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  • This looks very similar to a regular Amazon page, but will only list the TIkimanBooks Inventory
  • The customer can type in the name of the book they are looking for. Once they have done this, they will be given a new or used option. The customer can select “used” to see a list of available sellers who offered a used copy of the book
  • If a customer calls us and we can see in Seller Central that the book was fulfilled by Amazon, we need to refer them to Amazon directly.
  • This is similar to BookRenter policy. If you receive a message from a customer saying that they were never told about the Supplements or Processing time, refer them to the description of the book. This information was made available to them before they added the item to the cart. If the order is fulfilled by Amazon (AFN), refer them to Amazon customer support.
  • Note that the shipping options are similar to those of BookRenter, however they are called “Two Day Shipping” and “One Day Shipping” rather than Express or Express Plus.Each shipping method will have a different cost associated with it.We only ship within the United States.
  • Here is the order flow for MFN (Merchant Fulfilled). Eventually all of our orders may be merchant fulfilled, but for now this is how MOST of our orders are being processed.We have a system called RAMP that acts as the “go between” for OPS and Amazon.
  • If a customer calls us and we can see in Seller Central that the book was fulfilled by Amazon, we need to refer them to Amazon directly for any questions regarding their order.
  • The customer is able to:-change the payment method-cancel items-change the shipping speed-change the delivery optionsWe do not need to do anything if the customer selects one of these options within the 30 minute timeframe. This information will be updated automatically for us.
  • We can see that the previous option to “Cancel Items” has been removed. There is now an option to Request Cancellation. However, this is just a request! We are unable to cancel the order on our end once the 30 minute timeframe has passed. If the subject of the email request is “Cancellation Request from (username)”, it means that it is too late for a change to be made to their order.
  • After the 30 minute period, these options will no longer be available to the customer.
  • The customer can then check mark the box next to the item he wants to return, choose a reason for the return, add comments ( which is optional) and then click "Submit for Approval“.
  • After the request has been submitted, the customer will get an email that confirms that we have been notified they are requesting a return.
  • The title of the email will be “Return Request for (order number)”
  • (The red circles indicate where you should click)
  • Once the request has been authorized, the customer will receive an email from us with the return instructions.
  • This will send an email to the customer with the return information. The customer is provided with a
  • Once you find the order number, scroll down to the bottom of the page and click the link for “Enable Automatic Return”
  • (I have written the tips for each line in red)
  • Clicking this link will open a new window and bring up the order in OPS.
  • Please note that the RAMP orders in OPS will be listed under “Rafter Exchange”.
  • If needed, create an SR issue for the book as well. For example, if a customer return reason is “Incorrect Book” or “Damaged Book”, we will need to let SR know.

Tikimantraining Presentation Transcript

  • 1. Amazon Marketplace TikimanBooks Presented By: Natalie Raasch August 2, 2012Rafter Confidential & Proprietary | © 2012
  • 2. Amazon Marketplace- TikimanBooksAgenda What is TikimanBooks? Order Process Cancellation or Modification Process Return Process for the Customer Return Process for Us Adjustments Questions? 2 Rafter Confidential & Proprietary | © 2012
  • 3. What is TikimanBooks? 3 Rafter Confidential & Proprietary | © 2012
  • 4. Amazon Marketplace- TikimanBooksWhat Is TikimanBooks? We are a seller in the Amazon Marketplace. Our storefront is called TikimanBooks. Our storefront website is www.amazon.com/shops/tikimanbook Our phone number for TikimanBooks is 888-254- 3375 - Calls must be answered, "Thank you for contactingTikiManBooks, how may I help you?" BookRenter should not bementioned. 4 Rafter Confidential & Proprietary | © 2012
  • 5. Amazon Marketplace- TikimanBooksWhat Is TikimanBooks? This is what our storefront looks like on Amazon: 5 Rafter Confidential & Proprietary | © 2012
  • 6. Amazon Marketplace- TikimanBooksWhat Is TikimanBooks?Important Things to remember about TikimanBooks:- The books are for purchase only. These are not rentals.- We do not do any exchanges, only returns.- Customer can return the book within 30 days- Customers need to contact Amazon directly for issues with: - Their Amazon log in - Problems with the credit card not working - Questions about charges on their card 6 Rafter Confidential & Proprietary | © 2012
  • 7. Order Process 7 Rafter Confidential & Proprietary | © 2012
  • 8. Amazon Marketplace- TikimanBooksOrder Process When the customer logs into their account on Amazon they can find a book we offer in 2 ways: 1. They can search directly from our website : www.amazon.com/shops/tikimanbook 8 Rafter Confidential & Proprietary | © 2012
  • 9. Amazon Marketplace- TikimanBooksOrder Process 2. They can go to Amazon.com and searched the used options and then select TikimanBooks. 9 Rafter Confidential & Proprietary | © 2012
  • 10. Amazon Marketplace- TikimanBooksOrder Process Our orders are either fulfilled by: – Amazon (AFN orders) – By us, the Merchant (MFN orders) All customer service for AFN orders is done by Amazon 10 Rafter Confidential & Proprietary | © 2012
  • 11. Amazon Marketplace- TikimanBooksOrder Process All MFN order descriptions will list that: -Supplements are not included -Orders take up to 2 business days to process 11 Rafter Confidential & Proprietary | © 2012
  • 12. Amazon Marketplace- TikimanBooksOrder Process Customer have 3 shipping options available: 12 Rafter Confidential & Proprietary | © 2012
  • 13. Amazon Marketplace- TikimanBooksOrder ProcessOrder process for MFN orders Amazon API ASN filters provides Customer filtered Ingram Distributor Order sent through ASN given customer places through fulfills Selector to Ingram “RAMP” to Amazon with order Rafter order channel tracking “RAMP” info 13 Rafter Confidential & Proprietary | © 2012
  • 14. Amazon Marketplace- TikimanBooksOrder Process Order Process for AFN Orders Amazon Customer FBA Fulfills Delivered ToMarketplace Places Order Order Customer 14 Rafter Confidential & Proprietary | © 2012
  • 15. Cancellation or Modification Process 15 Rafter Confidential & Proprietary | © 2012
  • 16. Amazon Marketplace- TikimanBooksCancellation Process for the CustomerIf the customer would like to modify or cancel theorder, they are able to do so within 30 minutes ofplacing the order.Cancellations and modifications are NOT done by CS.The customer must cancel or modify the order fromtheir Amazon account. 16 Rafter Confidential & Proprietary | © 2012
  • 17. Amazon Marketplace- TikimanBooksCancellation Process for the CustomerWhen the customer is within the 30 minute period allowed tochange/modify the order, these options will be available from theirAmazon account: 17 Rafter Confidential & Proprietary | © 2012
  • 18. Amazon Marketplace- TikimanBooksCancellation Process for the CustomerIf the customer is outside of the 30 minute timeframe, we will be unable tomodify or cancel the order.The previous options available from the account will be removed and theywill now have these options: 18 Rafter Confidential & Proprietary | © 2012
  • 19. Amazon Marketplace- TikimanBooksCancellation Process for the CustomerRecap: If a customer logs into their Amazonaccount within 30 minutes from when the orderwas placed and selects to cancel or modifysomething, what do we have to do to makesure it is changed?NOTHING. This will happen automatically. 19 Rafter Confidential & Proprietary | © 2012
  • 20. Return Process for the Customer 20 Rafter Confidential & Proprietary | © 2012
  • 21. Amazon Marketplace- TikimanBooksReturn Process for CustomerIf the customer wants to return the book once it is received they will:-Log into the Amazon account-Selects “Your Accout”-Selects “Your Orders”The customer will then have a link to “Return Items”. 21 Rafter Confidential & Proprietary | © 2012
  • 22. Amazon Marketplace- TikimanBooksReturn Process for Customer 22 Rafter Confidential & Proprietary | © 2012
  • 23. Amazon Marketplace- TikimanBooksReturn Process for CustomerOnce the customer has completed the request, they will beadvised the seller has been notified. 23 Rafter Confidential & Proprietary | © 2012
  • 24. Return Process for Us 24 Rafter Confidential & Proprietary | © 2012
  • 25. Amazon Marketplace- TikimanBooksReturn Process for UsWe will receive a notification when the customer requests a return***Please be sure to copy the Order ID number for use in the nextsteps**** 25 Rafter Confidential & Proprietary | © 2012
  • 26. Amazon Marketplace- TikimanBooksReturn Process for UsWe have 3 different systems we use to processa return:-Seller Central (where we authorize therequest)-RAMP (where we enable the automatic return)-OPS (where we create the pending refund) 26 Rafter Confidential & Proprietary | © 2012
  • 27. Amazon Marketplace- TikimanBooksReturn Process for UsIn Seller Central, we will authorize the returnrequest by going to the Orders tab andselecting “Manage Returns” 27 Rafter Confidential & Proprietary | © 2012
  • 28. Amazon Marketplace- TikimanBooksReturn Process for Us You will be taken to a page to review all information, and then click “Authorize Request”. 28 Rafter Confidential & Proprietary | © 2012
  • 29. Amazon Marketplace- TikimanBooksReturn Process for Us You will get confirmation that the Return Authorization was Successful. The customer will be provided with a return shipping label template, but return shipping is NOT prepaid. 29 Rafter Confidential & Proprietary | © 2012
  • 30. Amazon Marketplace- TikimanBooksReturn Process for UsOpen RAMP in a new windowOnce in RAMP, enter the Order ID and click Search 30 Rafter Confidential & Proprietary | © 2012
  • 31. Amazon Marketplace- TikimanBooksReturn Process for Us 31 Rafter Confidential & Proprietary | © 2012
  • 32. Amazon Marketplace- TikimanBooksReturn Process for UsOnce you have selected “Enable Automatic Return” thefollowing screen will appear: 32 Rafter Confidential & Proprietary | © 2012
  • 33. Amazon Marketplace- TikimanBooksReturn Process for UsThe status in RAMP will be updated.Click the BookRenter Order Number to be directed to OPS. 33 Rafter Confidential & Proprietary | © 2012
  • 34. Amazon Marketplace- TikimanBooksReturn Process for UsIn OPS, we will now create a pending refund 34 Rafter Confidential & Proprietary | © 2012
  • 35. Amazon Marketplace- TikimanBooksReturn Process for Us 35 Rafter Confidential & Proprietary | © 2012
  • 36. Amazon Marketplace- TikimanBooksReturn Process for Us Return Request Steps We Enable theCustomer submits a We authorize We set up the return request Automatic through their the request in pending Return in Amazon account Seller Central refund in OPS RAMP 36 Rafter Confidential & Proprietary | © 2012