FAQ
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Frequently Asked Questions
Straight answers to the questions sellers ask before working with us.
How quickly can you get started?
Once we have completed a discovery call and agreed on scope, we typically onboard within 5-7 business days. Onboarding includes access setup, an account audit, and a kickoff call to align on priorities.
What access do you need to our Amazon account?
We work within Seller Central using user permissions; you add us as a user with the access level appropriate to the scope of our engagement. You retain full ownership and control of your account at all times.
Do you work with sellers on all Amazon marketplaces?
Yes. We support sellers across North American, UK, and European marketplaces, and we are equipped to manage multi-marketplace accounts simultaneously.
Do we have to take all three service pillars, or can we start with one?
You can engage us for a single pillar or any combination. Some clients start with a reimbursements audit before expanding to full account management. We are flexible on scope.
Do you manage PPC / advertising?
Our focus is account management, reimbursements, and listings. However, we have partners who can take care of your PPC needs and we would be happy to connect you.
Do you handle product sourcing or supplier relationships?
No. We are focused on the Amazon channel; what happens inside Seller Central. Sourcing and supply chain remain with you.
What happens if there is an account suspension?
Account suspensions are high-priority situations. We will work with you to understand the root cause, prepare the appeal, and manage the reinstatement process. Suspension response is included within account management engagements.
How far back can you audit for reimbursements?
Amazon’s reimbursement claim window is generally 18 months for most claim types. We audit as far back as the window allows on the initial engagement.
Will filing reimbursement claims create any risk for our account?
No. All claims we file are within Amazon’s stated policies and processes. We do not use any methods that put your account at risk.
How will we know what you are doing?
You will receive regular reporting covering account health status, actions taken, open cases, listings status, and reimbursements progress. We also communicate proactively whenever something requires your attention or input.
Who is our point of contact?
You will have a dedicated point of contact who is accountable for your account; not a rotating support queue.
What communication channels do you use?
We work across email and scheduled calls; whichever works best for you.
What does it cost?
Pricing is based on account size and scope of engagement. We provide a tailored proposal after the discovery call once we understand your specific situation.
Is there a minimum contract term?
We ask for an initial three-month commitment to allow enough time to audit, implement, and show measurable progress. After that, we work on a rolling monthly basis.
What if we want to stop?
After the initial term, you can exit with 30 days notice. We will ensure a clean handover of everything we have built and documented for your account.
What happens if there is an account suspension?
Account suspensions are high-priority situations. We will work with you to understand the root cause, prepare the appeal, and manage the reinstatement process. Suspension response is included within account management engagements.