Amazon Enhances Seller Support with Expanded Live Chat and Upcoming Q&A Sessions
- The live chat feature has been expanded to accommodate more stores and a broader range of issues, offering real-time assistance in multiple languages. This update, driven by seller feedback, aims to expedite issue resolution. Additionally, Amazon plans to introduce an ‘Ask Amazon’ live Q&A session in the forums, providing direct communication with the Selling Partner Support team. We’ll discuss the implications of these changes for our marketplace strategies.
Amazon Introduces A/B Testing for Brand Story Content with ‘Manage Your Experiments’ Tool
- Registered brands on Amazon now have the capability to conduct A/B tests on their Brand Story content via the ‘Manage Your Experiments’ feature. This innovation allows brands to fine-tune and optimize their narrative, enhancing cross-selling opportunities and potentially boosting sales and repeat purchases. The Brand Story feature, located under the ‘From the Brand’ section on product detail pages, offers a dynamic way to engage customers through carousel displays, image and text cards, and product links. Brands are encouraged to leverage this during peak sales periods and holidays for promoting products, driving traffic, and highlighting new launches. Additionally, a bulk upload feature simplifies content implementation across product catalogs. Resources such as the ‘A+ Brand Story Start Guide‘ and eligibility details are available on the ‘Manage Your Experiments‘ section on Amazon’s platform.
Amazon’s Fit Insights Tool: Minimizing Apparel and Shoe Returns
- Amazon has introduced the Fit Insights tool, designed specifically for apparel and shoe brands to access vital fit-specific insights. This tool aims to align product sizing with customer expectations and reduce return rates. Utilizing AI and machine learning, Fit Insights evaluates returns data, size charts, and customer feedback regarding fit, quality, and price, providing actionable recommendations for enhancing size charts and product listings. Key features include categorization of products based on return health, benchmark comparisons against similar low-return products, a summary of customer feedback, and detailed analysis of size charts with improvement suggestions. This tool is exclusive to apparel and shoe brands registered with Amazon Brand Registry and having a minimum of 100 units sold in the past year. Brands can access Fit Insights through Seller Central for more detailed information and guidance.
Amazon Bans Sale of Water Beads for Children Effective December
- As of December 22, 2023, Amazon will prohibit the sale of water beads intended for children in its US and Canada stores due to significant safety risks if ingested. Water beads, known for their super-absorbent properties and varied sizes and colors, are often used for plant and animal hydration, but have also been marketed as toys and educational tools. Sellers are advised to remove listings that associate water beads with children, including any references to children in the product description or imagery, or indications of use as a toy or for arts and crafts. Amazon will actively remove listings that violate these guidelines. Sellers who believe their products have been mistakenly removed can appeal by emailing [email protected] with detailed information and evidence supporting their case. Further details can be found under Amazon’s “Water beads” information section.
Multilingual Video Uploads Now Available on Amazon Detail Pages
- Starting December 12, 2023, Amazon sellers can enhance their product detail pages by uploading videos in multiple languages. This feature aims to boost sales, reduce returns, and improve the overall customer experience by providing buyers with the option to view product-related videos in various languages. This helps in better understanding, setting up, or troubleshooting products. Sellers can upload these multilingual videos through Seller Central by selecting a language supported in their store. The process can be initiated under the ‘Upload and manage your videos’ section in the Catalog. For more information, sellers are encouraged to visit the ‘Manage product videos FAQ’ page. It’s important to note that until January 15, 2024, some videos uploaded in alternate languages may not be displayed on the detail pages due to ongoing experiments to enhance customer experience. During this period, creating a selling partner support case for this issue is not necessary.
Amazon Expands Grocery Delivery and Pickup Services to Non-Prime Users Nationwide
- Amazon is broadening its grocery services, now offering delivery and pickup through Amazon Fresh and soon Whole Foods, to non-Prime members across the U.S. This expansion, building on a successful summer pilot, marks a shift from Prime-exclusive perks to engaging a wider customer base. Non-Prime users will incur delivery fees, while Prime members enjoy discounts and free delivery on larger orders. Alongside, Amazon is revamping its Fresh stores with enhanced features and store designs to boost appeal and customer satisfaction. This move is part of Amazon’s strategy to strengthen its foothold in the grocery sector, both in-store and online.
Amazon Faces Class Action Lawsuit Over Refund Issues for Returned Products
- Amazon is currently involved in a class action lawsuit, filed in federal court in Seattle, alleging that the company failed to issue refunds for products that were returned properly and within the stipulated time. This lawsuit accuses Amazon of engaging in a systematic scheme that deceives customers through unfair trade practices, specifically in relation to its online marketplace returns. The plaintiff, Holly Jones Clark from Kentucky, represented by Borde Law PLLC and TheGrantLawFirm, claims she did not receive a refund for a cancelled order. The suit highlights similar grievances shared by other customers on various online platforms, including Reddit. This legal challenge emerges amidst other lawsuits against Amazon over its return policies and the FTC’s antitrust complaint, underscoring issues related to Amazon’s customer service practices, despite the company’s reputation for easy and free online returns. Recently, Amazon has started charging for some returns and introduced a feature to flag products that are frequently returned. Amazon has not commented on the lawsuit.
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