Service 06
After-sales
Multilingual customer care, review and returns management, account health monitoring. After-sales protects everything your advertising and listings have built.
Reputation and account health
80% of marketplace risk comes after the sale
One extra one-star review a month, an Order Defect Rate that’s too high, a poorly handled A-to-Z claim: a few mishandled incidents are all it takes to lose the BuyBox, organic ranking and end-customer trust. After-sales isn’t the “afterthought” of the business; it’s the foundation everything rests on.
Our customer care team works in the languages of the markets we manage, monitors account health metrics in real time, and handles complaints, reviews, claims and policy violations in line with Amazon SLAs (24h max).
What we solve
Signs of weak after-sales
Falling ratings
One-star reviews piling up with no seller response, recurring issues going unnoticed, products dropping below the rating threshold that matters to the algorithm.
Slow customer care
Responses beyond 24 hours, messages handled only in Italian, technical escalations that never reach the brand. Meeting response times directly affects account health.
Account health at risk
Open policy violations left unaddressed, threatened suspensions, performance metrics in the yellow zone. This is when a single mistake can shut down a marketplace account.
What’s included
A service built for marketplaces
Multilingual customer care
Customer replies in Italian, English, German, French and Spanish. Tone tailored to the client’s brand. Responses within 24 business hours, per marketplace SLAs.
Review management
Real-time review monitoring, responses to critical reviews, reporting of policy-violating reviews, Vine and Request a Review programs.
Account health monitoring
Monitoring of ODR, Late Shipment Rate, Cancellation Rate and Voice of the Customer, instant alerts on anomalies, recovery plans for critical metrics.
A-to-Z & dispute management
Defense of A-to-Z claims on Amazon, Vendor chargebacks, eBay disputes, AliExpress disputes. Documentation, evidence, structured appeals.
Listing violations & brand protection
Reporting of hijackers, abusive variations and counterfeits. BuyBox defense against unauthorized sellers. Project Zero and Transparency where applicable.
Voice of the Customer
Systematic analysis of negative feedback by category. Client reporting on recurring causes, with suggestions to improve products, packaging and instructions.
How we work
Day-to-day after-sales coverage
01
Onboarding
Product briefing for the customer care team, internal FAQ build-out, access to marketplace systems and brand channels.
02
Operations
Daily replies to customer messages, returns and dispute handling, review requests, metrics monitoring.
03
Escalation
Product bugs, recurring issues and complex A-to-Z cases escalated to the brand with a summary and a recommended action.
04
Reporting
Monthly report with customer care KPIs, customer voice and account health status.
FAQ
After-sales FAQ
Is customer care handled by an Italian team or offshore?
An in-house Italian team, with native-speaking agents for the other languages we cover. No generic offshore call centers: we want the people answering to know the product and the brand’s voice.
What are your response times?
Standard response SLA within 12 business hours, often within 6 in practice. A tighter window than Amazon’s 24h limit, which keeps the Contact Response Time metric in the green.
What happens if an account is suspended?
We build the Plan of Action Amazon requires, submit it on time and handle the negotiation with Account Health. Speed in the first 24–48 hours is critical.
How do you handle clearly fake or unfair reviews?
We dispute them following Amazon’s process (guideline violation, review unrelated to the product, suspicious behavior). Not all of them get removed, but a structured procedure significantly increases the removal rate.
Can I decide which messages you see and which you don’t?
Yes. Access is role-based, and escalation paths are defined together during onboarding: we agree on what we handle autonomously, what needs approval and what the brand always needs to see.
Want your account managed properly?
Free account health audit, with a review of ODR, reviews and listing violations. Half an hour together, no commitment.