[Amazon Returns] New policies, new convictions

Quarterly Crisis

Automatic Free Returns

The Fashion category became less glamorous with Amazon’s recent announcement about changes to seller-fulfilled orders. There will be no more deductions for return shipping fees.

What else has changed?

We’re expecting more buyer fraud connected to this new policy, just like the case of this guy from Charlotte who managed to steal at least $290,000 worth of products through product returns.

Low Rating? Contact Customer

Amazon has rolled out a new feature that allows sellers to contact buyers who left 1, 2, and 3-star ratings.

The feature, called Contact Customer, lets sellers send a non-customizable email template to customers who left low ratings within the last year. The seller will then be presented with two options:

• Courtesy refund, where a full refund is offered
• Customer support, where they can check with the customer for additional details

If you choose Courtesy Refund, a system-generated email offering the refund will be sent. If you choose Customer Support, another email will be sent, asking the customer for permission to be contacted via buyer-seller messaging.

A lot of sellers are not hopeful about this program because in their experience, it’s rare that customers will opt to be contacted. But at least they’ll have this option just in case.

Prime in Poland

Despite what Andy Jassy says about Amazon being small, it’s a force to be reckoned with in the ecommerce world. It added 85 new countries this year and has recently launched Amazon Prime in Poland.

This is a big deal in that part of the world, given that at 42%, Poland’s market growth rate is the fastest in Europe. After launching in March, Amazon has threatened other ecommerce players in the country, including Allegro and AliExpress.

Holiday Sales Boost

Despite problems in the global supply chain, ICSC (Innovating Commerce Serving Communities) predicts an 8.9% boost in holiday sales this year.

The organization conducted a survey in September and found that 78% of the participants plan to spend the same or more this holiday season compared to last year. The survey also showed that 75% will be doing their holiday shopping earlier than usual.

Amazon may have seen this trend beforehand because Black Friday came early in the Everything Store.

We hope you prepared well for Q4 because with soaring sea freight rates, China’s power shortage, and reductions in restock limits, there will be more challenges coming.

Speaking of inventory, Amazon announced that instead of having your products in fulfillment centers by December 11 for the Christmas season, they should arrive by December 2. Amazon apologizes for the inconvenience.

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