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Fri Jan 21 2022 22:30:07

What Do You Make of Amazon's Overtures to Sellers?

By: Ina Steiner

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Amazon added staff to help answer seller questions on its online discussion boards, announcing that it was "doubling down on our efforts to provide a safe and engaging space for you, our Selling Partners."

And that's not all - Amazon called the move a "first step" in improving its ability to adapt and evolve to seller needs. "Improving the selling experience and supporting you as you help each other is still our number one priority."

Amazon's longtime moderator Susan (who posts as "SEAmod" and is popular with sellers) made the announcement and listed 13 new moderators, three of whom introduced themselves in the thread and included their area of specialty.

Cooper: Prime Video, social media, customer service, and building community
Bea: Brand Registry & Protection, CPG, and product listings. 
Marquise: Premium Beauty, Brand Stores, Detail Page optimization, Digital Merchandising and Marketing, and Brand Registry.

When one of them included the Buy Box as one of her areas of specialty, a seller quickly jumped in and asked if she would be able to address questions about why Amazon's algorithm awards the Buy Box to counterfeit products, or to itself even if another seller had the item available quicker.

But sellers noticed Amazon quietly edited the new moderator's area of specialty to remove the reference to the Buy Box. Wrote one seller philosophically, "I shudder to think of just how full Bea's Forum Inbox would be in a scant-few days had that proclamation of specialization not been removed." (Winning the Buy Box is crucial to getting sales, but is difficult for sellers to do.)

Susan responded to a question about the new avatar that displays next to the moderators user names, which is a black circle with a white smile "swoosh" from the Amazon logo (which signifies the marketplace sells everything from A to Z). "The smile is the new brand that we have been asked to use. We are retiring the "a" in favor of the friendly smile!"

In response to questions, Susan wrote, "We are all part of the Amazon Communities team, and yes we have additional team members who are working on some exciting things that we believe will improve your experience here in our forums."

What do you make of Amazon's overtures to sellers and promises to improve the selling experience? Is it a sign of the new regime under CEO Andy Jassy? Will Amazon carry through on its promise to be more responsive to sellers looking for answers and help on the Amazon discussion boards?



Comments (5) | Permalink

Readers Comments

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by: papergoy This user has validated their user name.

Sat Jan 22 10:29:08 2022

Anything is an improvement.  I've opened tickets, gotten a response that had nothing to do with my query and had the ticket closed.  Amazon historically relies on sellers to go to the boards and get answers from other sellers rather than actually help sellers directly.  I wonder what spurred this- competition from other marketplaces or the thought of government oversight?  They aren't doing it from the goodness of their heart.  Here's an idea- fix the high price alert system- where i lower my price beneath other sellers when I get a warning, and my item is again flagged while the other sellers have their items remain on the site- and that's just one minor annoyance out of many- flagging a book as needing paperwork as it's an insecticide is another.  No human would make that mistake but their bots do.

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by: Snapped This user has validated their user name.

Sat Jan 22 10:39:00 2022

What to make of Amazon’s ‘overtures’?

Fire extinguisher words.  This ACTION reveals what one can (still, typically) expect from then when something sellers really want addressed bubbles up from the general noise:  “… Amazon quietly edited the new moderator's area of specialty…”.

Followed up by the ol’ standby:  “… we have additional team members who are working on some exciting things that we believe will improve your experience..”.   Working on.  Their ‘teams’.  What THEY believe.  Sound familiar?

Amazon has had some intriguing press coverage lately relating to their arrogant disregard for anti-trust and anti-labor elements in their operational approach.  

They can ‘moderate’ all the ‘forums’ they want and inject them with as much mass pablum juice as can (somehow, still) be digested, but until ACTION happens that doesn’t continue to “quietly” contradict their press conference face, it’s naught but a street show for their OWN benefit, not yours.

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by: Gumball This user has validated their user name.

Mon Jan 24 02:50:55 2022

The only thing that improves the selling experience is for the venues is to quit giving sellers items away. Amazon is notorious for telling their buyers to keep it, and giving them back their money too. I bet if you checked you would find that products that belong to them are so readily given away.  

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by: pace306 This user has validated their user name.

Mon Jan 24 13:11:28 2022

I’ll get out my violin to play a sad song for Amazon’s care of smaller sellers

Remove all the gates on products, reduce FBA fees, and actually care - then I’ll believe it

Until then it’s just baloney

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by: WalmartClassAction This user has validated their user name.

Mon Jan 24 16:33:01 2022

Amazon needs to address the fraud that is running rampant on their site. It is bananas how many "I didn't get my order" but tracking says "delivered" messages we get a day. Amazon just pays these scumbags off when every other platform considers a "delivered" scan more than enough proof of delivery. It's not a secret, just claim you didn't get your order and Amazon pays you off.



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