Learn Amazon Best Practices for merchants.

1. #MonCon
MonCon WEST | October 10–12, 2012

2. #MonCon
Amazon Best
Practices
Presented by Genny Rapp
Strategic Client Manager
Monsoon Commerce
MonCon WEST | October 10–12, 2012

3. #MonCon
 Customer Satisfaction
 Competitive Listings
today’s  Shipping Rates
AGENDA
 Fulfillment By Amazon
 Key Takeaways
 Q&A
MonCon WEST | October 10–12, 2012

4. Customer Satisfaction #MonCon
Stalk Your Amazon Account…Daily (minimum)
Pay Obsessive Attention to Performance Targets:
 Order defect rate (ODR)*: <1%
 Pre-fulfillment cancellation rate: <2.5%
 Late shipment rate: <5%
*Order Defect Rate: An order has a "defect" if it incurs a negative feedback, an
A-to-z Guarantee claim or a service credit card chargeback. Your order defect rate
is defined as the number of orders with a defect divided by the number of orders
in the time period of interest. Order defect rate is the key measure of your ability
to provide a good customer experience.
MonCon WEST | October 10–12, 2012

5. Feedback is Critical #MonCon
Monitor feedback closely
 Respond quickly (24 hours)
 Right the wrong – don’t be afraid to refund
 Request that negative feedback be removed
Keep feedback levels higher than 95%
Handle A-Z claims QUICKLY, with patience and care!
MonCon WEST | October 10–12, 2012

6. #MonCon
 Customer Satisfaction
 Competitive Listings
 Shipping Rates
today’s  Fulfillment By Amazon
AGENDA  Key Takeaways
 Q&A
MonCon WEST | October 10–12, 2012

7. Competitive Listings #MonCon
Key elements of a competitive listing:
 Price is king!
 Lowest price gets the sale
 Positive feedback rating
 Condition and shipping notes
 Differentiate yourself from the competition
MonCon WEST | October 10–12, 2012

8. #MonCon
 Customer Satisfaction
 Competitive Listings
 Shipping Rates
today’s  Fulfillment By Amazon
AGENDA  Key Takeaways
 Q&A
MonCon WEST | October 10–12, 2012

9. Shipping Rates #MonCon
Set your own shipping rates on consumer goods
 Seller Central/Merchant@ account types only, no media
 Ensure that your Monsoon Pro shipping settings match your
Amazon account settings
 Item price + shipping is used in dynamic pricing logic
Consider Free Shipping
 Free shipping listings receive rank benefit when total price is
the same as competitor’s total price
 Can be applied to specific inventory groups
 Will override weight or per-shipment rates indicated in your
Amazon account
 Utilize item-level shipping surcharge to offset shipping costs
MonCon WEST | October 10–12, 2012

10. #MonCon
 Customer Satisfaction
 Competitive Listings
 Shipping Rates
today’s  Fulfillment By Amazon
AGENDA  Key Takeaways
 Q&A
MonCon WEST | October 10–12, 2012

11. Fulfillment By Amazon #MonCon
Consider Fulfillment By Amazon (FBA)
 Send inventory to Amazon and fulfillment is handled by the
Amazon Fulfillment Center
 Items in the FBA program are eligible for Amazon’s wildly
popular Prime and Super Saver Shipping programs
 Super Saver Shipping: Orders of $25 or more of Amazon-fulfilled
items receive free standard delivery (5-8-days)
 Prime:
 $79 annual fee
 No minimum purchase necessary
 Unlimited free 2-day shipping on Amazon-fulfilled orders
 Overnight shipping for same price as standard (e.g.
$3.99/book)
MonCon WEST | October 10–12, 2012

12. Why Use Fulfillment By Amazon? #MonCon
 Shipping and merchandising
 Only way to enable your listings with the same shipping and
combined-ordering options as Amazon
 Trusted customer experience
 Amazon’s fulfillment is unparalleled
 Easy customer returns
 Tap into highly loyal Prime Buyer segment
 Prime buyers are more likely to buy FBA items than locally-
fulfilled items
 “Buy Box” eligibility for new and used media items
 Increased sales and turn rates
MonCon WEST | October 10–12, 2012

13. #MonCon
 Customer Satisfaction
 Competitive Listings
 Shipping Rates
today’s  Fulfillment By Amazon
AGENDA  Key Takeaways
 Q&A
MonCon WEST | October 10–12, 2012

14. Key Takeaways #MonCon
1. Pay close attention to feedback and performance
targets
 Keep Order Defect Rate <1%
2. Price is King!
3. Customize your shipping rates
4. Consider Fulfillment By Amazon
MonCon WEST | October 10–12, 2012

15. #MonCon
 Customer Satisfaction
 Competitive Listings
 Shipping Rates
today’s  Fulfillment By Amazon
AGENDA  Key Takeaways
 Q&A
MonCon WEST | October 10–12, 2012

16. Q&A #MonCon
MonCon WEST | October 10–12, 2012

17. #MonCon
Genny Rapp
(e) grapp@monsooncommerce.com
(p) 971-255-5871
thank you! monsooncommerce.com
Please visit www.monsooncommerce.com/moncon to download a copy of this presentation,
see pictures and videos, and tell us what you think about the conference.
MonCon WEST | October 10–12, 2012