Our client is a well-known cosmetics company with a global presence. They provide a range of hair color, skincare, make-up, perfume, and hair care products. Their brand is popularly known for delivering quality products at affordable pricing. As an established company, the client has a prominent presence on Amazon and utilizes Amazon's Vendor Central platform for selling its products.
As a leading beauty brand on Amazon, our client was struggling to manage their vendor account efficiently. Issues like order cancellations, product returns, pricing errors, listing mistakes, shipping problems, and customer inquiries were proving difficult to handle. This needed immediate attention and quick resolution for case creation and management.
On Amazon Vendor Central, each case type has specific requirements and procedures that must be followed to ensure a quick and positive resolution. Our client needed help streamlining this complex case management process & thus turned to our Amazon Vendor Central management services for assistance.
Before the client reached out to SunTec India, they had an internal team for case management. However, they were facing constant delays and persisting issues in resolving account-related problems. Hence, they decided to outsource this task to us.
A few challenges involved in this project were:
We delegated a team of four dedicated Amazon Vendor Central experts for the project. The client provided our team with rigorous training on its product line and expected prompt and quick resolution.
In order to effectively collaborate, track time, and manage operations, the client used the 'Avaza tool.' We provided all the necessary details of the team members for setting up the PMA logins and account logins. The client further provided extensive resource training to equip our professional with complete knowledge of the product line, usage of the PMA tool, and proprietary multi-channel marketplace management platforms usage.
To initiate vendor support cases, our team accesses the client's Vendor Central account. We contact Amazon either by selecting "Support" in the Vendor Central account or following the quick link "Review support cases" on the homepage to land on the case overview page, where we place a new query.
Our experts prioritize timeliness when managing vendor support cases. We stay up-to-date on the case details to enable prompt, informed responses. As soon as we receive a response from Amazon's team, we immediately evaluate their answer. If needed, we provide them with further information or supporting documents to get the fastest possible resolution.
Records of all case-related information, including dates, timelines, detail of conversations, etc., are maintained in detail. This provides reference material to revisit unresolved cases. It also helps us analyze case trends, feedback, and areas for improvement to prevent similar issues from arising in the future.
For complex cases with multiple needs, simply creating a case doesn't help. In such instances, we utilize Vendor Central's escalation protocols as required. This primarily involves reaching out to Amazon's support representatives or other departments for assistance, as needed.