ODR, customer complaints, A-to-z claims? What’s the most important and what should you spend your time reviewing?

Keep reading to find out our recommendation for prioritizing your work as an Amazon seller.

Let’s look at the case of a hypothetical Amazon seller. We’ll see what she needs to do each day and how it should be prioritized.

Wake up in the Monring

Our seller gets to her computer and checks what she needs to handle for the day:

• Emails
• Negative feedbacks
• Shipping problems
• Amazon notifications
• Opened cases

Start with Amazon Notifications

We recommend that our Amazon seller start with the Amazon notifications she received since she last checked her account. Amazon may decide to suspend an account without prior notice, they may send warnings on things that need prompt attention and response, answers to opened cases or they may simply send news alerts on things they chance about their pricing/catalog/products, etc.

If any notifications are about suspensions or warnings, she’ll need to immediately focus her full attention on fixing the issue that arose, identifying the source of the problem and eliminating it from her work flow, then replying to Amazon with the resolution. Sending Amazon a response in minutes isn’t require (or recommended) but the internal audit explained above must start immediately, since her whole business depends on it.

Head Over to Metrics & Emails

Once Amazon notifications are out of the way, she should move on and check out her performance metrics, specifically the Contact Response Time, since it is the most time sensitive.

All sellers should reply within 24 hours to all messages from customers. A lot of times, you won’t be able to keep that at a 100% success rate, mainly because Amazon counts weekends as well (when your time is probably most limited),

A tip to improve efficiency is to group emails according to the sender, so you can reply to your buyer’s most recent email after acknowledging all his messages. If our seller logs in and finds 50 emails, 30 of which are are already more than 24 hours old, she should handle the 20 newest messages first. That way more messages won’t be marked as having a late response. Once those are finished, she can move on to the older messages.

Time for Order Management

After her emails are done, she can move on to order management. Email any customers waiting for an order she thinks might be delayed, etc.

Check Your ODR

Now it’s time to take a look at her ODR. If she still has A-to-z claims that need a response, she’ll work on those those first, then review and respond to any negative/neutral feedbackA performance rating on a scale of 1 to ... More. She can email customers to figure out how she can help, write to Amazon to remove the feedbacks that go against their policy or publicly reply to feedbacks left if she has already done her best to fix the underlying issue.

She doesn’t need to look at feedbacks everyday, but they must not be neglected, since her feedback history is among the main things customers check when deciding whether or not to place an order.

Make First Contact

If time allows, this is when she can contact buyers requesting that they rate their recent purchases.

Confirm the Day’s Orders

At the end of the day, complete all order confirmations and she’s done for the day.

Phew!