What Amazon does well is get the customers for us, well i say us, they get them for themselves, and if they do not have the product, they can call on other sellers to fill the gap and therefore keep the customer coming back.
For us sellers, they make it easy for us to add products to the catalog, they make it easy for us to sell internationally.
In theory, they keep all sellers in check with the metrics and therefore raise customer services overall.
As a seller, when reading these boards, and read posts about account suspensions due to a customer complaining about a particular product, i think that Amazon must use a sledge hammer to crack a nut, but in reality for me, its happened 3 times and each time it was only the product itself that was suspended and then reinstated fairly quickly once evidence supplied.
When i changed bank accounts recently, i went through partial verification and was given 30 days to supply the documents requested,(it took 1 day), before my account would be suspended, but when you read some of the posts, you would be reluctant to change anything for fear of being suspended.
What i do not like about Amazon is the sanctions, perceived or otherwise, that we get for A-Z claims & negative feedback, not the ones we deserve, but the ones where the customer either opens an A-Z without contacting us or leaves a Negative feedback with a question like “wheres my Item”, again with no previous contact.
Its the silly, “sorry we cant do anything about it” response from Seller Support, when a customer request a cancellation of an order without using the correct Order Cancellation request and you have tried to get them to do it, to no avail so you have the choice of cancelling the order and receiving a defect or marking as dispatched and refunding and therefore paid Amazon some fees for the privilege.The evidence is there in Amazon messages!
We also sell on eBay and attend their Seller Council a couple of times during the year and the dialogue is definitely two way, we have the opportunity to bring up pain points for us and in return we give feedback on future plans. I feel listened to.
A couple of months ago i visited Amazon HQ in Holborn with about 40 other sellers, of which one was someone i knew from eBay seller council, and the atmosphere was completely different, there was an element of fear if you spoke up and complained about something, your name would be recorded and you would dealt with later!, when i plucked up enough courage (perhaps an over dramatization), to raise a concern about sending items like a £50 Disney ornament that comes in a gift box into FBA to discover that all Amazon do is stick a shipping label on the outside and put it into the post, i was categorically told that this does not happen, to which a few more sellers then risked going into the book by backing up what i raised.
There were a couple of other points raised and the impression i got was that Amazon employees there, absolutely firmly believed that what they were doing was a 100% the right and best way forward despite any concerns raised by sellers. I didn’t feel listed too.
In summery, i like most of the black & white approach Amazon have on most things, but occasionally there is some Gray.