The Importance of Customer Support: How to Set It Up Effectively for FBM Sellers

Selling on Amazon under the FBM (Fulfilled by Merchant) model, where sellers handle their own storage and shipping, requires not only flawless logistics but also well-established customer support. High-quality support directly impacts customer satisfaction, account ratings, and your ability to win the BuyBox, which translates into higher long-term revenue. Here’s how to set up customer support effectively.
Quick Responses: Answer Within 24 Hours
Amazon requires that customer inquiries be answered within 24 hours. Ideally, aim to respond even faster—shorter wait times significantly improve customer satisfaction.
Tips for Quick Communication:
• Use pre-prepared templates for frequently asked questions, such as order status, returns, or complaints.
• Employ dedicated email tools or customer support software like Zendesk or Freshdesk to manage and track communications easily.
• Regularly check messages to ensure no inquiries are left unanswered, even during weekends or holidays.
Perfecting the Returns Process
Returns are one of the most common issues customer support handles. If the return process is not smooth, it can lead to negative reviews and lower account ratings.
How to Set Up an Efficient Returns Process:
1. Return Labels: Allow customers to easily print return labels directly from Amazon or through your communication.
2. Fast Refunds: Process refunds within 48 hours of receiving the returned item. Amazon recommends minimizing delays in this step.
3. Clear Rules: Provide customers with clear instructions on how to return items and what they are entitled to.
4. Monitoring and Adjustments: Track the reasons for returns. If certain issues (e.g. sizing or quality) occur repeatedly, update your product descriptions or packaging to address them.
Choosing a Reliable Carrier
Shipping is a critical factor that directly affects the customer experience. A poor carrier can cause delays, undelivered packages, and ultimately negative reviews.
Recommendations for Carrier Selection:
• UPS: In 2024, UPS demonstrated the best delivery statistics. Their packages were delivered quickly and reliably, significantly improving customer satisfaction.
• Avoid GLS: GLS showed a decline in delivery performance in 2024. Many parcels ended up at ParcelShops where customers did not collect them, leading to unfulfilled orders and higher return costs.
Impact on Account Ratings and the BuyBox
Customer support directly influences your account rating, which is a key factor in winning the BuyBox. Maintaining a low rate of negative reviews and high customer satisfaction increases the chances that Amazon will favor your offers over competitors.
Why Investing in Customer Support Pays Off:
• Customer Satisfaction: Quickly resolving issues increases the likelihood of receiving positive reviews.
• Cost Reduction: Clear return policies and reliable carriers reduce the number of problem transactions.
• Increased Sales: Consistently good support improves your account rating and helps you win the BuyBox, driving more sales.
Conclusion
Customer support is one of the most crucial aspects of success on Amazon, especially for FBM sellers. Fast communication, an efficient returns process, and collaboration with reliable carriers can significantly improve your reputation and profitability. Investing in quality support pays off not only in the short term but also in the long run.
Make sure your customer support operates flawlessly and watch your Amazon business thrive. 😊