What does the service include?
🗣 Answering customer inquiries in their language
💬 Communication with Amazon
🏢 Local return addresses in the respective country
🚚 Bulk return shipment to your address
👉🏻 Amazon evaluates the quality of your seller profile based on several factors, including the speed of your responses to customer inquiries and whether you have a local return address for returned items. Repeated non-compliance with Amazon's conditions may result in account suspension!
👉🏻 Our customer support service also includes local return addresses in the countries where you sell, along with reverse logistics management.
What does Amazon require from your support?
🗣️ Every inquiry must be answered within a maximum of 24 hours, regardless of whether it is a weekend or a public holiday. Every response must be in the language of the respective customer.
It is essential to maintain a certain formal style, including greetings, expressions of gratitude, and other courteous language.
Why do you need our customer service line when you already have your own?
Our customer service line offers several unique benefits:
Multilingual Support: We provide support in all the languages needed for Amazon, including English, Spanish, German, Italian, and more. This ensures that every customer inquiry is handled in their native language, enhancing communication and customer satisfaction.
Timely Responses: Every inquiry is answered within a maximum of 24 hours, ensuring quick resolution and maintaining customer trust, even on weekends and holidays.
Customer Satisfaction: We aim for the highest level of customer satisfaction. Our responses are crafted to prevent potential issues, reducing the likelihood of negative feedback.
Negative Feedback Management: We actively manage and work to remove negative feedback from your account, helping to maintain a positive seller rating.
Expertise with Amazon: With extensive experience, we know how to effectively communicate with Amazon, safeguarding your account's health and contributing to higher satisfaction for both you and your customers.
Efficient Communication Filtering: We act as an intermediary between you and your customers, ensuring that only relevant information reaches you. This saves you time and money by reducing unnecessary communication.
Compliance with Amazon's Policies: We stay updated on Amazon's annually changing communication policies. Our knowledge of these rules helps prevent issues that could lead to account suspension.
Automated Responses: For common queries such as "Where is my item?" or "The item arrived damaged," we have automated responses that ensure consistent and timely communication.
Handling A-to-Z Claims: We manage escalated complaints (A-to-Z claims) that could potentially threaten your account's health, including the risk of suspension.
Learn More About A-to-Z Claims:
For detailed information on A-to-Z claims, click the link below:
Returns and Claims Management
Assisting Customers with Returns: We help your customers with the return process, ensuring it is smooth and hassle-free.
Handling Claims: We assist in managing claims to avoid unnecessary shipments back to you or the manufacturer.
Logistics with JAPO Transport: In collaboration with our partner carrier, JAPO Transport, we arrange the transport of returned goods directly to your address.
Local Return Addresses: We set up our local foreign addresses for returns in the respective countries. You provide us with the address of a warehouse in the Czech Republic (or Slovakia), where we will deliver the returned goods.
Delivery Frequency: Goods are delivered to you by the carrier JAPO, typically once every 14 days or once a month. If you have more returns, JAPO can arrange earlier pickups to collect the packages.
Reimbursement for Shipping Costs: Find out when it is necessary to reimburse customers for shipping costs 👉 here.
What We Need from You for Smooth Operations
Contact Information: A contact person who can communicate with us regarding inquiries about your products.
Timely Refunds: Ensure timely refunds for returned goods, cancellations, and any claims.
Account Integration: We will connect your account with our communication application.
Process Setup: We will establish processes for handling specific situations to ensure efficient and consistent responses.
ℹ️ Have a Question About Customer Support?
Feel free to reach out to us at amazon@expan.do for any inquiries regarding our customer support services.