Amazon surveys sellers on Seller Fulfillment solutions

Amazon is surveying sellers who fulfill their own orders (rather than using Amazon Fulfillment services) to gather feedback on Fulfillment by Merchant (FBM) solutions, as well as programs such as Seller Fulfilled Prime and Climate Pledge Friendly.

The survey aimed to measure sellers’ satisfaction with issues such as understanding Amazon fees and monitoring return shipping costs.

Amazon asked sellers about FBM order management and how they felt about configuring order fulfillment settings such as fulfillment time, order fulfillment capacity, business days, and cutoff dates.

They were also asked about their level of satisfaction with setting shipping preferences for FBM orders, including managing shipping templates, setting estimated transit times, selecting an affordable shipping method and purchasing shipping insurance options.

The survey asked about shipping FBM orders, from purchasing shipping labels to scheduling a shipment to be picked up by a carrier or dropped off at a courier company, as well as managing customer returns, from responding to information in AZ claims, filing SAFE-T refund claims and tracking refunds.

One area that certainly drew attention was Amazon’s question about sellers’ satisfaction with their account data and analytics, issue notifications and alerts, the effectiveness of customer service, and their ability to resolve issues themselves using the information available to them.

Amazon also asked sellers whether they were familiar with and utilized various features and services, including: Veeqo; Seller Fulfilled Prime (SFP); SAFE-T claims; Customer Service by Amazon; and Seller Support.

It’s always interesting to see what sellers ask about in their marketplace surveys, as they can sometimes reveal features and policies they’re considering implementing. In this case, one of the motivations for conducting the survey may have been to determine how well sellers are familiar with various features, perhaps to help determine where Amazon should focus its marketing efforts on sellers.