Amazon is surveying sellers who fulfill their own orders (as opposed to using Amazon fulfillment) to gather feedback on its Fulfillment by Merchant (FBM) solutions as well as programs such as Seller Fulfilled Prime and Climate Pledge Friendly.
The survey measured how satisfied sellers were with such things as understanding Amazon fees and monitoring of return shipping costs.
Amazon asked sellers about managing FBM orders and how satisfied they were in setting order fulfillment settings, such as handling times, order handling capacity, operating days, and cut-off times.
And it asked about their satisfaction with setting shipping preferences for FBM orders, including managing shipping templates, setting estimated transit times, selecting affordable ship method, and purchasing shipping insurance options.
The survey asked about shipping FBM orders, from purchasing shipping labels to scheduling carrier pick-up or package drop-off; and about managing customer returns, from responding to information in A-to-Z claims, filing SAFE-T claims for refunds, and monitoring return reimbursements.
One area likely to have received attention: Amazon asked sellers about their satisfaction with account metrics and insights; notifications and alerts on problems; Seller Support effectiveness; and the ability to resolve issues independently with available information.
Amazon also asked sellers if they knew about and used various features and services, including the following: Veeqo; Seller Fulfilled Prime (SFP); SAFE-T claims; Customer Service by Amazon; and Seller Support.
It’s always interesting to see what online marketplaces ask sellers in their surveys, as sometimes they can reveal features and policies they may be considering implementing. In this case, one motivation of conducting the survey may have been to determine how familiar sellers were with various features, perhaps with the goal of determining where Amazon should focus its seller marketing efforts.
