When a customer returns a product, they can provide useful information about a product's quality, detail page accuracy, packaging, and shipping experience. Amazon captures feedback in the form of a reason code for each product return, which can be used to learn about customer complaints and make effective improvements.
This analysis initiates an investigation of frequently returned products. Our team will provide recommended improvements which can help the customer experience by fixing issues that may result in a customer return.
How to request a customer returns analysis:
Email a request to your account manager to intiate the task specifying the ASIN(s) and date range you would like analyzed
Your AM will work with our team to conduct the analysis
Once complete, your AM provide a summary of the root cause and discuss improvement opportunities with you
Frequently Asked Questions
How many ASINs can be submitted in each request?
You can request up to 25 ASINs per submission.
Do I have to fill out a template to submit a request?
No, there is not a template, however, the needed information that is required are the list of ASINs on which you need the analysis and the specific date range to complete the process.
How will recommendations be provided?
The recommendations are based on the root causes our team will identify. These root causes are based on an analysis of customer comments which are shared at the time of returning the product. Recommendations can range from improving the detail page to product quality or packaging optimization.
Does this analysis lead to any uploads in Seller Central?
No, the customer returns analysis process will only provide the root causes on returns and recommendations to avoid similar returns.
How do customer reviews impact this analysis?
A customer returns analysis is completely based on the comments a customer provides at the time of returning a product. It is not related to any reviews on the detail page.
Are star ratings considered in the analysis?
No, star ratings are not currently considered in our current process.
Is there a fee in performing a customer returns analysis?
No, we do not charge a fee to provide a customer return analysis. If we implement a fee in the future, we will make an announcement to all our selling partners ahead of time so that you know about any change or updates.
Do I have to check the ASINs return rate prior submitting a request for analysis?
No, this is not required. You can provide a set of 25 ASINs on which you need the analysis, however, you can also place a request to us where we will find the top offended 25 ASINs in your catalog and provide an analysis.
I’ve read the FAQs, but I still have questions. Who can I contact for more information?
If you have any questions or concerns, please reach out to your SAS Core account manager.