Tikimantraining

Amazon Marketplace
TikimanBooks
Presented By: Natalie Raasch

August 2, 2012

Rafter Confidential & Proprietary | © 2012

Amazon Marketplace- TikimanBooks

Agenda

 What is TikimanBooks?

 Order Process

 Cancellation or Modification Process

 Return Process for the Customer

 Return Process for Us

 Adjustments

 Questions?

2

What is TikimanBooks?
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What Is TikimanBooks?

 We are a seller in the Amazon Marketplace. Our
storefront is called TikimanBooks.

 Our storefront website is
www.amazon.com/shops/tikimanbook

 Our phone number for TikimanBooks is 888-254-
3375
- Calls must be answered, "Thank you for contacting
TikiManBooks, how may I help you?" BookRenter should not be
mentioned.

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This is what our storefront looks like on Amazon:

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Important Things to remember about TikimanBooks:

- The books are for purchase only. These are not rentals.

- We do not do any exchanges, only returns.

- Customer can return the book within 30 days

- Customers need to contact Amazon directly for issues with:
- Their Amazon log in
- Problems with the credit card not working
- Questions about charges on their card

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Order Process
7


Order Process

When the customer logs into their account on Amazon they can find a
book we offer in 2 ways:

1. They can search directly from our website :
www.amazon.com/shops/tikimanbook

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Order Process

2. They can go to Amazon.com and searched the used options and then
select TikimanBooks.

9


Order Process

Our orders are either fulfilled by:

– Amazon (AFN orders)

– By us, the Merchant (MFN orders)

All customer service for AFN orders is done by Amazon

10


Order Process

All MFN order descriptions will list that:
-Supplements are not included
-Orders take up to 2 business days to process

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Order Process

Customer have 3 shipping options available:

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Order Process

Order process for MFN orders

Amazon
API
ASN filters provides
Customer filtered Ingram
Distributor Order sent through ASN given customer
places through fulfills
Selector to Ingram “RAMP” to Amazon with
order Rafter order
channel tracking
“RAMP”
info

13


Order Process

Order Process for AFN Orders

Amazon Customer FBA Fulfills Delivered To
Marketplace Places Order Order Customer

14

Cancellation or Modification Process
15


Cancellation Process for the Customer

If the customer would like to modify or cancel the
order, they are able to do so within 30 minutes of
placing the order.

Cancellations and modifications are NOT done by CS.
The customer must cancel or modify the order from
their Amazon account.

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When the customer is within the 30 minute period allowed to
change/modify the order, these options will be available from their
Amazon account:

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If the customer is outside of the 30 minute timeframe, we will be unable to
modify or cancel the order.

The previous options available from the account will be removed and they
will now have these options:

18



Recap: If a customer logs into their Amazon
account within 30 minutes from when the order
was placed and selects to cancel or modify
something, what do we have to do to make
sure it is changed?

NOTHING. This will happen automatically.

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Return Process for the Customer
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Return Process for Customer

If the customer wants to return the book once it is received they will:
-Log into the Amazon account
-Selects “Your Accout”
-Selects “Your Orders”

The customer will then have a link to “Return Items”.

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Once the customer has completed the request, they will be
advised the seller has been notified.

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Return Process for Us
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We will receive a notification when the customer requests a return

***Please be sure to copy the Order ID number for use in the next
steps****

25



We have 3 different systems we use to process
a return:

-Seller Central (where we authorize the
request)

-RAMP (where we enable the automatic return)

-OPS (where we create the pending refund)

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In Seller Central, we will authorize the return
request by going to the Orders tab and
selecting “Manage Returns”

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You will be taken to a page to review all information, and
then click “Authorize Request”.

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You will get confirmation that the Return Authorization
was Successful.

The customer will be provided with a return shipping
label template, but return shipping is NOT prepaid.

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Open RAMP in a new window

Once in RAMP, enter the Order ID and click Search

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Once you have selected “Enable Automatic Return” the
following screen will appear:

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The status in RAMP will be updated.

Click the BookRenter Order Number to be directed to OPS.

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In OPS, we will now create a pending refund

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Return Request Steps

We Enable the
Customer submits a We authorize We set up the
return request Automatic
through their the request in pending
Return in
Amazon account Seller Central refund in OPS
RAMP

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