapter 11 - K

_Kaizen [GEN]_

This is a Japanese term for continuous improvement. This strives to improve overall business operations performance on all levels. Kaizen is an operational philosophy, which you can continually keep in mind (mindfulness) that shows you will always strive to do better.

Keep minimum inventory [INV]

You should track sales of your inventory to ensure you have available stock at all times for future orders. When you see certain items in your inventory reach a certain level, or below that level, you should restock those products so that your listings remain active and still available for sale. To do this you may want to establish minimum stock levels that would signal when you should restock products. The minimum number of items will vary depending upon your sales volume—so some items may have higher minimum stock levels if sales volume is higher for that item, and could be lower for other items that have low sales volumes.

KISS—Keep it super simple [GEN]

A trick for understanding what's complicated is to break down a system into simpler components to see how they work. Once we understand simpler relationships, we can explore how they operate on more complex levels. This is how scientists work with more complex systems.

Knowledge is power [GEN]

The more you know about using the features of your seller account, the better your results and performance will be. Learning how to use your account more effectively is a great investment, which requires only a little additional effort and energy.

Know your account [GEN]

Learn to use the features of your account. You can save hundreds to thousands of dollars if you know how to work with account features and avoid common mistakes.

Tips:

  * Use the help page links from the Search bar on your Seller Central account page. You can use key words or phrases to find guidelines, information, and video tutorials.

  * Use this this index to become better acquainted with important features of your account.

  * Intuitive algorithms will detect possible needs to help guide the work you do with your account.

### Chapter 12 - L

_Labeled Inventory—Stickered Items [FBA]_

FBA labeled inventory items help guarantee that a seller's products are the ones that are being sold, processed, returned, or removed. If units are lost, it will also be easier to recover them. So labeling items is essential for FBA operations.

Labeling Service [FBA]

Every unit that gets shipped to Amazon fulfillment centers must have barcodes or special FBA labels provided by Amazon Seller Central. These will be scanned upon arrival while the shipment is being processed. There's an option is to ship inventory without Amazon barcodes, but the units sent must have commercial barcodes. For qualifying units, Amazon can apply labeling for $0.20 per unit. The requirement to use this service is that every unit must have a scannable UPC/EAN barcode on it already. If the units you're going to ship don't have a UPC barcode already on them, you must print and label the units with Amazon labels yourself before you send your shipment to Amazon fulfillment centers.

Look for help page to find the FBA Label Service fee and requirements to use the FBA labeling service. Check how to create shipments with the labeling service, and how to enable or disable this option from within your seller account.

Labeled vs. Bar-Coded—Enable or Disable [GEN]

Late Shipments [SHP]

An order is late if the expected shipping date has expired and the order is delivered after that date, or if it isn't shipped within the expected handling period. Normally, you should process and ship an order within 2 days (or 48 hours) from the moment the order is received. This will usually allow enough time for the shipment to be delivered on time.

Tips:

  * It isn't a good idea to hold shipments without processing for any extended period of time.

  * Sometimes customers will request delays, but keep in mind this will affect metrics.

  * Back ordering or drop shipping from another source isn't recommended, since these can also create shipping delays.

Learn to be successful every day [GEN] Success comes through a learning process. There are many ways you can succeed at what you do:

  * Tackle and resolve a problem

  * Develop a new process.

  * Find the root cause of a problem.

  * Make an improvement.

  * Discover what needs to be improved.

  * Finish something you're working on.

  * Start something new.

Less than Truckload Load or Full Truck Load Shipment (LTL or FTL Shipments) [FBA]

If you are planning to send a very large shipment to the fulfillment centers, you may want to use an LTL or FTL shipment as opposed to small parcel delivery. LTL or FTL shipments are used when shipping in pallets and the total weight per pallet is over 150 lbs. Given the fact that you'll be shipping with pallets, additional preparation is required. You should know, for example, what Amazon considers an acceptable pallet to be, how to correctly build your pallet, double stacked pallets, and the labeling requirements for these pallets.

Look for more detailed information for these requirements, or watch a tutorial video on how to build a pallet before shipping to a fulfillment center.

See LTL or Truck Load Shipments to Amazon

Listing a Product Parent with Child Variations [INV][CAT]

To list a product parent with child variations you first need to add Vital product information (usually with red asterisks) such as the following:

Product Title, Manufacturer, Brand, and Model Number. Then choose the Variation Theme(s) such as Color, Size, etc...

On the next page tab, you would add the variations (based on the variation theme –so colors might be green, blue, red, yellow, purple, brown, grey, and black. You will also need to add product identifiers such as UPC's or EAN's, condition, price, and quantity (which you may first set to zero until you finish.

Tips:

  * Make sure you've included all basic information, but when you see a yellow Save and Finish button, it may be a good idea to save what you've accomplished so far, and then add other details later, in case you lose everything (all at once) for the listing you're creating.

  * Once you've saved the basic information, you can add to it without having to start over.

Listings created by FBA [FBA]

Listings may be created by FBA if you mistakenly list a product you have sent or it must be fixed and corrected because the product is different, or has a different UPC.

Tips:

  * In this case, when a new FSKU is created by Amazon, it usually won't be removed from your Fulfillment inventory unless you create a removal order and send it in again.

  * The newly created FBA SKU may show .missing or .fba.

Listing disappears/won't complete listing [INV]

There are several reasons why a product listing you are trying to add might disappear. The most common reasons for this are as follows:

  * The listing is missing vital detail page information that must be displayed, or the listing(s) won't be processed.

  * There's no valid EAN, ISBN or UPC code, either because it wasn't added, or the one being added is incorrect or doesn't work.

  * The product you're trying to add may be prohibited or restricted.

  * A manufacturer has requested that only pre-approved sellers be allowed to list the product.

  * You're a limited as an Individual or Professional Seller who isn't approved to sell in the category you're trying to list.

  * Vital image information is required for this particular ASIN. Note: this isn't required for all product ASIN's, since some can be matched.

Listing doesn't exist-missing from general Inventory [FBA]

If a listing in FBA inventory is no longer in your general inventory, that listing will become inactive. This may happen if you accidentally delete the listing, or if you change the listing from Amazon Fulfilled to Merchant Fulfilled.

Tips:

  * You need to relist the product with the same SKU and product details to reactivate the same listing in your FBA Inventory.

  * Keep in mind that you can create 2 different SKU's for your product with the same ASIN, one for Amazon Fulfilled, and the other for Merchant Fulfilled.

Listing doesn't exist—the product is restricted [FBA]

If a listing is suppressed because it's restricted, it won't be available unless the reason for the restriction is resolved. This is a Seller Performance issue, so it cannot be resolved through FBA or Seller Support. If the restriction is possibly mistaken, or if there's information that would resolve the restriction issue, contact Seller Performance.

Listing doesn't exist—the product is inactive [FBA]

A product may be "inactive" and then suppressed if Amazon receives customer complaints and decides to review that product. The review may take 5 to 7 days if several sellers are offering the same product. The listing will be reinstated if no further problems are found with the listing after the review is completed.

Listing Issues [INV]

  * A listing may not appear if it's listed incorrectly and a quality alert makes it inactive.

  * A listing may not appear if it doesn't have a product identifier such as an ASIN, EAN or ISBN to complete the listing.

  * A listing may not appear if it's listed in the wrong category, or it's prohibited or restricted.

  * A listing may disappear if it's been blocked or removed by seller performance.

  * A listing may have disappeared if you purged or deleted and removed the product.

  * A listing may appear as unavailable/inactive if it has a quantity of zero.

  * A listing may appear as inactive and unavailable if it has a quality alert.

  * A listing may appear as inactive or be blocked if there's a customer complaint specifically related to a service order of that product.

Listing Ownership [CAT]

Although you may create a listing that goes into the Amazon Catalog, you don't have exclusive ownership or control of that listing, the details it contains, or the images you used to create it after saving and submitting the listing. You have, in effect, ceded certain rights according to your Seller Participation Agreement, which no longer allows you exclusive rights. Other people may share the listing with you if they have a product with the same UPC. So it's not possible to make copyright or trademark claims, unless these are actually already registered. You should keep this in mind for every listing you create—you don't actually own the listing. On the other hand, when you create a listing, you'll be able to choose wording for bullet points and details, images, and key words.

Listings for Specialized Brands [CAT]

Amazon doesn't encourage creating listings for products which are essentially the same. Re-branding generic products, which are essentially the same products sold by other sellers, isn't an acceptable practice.

Tip: Make sure when you're branding a product, that it has something which distinguishes it from other products which makes it better or unique.

Listings Inactivated [INV]

Your account listings may be inactivated if you haven't logged into Seller Central, used Manage Inventory, or Manage Orders. You may need assistance to reactivate your listings if you can't do this either individually or through a feed.

Tip: Make sure your Listing Status (in Account Settings) is active unless you want it to be inactive.

You may find listings tagged as "Listing does not exist" in your FBA inventory, which are suppressed in your general Inventory [GEN] This may happen if you list a product for Fulfillment by Amazon and find that a listing error appears, which says "Listing does not exist" and your product is suppressed or unavailable under Manage Inventory. In some cases, a listing may be suppressed after it is uploaded by third party software or a feed because the product has been listed for a restricted product category. If the listing is suppressed because it's restricted, you'll need to apply for Category or Listing Approval for the category under which the product is being listed.

Tips: Check to see if a category restriction is the issue by trying to add or match the product ASIN with Add a Product. Usually, a message will appear which says "The product category for this listing is Restricted." If this isn't the issue, contact Seller Support for further assistance.

Listings Which Are Prohibited or Restricted [INV] [FBA] [RST]

If you list or send products which are discovered to be prohibited or restricted, your listing(s) may be inactivated or blocked, even if the product is already listed, or you already have units that have been sent to Amazon Fulfillment Centers. In certain cases, you may be able to get approval for reactivating your listing(s). However, if your listing(s) or products aren't approved, your listing(s) will be blocked and you may need to remove the listing and any unfulfillable inventory which has been stored in Amazon Fulfilment Centers. Remember to remove inventory, if possible, before it gets disposed of.

Logical Fallacies [DEF] [PER]

Logical fallacies are statements that sound true, but are unproven or false. Watch out for these in your service and daily business.

"This customer is lying." (without proof)

False assumption

"If a person says this, or I say this, it must be true." Appeal to authority

"If another person says this, it must be false." Inverted appeal to authority.

"If A is related to B, then C must be true." False syllogism.

"If some people have exclusive privileges, then all people should have them." If, then fallacy

"You made an exception for another person; you can make it for me." Overgeneralization.

Login Access [GEN]

For security reasons, only you can change your login password or email by going into your Account and Login Settings. Seller Support Associates cannot change or modify a login or password directly, although you can send a password reset request to your email address or request this from a seller support associate.

Tip: If you lose access to your login email account, you must contact Seller Support and make a special request for a team to help set up another new email address for your seller account.

Login Issues [GEN]

  * If you forget your password, you can request a password reset to be sent to your email account in order for you to regain access. You need to give the new password to regain access to your account.

  * If you set up multiple accounts with the same email address, or you have the same password for your buyer and seller accounts, this may block access to your account.

  * If you lose access to your email account, and in addition forget your password, sending a normal password reset won't work. You'll need to get help from a special Amazon team to do this.

  * If you try unsuccessfully several times to login to your account, this may block access to your account.

Long Term Storage Fee [FBA]

Twice a year, Amazon performs a cleanup in every fulfillment center on February 15th and August 15th, depending upon the age of the inventory in storage. If units at fulfillment centers have been there for over six months or a year, they'll get charged Long Term Storage Fees. This is something you need to pay close attention to, because there will be extra charges for those units of $ 11.25 per cubic foot (for 6 months) or $22.50 per cubic foot (for more than 1 year). Needless to say, this is a huge increase in storage fees. If you get charged for Long Term Storage Fees, this is a one time charge, until the next scheduled date for cleanup.

Amazon provides several reports that can be used verify which units are in the fulfillment centers for 0–90, 90–180, 180–270, 270–365 days, or over 365 days. The best two reports for this would be the Recommended Removal or the Inventory Health Report. You can access both reports from the Fulfillment Reports of your selling account. Hover your mouse over the Reports tab, and then click on Fulfillment, the different fulfillment reports are populated on the left side of the page. Keep in mind that using Amazon's fulfillment service, isn't like renting storage space. Be prepared ahead of time for Long term Storage Fees.

Tips:

  * Keep in mind that 6 months (180 days) and 1 year (365 days) are basic expiration dates for long term FBA inventory storage. You'll be charged high fees after these time limits for aged inventory.

  * Inventory more than six months or a year old can be removed without being charged before the cutoff dates of August 15th and February 15th.

  * Automated removal of long term storage units can also be set up in your account.

Find help page information for Long Term Storage Fees and keep in mind they may change.

Looking for the root cause of a problem. [PER]

Finding the root causes of problems can be difficult for several reasons, especially if you're personally involved with an issue because:

  * The root cause may not be chronologically or sequentially linked.

  * Cause and effect aren't evident, or have been mistakenly identified.

  * You're somehow part of the problem.

  * The issue is counterintuitive, so what your intuition tells you isn't correct, even when it seems to be.

Tips:

  * Keep in mind that cause and effect don't always follow one another as sequential events. The cause of a problem may have a delayed effect which won't be apparent or appear to be linked to the real cause until much later.

  * Re-examine what you've identified as the cause of a problem. It may not be related in the way you think (it might, for example, be another effect, not the cause of the problem).

  * The problem might have been caused by one of your own decisions, which may not be fixed until you recognize this and are willing to change your decision, or accept you've made a mistake. This happens more frequently than people would like to admit.

If the system you're dealing with is counterintuitive, trying to use your judgment may produce the opposite result of what you actually want or expect.

### Chapter 13 - M

_Mail Fraud [ARM] [PER]_

Anyone who knowingly engages in mail fraud is committing an illegal offense and subject to criminal prosecution. Amazon takes the possibility of mail fraud seriously, and if evidence for this is detected, it will act to stop such activities, suspend any seller account involved and block related listings.

Make a Removal Order [ACT] [FBA]

In Manage Inventory, select the products you want to remove. In the dropdown menu, where you see Send Replenish Inventory, select and click the products you wish to remove. Then click "Go". On the next screen page, verify or confirm your mailing address and the number(s) of fulfillable or unfulfillable units you wish to remove. Confirm whether this is for removal (default) or disposal. On the next screen confirm the removal order and note the removal order ID that is generated. You will find the same Removal order ID in Manage Orders where you can track further progress of your return shipment(s).

Tips: You can use search (Ctrl F) with product identifiers to do this for multiple products. You can also add products to a removal order, which is in process, before completing it.

Making an Appeal—Do's and Don'ts

Making an appeal may be one of the most important things you ever do because it will determine the future of your online business. Keep these guidelines in mind:

Do's

  * Address each issue you can identify from your performance metrics and notifications.

  * Show how you will correct, fix, rectify, or improve each issue identified.

  * Provide specific evidence related to your account which shows what you'll do and how you'll do this. Include ASIN's, receipts or vouchers, or any other relevant information.

Don'ts

  * Don't make an emotional appeal and claim you don't understand why your account has been suspended.

  * Don't use your appeal as a forum for explaining why you think the suspension is unfair (this isn't the place or an argument that will get you reinstated).

Mannequin—no [INV]

If you're listing clothing (apparel) products, these shouldn't be displayed with or use mannequins. Human models are acceptable.

Man versus Machine [CSV]

Although automated services may be faster and more convenient, personalized service to your customers can make a tremendous difference. You're better able to meet your customer's needs, respond to their questions, and help them to resolve their problems. Automated service is a useful tool, but you're still a key player for customer service.

Make an FBA listing inactive. [ACT] [FBA] In Manage FBA Inventory

Select the listing(s) you want to inactivate. In the dropdown menu (where you see Send/Replenish Inventory) Choose Change to Merchant fulfilled. Select and confirm Convert to Merchant fulfilled. The listing offer will no longer be active in the Amazon catalog.

Tips:

  * This can be useful for product offers outside of the Amazon online catalog system or listings with problems that you want to be inactive.

  * This process also works from Manage Inventory.

  * Convert the Amazon fulfilled listing to Merchant Fulfilled and set the quantity to zero.

Match a Product [ACT-INV]

You can add a product to your Inventory by searching for already existing items in Amazon's online catalog.

1) Go to Inventory, Add a Product.

2) Type in the product information such as the product title, ASIN, EAN or UPC. Then click Search.

3) Click the Sell yours option if you see it (this also indicates you can list the product).

4) Fill in the required details such as

a) Your SKU (Stock Keeping Unit).

b) How much the product will cost.

c) Indicate the Quantity of items in your inventory. There's no quantity if you use FBA.

d) Start selling date (default is today's date). There's no date for FBA items until received.

e) Choose the type of fulfillment—Merchant Fulfilled or Amazon Fulfilled.

5) Click the Save and Finish button.

Match another listing [CAT]

Make sure that you match the listing details exactly, and that you don't try to change details that would affect others. Otherwise, you'll be piggybacking onto the listing. Follow listing etiquette and respect the original creator of the listing if you're offering the same product.

Tip: Don't change fundamental details of the listing. Avoid selling your product with another person's brand name. Even if you can get away with this, this is considered very bad form. You don't want to be selling your license plates with the same ASIN, for example, if they're advertised with a brand such as "Mack's Plates", assuming the company brand makes them, if yours is actually made from a different source.

Measuring Success [PER]

Success works on several different levels at once—for you, your buyer, other sellers, and for Amazon. Examine each case from several different perspectives, then decide whether it's successful or not.

  * The operation was successful, but the patient died.

  * I sent out my product, and tracking shows delivery, but the buyer says he didn't get it.

  * The product condition was good when I packed it, so the carrier must have broken it.

  * The order was on time when it went to the carrier; late carrier delivery isn't my fault.

  * It's not my fault if the product broke when the customer started using it.

  * The customer should have changed his mind before he made the order.

  * People lie about these things, so the customer must also be lying.

  * Amazon needs to shut down another seller who is negatively affecting my business.

  * I want to close my listing if other sellers are using it.

  * Amazon should pay for that problem, not me.

Merchant Fulfillment [SHP]

You will ship as a merchant to your customers and fulfill orders yourself. So you're responsible for all steps of the process from the time an order is received to the moment that a customer receives delivery and uses the product you sold. Although you may buy postage or rely on a carrier to make delivery, you're ultimately responsible for every stage of this process.

Minimum Per Item Fee [PAY]

A minimum per item fee may be charged for items sold for less than a dollar in your product inventory. Generally, the minimum charge is $1 per item.

Tips: You may want to keep in mind there's a minimum per item fee when you're setting prices for your products. Otherwise, it may not be profitable to sell certain products.

Missing Details [INV]

Amazon catalog listings may be incomplete, and thus inactive if they're missing required information or details.

Tip: Add details for any areas where you see quality alerts that signal you should add, change, or modify required details that are incorrect, incomplete, or must be changed.

Missing or Lost in Warehouse [FBA]

This disposition is applied to units that are missing or lost while inside an Amazon fulfillment center. Units flagged as Missing or Lost in Warehouse are considered for automatic reimbursement to your selling account, because Amazon takes responsibility for any unit lost at one of its fulfillment centers. The associates at the fulfillment center will exhaust every effort to physically locate the unit first and place it back into your inventory. However; if this isn't possible, the unit(s) will be reimbursed. If a reimbursement hasn't been processed after 30 to 60 days, contact Seller Supportto submit a case in order to have the reimbursement reviewed, processed, and credited to your account. It's rare when this isn't credited automatically.

Mobile App User Permission [GEN]

Only the account owner can use the primary login account email address for a mobile application. Other users won't be able to access this with other email addresses, even if they have user permissions to access Seller Central through a regular computer.

Multiple Accounts with Same Email [GEN]

If you have more than one customer or seller account with the same email address, access to your account may be blocked. This is a system issue, since access between two accounts is usually detected and then blocked. The problem with this issue is that you may be unaware that this situation exists due to the fact you may have accidentally signed up for another account without realizing or ever using it. Generally, this happens if you start the sign up process, don't actually complete it, and then go back and restart the process again—basically entering your account information twice, though you've actually entered this information for two different accounts instead of one. To solve this problem, you'll probably have to close the extra account(s), unless there's special permission to have more than one account. .

MSDS Materials Safety Data Sheet [FBA]

This data sheet is required from the manufacturer of potentially hazardous materials. It's divided into different hazardous classes that are numbered in ascending hazard levels from 1 to 9, with the smaller numbers having higher transportation class hazard levels.

MSDS—Materials Safety Data Sheet (or SDS) requirements [GEN]

Manufacturers are required to give information in accordance with the Materials Safety Data Sheet for products that are potentially hazardous. Sellers who sell potentially hazardous materials may be restricted from selling them through Amazon Fulfillment services or from accepting returns of such products.

Multichannel Fulfillment [FBA]

You can fulfill orders from different sales channels using Amazon Fulfillment if you have the product(s) in your FBA inventory. Sellers have the option to assign their own Shipped from and Shipped to shipping addresses. This allows third party sellers to use Amazon Fulfillment Centers and Shipping services regardless of which external businesses or source locations use them.

Multi-Channel Fulfillment Order [FBA]

Has it ever happened that you're already selling on your own website, or a different selling platform, and then an order comes in and at that moment you realize you're out of stock? If you already have inventory at an Amazon fulfillment centers, Amazon can fulfill that order for you. This is called a Multi-Channel Fulfillment order. Select the product/s from your FBA inventory, then choose from the drop down menu, Make a Fulfillment Order.

A multichannel fulfillment order allows you to sell merchandise through your own website or business and send it to a customer's address of your choosing. Although shipping fees are somewhat higher, there's no referral fee that has to be paid to Amazon.

Tips:

  * Keep in mind that a multichannel order can help you to fulfill an order for a different fulfillment method if you have FBA inventory units in stock.

  * It's important for sellers to know that multi-channel orders placed after 1 pm EST won't get processed until the next business day, so plan accordingly.

Multi-Channel Order Fees [FBA]

Sellers can send in all kinds of inventory to Amazon fulfillment centers--anything from books, up to huge plasma TV's, refrigerators, and even cars. Multi-channel order fees calculations are based on product dimensions and weight. Amazon provides charts to sellers containing a breakdown of fees depending on product size tier(s)--for example: media or non-media products, standard size and oversize units. See Multi-Channel Fulfillment fees in Seller Central help pages. Take the time to check fees so you know how much a multi-channel order will cost you ahead of time.

Look for the help page link to find Multi-Channel Fulfillment fees.

Multiple Accounts [GEN]

Amazon sellers are only allowed to have one account per Marketplace (such as the U.S. or Canada). There are certain exceptions to this however.

  * A seller who discover that he/she has accidentally opened two accounts may request permission from Seller Performance to keep the accounts open to have enough time to close one of them and transfer necessary information. If you're in this situation, you should immediately report it to Seller Support or Seller Performance and request permission to keep the accounts open until you can close one of them. If this happens, you're expected to close the extra unintended account as soon as possible.

  * Sellers can have another account in a different marketplace. A seller can have one account in the United States and the other account in Canada, for example. These are part of a Unified account.

  * Sellers may request special permission to open another account if they want to introduce a new line of products, different from what they already sell, and they have excellent performance metrics, and are pre-approved to do so by Amazon. Those who attempt to open more than one account without permission, however, will be blocked and even a regular account could be blocked or suspended.

Tips:

  * Note that family members or friends using the same computer with different accounts (but using the same computer IP address) may be blocked, since this could be detected and interpreted as another account by the same seller.

  * In this case, consider requesting special permission to have another associated account.

Multiple SKU's, same ASIN [INV]

You may have more than one SKU catalog code for the same Amazon product ASIN if:

  * You're listing FBA and Merchant Fulfilled inventory, with one SKU for each type.

  * You're listing a product with more than one condition, such as "New" and "Used, very good".

Multiple Marketplaces [GEN]

Amazon has more than 10 global marketplaces and provides support in 8 languages. Needs and policies related to these marketplaces vary in different regions and countries. If you're good at selling in the market where you presently offer products, you might consider expanding your market by entering another marketplace. This isn't for everyone, but it's certainly an option you could examine if you wish to sell more of your products.

My account is too complicated [GEN]

Your Amazon account has many features that at first may feel bewildering if you look at everything at once. The best way to deal with this is to focus on one feature at a time and learn to work with that until you understand and master it. Set priorities for yourself, master basic features, and learn to use the tools you need to run your business.

My Listings [CAT]

Although you may feel proprietary about the listings you create, you don't actually own them. You may control certain aspects or details you can edit, but even that control isn't permanent since it depends upon control of the main detail page.

Tip: In certain cases, you may not be able to edit your listing, even one you created, if you lose control of the main detail page of that listing for any reason.

My seller account has been suspended. This isn't fair. What can I do? [PER] [NTF]

If your account has been suspended for a reason you consider invalid, it's important that you establish or prove this and present evidence which shows in an appeal you must present to the Amazon Seller Performance team. This appeal must be carefully prepared to show how you'll change the situation and improve, either by addressing how you will deal performance issues, or policy violations. This is done by presenting a clear Plan of Action (POA), as well as any necessary evidence in your favor. Please note that many appeals fail because they are poorly presented and/or don't include a well prepared, viable, or realistic Plan of Action. Consider, as well, that the situation could change from your account being suspended, to the possibility it will be completely closed. Take the preparation process of your appeal seriously and give it the best presentation possible, just as you would for any major business interview or proposal. Keep in mind that this is a possible life or death issue for your account.

Consider the following:

  * The Seller Performance Team cannot automatically assume what you say is true. You must provide valid evidence that shows a situation is different than what has been assumed. It will be necessary to put aside your emotions—at least while you do this. Otherwise, if you present an emotional appeal only, it won't be accepted.

  * You've been asked to prepare a Plan of Action. This should consist of more than jotting down a few ideas of what you might do. Follow all suggestions given (from issues mentioned) to prepare your appeal with the best Plan of Action possible. This what Seller Performance will judge in order to accept or deny reinstatement of your seller account.

  * Give the Seller Performance Team time to evaluate your appeal and make a determination about your account. It generally helps not to pressure the Seller Performance team or make repeated inquiries after you've already presented your appeal. Repeating the same request could be counterproductive.

  * A major reason for denying reinstatement is a poorly prepared Plan of Action. Don't skimp when you're making a presentation to a team that could shut down your account.

My seller account has been hacked. Someone has set up false sales and refunds are being charged to my credit card. What should I do? [FAQ] [ARM].

Contact Seller Support immediately. They'll inactivate your listings and account so the hacker cannot get back in. Then a fraud team will start an investigation and help you to resolve this. Until this is completed, nobody outside of Amazon will be able to access your account again.

Tip: Keep in mind that nobody being able to access your account includes you, so you won't be able to access your seller account either until the investigation is finished.

My tax settings aren't charging the right tax or working correctly. What's wrong? [FAQ] [TAX]

There are several things you should consider when you're setting up Tax Settings.

  * Did you read the instructions for working on your Tax Settings?

  * Have you set up a Product Tax Code and clicked the Default Product Tax Code box? (Usually it's A_Gen_Tax) Some people don't notice and leave it blank.

  * When you select your state, did you add your state Tax Registration Number? This the required tax number for the business domicile you have in your state.

  * Did you check the correct boxes? If your state taxes according to zip codes, for example, you may need to check all the boxes for your state, not just the state box (the boxes are for State, County, City, District).

  * Did you check or uncheck the tax box for shipping and handling? Some states may charge a tax for this, but others don't.

  * Did you check or uncheck the tax box for gift wrapping?

  * Did you finish the complete process and check the box that indicates you agree to the questions you have been asked and understand what you're submitting?

  * Have you checked your inventory to see if there's a Product Tax Code for every listing, or you used the Default Product Tax Code setting?

  * Are you aware that Amazon also charges a fee for this service? (The fee is a separate 2.9% charge, a percentage of the tax you pay, which will be deducted from Payments).

  * Sales tax laws may change. Other states besides the state where you have your business domicile also want to collect sales tax. New laws concerning online sales tax may be imposed. Keep up to date about any changes.

### Part II—N to Z

Chapter 14 - N

_Negative Feedback for an FBA order [PER]_

You can request to have negative feedback removed (or modified) for an FBA order if it qualifies for removal, and the situation described in the feedback isn't related to your service. Contact Seller Support, give the order number, and describe the situation which qualifies for making a change. Or you can directly request feedback removal by using the Get Support option in your account. See Order Issues, and then Customer Feedback issues.

Tip: If the feedback is unrelated to FBA service (such as a product defect), it may not be removed.

Negative Feedback Removal Request [PER]

When customers leave unwarranted feedback that doesn't comply with Amazon policy, you may request its removal. You can also do this by going to the bottom of your Seller Central page and click the button for Get Support. Select Order Issues, and then Customer Feedback issues. Put in the order number that corresponds to the feedback left by your customer. Then select the reason for your removal request from the options provided. If you don't see an option related to what you think the customer has done, it may be that this isn't contemplated by Amazon policies. Submit your removal request. You'll receive a reply from the Feedback Removal team, which will indicate whether your request has been accepted or not.

New Seller Service [GEN]

When you're setting up a new Amazon account, you can choose to set up an Individual or a Professional Seller account. An Individual Seller account has a per item closing fees of $0.99 for low volume sales, but no monthly subscription fee. A Professional Seller account has a monthly subscription fee of $39.99 per month and includes additional services. Both plans have additional sales referral fees for products that are sold.

  * To sign up for an account, you need an account holder's name, email address, a password, a valid credit card, and a valid checking account that will accept electronic Automated Clearing House (ACH) transfers.

  * Go to your Amazon buyer home page https://amazon.com At the bottom of the page, click Sell on Amazon. Complete the sign up process for either an Individual Seller or Professional Seller account. Study the options carefully to decide which option is best for you. And be careful to note what you're signing up for.

Tips:

  * It's best to use a valid credit card. Some debit cards won't work.

  * The free trial is for a Professional Seller account, which will charge a subscription fee after one month.

  * If you have a doubt about your bank account or credit card, it's best to call your bank.

  * Use a checking account that accepts ACH (Automated Clearing House) transfers. A savings account won't work for registering your bank account.

  * Check conditions if you have an international bank account, since it may not be configured to work with seller account payment transfers.

No action or response from Amazon [PER]

Amazon may take a neutral stance and neither help nor impede in relation to certain actions or issues related to others sellers—for example: competition. Amazon won't help or impede you from acting if its stance is neutral.

Tip: Amazon may arbitrate if a situation warrants this, but will avoid taking sides in disputes.

Nobody is helping me! [GEN]

Amazon has a Seller Support network that's dedicated to helping you as a Seller when you reach out for help. If you have difficulty getting the assistance you need it may be because your issue may be a difficult one to resolve because of policy, technical, or other reasons. You may need to be especially patient if yours is a difficult issue, but you can be confident that Amazon associates will do their best to resolve your situation.

If, on the other hand, you've been informed there's nothing more that Amazon can do about a situation, then you may have to accept the possibility that the issue presented cannot be resolved as you expected. If possible, you may be offered another option.

No longer wanted or needed [ORD [CSV]

This reason for a customer return implies buyer responsibility for the return. In this case, the customer may have to pay for return shipping, and you have the option (depending upon the product) to charge a restocking fee.

Tip: For a case like this one, it's wiser to be more generous about a return than it is to deal with a problem later from a dissatisfied customer.

Not Fair [PER]

You may think Amazon hasn't treated you fairly for some reason, or may not have responded about other sellers who seem to violate Amazon policies with impunity. Seller or buyer abuse, takes time to review and prove conclusively. Not all abuses will be detected, reported, or dealt with effectively. Many, however, will be detected eventually, and Amazon will deal with each in the way it judges most appropriate for the circumstance or violation. This won't, however, always be in accordance with what you think. Amazon or the Selling Platform won't change for every circumstance sellers detect or report.

Nothing's important until you really need it [GEN]

Much of what you see in this book may seem relatively unimportant until the moment comes when you suddenly need it. Then a single piece of information could become the key factor that helps you to solve a problem.

Notifications [PER] [NTF]

Notifications are sent to you by the Seller Performance team to alert you to possible violations that could affect operations or continuance of your account. It's important that you check these performance notifications regularly and respond to them if needed, as indicated by what you're requested to do. Ignoring a notification or not reading it may have a detrimental effect on future selling privileges. Also, listings that have been inactivated may not be reinstated until you respond and provide Seller Performance with requested information.

Tip: If you have a doubt or need assistance, use the Contact Seller Support option. You can get contact information for Seller Performance from Seller Support.

### Chapter 15 - O

_One ASIN, One Variation, One UPC [INV]_

The normal rule of thumb for Amazon's online catalog is one ASIN for each product variation, which has its own UPC. In other words, you'll have a unique Amazon catalog code for every product variation which also has a distinct universal product code.

Tips:

  * This same guideline applies for whatever product identifier that's used, such as an EAN, GCID, ISBN or a UPC. Every ASIN has its own specific product identifier.

  * ASIN's which have more than one UPC (Universal Product Code) or variation usually indicates a catalog problem and will create confusion for customers.

Opening Multiple Accounts [PER]

Amazon policies prohibit setting up more than one account in the Amazon marketplace you choose to sell. If more than one account is detected that is associated to your name, email address, computer, or IP address, your existing accounts will most likely be blocked until the situation is fixed. The Amazon platform is programmed to automatically detect this type of violation and block related accounts even if it's an unintentional mistake. You may not have more than one Seller Account in your chosen marketplace without exceptional permission to do this.

Optimum Performance [PER]

This is the maximum performance level you can attain, given your set of circumstances. It may be an unreasonable goal to expect perfect performance, but you can always work to attain your best level of performance and try to sustain it.

Order [ORD]

Orders include product sales and shipment transactions. This includes sales information with the prices of products sold, and shipping information, including your buyer's name, shipping address, shipping charges. Sellers will be notified by email when orders are received (and customer credit is confirmed), with a Sold, Ship now message. You can also see your orders in Manage Orders.

Order Defect [DEF]

An order defect is anything that could go wrong with an order. The order could be canceled, damaged, defective, late, materially different, or undelivered. This is basically anything which could affect a perfect order.

Order Defect and Order Defect Rate [ORD]

Once an order has been made, anything which affects normal delivery of that order to the customer's satisfaction will produce an Order defect. Order defects include canceled orders, late orders, negative feedback from orders, undeliverable orders, and orders with chargebacks or A to Z claims. Order defects become part of the Order Defect Rate in Seller Performance Metrics, as a ratio of the number of orders with defects, divided by the total number of orders you have confirmed as a seller.

Order Defect Rate (ODR) [DEF]

An important basic indicator of your seller account health is the Order Defect Rate. This is the number of sales which have defects divided by the total number of orders. Your goal is to keep the Order Defect Rate of your account less than 4 percent. Seller Performance uses this as a quick calculation to check metrics for your orders.

Order Handling Fee [FBA]

The current Order handling fee is $1.00. It applies to Standard-Size, Non-Media products.

Out of Inventory [INV]

Out of inventory or out of stock listings will appear as inactive listings. These products may still appear in the Amazon catalog if they've been listed previously, but will have the notation that they're inactive or unavailable. This may occur unless the product that is unavailable is deleted from the Amazon catalog.

Outer Limits [GEN]

The outer limit for most transactions is 90 days. This is generally the maximum time that a buyer has to make an A to Z claim (90 days), leave feedback (60 days), or file a return request (30 days). (Has anyone ever heard of the television show The Outer Limits?)

Tip: This 90-day limit is also important for people to remember if they've been suspended, since it may take this amount of time to get final payment from a terminated account.

Overdependence [GEN]

Overdependence upon external assistance is a behavior some sellers learn to regret the hard way, since this can cause hundreds or thousands of dollars in losses. Sellers need to have a good understanding of the resources they use. Without this, serious mistakes could produce costly consequences, which are the opposite of what is wanted.

Tips: Asking a Seller Central associate to do something you could do yourself isn't the time saver it seems to be since it takes time for an associate to understand exactly what you want. You'll be able to use the resources of your account more effectively if you first learn how to use them yourself.

Overkill [GEN] (based on real scenarios)

What happens if you offer a promotion of 99 percent off and don't know the promotion code is automatically generated and displayed as a default standard text option of your promotion?—And then you don't select one order per customer? This could produce an avalanche of orders that would wipe out inventory and produce hundreds or thousands of dollars in losses and unexpected expenses.

Oversized Unit [FBA]

A unit is considered oversized if it exceeds the weight or dimensions of a standard size Unit.

Oversized Dimension Limits [FBA]

Oversized would exceed one of these limits: 20 pounds weight; 18 inches on its longest side, 14 inches on its median side, or 8 inches on its shortest side.

### Chapter 16 - P

Paper Check Request [PAY]

You may request a paper check (only when your account is closed) if:

  * Your account is, or has been, in good standing, it has been completely closed or terminated, and there are no pending issues related to orders or sales.

  * There's no other way to pay you.

  * Your account has been suspended, a 90-day hold period has been completed, and there are no longer any claims that could be presented against account funds.

Partial Order Cancellation—by Customer Request. [ORD]

The best practice for partially canceling a customer order is to confirm the complete shipment and authorize a partial refund for the part of the shipment the customer has requested to cancel. This is acceptable because it's being done at the customer's request. Inform the customer when the shipment, has been canceled and that this was done by customer request for cancellation. Make sure the request is made in writing through Buyer/Selller communications.

Partial Refund [ORD]

You have the option to issue a partial refund after an order is made. You may wish to do this for a customer concession, if you cannot ship one of the items, if you decide to make a partial shipping refund, or if you're giving a partial refund for a return. To do this press the Refund button and select Partial refund, instead of the Full refund option. Be sure you get an email request and follow up on this with an email confirmation to your customer.

Partner Carrier [FBA]

FEDEX, UPS, and USPS are partnered with Amazon for shipping your products to fulfillment centers for SPD (small parcel delivery for individual boxes).

Tip: If you use a partner carrier you have the advantage that Amazon will be responsible for distributor damages, as well as warehouse damages, if these occur.

Payment by check [GEN]

Payments aren't made by check, except in the case of account closure, and no other means of payment is available.

Tip: In this case you would need to close your seller account first and request that any pending balance in your account be sent as a check to you. Be sure to provide your name and mailing address for the check.

Payment method—buyer [PAY]

This is the payment method used by a customer to make purchases, also known as "charge method". The payment method used by buyers is generally a valid credit card, which has as a minimum a valid billing address and an available charge balance.

Payment Method—to seller [PAY]

Payments will be made by electronic transfers or disbursements into registered checking account. For each settlement period that there's a positive balance in your favor, you'll receive a disbursement. The disbursement will usually be processed by your bank in 3 to 5 business days.

Pending Order [ORD]

A customer order which is in process for credit card verification is a pending order and shouldn't be shipped until the verification process is confirmed and completed. When the customer's credit is validated, the pending order status will be switched from Pending to Sold, ship now. Otherwise, the order will be canceled if the credit card isn't valid.

Tips: Most orders pass from pending to confirmed status quickly, but orders will sometimes get stuck in pending status for a longer period of time. Don't ship an order until it's confirmed or you may risk a payment problem. Let Amazon complete the confirmation first.

Perfect Order [GEN]

A perfect order is an order that's completely processed and delivered to your customer's satisfaction from the moment the order is made, to when it's delivered and used. The order is considered perfect if there are no problems or complaints.

Tip: Customer satisfaction is the key factor to a perfect order.

Phishing [ARM]

Phishing refers to a scheme to hack personal information, bank, email, or seller accounts. This may be attempted in a number of different ways, which are constantly changing. The purpose of a phishing scheme is to extract personal access data, which then can be used to hack and use your accounts. Don't give any personal information unless you can confirm the source of a contact.

Tips:

Phishing schemes can be very sophisticated and may even use Amazon web or known seller information in false contacts.

  * Check your Amazon contacts and communications in your seller account. An outside contact to your email address may be suspicious.

  * Check your payment and settlement reports. Any discrepancy you notice in a contact with financial information that is different than your reports would also be suspicious.

  * If you have any doubt, contact Seller Support and report the issue.

  * Amazon associates will generally ask for the last 4 digits of a bank account or a credit card for security purposes, but not more than that. Never give complete account info to anyone.

Phone Contact Limitations [CSV]

While phone contact with a customer is useful for clarifying certain situations, keep in mind that messaging is a better way to document contacts if you wish to present any future evidence to Amazon. Phone contacts cannot be recorded, so what you communicate with your customer remains between you and your customer. Phone contacts with Amazon, however, are recorded.

Phone Support [GEN]

Access to phone support is available to Amazon Professional sellers who need online help from a Seller Associate. Generally, you request that Seller Support contact you and you'll receive a call from an Amazon Seller Associate. Direct phone support isn't available to Individual Sellers, who should use email support instead.

Pick and Pack Fee [FBA] [SHP]

The current Pick and Pack fee is $1.02. It automatically applies to Standard Size Media and Non-media products. The pick and pack fee for multi-channel orders is different and it varies by product size tier. Check FBA fees and Multichannel order fees.

Piggybacking on your listing [CAT]

If someone jumps onto a listing you took time and effort to create, you might say that they are "piggybacking onto your listing". Keep in mind that even if this doesn't seem nice, you may be doing essentially the same thing when you match another seller's listing (such as when you begin as an Individual Seller).

Plan of Action [PER] [NTF]

A Plan of Action is usually divided into several parts, each of which may be essential for presenting important information related to the creation of an appeal. Sample:

  * Identify/give Performance Target(s) which haven't been achieved that you've been notified about.

  * Explain what you can/will do that will change the performance target result(s).

  * Identify Policy Violation(s) (if any) that you've been notified about.

  * Provide specific corrective action(s) you'll take (referring to details or specific ASINs mentioned) that will deal with the issues or policy violations.

  * Explain how you will avoid re-occurrence or improve performance.

Postal Carriers [SHP]

U.S. postal carriers offered in your Amazon account may be FedEx, UPS, and USPS. You may prepare shipping on your own or you may purchase postage through Amazon and print your own shipping labels if you supply shipping information such as package dimensions and shipping weight. Amazon will supply the buyer's shipping address and other vital order information. Regardless of which carrier you use, you're ultimately responsible for shipping Merchant Fulfilled orders to your customers.

Printing Postage Labels [SHP]

You have the option to buy shipping in your account, using the button Buy Postage. Follow the instructions for formatting your shipping order with package type, dimensions, and shipping weight. Make sure that both a deliverable shipping address and shipping return address (from you) are included. Then confirm and print your label.

Pre-orders [INV]

Generally pre-orders aren't permitted since sellers are expected to have immediately available inventory to handle and fulfill a shipment within the time frame established by Amazon. Pre-shipment handling time, for example, is 48 hours.

There's an exception to this, however, if you're introducing a new product into the Amazon catalog, which has not been previously available. In that case, it's possible to set up a launch date for when that inventory will become available and "go live". This can't be applied again, however, once the new inventory item has become available, nor does it apply to previously available items in Amazon's catalog listings or your own inventory. FBA inventory that's being moved between fulfillment centers, which will soon be available, can also be pre-ordered.

Privacy [GEN]

Seller Support associates aren't required or allowed to share personal information about themselves, or other buyers or sellers, nor can they access private secure information related to bank accounts or tax documentation. Amazon has created security mechanisms to ensure the confidential information of buyers and sellers

Tips:

  * Don't share private email or physical addresses, phone numbers, or names unless they're directly required or related to your account transactions.

  * Amazon associates may give their first, but not their last names.

Proactive problem management [PER] [ACT]

If you wish to be a successful seller, you need to take proactive control of managing your own problems. This means you'll face a problem, look for its root cause, and take whatever steps are necessary to solve it, even if you must admit that you've caused the problem yourself.

Problem with signing up for .ca account when I try to go through Seller Central. [GEN]

If you are already signed up for a .com seller account, you may have a problem when you try to sign up for in different marketplace for a new .ca seller account.

Tips: Try the following—

  * Check your account drop down menu. Change the flag to the Canadian flag. You may already have the option for a Unified account.

  * Go to the Home Page of your Seller Central Account. In the right side column, look for Seller in North America. Click Sign up for a Unified Account. Follow the instructions given and fill in the required information.

  * Be sure you're familiar with the requirements for your new marketplace, since you should also consider, taxes, import charges, FBA or merchant shipping fulfillment, time factors and other related issues.

Product Identifiers [INV] [DEF]

-ASIN Amazon Standard Identification Number, 10 letters and digits; used for Amazon's online catalog. Amazon product ASINs begin with "B00".

-Coupon UPC, is a UPC code generally provided by manufacturers to offer special discounts on their products. A coupon UPC, which usually begins with the number "5", shouldn't be used by sellers to list their products.

-EAN European Article Number, 13 digits. This is a common product bar code identifier and can be used to add products to your inventory.

-GCID Global Catalog Identifier, 16 alphanumeric characters. This product identifier may be used for sellers who are working through Brand Registry with Amazon.

-GTIN Global Trade Item Number, 14 digits.

-JAN Japanese Article Number, 13 digits. Japanese article numbers aren't compatible for adding listings, but it may be possible to find equivalents.

-ISBN International Standard Book Number, 10 or 13 digits. These are library book catalog numbers, and can be used to add products to the Amazon catalog.

-SKU Stock Keeping Unit, this is an internal catalog number you can use for your own inventory. You can choose your own numbers or have Amazon assign stock keeping catalog numbers for you. The number of digits and/or letters for the SKUs may vary.

-UPC Universal Product Code, 12 digits. Commonly used to add new products to your inventory. If you don't have a UPC, you may need to obtain or purchase one through an online source such as GS1. See related link: http://www.gs1.org/barcodes

Product Image Discrepancy [INV]

The product image your buyer sees should match the product you have to sell. If it's different from what your buyer gets, you'll most likely get complaints.

Tips:

  * The product image shouldn't contain a different quantity or any accessory which isn't included with the product.

  * You're responsible to verify the product you match. Make sure the product image you see for the product listing exactly matches the product you have to sell.

Product Selection List—for Promotions [ADV]

This is a list of products you'll use for a Promotion. The most common lists are: ASINs, Brand Names, Browse Nodes, and SKUs. There's also an Advanced Product Selection List. ASINs or SKUs are used most.

Tips: Be careful not confuse one product selection list with another. SKU's won't work, for example, if you specify you're using an ASIN Product Selection List. Sellers often confuse ASIN lists with SKU lists for their product selections, listing ASINs in SKU lists or SKUs in ASIN lists. Be sure you've made the correct Product Selection List. ASINs usually begin with B00. A SKU list is made from your own catalog codes.

Products with Expiration Dates [FBA]

Products with expiration dates have a list of requirements. Many sellers encounter issues with these types of products and it's a common reason for contacting Seller Support. If you sell products which will expire, such as groceries or vitamin supplements, for example, make sure to carefully read Amazon policies before shipping these units. Units must have a shelf life greater than 90 days from the time of receipt by Amazon. Units within 50 days of an expiration date will be removed and disposed of. Depending upon certain types of products (such as vitamin supplements), the remaining shelf life must be greater than 90 days and include or allow enough time for customers to consume them before expiration. The label showing the expiration date is very important and it must be clearly visible to customers at all times.

See the help page link for Date and Temperature Sensitive Products.

Professional or Individual Seller? [GEN]

You may want to become a Professional Seller if you expect a high volume of sales, you want extra or more advanced account features, or you have an extensive inventory. The subscription fee for a Professional Seller account is $ 39.99 per month, but you won't have to pay a closing fee of $0.99 per item for the orders you receive. Other normal fees such as Amazon referral fees and shipping fees, as well as shipping costs, will be charged for order transactions.

Professional Seller Subscription Fee [GEN]

The fee for an Amazon Professional Seller subscription is $39.99 per month. Generally, there's a free trial offer to become a Professional Seller for a month before you're charged. After nearly a month, if you don't want to continue as a Professional seller, you can downgrade your account to Individual Seller, which doesn't get charged a monthly subscription fee.

Tips: If you're doing the trial period and change your mind, don't forget to downgrade your account in less than 30 days , or you'll be charged the $39.99 fee when it reaches 30 days—so change it before then. The trial offer won't be available if you're already an Individual Seller.

Prohibited Products [ARM]

You may not sell products that are prohibited by law or ethical considerations. Products which are/have adulterated foods, antiracial, bio-hazards, chemical toxins, contaminated sources, drugs (illegal substances), illegal paraphernalia, firearms, explosives, hazardous materials, radioactive substances, poisons, weapons, or venomous organisms are prohibited and cannot be sold for any reason through your Seller Central account. There's no exception for this.

Promotion [ADV]

A promotion is a special offer you can give to your customers, which may offer money off, discounts, free shipping, free products, or other special concessions. You can make product selections from your inventory and then apply the promotion for all of your customers or for special customers of your choice. To make special selections within your customer demographics, you can offer special claim codes that your customers can use or redeem when they go to Check out for their orders.

Promotion Claim Code [ADV]

A promotion claim code is what buyers can use to claim promotion benefits you advertise through your seller account. You may show a promotion code with your product listings to everyone, or you can send a single use claim codes only to special customers you select.

See the help page link Promotion Codes and learn about what conditions apply.

Tips: Keep in mind how you're providing your promotion code. You might want only to send a promotion code to special customers, or you might want it to be available for everyone if you post it on your display page. How you display your promotion code could mean that nobody will see or use it, or that everyone will be offered a special promotion, that was only intended for special customers.

Promotion not Showing [ADV]

A promotion which doesn't show may be missing something. Go to your promotion, find the one you want to check and then select Show, and then Edit to see details for how it's being displayed. Keep in mind that your offer needs to be on the main detail page to display your promotion.

Promotion Code Display [ADV]

Your customers may use a promotion code to apply your offer. This promotion code will automatically be displayed as a default standard text message option, which customers will see with your promotion offer (that appears on the main detail page if you have the Buy Box). If you don't want customers to see your promotion code, you'll need to use a customized message text option that doesn't include your promotion code.

Tips for Troubleshooting—

  * Make sure your promotion code shows if you want customers to see it, or that it doesn't show if you want to send a promotion code only to special customers.

  * Check the product selection and make sure that SKU's go with SKU's and ASIN's go with the ASIN lists. A mix-up with a listing could be a reason why a promotion doesn't appear.

  * If you have a claim code, does anyone have access to it? If not, nobody will see it.

Provide more information [PER]

The Seller Guarantee Team that processes an A to Z claim will usually request more information from. Be sure to provide relevant information, if there's an A to Z claim for one of your orders, to represent what helps the team to consider your side of the issue.

PTC—Product Tax Code [TAX]

All of your inventory must be set up with a Product Tax Code if sales tax is applied for your home state business domicile. Product tax codes can be added separately for each of your inventory products, or you can apply a Default Product Tax Code (such as A_GEN_TAX) to all your general inventory in your tax settings.

Purge [DEF] [FDS]

This refers to a feeds inventory purge function that is used to delete listings. When you purge your listings, for example, you delete them.

Purge and Replace [FDS] [FDS]

This function allows you to delete and replace all of your listings. Use this option with utmost caution since any ASINs that aren't replaced will be deleted.

Tip: Although you may purge and replace ASIN listings, Amazon tracks all ASIN's up to the moment they're removed. This includes ASINs which have been deleted, purged, or removed from inventory in the Amazon catalog.

Purge and Replace Inventory [INV] [FDS]

As a feeds inventory function, this deletes one set of files and replaces them with another set of files. This should be used only in exceptional circumstances in which you're completely aware of what you're doing, since your entire inventory could be deleted with this function.

Tip: Keep in mind that all your previous files will be deleted and replaced. Once this is done, it cannot be fixed.

### Chapter 17 - Q

Quality Alerts [PER]

Quality alerts (signaled with a small yellow triangle) are indicated for listings that need improvement for editing details, information, or images. Usually the area that needs improvement is flagged—which gives you a specific hint about what could be done. Use quality alert information to improve listings. After you edit and make corrections, look for a button at the bottom of the page to submit and save listings that have been fixed.

Quality Alerts for suppressed listings [PER][NTF]

A listing may be suppressed if there's a quality alert for incomplete or detail discrepancies. In many cases it's relatively easy to fix your listings by going to Actions. Look at the Quality alerts, and edit or correct to update listing details. Then save and finish.

Here are few common alerts with possible fixes:

Brand names—add the necessary information or make sure it matches what is already registered.

Bullet Points Description—make sure these are included and use the best possible language to inform and attract customers.

Condition/Condition note—make sure the product can be listed in New or Used condition and that the Condition Note correlates to the given Condition.

Date submitted—check the date that the listing becomes active.

Images—be sure that images are included and follow Amazon image guidelines.

Price—the price of your product shouldn't be outside of pricing parameters if these are given for the product.

Product description—describe any other essential product details a customer may want or need to know.

Sale Price—be sure you don't confuse this with Your price. A Sale price is given if you wish to offer a sale for a lower price during a limited period of time.

Quality Control [GEN]

It's important to practice effective quality control of your products and shipments to ensure a minimum number of order defects. Insist on the highest standards for products from suppliers and inspect what you're selling before you ship it.

Quarantine [FBA] [NTF]

Some FBA items may be placed in quarantine if they are considered hazardous or are prohibited products. Normally, these shouldn't be sent to an FBA center, but some products are later found to have problems. Items which leak, are damaged, or expired may also be placed in quarantine. In some cases items that cannot be sent in return shipments must be disposed of or destroyed. You'll be notified if this happens.

Questionable evidence [PER]

Evidence may be questioned if it's not properly documented, or presented as hearsay (what someone says). You need to document and provide the source for any evidence you present if you want it to be accepted by Amazon as the basis for making a decision.

What works: The customer sent a message on September 5th which said, "I want Amazon to remove my feedback now, but I don't know how to do it." (can be confirmed through messaging)

What doesn't work: "The customer requested that Amazon remove their feedback by phone." (the phone contact cannot be confirmed)

Questionable Origin [ARM] [RST]

If the source of a product you sell is questionable, it could be counterfeit. Be sure to confirm the Brand Name sources of your supplier(s) for the products you sell. Otherwise, you may be open to lost sales, blocked listings, A to Z claims, refund requests, and possible account suspension.

### Chapter 18 - R

Read what you confirm or sign [ACT] [GEN]

Although this seems self-evident, it's surprising how many people don't seriously read contract documents. You may be required to pay additional fees for services you're not aware of unless you completely read agreement details. Saying you haven't read the agreement won't exempt you from the responsibility of paying for services if these are provided.

Tip:

  * Read through what you accept or are signing at least once, or twice if you're unsure about certain terms that might impact your business later on.

  * It's unwise to sign something unread because the terms of your agreement assume you already are aware of, and have read everything in the agreement, which you've accepted.

  * One click agreements may seem convenient, but not if you don't read them. Read first before you click.

Re-branding [CAT]

Re-branding a major brand name product like Bayer Aspirin and calling it John's Aspirin wouldn't be okay. Arranging with a manufacturer to make a product for your brand may be acceptable. Issues like this are examined carefully for Brand Registry and Category Approval.

Red Alert [PER] [NTF]

A red alert usually flags a critical issue that you need to stop and look at immediately, and it may pinpoint a trouble area that requires your immediate attention. It isn't a good idea to Ignore a red alert, since there could be serious consequences unless the issue is dealt with right away.

Referral Fee [PAY]

A referral fee is a sales commission that's charged, based on the price of the product you sell. A common referral fee is a charge of 15% of the sales price, although this may vary depending upon the product category and the item sold.

Reformulating an Appeal [PER]

An appeal that repeats what you've already presented is rarely given additional attention unless there's new evidence or information which is relevant to your case.

Refund to customer [GEN] [CSV]

Buyers who aren't satisfied with their purchase for any reason may request a return and a refund. In some cases, if the product has been damaged or was delivered in damaged condition, the buyer may expect a refund even if the product isn't returned.

Refund a shipping label [ACT]

You can request a shipping label refund for a label that hasn't been used (for example: if you cancel an order after you bought postage, but haven't shipped your product yet).

  * Go to Orders, Manage Orders.

  * Copy the order number.

  * Click drop down arrow on Date Range, and select Order ID.

  * Paste the order number in the space provided and click the Search button.

  * Review the order to find Refund Shipping Label button, and click it.

  * Click the check box on next page to confirm you haven't used the shipping label.

  * Click the button at the bottom of the page to submit.

Tip: Make sure you request the shipping refund within 24 hours of the order, since it will expire.

Refunds for multichannel orders [FBA]

A refund can be given for a multichannel order if delivery is more than 7 days overdue.

Refund Policy (General) [GEN] [CSV]

Your returns and refund policies should be similar or better (more generous) than Amazon's policies.

Here general guidelines you can use for refunds:

-Items returned that are different, defective or damaged due to seller error or catalog discrepancy—100%

-Items which were not delivered/undeliverable—100%

-Late return of item in original/new condition outside of 30-day return window—80%

-Items returned which are "not needed, or no longer needed"—refund minus shipping or restocking fee.

-BMVD items (CD's, DVD's, music or video cassettes, or records) taken out of plastic wrap/cases—50%

-Items that are damaged or show obvious use for reasons not due to seller error—up to 50%

-Unreturnable or unsalable items after return because of obvious use—up to 50%

-0%? Usually not. If you ship an item back to a customer with no refund, this could generate an A to Z claim.

Tips:

  * Although Amazon once allowed sellers to post their own returns and refund policies, this no longer is possible. Your refund policy should now match Amazon's.

  * Best practice is to authorize returns and negotiate whenever possible with your customers.

  * It's not a good idea to return an item to a customer after it has been returned, even if it's outside your policies. This risks an A to Z claim, which may not favor you.

Refund Policy [CSV] for Merchant Fulfilled Orders

You may need to give a full refund, including shipping for the following reasons:

  * There's an order defect—the product may be damaged or doesn't work as described.

  * The item is different than described—the product doesn't match the catalog description. (assume there's evidence from a received return or acceptable photograph)

You'll need to give a partial refund, which may or may not include shipping for these reasons:

  * The product is late and arrives after the estimated delivery date. (partial, up to 100%)

  * The customer no longer wants or needs the item. (you may charge a restocking fee)

  * The item is different from what the customer thought it would be (but not different from the catalog description).

  * You may give a reduced refund and charge a restocking fee for these reasons:

  * Original packaging has been violated or opened for products that cannot be resold.

  * A new item is returned used, or returned without any authorized return request.

  * An item is returned in damaged condition, though it was sent in new or good working condition.

  * The item doesn't work or is missing components/parts that were originally included.

  * You may not have to give any refund if:

  * An item with a return authorization hasn't been returned.

  * A different, used, or counterfeit item is returned that isn't the original product sold.

  * The item is returned in unserviceable condition or has been destroyed.

Reimbursement isn't the same as a refund [FBA]

When you're reimbursed for Amazon Fulfilled products which are lost, damaged, or not returned, compensation for this isn't exactly the same as a refund. Amazon will pay what it estimates is a fair value for the product, minus Amazon fees (as if it were sold).

Tip: You will recover most of the monetary value for a product which is reimbursed.

Removal order [FBA]

You may make a removal order for FBA inventory. You may want to do this if you wish to recover unfulfillable inventory, or remove it before the 6 or 12 month storage limits, or recover inventory items that will expire. See more information in Removal Orders.

Removal Order Lost, Damaged or Wrong Product Shipped [FBA]

If a Removal Order gets lost, arrives damaged, with missing accessories, or the wrong product/unit was shipped, for these situations, you should contact Seller Support for further assistance. Amazon will review each case separately to determine if you're eligible for reimbursement. It's strongly recommended not to throw away any of the paperwork that came with the packages, such as packing slips, tracking number information, or the box in which the unit arrived. Part of Amazon's process when reviewing these cases is to request photo images of everything. Images and information requested by Seller Support FBA Specialists may include: detailed descriptions of the issues encountered, full and clear images of the actual damage(s) caused to the unit(s), description of accessories missing, full and clear images of the packing labels with tracking number information, images that can depict any damage caused to the box in which the unit arrived, and images of the unit labels.

Tip: It's important to mention that units which get returned by buyers and are flagged with disposition Customer Damaged or Defective aren't usually covered by Amazon reimbursement policy, unless the seller can actually prove the damage was caused in transit through the requested Removal Order.

Removal Order Fees [FBA]

It costs $0.50 per standard size or $0.60 per oversize unit to removal products. This fee includes the shipping. Check for fee updates, which may change.

Removal Orders [FBA]

You can request to have Amazon fulfillment centers remove and ship inventory back to you, anywhere from a single unit, up to your entire inventory. This is easy to process for a relatively low price. Simply select the listing product(s) from which you wish to have units shipped back to you and select Create Removal Order. Enter your name, address and order id (if you wish to enter one—if not the system will assign one for you), indicate fulfillable and unfulfillable quantities, and place the order. This will create a removal order, which you can review from your Manage Orders page.

If you wish to have detailed information of the removal order, from the Manage Orders page, click on the order id. This page will display the status of the order, the product name, quantity requested, address and name entered for the Removal Order. It will also display the Tracking number once the order has been processed and shipped. If the order is large, it will get split into multiple shipments, and the system will arrange to ship the units, corresponding to the tracking numbers provided.

Tip: Be patient when waiting for removal order merchandise. Shipping is done differently when returning products, so it will take longer to get them back than it takes to ship to customers.

Removing feedback doesn't mean it never happened. [PER]

Although you might like to believe that removing feedback is equivalent to erasing it from your performance history, erasing what people saw doesn't mean it never happened.

Tips: Keep in mind that feedback points out areas for possible improvement. If the feedback is irrelevant to making an improvement, you can safely ignore it. But if that feedback points to a weakness or area you need to improve, ignoring that will stagnate your overall performance in the long run.

Replace [DEF] [INV] [FDS]

Substitute one set with another, as in replacing one set of inventory files with another set of files.

Replicas [PER]

There are few restrictions for selling replicas for which their use or purpose is obvious. However, selling replicas as original or authentic products is prohibited and illegal if they are counterfeit.

Tip: Other restrictions may apply to selling replicas such as weapons.

Report a Community Rules Violation [PER]

If you wish to report a community rules violation see the help page link for Report a Violation.

Click the contact form which you can use to report the violation. Provide relevant information related to the buyer or seller, and clearly describe the situation or incident. Keep in mind that this is handled by a Customer Service team, not Seller Support.

Report a Violation [ACT] [GEN]

  * For catalog product page or detail page issues related to sellers, you can report this through Contact Seller Support at the bottom of your Seller Central page. See the options and choose Report a Violation. This will be handled by the Seller Performance Team.

  * For brand name, image or text issues, you can report these by going to the search bar in your Seller Central account and choosing Report a Violation. This will also be handled by the Seller Performance Team.

  * For copyright or trademark issues, you may need to report these to the Amazon team that handles the legal aspects of these issues. Contact Amazon Seller Support for the email and physical mailing address of the Copyright Team. This will be handled by Amazon's Copyright Team.

Report a Violation—A catalog detail page or listing issue [ACT] [PER]

You may want to report catalog or listing issue violations to Seller Performance by using Contact Support, which you will find at the bottom of your Seller Central page. Find Report a Violation, then explain the situation and supply detail page information, ASINs, identification of the other seller, and any other details which show there has been a violation of Amazon policies.

Tips: Please don't expect a direct response about this issue unless there's further communication about this in relation to your own account. Amazon won't report about information concerning other sellers due to privacy considerations.

Report a Violation—Brand name, image or text issues [ACT] [PER]

You may want to contact the Catalog Team if you discover other sellers are using your brand, image or detail page text for their own listings, or if they've copied and are using these as if they were their own. You need to give information about which products or detail pages and/or ASIN's are affected, describe the issue, give the seller's partner name, and provide any other evidence or information that related to the issue you're reporting.

Tips: Keep in mind that Amazon uses its own judgment to resolve this. Due to privacy considerations, don't expect information about how this case is handled with another seller. You can check, however, to see if the issue related to your own products has been resolved.

Report a Violation—Trademark or copyright issues [ACT] [PER]

You may want to contact the Copyright Team if you're concerned about a Trademark or Copyright issue, assuming there's a legally registered trademark or copyright. In this case, you'll need to send evidence of your trademark or copyright to the team along with a detailed explanation of the reported violation along with any evidence of this, the seller's product name, partner identification, and any other relevant information. Contact Seller Support for more specific information how to do this.

Reporting Violations [ARM] Occasionally, other sellers may interfere with your business in ways which violate Amazon policies, ethical, or legal regulations. See the links if you need to report a violation. These violations may be classified as follows:

1) Catalog product page or detail listing violation; report this to Seller Performance.

—Use the Contact Seller Support link in your seller account.

2) Brand name, image, or text violation report this to the Catalog Team.

—Use the help page link for reporting Catalog Issues.

3) Trademark or copyright violation; report this to the Copyright Team.

—Contact Seller Support for more help to report legal trademark or copyright issues.

Reply as requested [ACT] [PER] [NTF]

You should reply as soon as possible with an answer or information requested if an Amazon team sends you a notification with a request. This is very important since your reply may be contingent for what Amazon will do next.

If this is for Brand Registry or Category Approval, for example, a reply with requested information may be essential for approval of your application. For Seller Performance this may be essential for the activities of your account and listings. If you've been contacted by Seller Performance, for example, your reply may be necessary for the continuation of your account and could affect your selling privileges.

Reports—General Types Available

Business Reports

Custom Date Range

Inventory Reports

Order Reports

Payment Reports

Summary Reports

Sales Tax Reports

Tax Reports

Transaction Reports

Represent to Amazon [ACT] [PER]

You should represent your side of the case to Amazon when a buyer presents an A to Z claim. This is important because although the buyer may have a reason to present a claim, it may not be right or applicable. Explain your side of the situation and give all related information or evidence including the order number, tracking number, detail page ASIN, messaging, or any other relevant evidence that will support this. The A to Z team will take this account when they make a decision.

Tips:

  * It's important that you represent your side to Amazon ASAP within 3 to 7 days. Otherwise, the customer may gain the claim and get an automatic refund.

  * Keep in mind you'll also have an option to appeal a decision by Amazon for up to 3 days after a decision is made.

Request reinstatement of your selling privileges—for a suspended account [ACT] [PER]

You must present an appeal to the Amazon Seller Performance team for reinstatement of your selling privileges. This appeal must be carefully prepared to show how you'll change the situation and improve, either by addressing how you'll deal with performance issues or policy violations. This should be done by presenting a clear Plan of Action (POA), as well as any necessary evidence in your favor. Please note that appeals may fail if they're poorly presented or don't include a well prepared, viable, and realistic Plan of Action. Consider, as well, that the situation could go from an account being suspended, to the possibility it will be completely closed. Take the preparation process of your appeal seriously and give the best presentation possible, just as you would for any major business proposal. Keep in mind this represents the future life of your account.

Tip: In brief—your Plan of Action should present the issues that need improvement, related performance targets and metrics, plus what you plan to do to improve your performance and/or metrics.

Reserved Inventory [FBA]

There are two main reasons why you'll see units placed under Reserved status when checking FBA inventory:

  * The first reason is that buyers have purchased your items, and these orders are in the process of being picked, packed, and shipped to buyers. These units are reserved while this process is completed.

  * The second reason is because Amazon may be transshipping some of the units in your inventory to different Fulfillment Centers across the US. Amazon transships inventory due to Fulfillment Center needs in terms of space availability, and strategic placement across the US in order to reduce delivery timeframes.

Reserved Inventory Issue 1—I sent one of my product units to FBA, but now I see 2 units in Reserved Inventory can you explain what's happening? [FAQ-FBA]

If one (or more of your units is being transshipped between Fulfillment Centers, the number of units that you see will temporarily be duplicated, since 1 unit is being sent from one Fulfillment Center and the unit reported as being received by another Fulfillment Center. Reserved Inventory will change from 2 to 1 unit as it's processed by the other Fulfillment Center. Then it will change from 1 to zero, as the product appears in your Fulfillable Inventory.

Reserved Inventory Issue 2—At the beginning of the week I noticed a large number of units in my Reserved Inventory. Now several dozen units in my inventory appear to be missing or have disappeared. What happened to those missing units? [FAQ] [FBA]

When several units are transshipped between Fulfillment Centers, the number of units which appear in Reserved Inventory will temporarily double as they are being moved from one Fulfillment Center to another (so 12 units, for example, would appear as 24 units). Later, these inventory quantities will return to normal as processing is completed.

Tips:

  * Keep in mind that you'll see an unexpected Reserved Inventory quantities due to transshipments between Fulfillment Centers.

  * Numbers may temporarily double as units move from one fulfillment center to another.

Responding to Feedback [CSV]

You also have the opportunity to respond to customer feedback. Your response can be left once, and you have an option to remove it as well, if you wish, or negotiate with the customer. Once you remove your response, however, you cannot leave a second response. If a customer decides to remove feedback, both the customer's feedback and your response will be removed.

Tips:

  * Best practice indicates that it's advisable to be professional and courteous, even if your customer isn't.

  * Try to avoid reacting negatively, since this may be noticed and could trigger a negative response.

Response time [PER]

This is the time it takes to react and respond to a situation. An effective seller considers how to reduce handling time, shipping to delivery time, and customer response contacts. Your goal should be to reduce time delays, whenever possible, to respond quickly and effectively. At the same time, it's a good idea to take peak demand periods into account, so that the system won't become overloaded or break down when sales volume increases, or there are extraordinary or unplanned circumstances.

Response versus Reaction [PER]

Your response to situations plays a key role for your success. Some people are controlled by situations if they simply react to them. You can choose your response if you study the situation carefully and consider the best option before you respond. This allows you a chance to consider other options to use later if you need to.

Restricted [INV] [RST]

If you receive a restricted message when you're trying to list an item, you won't be able to list that product unless you receive permission to do so. This may be because the item is in a restricted category, the product itself has a restriction, there's a listing brand restriction, or the product is prohibited. In most cases, a product in a restricted category requires Category Approval (see Category Approval process).

Restricted ASIN's [PER] [RST] [NTF]

If an active ASIN in your inventory is restricted, it will be blocked or become inactive, depending on the situation. Usually, you'll be informed about this through a performance notification, but not always.

The first time that an ASIN is blocked, made inactive, or removed, it may not be a problem, but you should avoid trying to list the product again until it's clear why the listing was restricted or there's specific permission to list it again.

Tips: Look at the type of alert for the listing. If it's a soft block or alert, you might be able to fix and list it again. If it's hard blocked, it will be blocked for policy or performance reasons and be more difficult (or not possible) to reinstate.

Restricted Products [PER] [RST]

Restricted products are only sold by a limited group of approved sellers who generally have high sales volume, excellent customer service and performance metrics. These sellers show high levels of customer service responsibility, which are required for handling products of a sensitive nature. Such products may include items which are potentially dangerous, or require absolute confidence for authenticity, i.e. items which are jewelry, or are sold in the sexual wellness category, or must contain high purity, quality levels, or ingredients related to medicines, precision machines, or equipment. Sellers must apply for Category Approval to sell products in restricted categories or be directly invited by Amazon to sell them.

Retroactive changes—no [GEN]

Changes to your settings will be applied from the moment they're updated on the selling platform system, but they cannot be applied retroactively.

Return Merchandise Authorization (RMA) [DEF]

This number shows your return authorization. It can either be provided by you, or by Amazon, when you authorize a customer return.

Tip: Normally you can let Amazon provide an RMA, or you provide your own if you want to. What's important is that you have evidence of a return authorization if there's any question about it.

Return Processing [CSV]

Your customers should make return requests through their accounts (not through messaging) if they want to return items for refunds. You should normally authorize a return request for any reason if it's initiated by your customer. This doesn't require that you give a full refund unless the situation indicates you should do this.

Tips:

  * It isn't a good idea to deny or cancel a return request. This would lead to an A to Z claim, in which Amazon would grant a refund because you haven't authorized the return request.

  * Normally, the best practice is to wait until you receive the returned item before you issue a refund. Once you have the product and examine it, you can make the best choice for a refund.

  * There are times, however, when you may choose to contact a buyer and cancel a return request when the buyer makes a return request after 30 days, for example, for apparel items, which have already been used.

Returns Policy [CSV]

You should normally accept and authorize a return request for almost any reason within a period of 30 days. You should allow additional time, however, for the return to be made (the time frame is up to a month from the date of the request). In some cases, a return cannot be made, but this doesn't exempt you from having to make a refund if there's an order problem for which you may be at fault. Amazon usually applies this as a minimum policy, although you may honor a return request beyond the policy dates if you have a reason to do so.

Return Window [FBA]

A customer has up to 30 days to return a product after a return has been authorized (this is based on what is allowed for FBA orders). Amazon will generally process an early refund, with the idea that the customer will respond honorably and return the product. If the customer doesn't return the product, Amazon may charge the customer again for the product if it's an FBA order shipment, and reimburse the seller (after 45 days—30 for the return, plus 15 days processing).

Tips

  * This assumes that an item is returned in original new condition.

  * There are exceptions for returning some items, however, since certain products, which have a limited handling time, might lose refund value or salability.

Review Removal [PER]

Removing a review is difficult and not like a normal feedback removal request. However, in some cases the removal of a review is warranted in case of a violation of Amazon Community Rules. If you think that a review is in violation of Amazon Community Rules, go to the help page link to report the violation.

Tip: Keep in mind that this is handled by a Customer Service team, not Seller Support. Reviews are rarely challenged successfully or changed.

Rolling Reserve [PAY]

A rolling reserve is an amount of money from payments that are due to you, but has been placed on hold for one of the following reasons:

  * There's a 14 day holding period from the time a sale is made for Individual Sellers.

  * There has been a chargeback claim or an A to Z claim.

  * Orders which have return requests.

  * An account is on hold pending investigation.

  * An account has been blocked or suspended.

  * An Amazon performance team has set a fund limit or time restriction on an account.

Root Cause [PER]

Cause and effect relations of many problems are not always consecutively or sequentially linked. It may be necessary to dig deeper to solve some problems, or look for root causes, to solve them.

Routing Number [PAY]

This usually refers to the ACH (Automated Clearing House) routing numbers used in relation to your account for disbursement transactions used to transfer money to your bank account. The routing number is a 9-digit number, which may have, for example: a one-digit prefix + a three-digit bank or institution code + a five-digit branch number.

Tips:

  * A routing number is used in addition to a bank account number for transfers.

  * Foreign bank accounts may not work if they don't have ACH routing information. Check with your bank to see if this option is available or used in relation to your checking account.

### Chapter 19 - S

_Safety [GEN]_

Safety for customers using your products is an important concern. This is especially important if they're intended for human consumption, used by children, or are used where product failure could cause human injuries.

Safety Requirements [CAT]

Products which don't meet minimum safety requirement standards may be restricted for sale with Amazon. Some products may also be labeled as hazardous, which could be restricted by Amazon Fulfillment, or for product returns.

Same price, similar products, different fees? [CAT]

If you notice different fees for products that are similar and have the same price, you may need to contact Seller Support to check the ASINs for the product category, and then get additional help from a catalog specialist. Fee variations usually exist because products have been categorized differently and are charged by different percentages, or for different dimensions.

Tip: When product categories are different, changing product details cannot be retroactive. Fees are charged when a product is sold, as it is categorized.

Security Verification [ARM]

A Seller Support associate may ask for your name, business partner name, email address, and the last four digits of your credit card and bank account. Minimum security verification generally requires at least your login email address and the last four digits of either your bank account or credit card.

Self-Fulfilling Prophecy [PER]

We often get what we expect. Doubting the capacity of Amazon, your customers, or even yourself, may predispose you for a negative outcome. This makes it more difficult to accomplish what you want or need.

The converse of that is also true. You'll solve more issues if you're predisposed to deal with them.

Tips:

  * Seller Support Associates usually do their best to help you in whatever ways they can. It helps to have patience, tolerance, and communication skills. This contributes to finding a solution to almost any problem you may need help with.

  * Most customers are sincere, even if there are a few who aren't.

  * You can change almost any outcome, even if you make a mistake, as long as you weigh your options. All you need to recognize is a desire to improve and have the courage to move in the right direction.

Self-Sufficiency [GEN] [PER]

You'll manage your account more effectively if you master the basics for handling its most important features. This helps avoid serious mistakes and may make the difference between success and failure. If you use problem solving skills to troubleshoot issues which affect your business operations, you may save significant amounts of time and money.

Seller Central [GEN]

This is the online Amazon platform you use to manage everything in your seller account. You have access to general feature of the platform, but manage the private features of your own account.

Tips:

  * Be careful not to confuse your Seller Central account with your Amazon Buyer account. These are quite different in features and formats.

  * People often confuse Amazon Prime with their seller accounts (it's a customer feature).

Seller Performance [DEF]

This refers to your performance as a seller, and it also refers to the Seller Performance Team which oversees the performance of all Amazon Seller Central accounts in general. Seller performance is considered to be a key factor for your success in Amazon's marketplace as a seller. It provides a way to go beyond simple sales data and looks quantitatively and qualitatively at how orders are sent and delivered to your customers. The bottom line for this is overall customer satisfaction, which in many ways is indicated by performance metrics.

Seller Performance Team [DEF]

This is the team follows and measures seller performance, providing feedback with operational metrics related to sales, communications, order fulfillment, shipments, handling time, order defects, listing issues, cancellations, return requests, refunds, and seller guarantee claims (otherwise known as A to Z claims).

Seller Support Telephone Contact Guidelines [GEN]

  * Be courteous and patient. Seller Support is available to help you.

  * It's normal for a seller associate to request certain personal information from you, such as your login email, your business name, and the last four digits of your bank account or credit card. This is intended for security purposes and only takes a few moments to verify.

  * For best results, focus on one or two issues for a call, rather than several problems. This helps you and the seller associate make the best use of contact time.

  * Have useful information on hand to give the Seller Support associate. This may be ASINs, related order ID's, tracking numbers, shipment numbers or any relevant information.

  * If a seller associate cannot immediately answer one of your questions, give him/her time to research and look for an answer.

  * If an associate informs you (s)he can't do something you ask, it helps not to insist. Clarify why what you ask isn't possible, and then ask for other options. Usually an associate will be glad to help you explore another option if the first one you ask for isn't available.

  * Keep in mind that you're better acquainted with your account and situation than the seller associate initially is. Provide any details you can which will help both of you to work more effectively to resolve your issue.

Seller Support Team [GEN]

This team is dedicated to helping Sellers. Amazon Seller Support associates work to handle daily contacts from sellers to improve operations of the Seller Central platform. The Seller Support team and is focused exclusively on seller accounts. Seller Support associates look for the best possible solutions to a wide range of issues for sellers—who are their clients.

Set up Sales Tax Settings [ACT] [TAX]

Go to Settings, Tax Settings. Start the four stage process to work with your Tax Settings, and select Edit to add or change your tax information.

1) Read the required guidelines and background information about tax requirements, tax settings, and Product Tax Codes.

2) Read the required background information including:

a) Default Product Tax Code. Chose and apply.

b) State tax Registration Number. You need one.

c) State, City, County, and District (check boxes).

d) Shipping and/or Gift Wrap tax options.

3) Review, and change or confirm final settings.

4) Submit, Save, and Finish—you should see a confirmation message which states it will take up to 72 hours for your tax settings to be applied.

Signature Confirmation [ORD]

More expensive orders may require buyer signature confirmation for delivery. This adds cost to the shipment but provides additional security for the shipment process when more expensive items are being sent.

Tip: Signature confirmation isn't foolproof. If a customer isn't available to sign for a package, the shipment may be returned to the postal center it was sent out from, and the buyer would have to go there to retrieve the package, which may provoke dissatisfaction.

Shifting responsibility [PER]

Shifting responsibility for a problematic issue isn't an effective means for resolving it. The key to solving a problem is to find what caused it, then respond by doing what's needed to recognize or solve it. Although most issues can be solved, some problems may be solved incorrectly, and others will remain without solutions if they're caused by factors that cannot be controlled. It's best to accept responsibility for issues that can be resolved.

Shipment Creation Workflow [FBA]

Every time you plan to send inventory to Amazon fulfillment centers, you must use a Shipment Creation Workflow. This is user-friendly and it takes just a few steps to complete a workflow with everything required to send shipment(s) to Amazon Fulfillment Center(s). Just make sure you understand how to complete a Shipment Creation Workflow. Amazon explains this process step by step through a tutorial video available for all sellers. This tutorial video also walks you through all the necessary steps to create and complete an Inbound Shipment. The tutorial is less than 6 minutes and is very helpful. See the video tutorial help page for Shipment Creation Workflow.

If you still have doubts, you can contact Seller Support for further assistance.

Shipment Packaging Requirements Policy [FBA] [SHP]

Once you finish prepping units and you're ready to box them for transportation to Amazon's fulfillment centers, be sure to pack the boxes with appropriate packing materials. This is important to make sure the units will travel safely to fulfillment centers. This also determines eligibility for reimbursement if units are damaged in transit while using Amazon Partnered Carriers. If requirements aren't followed, reimbursement may be denied due to improper packaging.

Shipment processing for FBA inventory shipments [FBA] [SHP]

When a shipment arrives at (a) Fulfillment Center(s), allow 3 to 5 business days for processing and placement before inventory goes active. Keep in mind that some products may be transshipped to other fulfillment centers and not go active immediately.

Shipment Status [FBA] [SHP]

Working—seller hasn't completed shipment

Ready to ship—shipment completed by seller and ready to be shipped

Shipped—shipment has been given to carrier

In transit—Inbound shipment being sent/processed by carrier.

Delivered—shipment checked in and received by FC

Receiving—FC (fulfillment Center) processing items into the FC and the seller's inventory

Closed—Items (MSKUs/FNSKUs) received and shipped have been verified, so shipment can be marked as closed.

Deleted—Shipment has been deleted—not sent.

Shipping address change—no [SHP] [CSV] for Merchant fulfilled orders

Customers cannot change their shipping address after an order is made, and sellers don't have an option to change a shipping address either. Best practice is to cancel the order (usually with agreement from the customer). Ask the buyer to place a new order with the correct address.

Shipping address undeliverable [SHP]

You should cancel an order if a shipping address is undeliverable and inform the customer that the address given won't work for delivery. Try contacting the customer first before you cancel, but if this doesn't work, cancel or refund the order and send a message to the buyer.

Shipping costs are too expensive compared to shipping credit. [SHP]

Individual selling fees and credits are fixed, but there's some flexibility to set shipping fees for Professional Sellers. In some cases, shipping credit won't completely cover shipping costs. Take this into account when considering offer prices for products. You may need at times to adjust your product price to offset additional shipping costs.

Tip: Professional sellers can also create new shipping templates to set special shipping costs for certain product listings.

Shipping refund without tracking number—no [SHP]

You can't get a shipping refund for a shipment order without a tracking number, since this is required for determining whether or not the shipment has been processed.

Shipping Plan [FBA] [SHP]

Creating a Shipping Plan is the first step in creating an inbound shipment. You create a Shipping Plan, and then convert that plan into an actual Shipment. In your Shipping Plan, select which products/SKUs you'll be sending, and give quantities of those products. Then give preparation requirements for the products (if needed), the labeling for the products (who does the labeling, Amazon or the seller) and finally, review the shipping plan. When you complete the shipping plan, you approve it, and then convert it to an actual Shipment, from which you can work on buying the shipping, and printing box labels.

For more information, see Prepare Shipment

https://www.amazon.com/gp/help/customer/display.html/?nodeId=201171270

Should I close my account? [GEN]

If you haven't listed or sold products for a long period of time, or you notice you've been losing money, you may need to consider closing your account. Ideally, your business should earn income, not lose it. If this isn't working, it may be time to consider other options.

Silver Seller [DEF]

A Silver Seller is a Professional Merchant or Marketplace seller who has an Amazon Professional Selling Account. There are other seller grades, which have somewhat different account features and privileges, but these are available by invitation only. Most depend upon sales volume, ranking, or performance. Qualifications for these sellers are internal and this isn't something sellers can request or apply for.

Tip: Is it better to have other seller attributes? It depends on what you mean by "better". If you're classified differently, expectations would be higher, with requirements for better seller metrics, greater responsibilities and more money would be going to Amazon. That works for some sellers, but not for everyone.

Signature Confirmation [SHP]

For more expensive orders, you may want to choose a signature confirmation option to confirm the delivery of your shipment.

Tip: Even a signature confirmation isn't a complete guarantee for successful delivery. If your customer is unavailable when an order is delivered, the package may be returned to the post office, and your customer may have to go to a distribution center to pick up the product.

Sign in from your original IP address [GEN]

The best practice for signing into your account is to sign in from your original IP address, which is the one you signed up with. You may have to deal with unpleasant consequences if you sign in using different IP addresses, and/or if you use different devices. Sticking to one location with the same sign in procedure should avoid access conflicts for your account.

Tips: Keep in mind that only one customer account and one merchant account should be associated with your login email address, since access problems can also occur if you have multiple accounts (more than one for each marketplace) associated with the same login email address. More than one account associated with the same email or IP address could block access.

SKU [DEF]

Stock Keeping Unit, this is the inventory identification number you can choose and use to control your own inventory. In some situations, you may have more than one SKU for the same product if it has a different condition (e.g. new or used), or more than one type of fulfillment (e.g. FBA or Merchant).

Tip: If you don't specify Stock Keeping Units for your own inventory, Amazon will generate these for you as you add products into your inventory.

Small Parcel Delivery Shipments (SPD Shipments) [FBA]

This type of shipment is the most common one, since it applies when shipping individual boxes without a pallet.

Somebody Stole my Listing! [PER] [CAT]

You may be suddenly surprised one day to see that someone has "taken" your listing, or you might find another seller has the Buy Box (check out box) on the main detail page. The truth is that you don't actually own the detail page, so it can't be stolen from you in the sense that a piece of your property has been stolen.

This answer may not make you feel better about the situation, but it's important not to have a misconception about listing creation. Another person may match your listing, and if sales and performance of a competing offer is better, control of the listing could shift to another seller, or to Amazon itself.

Tips: You can get the Buy Box back if you qualify again for it, so you may regain detail page control. Study what may have caused this, and work to get it back again.

Somebody took my [ASIN] [CAT]

Other sellers can match your ASIN, since an ASIN is technically a product identifier which matches a certain set of product details (such as a UPC). If another seller has a product which is essentially the same as yours, with the same product details, and has a matching EAN, ISBN, or UPC, that seller is permitted to use the same ASIN.

Tips: You may point out that you bought the product identifier for the ASIN. When you "buy" a UPC for a product ASIN, you're paying to match the product details for a product identifier code, but you don't actually own a bar code, any more than you own your name. If someone has the same product with the same product identifier (such as a UPC), they can use the same ASIN.

Standard Size Unit [FBA]

A unit is considered standard size, as long as the unit—including packaging—does not exceed 20lbs., and it doesn't exceed 18 inches on the longest side, 14 inches on the median side, and 8 inches on the shortest side or less (18" x 14" x 8"). If any of these 3 measurements goes above the stated dimensions, it's considered oversized.

Start a shipping plan [ACT] [FBA]

Select the products you want to ship in Manage Inventory, and then in Actions, click Send/Replenish Inventory, or do the same in Manage FBA Inventory, or download a Shipping Plan Template File.

Stickerless Bar-Coded Inventory [FBA]

This is for sellers who are planning to send large volume shipments. You may handle a large inventory, and labeling individual units prior to shipping them to fulfillment centers may not seem cost or time effective. For this type of case, FBA offers a Stickerless Commingled Inventory option. This way Amazon will receive and process your units without the need to affix individual Amazon label/barcodes for each unit. It's important to highlight that by using this option, you're authorizing Amazon to commingle your units with other sellers' units. For example, if you sell keyboards of a specific brand—since the keyboards already have UPC/EAN scanable barcodes on each individual unit, you can send your shipment using the Stickerless Commingled Bar Code option (without Amazon labels/barcodes).

As soon as Amazon receives and processes processes your shipment, they will commingle (or mix) units with those of other sellers. This works for regular customer orders and removal orders. So, when a buyer purchases one of your products, he/she may not receive the product you originally shipped to the fulfillment center. The buyer may instead get a product that another seller shipped in. Buyers will receive exactly what was ordered, but not necessarily what you originally shipped. The same scenario applies for removal orders, meaning that if you request units to be shipped back to you—you may not receive the unit(s) you originally shipped in.

If you aren't a fan of having your units mixed with other seller units, you should choose Amazon's labeling option, and then print and label each individual unit with Amazon labels, provided by Seller Central when creating your shipment. Or you can request that Amazon label units for you. This way, Amazon Seller Central will create a unique label/barcode with an X000... ID for your units. Each time you send a shipment, fulfillment center associates will scan those unique labels, and place your units in separate bins assigned to you.

Minimum requirements to use the Stickerless Commingled Option are the following:

  * New Items only

  * Non-media categories

  * Each individual unit must have a scanable UPC or EAN barcode corresponding to a single ASIN in the catalog. If the current UPC or EAN barcode is linked to more than one ASIN, Amazon labels are required.

Amazon determines which units qualify for this option, and may also disqualify units that were previously eligible for the stickerless option at any time at its discretion. You can enable or disable this option from your selling account at any time. This controls which items you wish to use this option and which items you wish to label. As mentioned previously you may use the FBA labeling service as well, and have Amazon label your products if you don't want to print and label each unit (for a per-unit based fee). For more information, see the Labeling Service entry.

Stickerless Items [FBA]

Stickerless items are products with UPC bar code labels that are comingled or combined with units of other sellers. This assumes that the products are identical and have the same details and manufacturer. Although this saves time since you don't need to use additional labels (with the FNSKU's), comingled items will be mixed with the units of other sellers. If there are inventory problems, Amazon may temporarily block listings for all sellers who share comingled inventory.

Tip: Keep in mind that you have options to create labeled or bar-coded inventory.

Storage Fees for Amazon Fulfillment [FBA]

Amazon does charge storage fees; however, these are relatively inexpensive. Amazon charges standard fees per month from January to September and high season fees from October to December for standard and oversized products. The storage fee is charged per cubic foot, per month. This is a monthly charge (per calendar month) based on the actual space you're using at the fulfillment centers. Amazon records the dimension of every unit received at the fulfillment centers, packaging included, and will calculate your daily average volume of space used, measured in cubic feet. The cubic volume of units will be calculated based on unit dimensions including original packaging, since sellers are supposed to ship in the units packed and ready for sale. For example, if you ship in 20 units of one cubic foot, Amazon will record 20 cubic feet total. If the next day you sell 2 units, Amazon will record 18 cubic feet, as you sold 2 units, and you no longer use 20 cubic feet.

Storage Limits [FBA]

There's a six month and one-year storage limit on your FBA inventory. After these terms expire whatever inventory that remains will be assessed for a Long Term Storage Fee, which most sellers find is very expensive. The assessment dates are August 15th and February 15th. The rest of your inventory is unaffected by this, including replacement inventory for the same ASIN's, which will be charged normal monthly storage rates.

Tip: Sellers who have inventory that reaches a six month or one-year storage limit expiration date may need to have it removed or destroyed, or they'll have to pay long term storage fees ($11.25 per cubic foot for inventory over 6 months, and $22.50 per cubic food for inventory over 1 year).

Storage Space Monitor [FBA]

When you access your selling account and go to the Manage FBA Inventory page, you'll find the Storage Space Monitor. This feature displays the number of units you have on hand at different fulfillment centers plus any units added to inbound shipments. It's important to mention that this counts all units on hand at the fulfillment centers, regardless of the disposition of those units, (fulfillable, unfulfillable, reserved, etc...) Included also are inbound units you've added to shipments or shipping plans.

Tip: Delete any inbound inventory from unneeded shipping plans or shipments by cancelling those shipping plans or shipments. This reduces the volume of units for the inventory storage monitor.

Submission History [PER-CAT]

Changes in ASIN submission history can be tracked, including who made those changes and when they were made.

Tip: Most unwanted changes made to seller listings are accidentally made by Amazon Sellers themselves.

Subscription Refunds for Professional Seller Account [GEN]

If you signed up for a Professional Seller account and haven't used your account features for several months, listed or sold products, you may contact Seller Support to explain that you haven't used your account and request a refund of subscription fees. You may be eligible for several months of subscription fee refunds, for up to 6 months. It's important your account shows no activity that you used account features as a Professional Seller. If more than 3 months have passed, special authorization may be required for further refunds. Policies may change.

Tips:

  * When you get a refund of your subscription fees, you'll probably need to downgrade or close your account. You might also consider reactivating your account.

  * For payment disbursement, you'll still need to have a valid credit card and checking account registered with your Individual or Professional Seller account.

  * If you don't have a valid bank account, you need to request that your Seller account be completely closed and ask for a paper check to be sent to you.

Suppressed Listings [DEF]

Listings which are suppressed, but not blocked due to product restrictions, usually have quality alerts related to listing details (information) which need to be fixed. You may be able to edit and change product details yourself in your inventory (using Edit or Relist).

Tips:

  * Quality alerts indicate you need to fix listings that may be missing certain information details either by editing product details or through a feed.

  * If you can't fix a listing directly, you may need to fix it through a feed.

  * Don't try to fix or relist a blocked listing. This is usually restricted or suppressed, related to product or performance restrictions.

Suppressed Listings—what to fix [INV]

Your listings may be suppressed if:

  * The brand name is missing or doesn't match a brand name already registered for that product, which Amazon has on file.

  * The condition or condition note isn't acceptable or is incongruent (i.e. New-Open Box).

  * The bullet points or product description is missing or unacceptable. Your product description should not contain any URL, email address or telephone number, nor make any unproven claims.

  * Images for your products are missing or don't fulfill image requirements—image should fill 85 percent of available field, have a white background with a BCG of 255, and measure 500 pixels minimum, and up to 1,000 pixels on the longer side.

  * Other reasons may be flagged with quality alerts (yellow triangles with exclamation marks).

  * Listings may be suppressed for other reasons by Seller Support, including brand limitations.

Tip: You may be able to fix the listing yourself if it hasn't been suppressed or is gated.

Suppressed Products [GEN]

Products which have repeated customer complaints may be suppressed by Seller Performance and reviewed for any issue. These products may not be relisted until the review is completed and reinstatement is approved after determining there's no further cause for customer complaints.

Tip: It's not advisable to relist a product that has been suppressed unless approval is given to list it again.

Suspended Account [PER]

An account may be suspended for performance issues related to low performance metrics, or for more serious performance issues such as policy violations. It's important to direct immediate attention to the notifications you've received related to the account suspension. Then make and present a Plan of Action, which will correct or rectify all issues mentioned, and request reinstatement of your seller privileges.

Tips: See Request reinstatement of Seller Account privileges and Prepare your Plan of Action

Support Systems [GEN]

1)—Brand Registry E-mail support and telephone contact during application process

2)—Catalog Assistance E-mail and telephone support through transfer

3)—Category Approval Email support and telephone contact during application process

4)—FBA (Fulfilled by Amazon) Email and telephone support through transfer

5)—Feeds Email and telephone support through transfer

6)—Lending Program Financial Assistance—Selection through invitation and email support

7)—Seller Performance Notifications and email contact

8)—Seller Support Email and telephone support, transfers for Catalog Assistance, FBA, and Feeds

9)—Tax Assistance Notifications and limited email contact for sales tax or 1099 issues

10)—Transaction Issues Notifications and limited email contact through Seller Performance

Swatch [CAT]

This refers to an image pattern which is the variation of a product. It usually shows up in different patterns of a different patterns of a parent ASIN. An example of this might be one swatch pattern that shows a leopard print, or a swatch which shows a polka dot print.

Switcheroo [GEN]

This refers to when a customer returns a different product, which isn't the same as the original product sent. Products returned are often used, or different items or brands. Obviously this situation is unacceptable and will affect any decision you make. Sellers should report this abuse. See the option for "Report a Violation" and click the link provided to report this. Include the order number, a short explanation of what happened, and photo evidence if possible.

### Chapter 20 - T

_1099 Availability [TAX]_

Amazon will calculate and make a 1099 form available for your account if two conditions are met:

  * You've grossed more than $20,000 in total sales during the past tax period—12 months—for your account.

  * You have more than 200 transactions in your account for the same period.

Tip: The 1099 form will be available in your Tax Documents library and can be downloaded and printed as a PDF (Picture Document Format) file.

Taxes [TAX]

Taxes should be considered on two levels for amazon.com accounts. There are federal taxes which are usually related to the 1099 form that's submitted to the IRS, and there are state sales taxes, which may be collected for the state where your business has its legal domicile. Paying Federal and State taxes is your responsibility—not an automatic default option. You have a choice for how you want to set these up.

Taxes—1099 Form [TAX]

A 1099 form is used to present Internet income and other forms of income to the IRS.

Taxes—1099 Interview [TAX]

Amazon Professional Sellers must complete a tax interview which is related to 1099 Tax information. If you don't complete this interview, your seller privileges may be removed until you do so. 1099 information won't be provided to the IRS unless you usually fulfill two criteria: 200 or more transactions, plus more than $20,000 in income. The only exception to this is if you have more than one income source (i.e. another account) that in combination could fulfill the same criteria. You don't need to have a tax identification number or be a U.S. citizen to complete the tax interview.

Tip: Keep in mind that earned income must be reported and may be considered taxable by the IRS.

Taxes-Amazon Tax Collection Service [TAX]

If you must collect sales tax for a state where your business is legally registered, or has a legal domicile, Amazon offers tax a collection service that can be adapted to your requirements. Amazon calculates and collects the tax from customer orders within the state you've registered for collection, if you enable product tax codes for your inventory product listings. Once taxes are collected, Amazon provides the money in your payments, and reports what has been collected so you can make corresponding tax payments to the state.

Tax Exemption [TAX]

Some customers can apply for tax exempt status through Amazon's Tax Exemption Program and be exempt from paying taxes. Your customers are responsible, however, to inform you of their tax exempt status, so you can take it into account when processing their orders.

Tip: If a customer informs you afterwards, of tax exempt status, you also have the option of giving a partial refund after processing a sales order.

Tax Fees [TAX]

Amazon collects a 2.9% commission on sales taxes collected from your customers. The money customers pay for sales taxes will be recorded and given to you, so you can pay the state sales tax yourself.

Tax ID, Tax Identification Number [TAX]

Either you or your business should have a Tax Identification Number. You need this when you register for State or Federal income tax. You'll need a Social Security Number or Tax Identification Number (TIN) for federal income tax obligations. If you're a foreign resident, you can get a Tax Identification Number through the Internal Revenue Service (for the U.S) or the Canadian Revenue Service (for Canada).

Tax Identification Number for 1099 [TAX]

A Tax Identification Number is a code used by the IRS, like a social security number, to identify taxpayers or corporate entities. You may need to use either a TIN, EIN (Electronic Identification Number), or a Social Security Number for tax identification purposes, and provide this information in your tax interview when you're signing up for an account.

Tax Option for Individual Sellers?—no [TAX]

There's no option to collect sales taxes for Individual Sellers. If you require this option, you'll need to have a Professional Seller account.

Tip: If a sale is made to a customer within your State where your business is legally registered, you'll be required to remit the sales tax for the order to the state (where your business has its legal domicile). Individual sellers are still responsible for paying federal and state taxes.

Tax Registration Number (State) [TAX]

When you sign up for State tax collection service, you need to add your state's Tax Registration Number, which is your tax ID for the legal domicile of your business. Generally, you'll sign up for one or a few states where you have your business domicile (but not all of them).

Taxes-Remitting Tax Payments [GEN]

Amazon collects taxes from customers, then includes it in your payments, and reports this to you. It's up to you to remit the tax that has been paid to the state you're signed up for. In short, Amazon collects the tax money. You remit or pay this to the state(s) where your business is registered.

Text Tab Delimited File [FDS]

This is the file format used to save and upload a feed. First, you save an Excel file as a Text Tab Delimited file, then you upload that file into your account with the Upload Manager.

Tip: Normally, you first create and edit an Excel spreadsheet. Then change and save it as a Text Tab Delimited file so it can be uploaded as a Feeds file.

Text tab delimited file [DEF]

A text tab delimited file/ or flat file can be uploaded into your account (as a feed template) or it can be opened with Excel software in Excel format. This is a file option you can use to save an Excel file, or what you use to upload a feeds file into your account.

Tip: You can copy and paste file data onto a blank Excel spreadsheet (first cell, top left-hand side).

Third party issues [PER]

Using third party services can be convenient, but there are certain risks which should be taken into account. Third party services don't replace seller responsibilities. As the seller, you're ultimately responsible for all services related to your account, such as the carrier service, listings and feeds, software or other services. Amazon doesn't supply support for third party services.

Third party services [DEF]

Third party services are services people use outside of Amazon. These may be used in relation to Amazon products and services, to facilitate certain account management tasks. Keep in mind that Amazon isn't responsible for any issues related to using these services.

Third party services—a note of caution [GEN]

Although third party services might simplify your life and make it easier, keep in mind that any error in a third party system is your responsibility (since you chose it). Amazon isn't required to fix third party software issues.

Tips:

  * Contact your third party software provider for assistance if you need to fix or resolve any issue.

  * You can check with Amazon Seller Support to identify the problem or issue.

Time Delay [DEF]

A time delay is anything which affects or delays normal processing time. For example, if you're delayed and it takes you 3 days to process a shipment, instead of two, shipping delivery time would be affected by a time delay of one day.

Tip: A time delay has a ripple effect that affects the rest of a process and tends to make delays longer than expected.

Time for a disbursement settlement to appear in your bank account [GEN] [PAY]

After a payment settlement has been successfully disbursed, it takes 3 to 5 days for the money to appear in your bank account.

Time for a promotion to appear [GEN] [ADV]

It takes up to 4 hours for a promotion appear if your Seller Central account is working normally.

Time for you to process a shipment before you confirm it [GEN] [SHP]

One to two days, or a maximum processing time of 48 hours is allowed for shipment processing.

Tip: A shipment will be flagged as late if shipment processing is over due after 48 hours.

Time limit for customer returns [GEN] [CSV]

Allow customers up to 30 days from the delivery date to initiate returns. Customers should make a customer return request using the link given for them to do this from their customer accounts. For special cases, you may decide to allow more than 30 days for a return (but not less).

Time limit for customer FBA returns [FBA] [CSV]

Customers have up to 30 days from the date a return is requested to return products to fulfillment centers. After an item is returned it will be inspected and returned to FBA inventory if it's still salable, or it will be switched to unfulfillable inventory if it doesn't have an adequate condition to be sold again.

Tip: The time limit for FBA returns works somewhat differently than merchant fulfilled returns.

Time limit for feedback removal by a customer [GEN]

60 days from the time that the customer has left the feedback. A customer has up to 60 days to remove feedback. Otherwise, it will stay.

Time limit to leave feedback [GEN]

Up to 90 days from the delivery date of an order. Keep this in mind if you have a discussion with a customer. Generally, it's important to respond to any customer contacts, in order to negotiate more directly through your own customer service.

Time to process an initial Category Approval Application [GEN]

24 to 48 hours for the initial application review.

Tip: Keep in mind that the first stage of Category Approval, may be followed by a request for more specific information from you with an additional time range of several days.

Time to update your tax settings—72 hours.

It will take up to 72 hours for changes that you make to your tax settings to be applied.

Tip: make sure product tax codes are also enabled in your inventory.

Toxic [CAT] [HAZ] [RST]

Products which are toxic or hazardous for use could be restricted or prohibited. This includes environmental (EPA) considerations. Keep in mind that many products, which are considered hazardous, may also have shipping restrictions. See Hazmat—hazardous materials

Toy Gating During Holiday Season—no [CAT]

Toy listings for some sellers may temporarily become inactive during the holiday season. You may, still sell, however, if you use an FBA option to ship your toys. After a certain date in January, toy product listings for Merchant Fulfillment can be reactivated.

Trademark Issues [PER]

A trademark or brand may become an issue if a manufacturer wishes to restrict sales only to authorized sellers. This assumes that the manufacturer has a legally registered trademark or patent that gives an exclusive right for this. If there's an actual trademark infringement, Amazon may restrict sellers who aren't specifically authorized to sell certain products.

Tracking information [SHP]

A carrier will provide a tracking number, which tracks the movement of a shipment, from the time the carrier receives it, until it's delivered. This can be easily checked by you or your customers to follow their orders.

Tracking number [SHP]

This is the number provided by a carrier to track the progress of a shipment, from the moment it's received, to the moment it is delivered.

Tip: A tracking number should be provided when you confirm your shipment. This is useful for you, and necessary for your customers.

Types of Service [CSV]

There are a variety of services that are available to you and your customers.

  * Automated Services—Automated platform tools and resources are available to you and your customers.

  * Personal Services—Personalized support is provided to sellers by Amazon Seller Support (though phone and email). And Amazon Customer Service is provided to customers through phone support as well. In addition, you can provide personal support services to your customers. Your personal contact messages to customers are an example of this.

  * Self-Service—Self-service management can be handled directly by you or your customers. A return request is an example of customer self-service, and a return authorization RMA or an account upgrade, which you may initiate, are examples of seller self-service features.

### Chapter 21 - U

_UPC [DEF]_

A Universal Product Code (or UPC) is required for nearly all items that are listed in Amazon's product catalog. This UPC bar code is essential for listing most products using Add a Product. Unless you have an exemption, the product listing won't work without a UPC code. Amazon doesn't supply UPC codes to sellers. These must be found or purchased separately. External sources for these include sites such as GS1. UPC codes can be purchased for nominal costs, but these aren't sold by Amazon. In addition, keep in mind that separate UPC codes must be provided for each variation (a product difference—often called child variations). These denote product variations in size, color, shape, or other attributes. A UPC code is needed for each variation. What about UPC exemptions? The few that are left are gradually being eliminated, so it's best not to count on this as an option without first being sure if it's possible.

See this site to get UPC codes, GS1 http://www.gs1.org/

UPC Exemptions [GEN]

UPC exemptions are now no longer allowed for listing most products. Sellers are generally expected to provide an EAN, a UPC, or an ISBN for their listings.

Tips: Listing a product without a standard EAN, UPC, or ISBN cannot be done through the regular manual listing process. Listing items with UPC exemptions require special product identifiers called GCID's (Global Catalog Identifiers), usually uploaded with a feeds file, authorized by the Catalog Team.

Upgrade account to Professional [ACT] [GEN]

Go to Account Settings then select Edit Account Details. Choose the Professional Seller account option if you're an Individual Seller and want to upgrade to Professional Seller. Keep in mind that there will be a monthly subscription charge of $39.99. See features which follow.

Upgrade to Professional details [GEN]

You may want to upgrade from Individual to Professional Seller if you're selling more than 40 items per month, and/or if you want more features in your account such as working with feeds files, promotions, sales tax collection, shipping templates, or other categories, and you'd like to have direct telephone support. For any of these situations, being a Professional Seller will be worth a subscription of $39.99 per month, and may actually be more economical, effective, efficient, or profitable.

Tips: If you sell a hundred items as an Individual Seller, for example, you'd have to pay nearly $100 in closing fees. With a Professional Seller account there are no closing fees, and you'll pay $39.99 instead (this doesn't include, however, Amazon referral fees and shipping). You may save and make more as a Professional Seller than you can as an Individual Seller.

Unavailable balance [PAY]

An unavailable balance is a settlement payment that is temporarily put on hold. Money may be placed on hold if:

  * it's less than 14 days since an order was made for Individual Sellers.

  * there's a claim which has been made for product(s).

  * the account is under investigation or review.

  * the account is in staging or evaluation for a new service.

  * the account has been suspended.

Undeliverable Address [SHP]

If you discover that a shipping address is undeliverable, you'll need to inform the buyer and cancel the order unless you can communicate with the customer and confirm the address correctly.

Tips:

  * Try to contact and inform your customer first.

  * Otherwise, you'll need to cancel the pending order shipment and refund the order.

  * Your customer will need to update address information and then place a new order.

Undeliverable Order [ORD]

An order with an undeliverable shipping address cannot be delivered to your customer. You may cancel an order if you already know this, but at times you won't know an order is undeliverable until after the carrier has tried to deliver it.

Tips:

  * If you know in advance before you ship that an order is undeliverable, you can cancel the order and automatically refund the customer.

  * Another option is to contact your customer, if you can, and verify the correct address. Then ask the customer to update the address and place a new order.

Undelivered order or product shipment [ORD]

If a product isn't delivered or if a customer claims it hasn't been delivered—even if there's tracking information—your customer will probably request a refund. It's important that you consider the customer's claim. Even in light of evidence which seems to show the product has been delivered, there are times a product can be lost or taken by another person. Although providing a refund represents a loss for you, it may be necessary to consider giving that refund since the buyer may resort to making an A to Z claim, saying that the product was never received. If there's constant customer messaging from the start, which adds validity to the claim, Amazon may grant a refund to the customer which would be seller funded.

Tip: Consider giving a refund or negotiating some other solution (such as sending the customer another product) if that's a viable option, since an A to Z claim might end up having the same result.

Unexpected Charges [PAY]

Sellers are sometimes surprised by unexpected charges in their accounts which may appear for a number of different reasons. 1) Keep in mind there may be additional charges if you change your settings options. 2) FBA inventory has Low Season and High Season monthly storage fees. 3) There are long term storage fee charges which are quite high if inventory stays in FBA fulfillment Centers for more than 6 or 12 months. 4) Amazon fees are subject to changes or fee updates at any time. 5) Additional fees will be charged if you change from default Distributed Inventory Placement to Inventory Placement for inbound FBA shipments. 6) Upgrading to a Professional account will incur monthly subscription fees.

Unfulfillable [FBA] [DEF]

This term is used to designate the status of units that are received at Amazon Fulfillment Centers, but are flagged as not suitable for sale. Units can be given this status for several different reasons. Amazon classifies these units depending on the disposition in which they were received. This may also happen when buyers return products for any given reason. It can also happen when a carrier delivers units that arrived damaged. The following dispositions most frequently used for Amazon FBA unfulfillable inventory are: Customer Damaged, Defective, Carrier Damaged, Distributor Damaged, and Warehouse Damaged.

Unfulfillable inventory [FBA] [INV]

The most common types of unfulfillable inventory are: Customer damaged, Distributer damaged, Warehouse damaged, and Defective.

Unfulfillable inventory disposition [FBA]

Inventory may be unfulfillable if it's damaged, defective, or has expired.

  * Inventory may be classified as Customer damaged if a customer has returned and opened it. Amazon isn't responsible for reimbursement if the item is returned, and it should be removed by the seller or disposed of.

  * If inventory is warehouse damaged (or missing) Amazon will process reimbursement according to reimbursement policies See FBA Reimbursement Policies. Usually, this is automatic, although you should request reimbursement if it hasn't been processed.

  * If inventory is carrier damaged, Amazon will only reimburse for partner carrier shipments (which can be tracked and confirmed), but not other shipments if a different carrier was chosen.

  * Expired inventory that is unfulfillable should be removed or disposed of within 30 days.

Tips: Removal and disposal fees are:

  * Removal: $0.50 per standard sized unit; $0.60 per oversized unit. Units will be removed from inventory and returned to you.

  * Disposal: $0.15 per standard sized unit; $0.30 per oversized unit. Units will be disposed and removed from inventory.

Unified Account [GEN]

North American accounts have up to three options for Professional Sellers. These are .com for the United States, .ca for Canada, and .com.mx for Mexico. Individual Sellers have two options for the United States and Canada. See the drop down menu with the flag for each corresponding country and choose the drop down option you want for switching from one account marketplace to another.

Tips:

  * Be careful and make sure you're working with the account you intended. It's easy to switch sometimes without realizing it.

  * Subscription charges are only made for your main (domicile) seller account.

Unit Dimensions [FBA]

This refers to the size of the actual product, already packed and ready for sale. Normally this is: Height x Length x Width. Keep in mind that Amazon FBA will convert the unit dimensions into cubic feet in order to calculate Storage Space Fees.

Tips:

  * A standard sized product doesn't exceed product dimensions of 8 inches by 14 inches by 18 inches, and has a package weight that doesn't exceed 20 pounds.

  * An oversized unit is a product that equals or exceeds any of the above dimensions for height, width, length, or weight.

Unit Disposal [FBA] [INV]

Depending on the type of product and circumstance, you may want to consider having Amazon dispose of units instead of requesting a removal order. This is up to you. The fee to have units disposed of is $0.15 USD per unit for standard sized products, and $ 0.30 USD per unit for oversized products.

Unit Disposition [FBA] [INV]

This refers to the multiple dispositions an inventory unit can be subject to. Here are a few examples of the dispositions used by Amazon: Sellable, Unsellable, Defective, Customer Damaged, Carrier Damaged, Distributor Damaged, Reserved, Warehouse Damaged, and Missing/Lost in Warehouse.

Unit [FBA]

This is a common term used when referring to a single product item or unit of a specific product or SKU. It's also used for fees charged per product unit.

Untrue Feedback [PER]

Claiming feedback is untrue isn't a normal reason for feedback removal. So it isn't found as a reason for feedback removal if you wish to make a normal feedback removal request through Contact Seller Support. This is a special case consideration which must be handled by Seller Performance on a case by case basis.

Tip: Feedback removal should be requested by contacting Seller Support (by phone) if it misrepresents the truth in a way that would mislead other customers. It's important to provide clear evidence that shows this. Feedback won't be removed if there's any doubt about its veracity.

Upcoming Payment Schedule [PAY]

You can view the dates of your upcoming payments when you click Upcoming payments. This will show payments of funds in holding for the next upcoming payment dates (usually 2 or 3 of these).

Upload to your Seller Account platform [ACT] [GEN]

You can upload feeds templates to your account, to manage your inventory, listing details, prices, shipping settings, overrides, and product tax codes.

Tip: See Feed templates

Using and accessing User Permissions [GEN]

You can establish user permissions for people who use different features of your account. Go to Settings and then User Permissions, and choose the options you wish for your users or employees. If a user has problems with account access, Seller Central can send a password reset to a user's account to help the user regain access to the account. Sometimes employees leave or may abuse their accesss to an account. If any user leaves your company or abuses their permission, you can delete their access to the account.

User Permissions

User permissions can be assigned to people who are authorized to use your account. These include login authorizations for different email addresses with different passwords and access permissions for specified features of your seller account. You can edit, review or change, user permissions whenever you wish by going to Settings, then select and click User Permissions. Edit and change different sections for User Permissions as you wish.

Using hyperlinks [ACT] [GEN]

Using Hyperlinks can take you between different text locations either inside of or outside of an existing document. You may jump between passages that are linked internally within the same document, or you can link externally with other documents through Internet links that open your browser. Hyperlinks are useful in making documents more dynamic and interactive, and can be linked to useful or interesting information sources, help pages, audio and video links, or other relevant resources.

Tips:

  * Your Amazon Seller Account has useful help page and video hyperlinks you can use to learn more about managing your account.

  * Amazon has internal hyperlinks to help pages and videos related to your Amazon Seller Account. You need to be signed in to use them.

  * Amazon also has external public hyperlinks to help pages and videos related to your Amazon Seller Account. See Reference List for Links and Resources at the end of this book.

Using third party software [GEN]

Although third party software can be useful for managing an account, it may produce undesirable results such as unexpected orders (when inventory is unavailable) or other conflicts. When this happens, it must be corrected by the third party software provider.

### Chapter 22 - V

_Vacation messaging option [GEN]_

Amazon doesn't have an auto response for messaging in your settings. You can as an alternative, however, set up copy and paste responses you can select and modify for replying to buyer contacts. There's also a template option in your account that you can use to make responding to buyers easier.

Vacation Settings [GEN]

You may temporarily inactivate your listings while you are on vacation by going to your Settings, Account Info, Listings Status, and then click the Edit button and select Inactive. Your Merchant listings will be temporarily inactive and not appear for sale in the Amazon catalog while you're unavailable. When you return from vacation, you may go to Settings, Account Info, Listings Status, and click the Edit button. Then select Active. Your Merchant listings will be activated again for the Amazon catalog.

Vacation Settings with FBA [FBA]

Although you may temporarily inactivate your listings for sale that would affect sales orders for your Merchant fulfilled listings. FBA sales orders, however, can still be processed and shipped from Amazon Fulfillment centers. This can be done because the process is automated using inventory from Amazon Fulfillment centers and independent of Merchant fulfilled orders—which would be done by you.

Variation [CAT]

A variation is a set of product details based on a parent ASIN, which has common characteristics of a product, shared among different "children". The "parent" is the base product, and the "children" are variations of that product.

Tip: A certain brand T-shirt may have different size and/or color variations, or children. Three different sizes with 3 colors would have 9 variations.

Variation of a Product [DEF]

A variation usually represents a change/difference of a product attribute such as color, shape, or size. Each variation is considered another product in the Amazon catalog, and it has its own specific UPC and ASIN. The root ASIN of a variation is called a Parent.

Velocity Limit [ARM]

The velocity limit of an account refers to the expected sales volume performance for the account. If sales volume increases sharply, this may warrant an investigation or review, which may temporarily affect transactions of that account.

Violation [PER]

A violation may result in the suspension of your account if you abuse Amazon policies or don't respond to Performance Notifications.

Violations—other sellers [ARM]

Although you may report the violation of another seller, the results of an Amazon investigation are strictly confidential. For privacy reasons, Amazon won't reveal the results of an investigation, even if you've reported it. In the interest of general well-being for the Amazon community, Amazon doesn't take account suspensions lightly and won't suspend sellers without careful consideration except when there's evidence of gross policy violations or actions that violate platform operations.

### Chapter 23 - W

_Warehouse Damaged [FBA]_

This disposition is applied to units that are damaged while inside Amazon fulfillment centers. A Unit flagged as Warehouse Damaged is considered for an automatic reimbursement to your selling account, because Amazon takes responsibility for any unit damaged at one of its fulfillment centers. If you notice reimbursement hasn't taken place after 15 to 30 days, you can request to have the reimbursement processed and credited to your account. Reimbursements are normally tracked and credited automatically.

Ways to avoid negative feedback. [PER]

Good ways to avoid negative feedback are:

  * Make sure your items are in stock by maintaining minimum stock level(s).

  * Ship out on time (this is helped by your available inventory).

  * Provide accurate product details and include images. Don't put omissions in your condition notes.

  * Be sure customers receive products exactly as described/shown on the product detail page.

  * Respond to all messages within 24 hours. Be courteous, refer to the customer's needs, and respond in a way that's appropriate to the situation.

Tip: See Improving Your Feedback Rating

Weight Handling, Dimensional Weight [FBA] [ORD]

There's an alternate weight charge for large bulky objects called dimensional weight. This charge is calculated by multiplying the length, width and height of an object in inches. Then take the total volume and divide it by 166. This gives an equivalent for dimensional weight, which is used by carrier and postal services.

Dimensional Weight = (Length x Width x Height)/166.

Tips:

  * Keep in mind that weight charges may be different for bulky objects, which may be charged for dimensional weight. Check FBA Fees for more information.

  * If there's a doubt, multiply the length, width and height measurements and then divide by 166. A result which is higher than actual measured weight will be used as the dimensional weight charge.

Weight Handling Fee [FBA] [ORD]

The rates for the weight handling fee will vary depending on the product size tiers as well as the product classification: Media, Non-Media, Oversize and Zero Fee Fulfillment. Weight handling fee for Non-Media Products by product size tiers will vary according to selling seasons:

Tip: See help page information for examples of weight handling fees based on product tiers.

Will Amazon know if I do something in my account and then later change or delete it? [FAQ]

Yes. Amazon tracks what happens to listings and other changes made for all accounts, even if you delete or modify them. Amazon tracks what was done and who has done it. Even if you modify a price, raise or lower it, and then change it again—it's possible to trace the history of what's been done and when it happened.

What happens on the Amazon platform is everyone's responsibility [PER]

What happens on the Amazon platform depends upon you and everyone else. The platform is the stage of a complex multivariable system with millions of interactions.

What happens with your listing depends on how you've listed your product [CAT] [INV]

Listing performance, placement, and searchability depend on how you've categorized your product, how browse nodes have been set up—if listed through a feed, which key words you've used for search terms, what is the sales velocity and volume for your product, what viewing traffic you get from customers, and other factors (you might not take into account).

Tip: Amazon isn't responsible for how you've listed a product or how it will perform.

What is a violation? [FAQ]

A violation is an action that goes against Amazon policies or other legal regulations. Keep in mind that what you might think is a violation, and what Amazon policy states, is sometimes very different. For example, using URL's, email addresses, or telephone numbers in your account communications may seem perfectly normal for most circumstances, but this is a violation of Amazon policies. When other sellers are putting their own versions of a product along with your own listings, this may seem like a violation from your point of view, but it isn't according to Amazon policies. Feedback removal policies for Amazon may also be different than what you might expect.

What is the telephone number for Customer Service? [FAQ]

Numbers you can use for Customer Service are 1-866-266-2992 or 1-866-216-1072.

What is the telephone number for Seller Support? [FAQ]

Professional Sellers have direct telephone support, but there's no direct contact number. Request telephone support through your account by using the Contact Seller Support link at the bottom of your Seller Central account page. Choose the phone support option and you'll receive a call back to assist you.

Tips: If you're a Professional Seller, use the phone contact option from your account. Individual Sellers can use the email contact option.

What's the expected response time to reply to a message from one of my customers? [FAQ]

You should respond within 24 hours to a customer contact. Ideal response should be the same day, if possible.

What you don't get as an Individual Seller [GEN]

  * Brand Registry for your own special brand or product you manufacture is only available through application if you're a Professional Seller.

  * Category Approval for special or restricted categories is only available through an application process as a Professional Seller.

  * Control of listings—For most products you won't be able to control detail page listing information, or change information except for what's directly related to your own inventory, such as quantity and price. You can, however, match existing products or add certain items to the Amazon catalog as an Individual Seller.

  * Direct telephone support—Normal support for Individual Sellers is through email. Direct phone support is only available for Professional Sellers.

  * Feeds—File uploads of multiple listing information is only available to Professional Sellers. Products can be added to your inventory, one at a time, though Add a Product in Manage Inventory.

  * Free Shipping—No option exists to offer freeonly shipping or change shipping settings unless you're a Professional Merchant Seller.

  * More categories—Available categories for selling as an Individual Seller are limited. If you don't see available offerings, you may need to upgrade to become a Professional Seller or request category approval.

  * Shipping Settings—Shipping settings for Individual Sellers are already established. You don't have options to change shipping settings unless you're a Professional Seller.

  * Storefront—Individual sellers h do not ave a Storefront web page option.

  * Tax collection—You don't have an option to set up sales tax collection as an Individual Seller, even though you may be required to pay sales tax for products you sell in the state where your business is registered. To fulfill requirements, you'll need to calculate and pay any applicable sales tax yourself. Professional sellers have the option to choose this service if they wish to.

  * Zero closing fees—Every item you sell is charged a closing fee, whether you sell one item or many more items. There are no closing fees for Professional Sellers, although other fees still apply.

Tips:

  * Consider the options you need most to successfully manage your business.

  * Signing up as an Individual Seller is a worthwhile option while you're exploring and learning to use new features of your account. Later, you may choose to upgrade your account at any time when you are ready to use more features.

What you see is what you get [PER] [ORD] [CSV]

Whatever a buyer sees at the time an order is made, should be followed, even if it's a mistake. Otherwise, cancel the order, and contact the buyer to explain the reason for cancellation.

When can I access my Amazon web links? [FAQ]

You can access special Amazon links when you're signed into your Individual or Professional Seller account. These won't work unless you have a seller account. These links also match different types of accounts, so not all of them will work unless your account is configured for them.

Tip: Links given at the end of this book are public links that can be accessed by anyone.

When do I get paid? [FAQ]

A payment transaction will appear in your disbursement settlement when you confirm shipment of a product order you have sold. You won't see evidence of your payment otherwise, until the shipment is confirmed/delivered. Disbursements will be made according to the disbursement cycle and policy for your account.

Tips: The usual disbursement for an account is 14 days. Individual sellers need to wait 14 days from the date an order is confirmed, which is then processed in a settlement every 14 days.

When in doubt, talk with a specialist. [GEN]

Besides general seller support questions, you may get additional assistance by phone if you need it for special Catalog, FBA, and Feeds issues. Contact Seller Support and ask for help from one of these specialists.

When should you authorize a return? [FAQ]

A simple answer would be always. You should authorize a return if a customer requests it. You may refund the return according to general guidelines for returns and refunds.

Tips:

  * A customer can file an A to Z claim that you may lose if you don't authorize a return.

  * You don't need to give a refund until you receive the item returned.

When will I get paid? [FAQ] [PAY]

You receive credit for an order transaction when you confirm the shipment of your order. This will then be credited to your seller account. Disbursements of your payments are shown for each settlement period, which is generally every 14 days for Professional Seller Accounts. The money from the disbursement transaction should show up in your bank account in 3 to 5 days, after a disbursement has been made.

When will I see that an order sold is credited to my account? [FAQ] [ORD]

Initial credit for an order you sold will appear in your account as soon as you confirm shipment of that order.

Tip: Additional time may be required before money is transferred to your bank account (up to 14 days from when the order is placed, or the time between settlement periods). Allow 3 to 5 days for the disbursement transfer to appear in your bank account.

When you're part of the problem [PER]

If a problem occurs because of a decision you have made, the situation won't change unless you change your decision.

Tips: Changing your mind may help solve a problem, but this is emotionally difficult. It's hard to accept that we're sometimes responsible for problems.

Where's my money? [FAQ] [PAY]

You'll find everything you need to know about disbursements, payments, and transactions in the Reports section of your account. Go to Reports, Payments, and then see Transaction Statements to see your payment balance, which includes your income and expenses. If you click underscored amounts, you'll get new windows that provide breakdown details for subtotals.

Which promotion will work for FBA products? [ADV]

You can use or create a Money-off option with FBA products.

Tip: Free shipping or free product options won't work for FBA products.

Who offers telephone support at Amazon if I have a problem with my account? [FAQ] [GEN]

The Seller Support team at Amazon offers phone assistance to all Professional Sellers and, in some circumstances, to Individual Sellers as well. Seller Support associates may also transfer you to a specialist if you have a catalog, FBA, or Feed issue that requires additional assistance. Brand Registry, Category Approval or performance issues are not handled through phone support, although representatives from those departments may contact you if necessary.

Who is ultimately responsible for your account? [GEN]

You are. You're the person who chooses your products, creates inventory, makes decisions and must deal with all aspects of your account. You are responsible for the outcome of everything related to your account even when you ask for assistance from Amazon associates. Shifting the blame to something or someone else when there's a negative outcome for your account only puts off finding solutions for issues that need to be solved.

Who's to blame? [PER]

The key to solving most problems shouldn't be based on who's to blame, but instead should be focused on determining what the root cause of the problem is, and how it might be solved. This is important to recognize, since the source of a problem may have come from a decision you made yourself. Is it important whether you, or another person or entity made the mistake? It might be relevant, but the key for dealing effectively with a problem lies in looking for a viable solution, rather than looking for who's to blame.

Tip: This can be especially important for customer service at times, since the question of an order problem can become confused if it becomes a contest about who is "right".

Who you going to call? [FAQ] [GEN]

Contact Seller Support if you need assistance with your account. You won't be to call directly, but you can contact Seller Support through the account link Contact Seller Support at the bottom of your Seller Central Account page. If you have difficulties with accessing your account or getting to the Contact Seller Support link, contact Amazon Customer Service and ask them for a transfer to Seller Support.

Tip: Normally Seller Support makes contact with you directly, either by email or by phone.

Who owns the product detail pages? [FAQ] [GEN]

Detail pages in Amazon's catalog are owned by Amazon, even if you created them. You're welcome to submit listing information from your inventory to Amazon's product detail pages, but you don't own them, any more than you would own the page of a newspaper that might publish your "Letter to the Editor".

Why are my performance metrics still low if an A to Z claim was not granted to the buyer? [FAQ] [PER]

Even if an A to Z claim isn't granted, the claim is still a part of the Order Defect Rate and isn't deleted. The A to Z claim won't be charged, but metrics may still be affected.

Tip: Keep in mind that performance metrics are feedback for you only, and are meant to guide account management. Buyers won't see your metrics, as they see feedback or product reviews.

Why are my tax settings not working? [FAQ] [TAX]

  * First check Settings, Tax Settings to be sure you have set them up. If you see a 4 stage process which is pending, then you haven't completed tax settings yet. (Otherwise, you'll have the option to edit your tax settings)

  * Confirm your Tax Settings and Product Tax Code. Check to see if you have selected one or more states, tax options (State, City, County, District), and your state Tax Registration Number. Check also to see if you have set up a default product tax code (usually A_GEN-TAX). You'll need the product tax code to collect sales tax for your products.

  * Check your product listings. You'll need to apply a Default Product Tax Code or set up a Product Tax Code for each listing individually, or through a feeds template.

Tip: You need to set up your tax settings and apply a Product Tax Code to each of your listings to collect sales taxes.

Why aren't the images I uploaded for my listing appearing on the main detail page of Amazon's catalog for that listing? [FAQ] [CAT]

Images uploaded in Manage your Images for a listing won't display on the main detail page unless your listing has Buy Box detail page control. That control may be held by another seller who has the Buy Box, or by Amazon itself.

Why can't I call Seller Support? [FAQ] [GEN]

For management and security purposes, Seller Support contact is limited to Professional Sellers with a call back service. Direct seller initiated phone contact is not available. This also limits contacts, reduces hold time, and avoids collapsing the service.

Why can't I downgrade or close my Professional Seller account? [FAQ] [GEN]

Several factors may affect downgrading or closing a Professional Seller account. The most common of these has to do with whether or not you have another Amazon account. You won't be able to downgrade or close if you have a Webstore by Amazon (WBA), or a Checkout by Amazon (CBA) account, or if you're working with Product Ads. You must close one or all of these accounts first if you wish to have the option to downgrade or close your own account. Another reason you for this is if your account is on hold, pending an investigation. In that case, you'll need to wait until the hold status or investigation has finished. After the hold period, or other accounts closures are confirmed, you'll regain access to account options, or you may request closure of your account with the assistance of Seller Support.

Why did I get a policy violation notification when I only added a contact URL, phone number, or email address? [FAQ] [PER]

A policy violation notification may appear if email addresses, URL's or phone numbers are detected on your seller detail page(s) or in seller-customer communications. Using URLs, phone numbers, and email addresses are against stated policy in your Amazon seller agreement.

Tips:

  * The response of the system to this is an automated response.

  * It's advisable to remove any references to email addresses, telephone numbers and URL addresses that might appear on your listing pages or communications. Amazon is careful about this due to security and privacy issues.

Why does the detail page of my product listing show there are ten items, when I only added a quantity of one item to my inventory details? [FAQ] [INV]

You may have matched a bundled product, which may have the same product details, but a different number of items. Each ASIN and UPC is set up for a specific quantity of one or more items, which cannot be modified. Make sure that the quantity detail matches.

Tips:

  * You may need a new UPC and ASIN for a different quantity of items, for the product you want to list.

  * If you try to match an ASIN for a different quantity, customers will only see what's listed on the detail page, but not a different quantity if you put that in your inventory listing.

Why does my account not have the same features that other sellers have? [FAQ] [GEN]

Service agreements offer different levels of options, which are usually offered to Individual Sellers, Silver Marketplace or Merchant Sellers. Although you may choose between Individual and Professional options, other service options or features may be offered based on Amazon criteria and the performance of your business.

Why doesn't my bank account work? [FAQ] [PAY]

The bank account you register for your Amazon Seller account must be a valid checking account, which is enabled to accept ACH (automatic clearing house) transfers. A savings account won't work. All information including your account and routing numbers, holder name, and complete address must be exact and correctly provided. Misspelled names or incorrect numbers will register as invalid and must be corrected in order for disbursement transfers to be made. All payment disbursements require registering a valid bank account.

Why don't my shipping settings work? [FAQ] [SHP]

If you have an order that has different shipping fees than what you set up in your shipping settings, there's another factor that may produce this, depending on the type of account you have. Shipping settings are generally fixed or self-service. Sellers are responsible for making sure these work as intended.

There are a few reasons why shipping fees may be different from your regular shipping settings:

  * If you have a Merchant@ account, you may have set up shipping overrides for different shipping fees. Sometimes sellers change shipping fees by mistake.

  * If you have a Marketplace account shipping settings may be changed in the offer tab of your inventory. Sellers occasionally may make mistakes with this option as well.

  * Media BVD products have fixed shipping settings (For example, you may get international orders, even if you didn't select an international shipping option for your regular settings).

Why don't my tax settings work? [FAQ] [TAX]

Here's a checklist to consider when you check tax settings:

  * Did you add a general default product tax code? You'll find this option to the left before the listing of states for tax conditions. The most common choice from the drop down box is A_GEN_TAX.

  * Did you check off the right boxes next to the state you chose? When you select a state you will see options for State, City, County, and District. These are often overlooked, but should be selected if taxes are applied based on zip codes. (Don't choose a custom tax rate, by the way, since this will override anything else you choose).

  * Did you put in your (correct) State Registration Number? This is your tax registration for your business domicile in your state.

  * Did you choose/not to tax shipping and handling charges?

  * Did you choose/not to tax gift wrapping charges?

  * Did you confirm that you understood all documentation and filled out your information completely, honestly, and correctly?

  * Did you know you're paying a commission to Amazon? (2.9% fee based on the tax)

  * Did you make final submission and receive confirmation?

  * Have you checked to confirm that there are also product tax codes in your inventory? Without these, your products may not be taxed.

If you've done everything mentioned above, you probably wouldn't be reading this.

Seriously, if you've done everything correctly, your tax settings will probably work.

Where will the links I click from this book work? [FAQ] [GEN]

The external links provided at the end of this book are public Amazon hyperlinks. Internal Amazon help page links will only work if you're logged into Seller Central. Keep in mind that some of the Professional Seller links won't work for Individual or Marketplace Sellers, since these are related to different account options. Most links will work if you're signed into your account.

Why don't you close/suspend that other seller's account? [FAQ] [PER]

When another seller affects your business, of course you don't appreciate it. You may want Amazon to take action against that seller without considering how other related consequences could affect you as well. When you expect Amazon to take action, you might not consider this from another perspective. Would you like Amazon to suspend or close your account immediately based on the complaints of buyers or another seller?

Tip: Amazon may close and suspend seller accounts when violations are detected and verified, but this isn't common, nor does it serve everyone's interests if large numbers of accounts are shut down without careful and thorough investigation. Besides this, consider that the Amazon platform is an online community and a business, not a police force. Amazon acts when it's clearly necessary, although response may be delayed or different than what you or others might expect.

Why is everybody always picking on me? [FAQ] [PER]

Besides the Charlie (Harper) Brown pun of this line, you may feel at times that problems are conspiring against you. Keep in mind that what we observe is often based more on perceptions, than factual conclusions. If you face complaints from Amazon, your buyers, or other sellers, it may seem that circumstances are intentionally interconnected. This is unlikely, although you may sometimes notice causal relations when you're managing your account.

Will Amazon remove feedback for a customer? [FAQ] [CSV]

Usually not. The customer should remove feedback, not Amazon, even if the customer agrees to this. The customer has the option to do remove feedback from his/her own account. Instructions for customer feedback removal can be found in the link for Using the Feedback Manager.

Tips: If a customer makes a special request through messaging to you or through Amazon for their own feedback removal, this may be considered a special request, and Amazon might remove it. This isn't guaranteed, however, and sellers shouldn't count on this as a possibility for removal. Normally, only customers may add or remove their own feedback.

Worst Case Scenario [PER]

Although you may be prepared to respond to most contacts, you should consider in advance how to handle difficult cases for worst-case scenarios.

Would you accept an offer for $100 if you knew it would ruin your day? [FAQ] [PER]

Of course not. Sometimes we let small things affect us disproportionally, which can ruin the positive attitude we need to conduct business successfully.

Tips: Although it's important to pay attention to details, don't let small losses make you lose sight of the bigger picture. You sell more effectively with confidence, even if you occasionally lose on some sales.

### Chapter 24 - X

_XX Refund—Double refund [PAY]_

A buyer can be refunded more than once. This doesn't usually equate, however, to twice the sales price. If a buyer is partially refunded and negotiates with a seller, an arrangement can be made to refund additional money. The same applies to the application of a discount. You can offer to return (or discount) a certain amount of money in the form of a partial refund to a customer.

Tip: You can choose to refund more to a seller if you want to, but be careful not to make a double refund unless you want to, because you can't take it back.

XXX Feedbacks—Multiple Feedbacks [PER]

A buyer can leave multiple feedbacks if that buyer places several orders with you. If a buyer places an order that you're forced to cancel, the buyer can still place feedback for the cancelled order (and could place the order again, with subsequent feedback).

### Chapter 25 - Y

_Yellow [DEF]_

Caution—a sign of warning. Usually this signals that a situation could escalate or become worse if you don't pay attention or ignore it.

Yellow Alert [NTF]

A yellow alert in your account signals something that needs attention. In most cases, you'll see a yellow alert with an exclamation point in a yellow colored triangle. Yellow alerts may appear for performance issues, late shipments, order defects, customer claims, response delays, multiple negative feedbacks, blocked or removed listings, or other issues. This indicates something you should notice, and may need to fix.

You have nothing to lose if you try again. [PER] [ACT]

Should you make an updated Plan of Action? You might have everything to lose if you don't. If it's all or nothing, then go for it. Other than the effort, you don't lose anything if you try again.

### Chapter 26 - Z

_Zero [PAY]_

Your account balance must be zero (neither positive or negative) if you wish to close your account. If it's positive, Amazon owes you money and this should disbursed to your account. If it's negative, you owe money to Amazon which will be charged to your credit card. So if your credit card expires or is otherwise invalid, you won't be able to close your account. You may be able to downgrade your account from Professional to Individual instead, and your account will be effectively inactive if you deactivate your listings.

The goal for clossing an account is to have an account balance of zero. Along with this, you should have no inventory, no pending orders, and no pending issues.

Zero Fee Fulfillment [FBA]

When standard-size units have a selling price higher than $300 USD per unit, the product will qualify for Zero Fee Fulfillment, which means there will be no order handling fee, pick and pack fee, or weight handling fee. Oversized units and Multi-channel orders are not eligible for Zero Fee fulfillment. Be careful and check, however, since this disposition may change.

Zero fixed closing fees [PAY]

Professional sellers don't have to pay the closing fees that Individual Sellers need to pay for $.99 per unit. A professional account has a monthly subscription fee instead, and can sell unlimited number of products without closing fees.

Tip: A Professional account is a more economical option if you're selling more than 40 items per month because there are no fixed closing fees.

Zero Stock Quantity [INV]

An inventory quantity of zero is equivalent to unavailable inventory. A stock quantity of zero means that your listing may appear in Amazon's online catalog, but it won't be available for sale until you add a stock quantity again to your inventory.

Zilch [DEF]

Nothing. This may be what you may get when you ship an order on your own as Merchant Fulfilled, and the order is lost, or if you authorize a return refund request and then process a refund for that order before you receive the product that was supposed to be returned.

### Afterword

I hope you've been able to use entries from this book to deal with issues for your account. Online sales can be incredibly competitive. Sellers need an edge to improve overall performance.

See links and resources online for Amazon help pages. Keep in mind that Amazon's platform is constantly changing. The information given in this publication may change at any time, so check for notifications and seller account updates.

Please share about this book with others if it was helpful or interesting. Word of mouth is still an effective and believable form of marketing. If you have a comment or suggestion, it would be helpful to write a review to give feedback, or discuss it in a forum.

Try exploring other websites and links that deal with online selling and marketing. There's a lot more out there. Beware of the get-rich-quick schemes and watch out for expensive courseware and instructional materials. No one can build a sales account without experience. So be patient and find what works best, once you've mastered your online account.

### About the Author

Amy Awol has worked extensively with computers and people who use them for communication and commerce.

She's convinced that the Internet has tremendous potential for connecting people globally. This digital revolution has affected how people work and think everywhere. That is what her passion and ideals are about.

Amy enjoys good food, friendships, music, travel, and literature.

Resources listed for Amazon are publically available online

### Thanks for Reading

Thanks for reading through this book. I hope you found something useful and worthwhile. It's important to understand the Amazon platform as well as possible in order to take advantage of it.

If you think what you've read is valuable, please leave a review or share about your experience with others. Criticism and other thoughts are welcome for feedback. It's what helps us improve.

Once again, thank you for helping to make the global marketplace what it is today.

Amy

### Other Publications by the Author

_How to Become Anonymous, Secure, and Free Online_

https://www.smashwords.com/books/view/888198

See other articles by the author on Scribd

 https://es.scribd.com/document/378071389/Aquafaba-Egg-Replacement-The-good-bad-and-ugly

 https://es.scribd.com/document/378230657/Does-Facebook-Really-Care-About-Internet-Privacy

https://es.scribd.com/author/419663392/Amy-Awol/books-authored
