AmazonUpdated a year ago
TABLE OF CONTENTS
- Amazon - AU
- General Information
- Customer Contact
- Returns
- Replacements
- Refunds
- General Information
- Amazon - UK
- General Information
- Customer Contact
- Returns
- Replacements
- Refunds
- General Information
Amazon - AU
General Information
- Website URL:
- Credentials: E.g. Teams ID name of credentials in TeamsID
- Shipping Method: E.g. Regular method through DEAR
- Order information: E.g. Electronic Cart
Customer Contact
- E.g. Through Marketplace platform.
- Marketplace may generate tickets so remind them to close the tickets once they've responded in the party
Returns
E.g. Can't send RPL form so have to use this method
- If necessary list method here step by step
- Also include how to communicate with customer/marketplace throughout if required
- Include relevant screenshots to help people locate this information
Replacements
E.g. Can't send RPL form so have to use this method
- If necessary list method here step by step
- Also include how to communicate with customer/marketplace throughout if required
- Include relevant screenshots to help people locate this information
Refunds
E.g. Can't send RPL form so have to use this method
- If necessary list method here step by step
- Also include how to communicate with customer/marketplace throughout if required
- Include relevant screenshots to help people locate this information
Amazon - UK
General Information
- Website URL: https://sellercentral.amazon.com.au/
- Credentials: All in TEAMS ID - Will need either an authenticator app or office phone in Perth to add code to log in too
- Shipping Method: Amazon ship the orders either with themselves or Royal Mail, nothing needs to be done in DEAR for UK orders
- Order information: Shopify / Amazon / Monday
Delivery Information - THERE IS MORE DELIVERY INFORMATION AVAILABLE ON AMAZON - GO TO ORDERS - MANAGE ORDERS -TYPE IN ORDER NMUBER WITH # IN FRONT - CLICK ON ORDER NUMBER - CLICK ON DELIVERY - THERE WILL BE ABIT MORE INFORMATION AVAILABLE AND IT WILL ALSO STATE UNDER ORDER NAME EXPECTANT SHIP DATE AND EXPECTED DELIVERY.
Customer Contact
- Phone or Ticket
Returns
Can't send RPL form so have to use this method
- Need a reason for return along with a photo
- If the return is within 30 days and not been used can receive full refund
- If return within 30 days been used 20% taken off refund
- If outside of 30 days used or not 20% taken off
- Can not send a pre paid label, if device is faulty or an error our side ask for proof of postage receipt and we can refund the cost.
- Labels need to be downloaded from Amazon - Go to Amazon and next to eshopping group go down to United Kingdom - Go to orders - Manage Orders - Type in order number with # in front - Click on the Order number - Go across to returns - Click the quantity and item being returned and reason - Click submit return - Then click on download labels - It will take you to another screen - Download and save labels under order number - ATTACH TO CX EMAIL.
- Have to receive tracking from cx in order to keep an eye on return - Amazon either take too long to process returns or not at all. You will have to manually check, Once the tracking shows as delivered I usually wait 2-3 days then either refund or replace.
- Tracking ending in GB is with Royal Mail, anything else not sure of let me know or try parcelmonitor.com as shows most companies tracking.
- Fill out form on Monday
Replacements
E.g. Can't send RPL form so have to use this method
- Need a picture of order received
- Do steps in Returns
- Once received back we can then replace or exchange.
- Go to original Order in Shopify - Duplicate Order - Edit order to replaced/exchanged item - In discount add 100% and the reason ( Replacement/Exchange for order DPUK1234) - Mark as paid - Confirmation will be sent to cx and tracking once shipped
- Fill out form on Monday
Refunds
- Find out the reason for return and get a photo showing everything they want to send back
- See if its within the 30 days and condition as could be 20% taken off refund.
- Follow Returns step 6 + 7
- Once received refund through Shopify and send an email to cx stating this has been done
- Always fill out on Monday