SPN guarantee program

What is the Service Guarantee program?

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.

What happens if the service partner fails to deliver on parameters agreed for the Service Guarantee?

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:

1. Raise a claim through Selling Partner Support: You can reach out to seller support using the path Contact us > Products and inventory > Investigate Other Product and Listings, Inventory Issues to raise a claim.
2. Raise a claim through the feedback link: You can also raise a guarantee claim through the feedback link you receive from Amazon Partner Network post the completion of the services by following the link which states “Raise a claim”.

While raising a claim through Amazon to the service provider, you will have to provide certain basic details such as a) name of the service partner who has offered the services to you, b) transaction invoice/payment receipt for payment made to the service partner for the services, c) scope of services agreed between you and the service partner, and (d) any other document as may be required by Amazon relating to the services for which the claim is being raised.

What are the guarantee parameters that a service provider will have to provide?

The following are the Service Guarantee parameters for each service:

Account Management

Listing Service
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
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
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
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
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
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.