The reality of living with Amazon seller metrics
Amazon require all seller to answer questions from buyers within 24 hours. If you fail to do so then your seller metrics will start to suffer in which case you risk being restricted from selling on the site.
I’ve heard a number of sellers with the complaint that this is one of the most difficult parts of trading on Amazon to handle. It’s fine during the week, everyone is working but for small companies who often only have one person to answer questions it becomes a regular Saturday and Sunday chore meaning you can never escape from your business and have a day off.
Small business owners need time away from the business and if you go for a weekend away you don’t really want to suspend all of your Amazon listings just in case a potential buyer asks a question. Equally you don’t want your weekend to be ruined by coming back to find your metrics are shot to pieces because you missed a couple of questions.
Last night at the London eBay Seller Meetup group a marketplaces seller shared his solution. Once a day on Saturday and Sunday he logs into his Amazon account and marks every single outstanding question as “Does not require an answer”. It takes a few minutes and whilst he’d prefer not to do it at all it does keep his metrics in order. Then on Monday morning the first task of the day is to go to the gmail account where all his Amazon questions arrive and send replies to those customers who need one.
If you mark a question as not needing a reply don’t forget that question will disappear from Amazon so you need the back up of email so that you can respond to your customers.
This isn’t a solution I’d want to recommend, ideally you’ll have staff working 7 days a week. Alternatively Amazon could give a little leeway at weekends to allow sole traders and small businesses a day off. However if you really do want to escape so long as someone in the company can mark questions as dealt with it is one way of taking some time out from your business without finding your account suffers because you needed a break.