Frequently Asked Questions
Account Management
Amazon is a complex system with lots of moving pieces. Staying in sync makes for a great relationship and for long term success.
We perform a client questionnaire. A complete brand and account audit. Then we meet to align on long term goals and near term next steps.
- Your Amazon Account Manager will prepare and run your meetings, manage the execution of all agreed upon next steps, and keep you up to date on progress and reporting.
- You may also have a dedicated Advertising Manager that will become intimately familiar with your brand, your products, and your goals. They will coordinate directly with your Account Manager to achieve your agreed upon business objectives.
Your Account Manager will provide and review the reports that matter most to your business. Whether that is sales performance, inventory management, advertising analysis or profitability reporting.
We will meet weekly or every other week, depending on your needs, and the volume of work being performing each week.
Weekly and monthly deliverables are discussed during your weekly planning meetings. Completed updates are provided each meeting along with data & reporting to review your brand’s performance.
How does an agreement work?
We often start with a front-loaded period of high production, content creation, and account cleanup. This helps to drive results quickly. We then move into a mode of optimization and continual iteration.
Our minimum contract length is 6 months. This gives us time to implement meaningful changes on the front end, and time for those changes to deliver results.
Once the term of your contract is reached, your contract will renew for a successive term of similar length unless you give notice to cancel.
We will check in with you at the 60 day mark to re-align and ensure you are satisfied so far. If not, you are able to cancel early. Once your contract term is reached, you can cancel any time with 30 days notice.
Direct ACH transfer within 10 days of invoice receipt.
We are not able to offer refunds, but we will continue to revise any design and analysis outputs until you are fully satisfied.
Amazon Account Issues
Issues on Amazon come up when you least expect them and we work to resolve them quickly so your business is not impacted.
We are monitoring your account for issues every day. If issues arrive, your Account Manager will take action to resolve them. We will notify you and let you know of any issues requiring immediate attention, otherwise we’ll discuss it in the weekly meetings.
Yes, we can help troubleshoot and fix complex issues. Common complex issues include:
- Account health or product compliance issues.
- Recombining broken variation structure on listings
- Loss of ownership/control of your brand or listings
Some issues can be fixed in 24 hours, some complex issues that require multiple steps, or documents can take weeks for Amazon to resolve.
We can handle most things on your behalf. But if we need key documents from you, or specific business expertise, we’ll let you know.
All Amazon issues can be solved, but sometimes they may take a significant amount of time and effort. We know enough about Amazon and their support systems to tell you what can be resolved quickly, and what cannot. It’s our goal to set clear expectations and it’s our commitment to not give up until an issue is fixed!
Miscellaneous
Here, you will find the answers to some of the additional questions that clients ask us.
- Our expertise is Amazon. We can also provide support on Walmart by putting the optimizations we produce on Amazon, live on Walmart as well.
- We can help you coordinate driving traffic to Amazon from external channels (Google & Social) but we are not able to run those platforms.
We can provide content produced for Amazon for you to use on your website, but are not able to manage your website.
We can provide some guidance and recommendations to your team, but the regular production of design and graphic content will be produced by our design team that specializes in Amazon.
You are able join our Slack and communicate with your Account Manager. However, our teams are not able to join your platforms as this creates too many moving pieces for us to coordinate effectively.