Tips for sellers
Whether you're a Pro-merchant seller or just making a bit of money from your unwanted stuff, Amazon.co.uk wants you to be a successful Marketplace seller. To enable you to focus on increasing your business without worrying about the mechanics of selling, have a look at this list of seller tips. It's recommended that you bookmark this page for future reference.
Pro-merchant sellers have access to volume listing tools, discounted selling fees, downloadable inventory reports and other features. Additional information for Pro-merchant sellers is highlighted below.
Finding answers quickly
- The quickest way to find answers to your questions is to browse or search our help pages: www.amazon.co.uk/make-money.
- Check the Seller Announcements board before contacting Amazon.co.uk about site performance or technical issues. We may already be working to solve the problem: www.amazon.co.uk/Seller Announcements Board.
- Interact with other sellers and find out why they're so successful. Become an active member of our seller community by visiting our discussion boards such as the 'Help for New Sellers' board
Listing items and managing inventory
- Update your inventory daily to avoid buyers purchasing items you no longer have in stock. This is especially important if you sell the same inventory through other websites, via mail-order or in your own shop.
- When pricing your items, look on Amazon.co.uk to see how much other sellers are charging for comparable items.
- If an item has been listed for more than 30 days without selling, check how competitive its price is and lower it if necessary.
- Remember the Holiday Settings feature may take up to 36 hours to remove your listings when you switch it on, and up to 36 hours to add them again when you switch it off. During this period, listings cannot be modified or deleted. Don't use this feature as an alternative to removing your listings. Read more at www.amazon.co.uk/holiday-settings.
- You can find more information about listing items on our help pages: www.amazon.co.uk/listing-items.
- For more information about inventory management go to: www.amazon.co.uk/managing-inventory.
Additional information for Pro-merchant sellers
- Break large inventory loader files into smaller files with fewer than 25,000 listings or file sizes smaller than 10MB.
- It's generally unnecessary to resubmit an inventory loader file; during peak times when our systems can be very busy, you can rest assured your file will eventually be processed. We recommend reading our Feed Processing FAQ.
- After processing, review the error log to determine why some of your listings may not have loaded. You can access the error log from www.amazon.co.uk/selleraccount. Click the View your recent Marketplace orders link in the Manage Your Orders section.
- For more information about how to use the inventory loader: www.amazon.co.uk/inventory-loader.
- Check Your Seller Account regularly for important transaction updates rather than relying exclusively on e-mail notifications. Access your account at www.amazon.co.uk/selleraccount.
- Provide high-quality customer service, which includes handling refunds and returns in a timely manner. Refund orders that you are unable to fulfil within 48 hours and issue refunds for returns within five business days of receipt. Make sure to respond to customer emails within 24 hours to clarify any open questions. To find out how to create refunds go to: www.amazon.co.uk/seller-refunds.
- Do not use the A-to-z Safe Buying Guarantee as a solution when resolving refund issues with buyers. Multiple A-to-z Safe Buying Guarantee claims are an indication of performance problems for the seller, and in accordance with our Community Rules, multiple claims may result in a warning, suspension, and/or removal from our site.
Additional Information about Returns for Materially Different, Defective, or Damaged Items
As a seller on Amazon, you are responsible for managing the returns process for materially different, defective, or damaged items, including providing buyers with a way to make the return and processing the refund for the return. Failure to manage the return may result in a debit to your Seller Account if Amazon refunds the buyer pursuant to an A-to-z Claim, even if the item is not returned to you. You may also be held responsible if no response is received from you on an A-to-z claim, or for declining to handle a return request that falls within required return policies.
- Always dispatch your items within two working days of order notification. This is a requirement of being a Marketplace seller.
- Include a packing slip with your item. You can use the one provided in you 'Sold - dispatch now!' email, print it from your Seller Account or create your own. Don't forget to include your return address.
- Include a note in your package with your contact information and encourage your buyer to leave feedback at www.amazon.co.uk/feedback.
- Review our delivery guidelines.
- For additional help with this topic, visit www.amazon.co.uk/seller-fulfilment.
Additional information on A-to-z Guarantee claims for items not received Sellers are accountable for resolving A-to-z Guarantee claims for items not received and the claims will be processed according to the following policies:
- Products(s) dispatched without tracking: A seller will be liable for a not received claim if Estimated Delivery Date (EDD) has passed and the order was dispatched without tracking information. This policy will apply to all orders.
- Product(s) dispatched with tracking with in-transit visibility: If a product is not delivered by the end of the EDD range, and tracking information shows an expected delivery in the near future (and the product was dispatched by the promised date of two business days from the order date) the claim will not be granted and the buyer will be asked to wait for the product. The seller will not be liable. However, if tracking information does not show expected delivery in a reasonable timeframe, the claim will be granted and the seller will be held liable. This will apply to packages lost in transit as well.
- Product(s) dispatched with delivery confirmation tracking - tracking shows delivery, but buyer claims item not received: The A-to-z Guarantee team will investigate the dispute. Amazon may contact the buyer to confirm non-receipt. If no receipt is confirmed, the seller may still be held liable for lack of fulfilment - Amazon will not cover service errors, including loss, theft, or postal/dispatch issues. Amazon will, however, strive to protect sellers from fraudulent buyers and A-to-z Guarantee abusers.
- Product(s) dispatched with signature confirmation - tracking shows delivery, but buyer claims item not received: If the name on the signature confirmation matches the buyers, the A-to-z Guarantee team will deny the claim. If signature confirmation does not match, the A-to-z Guarantee team will deny the claim and ask the buyer to follow-up with the individual that signed for the package. Guarantee claims for packages that are signed for by a freight forwarder or an agent of the buyer (e.g. receptionist, family member) will be denied. However, if an investigation determines that the customer did not receive the order due to a shipping error beyond his or her control, the seller may be held liable. We anticipate that this would be a very rare occurrence
How sellers can reduce the risk of an A-to-z Guarantee claim
There are three simple ways to mitigate the risk of an A-to-z Guarantee claim for item not received:
- Dispatch promptly and use a dispatch method that ensures reliable delivery before EDD.
- Dispatch with tracking information and provide this information to the buyer.
- Dispatch higher-value items with tracking, signature confirmation and/or insurance.
You can review the pertinent section of the Participation Agreement below:
B. 6.3 A payment made by a buyer in respect of a particular item will not be due or payable to a seller (or if paid, shall be reimbursed by the seller to us), and we will not be liable to the seller if:
(a) we, in our sole and absolute discretion, (i) decide to pay the buyer in relation to that item under the terms of the Amazon A-z Guarantee, (ii) determine that the seller cannot promptly deliver the item under clause A.5.1 or the seller has otherwise breached the provisions of this Participation Agreement and we initiate a refund to the buyer, (iii) do not permit a transaction or disbursement to proceed where any limit established by us for a security reason would be exceeded, or (iv) permit a buyer to withdraw from a transaction because the Service is unavailable following the commencement of a transaction;
(b) we discover the payment is erroneous or relates to a duplicate transaction,
(c) the payment is the subject of a chargeback from the buyer's credit card issuer or bank.
Where reimbursement by the seller is required under this clause, without notice to the seller we may obtain such reimbursement by (i) deducting the amount from the seller's Reserve in clause B.6.4 or any future payments that would otherwise have been owed to the seller, (ii) reversing any transfer to the Seller's Bank Account, (iii) charging the seller's credit card, or (iv) seeking such reimbursement from the seller by any other lawful means.
In the event that we elect not to recover from the seller a buyer's chargeback, failed payment, or other payment reversal (a "Payment Failure"), we will assume the debt associated with the Payment Failure and the seller irrevocably assigns to Amazon all rights, title and interest that the seller has in and associated with that debt.
Additional information for Pro-merchant sellers
- Answer all buyer enquiries and e-mails within 24 hours. Good communication with buyers promotes good feedback for sellers.
- Providing customer service in the official language of the selling platform is a requirement for selling on Amazon.co.uk.
- As part of a good customer experience, buyers will expect to receive appropriate customer service in the official language of the platform (ie, English on Amazon.co.uk).
- Amazon.co.uk was founded on providing an extraordinary customer experience - and our buyers have come to expect a high level of customer service. As a Marketplace seller, you are in control of providing that experience for your buyers.
- Change your password regularly.
- Consider setting up a separate bank account for disbursements from your Amazon seller account.
- Amazon.co.uk will never e-mail or call you to ask you to disclose or verify your Amazon.co.uk password, credit card or bank account number. Such information should only be submitted when completing an order on Amazon.co.uk, registering for Amazon.co.uk Marketplace, contacting Amazon.co.uk directly, or when making updates to Your Account or Your Seller Account.
- Review the terms of our online Amazon.co.uk Privacy Notice and our Privacy & Security help pages.
- If you are ever in doubt about the authenticity of an e-mail, visit our site directly by typing the address into your browser bar, rather than clicking any links. To find out more about Amazon.co.uk's efforts to combat fraudulent e-mail, please visit our Stop Spoofing page.
Please use the e-mail address associated with your Amazon.co.uk Seller account.