FAQ Archives

Amazon requires a response within 24 hours. We like to get back to customers within 12 hours for any new buyer messages and within 2-4 hours for a follow-up response. Our emails are connected to each account to monitor for any new responses coming through in real-time. The response times can vary depending on theContinue reading “What is your average response time for answering customer questions?”

Yes, our team has the capability to answer customer inquiries on your behalf on the weekends. This is negotiated during our contract discussions if it is an area you are interested in having us manage for you.

The first thing we recommend is looking at whether your ERP connection has the correct fulfillment setting for the SKU. If the ERP tries to update available inventory for that SKU, it will auto convert it to FBM – then you’re stuck trying to ship product out direct to consumer and potentially dealing with cancelledContinue reading “Why are our products switching from FBA to FBM automatically even after we convert back to FBA?”

Amazon Vendor Central can implement a soft suppression of your listing or you may receive andon cords via email where there is a high rate of return due to a particular customer complaint. If you are not set up to receive those emails, which can be hidden in the contact settings of Vendor Central, orContinue reading “Why is our product not appearing on the Amazon listing even though we have available inventory?”

This is something that can be managed by providing the necessary case pack information in a case to Amazon using their specific field names or through setting up package hierarchies. Package hierarchies setup has a different meaning in Seller Central than it does in Vendor Central. Our team has successfully audited and set this upContinue reading “How do I get Amazon to order my products in the correct case pack quantities?”

This is a common issue that can be due to a few reasons, most often being that the backend details of the product listing were not filled in accurately to give Amazon the details they need to know your products can be shipped with the UPC instead of the Amazon label, but occasionally it isContinue reading “We want to ship our products with our UPCs instead of using FNSKU labels, but Amazon is saying they are ineligible. Is that something Brandwoven can resolve?”

This can depend on the order in which you set up your selling account, listed your products, and got your Brand Registry connected. Most of the time, if your Brand Registry account is appropriately connected first and products are listed afterward, the approval request should be automatically approved. That being said, very nuanced Amazon-specific issuesContinue reading “Why is Amazon telling me I need approval to list products under our own brand even though we are setup with Brand Registry?”

The advertising console is the platform where your brand store is set up and occasionally not all the necessary users are added to all Seller Central, Vendor Central, Brand Registry, and the ad console. If they are not consistent, then you will need to find the admin of each website and add the necessary users.Continue reading “Why don’t I have access to view or edit my brand store?”

Of course! We have a shipping and logistics team available to answer questions and connect directly with your operations team to discuss capabilities and options available to you – whether it be in-house QR codes for case labels, adding FNSKU’s directly to your product packaging, or labelling for cases and pallets.

We have a team of creative troubleshooters that are always available to help navigate all of the challenges connected to effective and efficient marketplace management. The Amazon connection is usually pretty straightforward, though sometimes issues arise where ERP systems are automatically converting listings to FBM, or the SKU is different in your ERP than onContinue reading “Can you help us connect our ERP system to Amazon?”