The Service guarantee is a seller protection program that helps set the right expectations between the service provider and partner and a seller for a service regarding the delivery or fulfillment of a service order. A participating service provider agrees partner agrees to meet a minimum set of service delivery parameters and enables this to get enrolled in the program. The service provider establishes partner establishes these minimum guarantee parameters which are highlighted on their profile page under ‘Show details’.
Once a service partner is enrolled in the program, a ‘Service Guarantee’ badge is displayed on their profile page. A participating service partner agrees to meet a minimum set of service delivery parameters and enables this program. The service partner establishes these minimum guarantee parameters and they may vary from partner to partner.
For example, partner “A” may guarantee listing for 100 products in two days while partner “B” may guarantee cataloguing for 50 products in two days.
If the service partner does not meet the service parameters, you can raise a claim against them for the same. Amazon SPN Amazon Partner Network (APN) will work with you and the service provider topartner to check if a rework would resolve the issue. If you do not agree to a rework and if the guarantee service provider ispartner is found to be at fault and doesn’t meet the service parameters agreed upon before the start of the service, Amazon SPN Partner Network (APN) will refund the service order amount to you. If you are dissatisfied with the quality of service provided to you by an SPN Service Guarantee service provider, partner, you can raise a Guarantee claim against them through two channels:
The following are the Service Guarantee parameters for each service:
Listing Service | |||
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Boost parameters | Mandatory Status | Description | Value/Guarantee |
Data reports | Mandatory | Weekly reports consisting of Sales, new ASINs added/enhanced, out of stock selection, other actions taken on the account | Agree. |
Catalog Addition/Enhancement | Mandatory | XX ASINs per month | 150 ASINs/month. |
Buyer-Seller communication | Mandatory | Respond to buyer queries within 24 business hours | Agree. |
Sales Uplift | Mandatory | Ensure GMS increase of X% within XX days/month* (Excluding Amazon Sale period) | GMS increase of 30% in 2 months. |
Support under suspension | Mandatory | If suspended during account managed period, POA support will be offered free of cost (2 POAs) | Agree. |
*The service partner will study your account and will let you know if you are eligible to be covered under the APN Service Guarantee Program.
Listing Parameters | ||
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Parameter | Mandatory status | Description |
Quality | Mandatory | Amazon standard cataloging guidelines |
Pricing | Mandatory | As per partner pricing info mentioned below |
Timelines | Mandatory | For XX products within XX days |
Description length | Mandatory | Min 60-70 words |
Response time | Mandatory | All email communication will be responded within 1 business day. |
A+ Content Service | ||
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Parameter | Mandatory status | Description |
Quality | Mandatory | Amazon standard EBC guidelines |
Pricing | Mandatory | As per partner pricing info |
Timelines | Mandatory |
10 to 50 products in 3 business days. 50 to 100 products in 7 business days. More than 100 products in 10 business days. |
No. of Modules | Mandatory | 3 modules |
Response time | Mandatory | All email communication will be responded within 1 business day. (Monday to Friday) |
Imaging Service | ||
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Parameters | Mandatory status | Description |
Quality | Mandatory | Amazon standard image guidelines |
Pricing and # of angles | Mandatory | As per partner pricing info |
Timelines | Not mandatory | For XX product within XX days, (post products being received by partner till images are shared) |
Pick up | Not mandatory | Within 72 hours of order confirmation on email |
Drop | Not mandatory | Within 72 hours of payment confirmation post order completion (order completion defines approved images from seller) |
Response time | Mandatory | All email communication will be responded within 1 business day. |
Security Deposit | Mandatory |
Seller Reinstatement Service | ||
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SNR Parameters | ||
Parameter | Mandatory status | Description |
Pricing | Mandatory | As per partner pricing info mentioned below |
Timelines | Mandatory | POA completion within 4 days of complete documentation from seller. |
No. of Modifications on POA post submission | Mandatory | 3 |
Response time | Mandatory | All email communication will be responded within 1 business day(Monday - Friday) |
Refund | Mandatory | XX% refund in case of failure to reinstate after 45 days of payment.(minimum 50% or more) |
Advertising Optimization Service | |
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Parameters | Description |
Data Reports | Weekly data reports consisting of sales, spend, ACoS, number of ASINs advertised, new ASINs added, other actions taken on the account. |
Catalog penetration (No. of ASINs advertised/No. of ASINs eligible) | Service partner will ensure that the ASINs of the seller are advertised with your consent. |
Campaign TAT | Campaign will go live within 24 hours of seller inputs. |
ACoS | Minimum 100bps reduction in Advertising cost of sales (ACoS) or 10% increase in attributed sales. |