Seller Central

Why does Amazon want a Plan of Action?

January 6, 2021 Leave a Comment

Reactive vs. Proactive

By: Lauren Barbera

Humans, are fallible, and the systems we build are also fallible. It is inevitable that a blip in our operations or policy adherence will happen because we are human.

When this blip happens, it can feel like Amazon engages in a parental-style finger-wag of shame as they ask sellers to provide a Plan of Action (POA). This stings, especially when it feels like the error was caused by something out of our control. Writing these POA’s can also be stressful and time consuming, which can be an added frustration when you feel this time could be better spent running other aspects of your business.

I can hear you thinking “But we fixed the blip as fast as the blip could be fixed! How could I have known there was an imminent blip?!”

Is Amazon asking for us to divine the future before it happens?

The answer is both yes and no.

Amazon fully understands that problems will occasionally arise that impact operations. The recent AWS outage is a great example.

However, if it is any consolation, Amazon forces its own internal teams to provide Plans of Action when they’re responsible for a problem impacting operations. They call them “Post-Mortem COE” (Correction of Errors). They hold their own feet to the fire as much as they do so with sellers.

The long and short of it is

Amazon knows, down to an approximate dollar amount, how much service and policy failures cost them in terms of current and future buyer behavior. Buyers don’t know you’ve fixed the blip, and they don’t care. All they are concerned with is that the widget they ordered did not arrive, was late, different than expected, in a lesser condition than expected, or they suspect the widget is inauthentic.

Amazon has been able to quantify all of those experiences in terms of dollars spent after the ‘Widget blip event’.

So, Amazon has decided they do not want buyers to HAVE ‘widget blip events’. Amazon wants the buyer to receive the widget they ordered on time, exactly matching the product detail page, and in the condition advertised.

THIS is why Plans of Action are required. Amazon KNOWS people are fallible. They want to know what, to the best of your abilities, you can do to give yourself the most robust safety nets possible to avoid future WBE altogether. Can people avoid car accidents that are entirely all together not their fault? Unlikely. However, if that accident was the cause of your not being able to get packages out the door on time, Amazon wants to know that you have a backup plan for when things happen that are genuinely outside of your control. Simply crying, “but the widgets were shipped eventually!” doesn’t tell Amazon what you will do to prevent future late orders in the event of emergency.

Resolving the root of the widget blip that caused Amazon’s enforcement is only step 1. To be fully proactive, Amazon also wants to know that you have already done the work to prevent a poor buyer experience caused by future blips even before they ask for a Plan of Action.

In short

An ounce of blip prevention (so as not to repeat the same events in the future) is worth a pound of POA avoidance going forward.

Do you need help providing an Plan of Action? Contact us at Riverbend, we are happy to help! (877)289-1017

Lauren helps clients find real-world, scalable solutions to their problems and translates them through the Amazon lens. Lauren worked for Amazon for nearly 12 years, first in Seller Performance Operations, then on the business teams managing Seller Performance programs. She tirelessly worked to address authenticity, fraud, money laundering, and condition, all while providing front-line support to Amazon executives via high-level escalations. If you ask, Lauren WILL sing karaoke duets with you.

Five top fintech solutions for Amazon Sellers

January 5, 2021 Leave a Comment

By Victoria Sullivan

Thanks to the rise in financial technology over the last 10+ years, consumers and businesses alike can shop online, instantly transfer money, deposit checks via mobile, and so much more. Designed to streamline traditional financial services, “fintech” companies give users faster and more flexible alternatives to things like banking, currency exchange, even financing.

In eCommerce specifically, fintech solutions have made it possible for Amazon and other sellers to scale faster, save and make more money. To give your Amazon business this kind of advantage, consider these top five fintech options:

1. Online Banking

Small and online businesses need a banking provider that offers transparency and flexibility. This means no hidden fees, no minimum balance requirements, and no transaction limits.

Traditionally, banks offer business banking services that ultimately come at a cost. From monthly maintenance and other unexpected fees, balance and transaction requirements, and little to no APY. This is largely because trad

itional banks have a lot of infrastructure, overhead, and manual processes to deal with. All of which is costly for them.

But traditional banks aren’t your only option. Online business banks like Rho and Azlo offer transpar

ent and flexible banking solutions, with little to no fees, no balance or transaction requirements, and high APY. Ultimately, your hard-earned profits will work harder for you in an online bank account.

2. Currency Conversion

If you sell globally, you’re no stranger to currency exchange rates and fees for international money transfers. In fact, traditional currency exchange companies charge fees as high as 3%. That’s before the actual exchange rate comes into play.

Fortunately, companies like OFX allow you to run an international eCommerce business with little cost and more protection against market fluctuations. With OFX specifically, you can avoid international transfer fees and exchange rate unpredictability altogether. For example, they’ll help you set up a local bank account in the country(ies) where you do business overseas, and let you secure an exchange rate for a certain period of time.

3. Daily Cash Payouts with Payability Instant Access

As you’re likely very familiar, Amazon’s payout schedule can cause cash flow hurdles. After all, having your income tied up for two weeks or longer limits your ability to re-invest in inventory or take advantage of other opportunities to boost sales.

But what if you could get your Amazon income in real time? While Amazon won’t be changing its payout schedule anytime soon, you can get your payouts the next day, every day with Payability’s Instant Access. All you have to do is fill out a quick 10-minute application, connect your Amazon account and, if approved, start getting real-time payouts within one business day. There are no credit checks as approval is based on account health and sales performance. Instant Access is also available on Walmart, Newegg, and other marketplaces that pay on delayed terms.

4. Capital Advance with Payability Instant Advance

Sometimes, you might need to make an investment in bulk inventory, a marketing campaign, or other large expense. Rather than dip into whatever savings you might have or try getting a loan, opt instead for Payability’s Instant Advance.

With Instant Advance, you can get up to $250,000 as soon as tomorrow based on your Amazon and eCommerce sales. Similar to Instant Access, the application process is simple and requires no credit checks. Instant Advance is available on Amazon, Shopify, and other eCommerce channels. It works great either alongside or in the place of Shopify Capital, Amazon Lending, or other financing solutions you may already have in place.

To get started, learn more about Payability’s Instant Access and Instant Advance.

5. Bookkeeping Software

If you’re looking for ways to streamline accounting and take control of your expenses, then online bookkeeping software can help. Generally speaking, it’s more cost-effective than using an accountant and more seamless than manually managing your books. But that’s not all.

Because many cloud-based accounting programs have mobile apps, you can access your books anywhere and anytime. Plus, you can get more accurate and real-time reporting on your financials, allowing you to spot trends, forecast with confidence, and more.

At the end of the day, fintech solutions can help you simplify and strengthen your financials — whether it’s with an online bank account that saves and makes you money, currency conversion services that don’t eat at your profits, cash flow solutions specifically designed for you, or software to help you optimize your books.

Riverbend Consulting would like to thank Victoria Sullivan, Marketing Manager at Payability for this guest post. If you have questions about fintech solutions for Amazon sellers or other eCommerce businesses, we are happy to help.

Amazon is requesting an invoice, what do you do now?

December 21, 2020 Leave a Comment

Amazon ASIN reinstatement through invoices

By: Kayleigh Cockerill

Experienced Amazon sellers know when a buyer makes inauthentic or condition complaints. Amazon wants more than a quality Plan of Action – they want an invoice.

Invoices and the information on them help Amazon determine if you have quality and authentic sourcing. It is important not to take these request lightly.

Amazon requested invoices for your inventory, now what?

Before submitting your invoices, take some time to ensure you are meeting Amazon’s standards or you will waste your first review. Which leads to longer reinstatement times, which then impacts your bottom line – money!

The invoice displays: company name and matches the legal entity registered in Seller Central
All supplier information is available including their name, address, phone number, and website. Amazon will use this information to contact your supplier so take a few minutes to verify the information is current.
In the last 365 days if an invoice was issued and the quantity purchased represents those sales, yet Amazon can’t account for those sales, your ASIN won’t be reinstated.

DO NOT ALTER YOUR INVOICES

I REPEAT, DO NOT MANUFACTURE OR CHANGE THE INFORMATION ON YOUR INVOICES.

Even if you want to make a seemingly innocent change, like rewriting unclear text or changing the balance due, do not do it.

If Amazon suspects you have altered your invoices, they will suspend your account. This type of deception is extremely difficult to overcome, even if you have good reason. Doing this potentially can label you as forgers.

Amazon doesn’t like dishonest sellers. If you’ve lost invoices or the information is unclear, call the suppliers and ask for reprints.

Amazon will however allow you to black out pricing information and highlight your ASIN/line item. That is the ONLY alteration that can be made.

Tips:

Keep invoices in a central depository so you know where to find them when the time comes.
Invest in software that will help you organize invoices by ASIN and date.
Do not sell inventory on Amazon if you don’t have invoices to back sales.
If invoices are not itemized because you buy in bulk or because you are sourcing from a supplier who sells the item by category and not a unique product code, don’t expect Amazon to accept them. If they can’t match the product to the listing, your ASIN won’t be reinstated
Amazon does not accept commercial invoices, bills of landings, or packing slips in lieu of an invoice.
Amazon is unlikely to accept Proforma invoices. Proforma invoices don’t prove that a transaction was completed. That kind of invoice is essentially a quote. Supposing that is all you have, call the supplier and request an updated invoice that shows the transaction was completed. It will also have a zero balance.
Amazon does not like long form receipts and retail arbitrage. This kind of receipt is hard to read and even harder to verify.

If you have submitted your invoices multiple times and you continue to get the same vague response, Riverbend can help!

Send us an email or give us a call! (877) 289-1017

Kayleigh relentlessly fights for clients with suspended Amazon accounts. With a degree is in Criminology and Criminal Justice, Kayleigh is inquisitive, process-oriented and pays close attention to detail. When she isn’t being a superhero to Amazon sellers, she enjoys crafting, reading, baking, taking voice lessons or participating in races and obstacle courses.

FBA basics are key to keeping a tidy account for inventory.

December 21, 2020 Leave a Comment

FBA basics that can save you thousands of dollars

By: Emanuela Elias

While it is exciting and exhilarating to be part of this global marketplace, Amazon is such an expansive operation that it is critical to be organized with your inventory and shipments.

While you may start out strong, over time and the busier you get, the less thorough you may become.

What you can control, do.

There is no need to ship your inventory to Amazon and just hope for the best. You can’t control what happens on the way or at the warehouse, but you can control your record keeping as well as how you package your items from the beginning.

Do not skip any of the labels. Each box, pallet and master carton needs its own label. If your boxes and cartons get separated from the shipments, the label will help them find their way back into your inventory. Amazon will almost always default to not searching for or reimbursing you if you did not follow proper labeling guidelines.

What you can control in the FBA process is keeping a tidy account of everything you send in and everything that goes out. When the inevitable happens, (your inventory goes missing), these additional steps will help your case in the reimbursement process for your missing inventory.

Keep your paperwork super organized. From original invoices, tracking numbers and proof of deliveries, to signed bills of ladings, make sure to keep an organized digital file of each shipment. When something goes missing, Amazon will want proof you sent the inventory to them.
Keep an account of your inventory. Know the quantity you ship in, what you sell, and what you should still have in your inventory. When you are a small operation, you may do this manually though it may be time consuming. As you grow, inventory management software could do the trick. Using a system to keep track of inventory will help to know when you are missing items. When you notice, and can prove discrepancies, this give you the best chance to be reimbursed.

In conclusion

Setting these labeling and record keeping habits early on will save you much frustration when you have to open a case for missing inventory. Never assume Amazon will just take care of it even when using their shipment labels.

Be diligent and organized to maximize your experience and profitability on Amazon.

Have questions on how to control the FBA process? Send Riverbend Consulting an email or give us a call! (877) 289-1017

Emanuela leads the monthly services team. She stays on top of critical performance metrics and ensures we secure every owed reimbursement, to keep our clients ahead of game. Emanuela’s background in e-commerce includes leading and empowering teams to work more efficiently. She loves to see a team take off on its own, become independent thinkers and problem solve together. Emanuela is a full-time foodie who loves to cook and create vegan dishes. She is also a long-time aficionado and teacher of the classical Pilates method.

Agents in Amazon Brand Registry should tread carefully

December 18, 2020 Leave a Comment

Don’t file IP complaints if your seller account will benefit

By: Lesley Hensell

Third-party sellers who have close relationships with brands may be putting themselves at risk, if they are using Amazon Brand Registry in a way that Amazon doesn’t like, causing them to file an infringement report.

A recent review of Amazon’s Code of Conduct for sellers reveals this tidbit: Filing Infringement Reports as an Agent or Brand Protection Agency

Amazon understands that many brands may choose to have brand protection agencies or agents report intellectual property infringement on their behalf and accepts submissions from authorized agents.

However, Amazon does not permit individuals with active selling accounts to file infringement notices as an agent of a brand when the filing of those notices could benefit their own selling account (through removing competing listings, for example). Any sellers filing notices as an agent to benefit their own status as a seller may have their selling account terminated.

This is one of those easy-to-overlook bits and pieces of policy that can go completely unnoticed. It also attempts to draw a bright line in situations where sellers may be doing absolutely nothing wrong – but Amazon doesn’t care.

So what’s going on here?

In some cases, brand owners choose a third-party seller as their preferred reseller on Amazon.com. These brand owners may not want to be involved in the day-to-day mechanics of selling on the platform. They simply want a familiar storefront they trust to be the face of their products on Amazon.

Brand owners have ownership of their Amazon Brand Registry, but they can allow others to act as “agents.” These agents can take actions such as editing listings, uploading photos, and reporting counterfeiters and other infringers.

Amazon has decided that it’s fine to use an agent to report intellectual property violations – such as those for counterfeit, trademark, copyright and patent. But the reporting party cannot be a third-party seller who is also selling on the ASIN in question.

Wow, that’s confusing

Frankly, this makes little to no sense. Why?

Well, in many cases, brand owners big and small also sell their own products on Amazon.com. They use brand registry to manage their listings and report infringers.

So Amazon has decided that a brand owner who sells on a specific ASIN can report infringers on that ASIN. But third-party sellers who are trusted agents of the brand cannot. In the end, the effect is the exact same.

I can hazard one guess as to this hazy enforcement decision. If a brand files false infringement reports, the brand can lose its selling privileges (if it’s also a third-party seller) or its brand registry privileges. Perhaps Amazon doesn’t have an adequate enforcement mechanism to specifically punish an agent that goes rogue and files false reports.

Yet, if that agent is a third-party seller, wouldn’t it be easy enough to suspend their account? Inquiring minds want to know.

Where do we go from here?

If you represent a brand on Amazon and manage their ABR as an agent, you have a few options:

When you spot infringers on the brand’s listings, report it to the brand. They can report it from there.
Hire an agency or law firm to file your ABR infringement reports. If they are also an agent on ABR, Amazon will not know the genesis of the reports about infringement.
Most importantly, only file genuine infringement reports. ABR is not a cudgel to be used for mass actions against competing sellers. It should only be used to knock others off of listings in true cases of infringement. Do test buys. Research. Inspect the products you receive. Be responsible. Brand Registry is not there to limit competition or distribution. It’s there to keep bad actors off of your listings.

Have questions? Ask Riverbend Consulting or give us a call! 877-289-1017

Lesley is co-founder and co-owner of Riverbend Consulting, where she oversees the firm's client services team. She has personally helped hundreds of third-party sellers get their accounts and ASINs back up and running. Lesley leverages two decades as a small business consultant to advise clients on profitability and operational performance. She has been an Amazon seller for almost a decade, thanks to her boys (18 and 13) who do most of the heavy lifting.