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policy violation on amazon

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policy violation on amazon
March 2, 2013
9:42 PM
hannah
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Forum Posts: 11
Member Since:
January 26, 2013
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Hi,
We are selling on amazon italy, and although we ship our orders the same day, or sometimes the next day, the customers are very impatient and they keep on leaving us bad feedback because they dont get it as fast as they expect to. Because we are relatively new to italy, (even though we have been on amazon uk etc for many years) we only have a small amount of feedback ratings, so each negatove feedback accounts for a large percentage in ratio to the good feedbacks. Because amazon require a certain standard from us, we have already had our account closed in the past because the feedback ratings dipped too low, and we appealed against it and got it removed. This week we noticed our feedback dipping again, and because we are doing everything we can, and its just because the italians are impatient, we didnt know what else to do, and therefore in order to build our percentage ratings, we asked four members of staff to order something from our company, and leave us good feedback.
Now amazon have sent us a violation warning, to say that they noticed we are soliciting feedbacks internally, and this is against their policy. They have not closed our account, but just sent us the warning. We know it is not the ideal way of dealing with feedbacks, but for lack of any other option we resorted to this, just in order to get our feedbacks out of the red – its not as if we were leaving ourselves 1000′s of good feedbacks, just 4, in order to take the edge off it, and avoid a crises.

Can you advise us – should we answer the warning they sent us, and if yes what should we say, or should we just take note, but say nothing – how would you advise we react, because we dont want to antagonise amazon any further?
thanks

March 3, 2013
9:59 AM
Matthew Ogborne
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September 24, 2010
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Howdy Hannah,

This is harsh, but have you considered not using Amazon Italy at all?

The Italian mail is a night mare unless it’s a couriered order and if it’s causing you not to focus on the rest of the business as you should do so I’m going to leave you with one question.

In all the time that you have spent trying to foster Amazon Italy (product data, grabbing extra feedback, dealing with warnings, lost parcels etc….), would the time spent on the UK, maybe Germany, where the audience is far bigger or maybe Australia or even to the USA been more productive?

Matt

PS. Always play ball with Amazon. See the summary part here for why.

March 3, 2013
11:09 AM
hannah
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January 26, 2013
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we do actually sell on germany, france, uk, usa, canada, italy and spain, so its not so much a matter of giving up italy and starting something new instead – we just wanted to broaden our horizons and reach out in whichever way we could, but italy is really proving to be a thorny one!

March 4, 2013
11:54 AM
Matthew Ogborne
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hannah said

we do actually sell on germany, france, uk, usa, canada, italy and spain, so its not so much a matter of giving up italy and starting something new instead – we just wanted to broaden our horizons and reach out in whichever way we could, but italy is really proving to be a thorny one!

Howdy Hannah,

Yea it’s a tough one due to their internal postal system, have you looked at Australia? They speak English and the delivery times aren’t bad with RM either :)

Matt

March 4, 2013
12:43 PM
hannah
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January 26, 2013
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perhaps we can give australia a bash then, and see how that goes – thanks for the advice

March 4, 2013
4:05 PM
Matthew Ogborne
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Forum Posts: 446
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September 24, 2010
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Hi Hannah,

Na thank you!

I have been meaning to write about CBT which has been hyped to the max, but rarely with an understanding of where and why. Have the headline written, just need to back fill it now :)

Matt

March 4, 2013
10:25 PM
hannah
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Forum Posts: 11
Member Since:
January 26, 2013
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Matthew Ogborne said

Hi Hannah,

Na thank you!

I have been meaning to write about CBT which has been hyped to the max, but rarely with an understanding of where and why. Have the headline written, just need to back fill it now :)

Matt

CBT? excuse my ignorance………..

March 6, 2013
1:59 PM
Dave Furness
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Forum Posts: 71
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April 2, 2012
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Sorry for jumping in here: CBT Cross Border Trade. The posh term for selling items internationally :D Got to love eBay speak ha ha. But yea Australia and New Zealand sound like a good bet reading your above messages. By taking out any major translation works, it simplifies the whole sales process, taking into account emails and questions etc.

March 6, 2013
6:58 PM
Matthew Ogborne
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Forum Posts: 446
Member Since:
September 24, 2010
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Dave,

Jump in all you want! CBT that’s a bike test right? :D

@Hannah, Dave’s spot on, CBT = Cross Border Trade

Here is another one KISS, Keep it Simple Silly, hence if they already speak English and are likely to give us less grief that the italians, happy days.

Matt

March 6, 2013
10:13 PM
hannah
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Forum Posts: 11
Member Since:
January 26, 2013
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10

thanks Dave for explaining that.
Matt, you mentioned trying australia and new zealand, but do they actually have their own amazon, or are you referring to selling on uk, or .com and offering shipping to australia? because i couldnt actually seem to find an amazon australia site? and we do already ship to the ‘rest of the world’ from .com and .co.uk………..

March 8, 2013
2:34 AM
Matthew Ogborne
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Forum Posts: 446
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September 24, 2010
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11

Hi Hannah,

We’re both referring to eBay rather than Amazon, as you’re right there are no Amazon.com.au sites.

Matt

March 26, 2013
7:16 AM
tim
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Forum Posts: 44
Member Since:
October 19, 2012
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12

Just to endorse what a few have said. We sell to Italy, but, it is the most troublesome of all the countries we deal with. That said we also have some wonderful customers there, who buy again and again. We try and limit our sales to larger items where they are tracked courier.

Cheers
Tim


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