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Useful Links and Info for Doing Business on Amazon

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Hello Amazon sellers, we think you may like to have these useful links and info for doing business on Amazon:

1. Amazon Best Sellers by Category：www.amazon.com/Best-Sellers/zgbs

2. Report Infringement：www.amazon.com/gp/help/reports/infringement

3. Amazon Global Selling：https://services.amazon.com/global-selling

4. How to become an Amazon Business seller：https://services.amazon.com/amazon-business.html

5. Buyers can submit feedback directly through this link：www.amazon.com/gp/feedback/leave-consolidated-feedback.html

6. Buyers can submit review directly through this link：www.amazon.com/review/review-your-purchases#

7. Selling on Amazon Fee Schedule：https://sellercentral.amazon.com/gp/help/200336920

8. Categories and products requiring approval：https://sellercentral.amazon.com/gp/help/200333160

9. To view your selling applications：https://sellercentral.amazon.com/hz/myqdashboard

10. Amazon Exclusives Program：https://sellercentral.amazon.com/gp/help/202033750

11. United States Patent and Trademark Office(USPTO) Trademark Search： http://tmsearch.uspto.gov ，Click Basic Word Mark Search (New User)，enter Search Term，Click Submit Query

12. Contact Amazon by Email:
pq-review@amazon.co.uk
notice@amazon.com
investigate@amazon.com
seller-evaluation@amazon
seller-verification-enquiry@amazon.co.uk

More useful resources and info will be composed and posted, please stay tuned.

How much does it cost you to go out of stock on Amazon?

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As Amazon sellers, we all hope to receive numerous orders every day, but we are also afraid of inventory going out of stock too soon. The shortage of inventory supply indicates that you are not in control of your supply chain, and because you are out of stock, all the traffic you used to get are all going to others’ listings now. The sellers who used to rank behind you now have the chance to surpass you. If it happens during the busy holiday season when it takes longer than usual for Amazon fulfillment centers to receive inventory, then you certainly will be out of stock for that whole period. Just because of that, your listing seller rank/page rank that has been created with so many efforts put in could be possibly taken over by others.

According to the rules of the Amazon platform, the most important factors affecting the quality of the listing include sales volume, conversion rate, review star rating and quantity available, total sales, etc. Therefore, to restore the sales and ranking of the listing, the seller needs to reboost the listing according to the above factors.

How much can you lose from inventory out of stock?

How big is the loss from your bestselling product being out of stock? This is a subjective question, which is a bit complicated to calculate because the determinant business factors are difficult to record in a table, such as profit, expenses, transportation costs, ordering lead time, delivery time, physical inventory, operating costs, capital costs…

For the estimating of the loss of inventory out of stock, the simplest method is to calculate all costs, and finally find out how much the cost is!

The stocking itself is also a money drain, which goes deeper as the business progresses. Why? Because keeping inventory in stock requires a lot of money, and your listing must be In Stock. If your listing is out of stock, please translate it automatically as “Your listing ranking is going to slump.”

Compared to FBM listings, the impact of stock out on FBA listings would be much greater. Just think about the FBA replenishment process: sorting, labeling, packaging, shipping, waiting, Amazon processing. It takes a lot of time to complete the whole process, which could be doubled when it happens before and after the holidays. If the new sellers are not skillful in playing with FBA, they definitely will go through a painful and tortuous learning process.

Some sellers believe that ‘anyway, my product is a hot seller, it’s no big deal to have several days of out of stock for when I once replenish the stock, the high sales volume would make my ranking top again. Don’t be silly anymore, just at the time you are busy preparing the packages, your competitors also get their sales increased. It takes at least 2 weeks for you to replenish the inventory. During the period from shipment arrived at a fulfillment center until sales volume comes back to normal, it is possible that your competitor already knocked your listings out of the first page. It is very difficult to boost up your page rank back to where it was when your best player(seller) was out of the game for that long time. In addition, the most obvious disadvantage of long-term goods supply shortage is the loss of many customers.

Don’t even think that “Inventory temporarily out of stock” could lead to “hunger marketing.” The product itself may be a hot seller, but it is not that you as the seller being hot in this business. Frequent out-of-stock can lead to instability in the customer base. If the seller is always out-of-stock, his customers will not hesitate to turn to the other comparable products, and that is the greatest loss a seller can suffer for a long time.

 

 

Common Countermeasures for Malicious Competition among Amazon Sellers (2nd Half)

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6.Return with Counterfeit

These malicious sellers will buy the products from their competitors and then purchase cheaper ones or counterfeits from other places. When the authentic products arrive, they will replace them with the cheaper ones and claim that the products they received are not authentic. Then, the cheaper versions or counterfeits are returned for a refund while the authentic products are kept for resale.

Later, these scammers will comment on the listing that the product they received were not matching the description or counterfeits, or report directly to Amazon, any of which may lead Amazon to suspend the seller’s account because Amazon always takes counterfeit issues seriously.

According to Steven Thompson, Thompson and Holt’s consultant of Amazon account freezing, he handled nearly 50-60 similar cases this year alone where counterfeit disputes arose because of malicious false claims filed by competitors.

Countermeasures:

This scam is easy to identify, for the seller will find that the product is not what he sent out when he receives the returned goods (FBM).

While the seller may not be aware that it’s a trick played by the competitor in the first place, because the buyer may just look like any one of those grumpy buyers. Therefore, the seller needs some skills to identify whether the buyer is one of his competitors.

Even the seller finds out that it is his competitor making the trouble; he still cannot use this as a reason to ask Amazon to unsuspend the account. The best way for a seller to recovery the account is to just take the responsibility even it’s not his mistakes.

How to recovery your seller accounts:

If your Amazon seller account is suspended because of such scam, it’s better to submit the Plan of Action (POA), summarizing how will you improve, most importantly, illustrating the products were indeed from authorized distributors.

While it’s hard to completely prevent such scams, yet sellers can take some measures to reduce the impact. They can keep the all the purchasing receipts, which can eventually prove that all you products were from authorized distributors.

Retail arbitrage sellers are more vulnerable to such scams, for they purchased products from other retailers, but not from authorized distributors instead. Amazon does not approve legitimacy of such receipts, so it is difficult for arbitrage sellers to prove the authenticity of their products.

7.Abuse of Brand Registry by Registering Competitor’s Trademarks

Brand Registry is a powerful tool for Amazon to crack down on counterfeited goods, while some sellers may use this to crush all the competitors with a well-designed process.

If you are a seller on Amazon US selling your own private labeled products and use an all-purpose trademark, you need to register your trademark with US Patent and Trademark Office. Some malicious competitors will find all ways to take over your listing and your brand while registering your trademark as theirs is the easiest way.

8.Price Manipulation

These sellers like to push competitors out of the first page of search results with several seller accounts posting multiple listings, or directly take down the competitors with a price war.

The stories about malicious behaviors such as the abuse of the brand registry, the preemptive registration of competitor’s trademarks and the manipulation on product price and so on are endless. To deal with such matters, most sellers can appeal to Amazon to protect their own accounts if there are no wrongdoings in their operations.

Illegal practices may occur when a market becomes profitable. Some companies even use software to spy on their competitors’ stores and such behaviors should be blamed. They’d better spend more time in developing more products, optimizing account performance and building their own brands.

Common Countermeasures for Malicious Competition among Amazon Sellers (1st Half)

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It is normal for Amazon sellers to compete aggressively against each other, and sometimes they achieve self-improvements by learning from opponents. However, some sellers knock down their opponents by various malicious acts, and these acts all comply with Amazon’s policy. What should we do in this case? Let’s take a look!

Common Malicious Acts of Vicious Sellers

 1.Piggybacking

Allowing different sellers compete on the same listing is a unique thing of Amazon. Many private label sellers have been confused that most often their accounts got suspended due to selling on other’s listing, but Amazon still encourages you to do that, which is a very contradictory thing. The intention of Amazon’s selling same products on one listing policy is to encourage price competition among different sellers of the same brand, to benefit consumers and increase the attractiveness of the Amazon platform.

To fundamentally prevent piggybacking or hijacking, Amazon sellers should start from their own products, do a good job in differentiated product selection, develop their own designs instead of following what everyone is producing, and eventually establish the brand awareness. This is the only way to keep the piggybackers away from your listing!

If you see someone is piggbacking on your listing, the first thing to do is to contact that seller and request him to remove his inventory off your listing by sending a cease and desist letter; You will let the seller know the possible consequences of this unauthorized selling act. You can use the following email template as a reference.

 

Dear “ B”,

 

It has come to our attention that “ B ” is using the ” A ” trade mark without license or prior written authorization from ” A “.

 

“A ” holds federal trademark registrations in the United States. So“ B ” listings violate ” A ” trademark and intellectual property rights. You are also in breach of Amazon’s Participation Agreement.

 

Therefore, we demand that you immediately remove all listings on Amazon.com in which“ B ”utilizes our trademarks and images protected by copyright.

 

“ B ”currently has at least one listing onAmazon.com for products that utilize“ A’s” trademarks and/or copyrights without authorization. See the following ASIN: ××××××××××。

 

“A ” is the only entity authorized to provide authorization to sell its products on Amazon.com. Your listing constitutes a violation of ” A’s” trademark rights, copyrights, and Amazon’s Participation Agreement.

 

“ B ”’s infringing listings must be removed immediately to prevent damage to ” A ” brand and lost sales.

 

While” A ” has many options available under this state. But we would prefer to resolve this matter amicably. Please confirm to us in writing within24 hours, that you have:

 

(1)Removed all of ” A’s ” trademarks and copyright material from your Amazon.com listings and any other website or public display you operate;

 

(2)Removed all of ” A’s ” listings of products it claims to be associated with “A’s “, including but not limited to the ASINs listed above

 

Failure to take action within 24 hours will force us to report this serious violation to the Amazon seller performance team. This is licensed products to Amazon.com as well, Amazon seller performance team will take such violations very seriously, possibly resulting in removal of your selling privileges on Amazon.com.

 

Thank you for your attention to this matter. Please contact us if you have any questions.

 

Legal on behalf of “A”

If that seller ignores the warning, you can proceed to test buy their product. Buying their products is for you to have proof to report that the piggybacker’s product has problems or involves infringements. Contact Amazon’s Seller Performance Team by clicking the URL link: http://www.amazon.com/gp/help/reports/contact-us, and select “Report a violation of our rules”.

Some sellers have been piggybacking on other’s listings for a long time that they are experienced enough to realize that this is a test buy and may change their store names immediately, so that the your complaint may be useless if you referred this infringer by their store name only. However, although the store name can be changed anytime, the Seller ID can’t be changed.

 

At the same time, you should start writing reports that the products sold by the piggybacker does not match your product description and attach photos as evidence. You need to describe in detail the differences between the products sold by the other sellers and your genuine products. Your complaint in email must be reasonably stated. To quickly resolve the problem, you should promptly provide the following information to Amazon Customer Service:

 

1、The ASIN/ISBN of the item’s detail page and the product title

2、The store or business name of the seller you are reporting

3、Your test buy order ID

4、A concise explanation of the violation

Ps: Do not mention “Trademark” or “Copyright” in the complaint email, otherwise it will be forwarded to Amazon’s Legal Department and your complaint will never be looked at. As for test buy order, you can request a return for refund and ask the seller to pay for the return shipping.

If Amazon agrees with you after the investigation, the piggy backer will be required to remove products off your listing immediately.

Amazon may also give you a reply saying sorry, we can’t help you. In this case, you can make a another complaint as the rights owner. Here is the link: https://www.amazon.com/gp/help/reports/infringement

If you have registered a trademark, the success rate of complaints through this portal is about 90%. If the complaint fails, you can turn to another Amazon customer service representative and reopen a complaint case.

2.Malicious infringement complaint

Some people buy your products, find flaws and report against you or even blackmail you.

These are unruly sellers who pretend to be brand owners who target at your products. They use Amazon’s infringement claim to report your products, claiming your products have infringed their rights. Amazon usually takes action quickly by suspending your ASIN until the real brand owner contacts Amazon that you were actually authorized to sell the products.

How to deal with that?

There are some methods for you to judge whether you are the target of such trick and the complaint is false. First, if there is no response from the “brand owner” e-mail address provided by Amazon, you should be suspicious, as a real brand owner is definitely trying to solve the problem.

It is better to contact the brand owners directly since they will tell you whether they made the complaint against you or not. Then you only need to have the brand owner contact Amazon to clarify that they are the legitimate right owner and they have never filed the complaint. This will help your ASIN return to normal.

In another situation, that as a seller, you are also the brand owner. It is not uncommon for a competitor to file an infringement claim against the seller who actually owns the product. The effect of such cases is as same as what we have mentioned above, and you need to make Amazon believe you are the real brand owner.

  1. At first, you need to self-assess whether you have infringed copyrights of others or now. If not, or there is a letter of authorization from the rights owner, you can communicate with Amazon directly and provide all evidence to support yourself.
  1. Check the other party’s trademark application. If the other party provides patent details, confirmed that your product did infringe their copyright or patent, in which case your product will be removed from the listing directly. At this time, you should actively communicate with the complaining party to see if they can withdraw their lawsuit by you signing a guarantee not to sell or accepting a compensation. If the other party requires large compensation, you should assess whether your account is worth saving or you can ask the intellectual property lawyer to communicate on your behalf. If you can afford the cost of the account being suspended, you can wait until the rights owner resolves the matter and then write a specific Plan of Action (POA), including property owners agreeing to withdraw complaints; If the complaint is not revoked, submit a detailed list of steps to Amazon to indicate what measures you and your lawyers are taking to avoid future infringements or to prove the irrationality of the complaint.
  1. If your listing was directly removed and the other party refuses to provide the patent details when contacting them, you can contact Amazon to inform that the other party may be maliciously harassing and refuse to provide any proof of infringement and require Amazon to resume your selling privilege.

3.Post Reviews on Competitor’s Listing

Some sellers give themselves good reviews and give their competitor critical reviews. Some give their competitors good reviews, and they do it in a very obvious way, that Amazon will notice and step in.

Malicious sellers will create multiple new buyer accounts that are not associated with the seller’s account in any way and begin to leave critical reviews to competitors. The critical review may be about the quality of the product or function issues.

Once reviews have been posted, these sellers often use other buyer accounts, even their friends, and family members, to vote helpfulness of critical reviews, to make the critical reviews look real. Such reviews will lead other buyers to choose your competitors because of the concerns around the product, causing your sales to fall.

Countermeasures: It is already difficult for sellers to judge whether the review is true or not, and it is even more difficult to prove the review is from the competitor. The seller must raise doubts if the negative review did not request a refund or provide contact information. Generally speaking, if the product is meeting expectation, consumers will always want a refund first.

If the seller sees such reviews or notices an unusual number of reviews and votes, then the case can be submitted to the Amazon Product Review Abuse team using the “report abuse” button.

People have been always complaining about review abuse, but in general, Amazon focuses more on combating fake orders and brushing scheme and pays less attention to critical reviews.

4.Malicious ad click

Some time ago Amazon refunded the click fees of many invalid ad clicks to sellers. What should you do if your competitors keep clicking your ads viciously?

Ads can drive traffics and increase sales, but competitors’ malicious clicks may lead to a high click-through rate with a low conversion rate, thus reducing the listing relevancy and leading to the ranking drop.

Solutions:

Determine the following aspects if the ads clicks are from malicious competitors:

(1) Spike of ad clicks at some period

(2) Vicious click through software scripts

(3) invalid clicks

(4) A large number of repeated clicks at some period

If you find your ads are maliciously clicked, you can immediately appeal to Amazon Seller Support.

Steps: Get support->Contact us->Sponsored Products-> Basic Settings or Account Issues; send an email.

Note: Amazon doesn’t reply sellers’ complain in time, so you’d better file complains actively and be sincere. This is an important step to draw Amazon’s attention!

5.Listing hijacking

There are many ways to hijack and control non-branded listings.

  1. Send products that are slightly different to customers when selling on competitor’s listing to increase the probability of customers’ giving critical reviews and decrease the rank of listings.
  1. Send a listing modification request to Amazon against competitor’s listing; as a result, the other sellers’ products become inconsistent with the description. Or add brand words by modifying product titles, causing the listing to be reported.

Whether you are the original creator of the listing, you must check constantly whether the pictures, titles or descriptions are been modified, for any other seller can request Amazon to modify the listing and it is Amazon’s robot algorithm that reviews the these requests. Any marketplace platform is a double-edged sword, yet the opportunities and risks of Amazon are more polarized. Third-party sellers should have control of the FBA inventory, and operate with multiple accounts and on multiple platforms so the eggs are not in the same basket.

To be continued…

Risky Brushing Schemes Can Never be Trusted — Successful Sellers Now Applying “Fan Based Closed Circle” Strategy on Amazon

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Recently, bad news sprang up frequently in the cross-border ecommerce community: Here was the storm of Amazon removing reviews, that small or big sellers’ number of reviews sharply decreased or even completely removed; some large business’s account was suspended due to policy violations. It can be seen that black hat techniques may win for a time, but it will not last for long. The seller can only cultivate real reviews by continuously accumulating fan base resources though policy compliant ways.

“Fan Based Close Circle” strategy can develop fans network that is secure and with high royalty.

It is actually easy to see that most “involved” sellers have something in common: they rise up and progress quickly with great sales momentum, by using some kind of high-risk resources, and then prompt the overall performance within a certain category. As a result, these unusual remarkable performances easily attracted Amazon’s attention.

In nowadays environment of Amazon advocating compliant operations, many big sellers have already abandoned the “adventurous” gameplay and turned to accumulate and develop their own customer base which can be a resource for their businesses in many ways. Thus, it is called ” Fan Based Closed Circle ” strategy.

As a matter of fact, many sellers are already applying this strategy. The difference lies in how much cost and manpower they have invested. Some sellers use a relatively basic strategy. In other words, the contact information of the purchaser can be obtained through the information in the existing orders, for sellers to use some other tools or channels (such as SNS) to build communication with users.

Design the relativeness of listings, and complete relevant actions of “fan base development”

While Amazon platform restricts posting reviews and suspend accounts from time to time, leaving many sellers in a desperate situation with no review and no traffic for their products. For survival in today’s fierce competition, they have to expand their own market and re-cultivate “the deserted farm”.

A seller stated that he was developing student group networking resources and conduct a small-scale free product testing, and the result was quite good. He started implementing this method from last month by himself and successfully gained 30 fans who can help to complete product reviews for ten products.

As he said, the advantage of this strategy was based on security of the buyer’s account. Encourage these buyers to participate activities such as clicking helpful button, posting FAQ, Facebook sharing, giving discount promotions, product give-away, posting off-site influencer videos, and relevant activities to engage more fans and increase activeness of fans, thus achieve the goal of controlling product traffic and conversion.

At the same time, he also emphasized that the purpose of developing fans is also to build up the relativeness of listings. He also use crawler tools to crawl user information on eBay, Amazon and other platforms to create relevant contents. “For example, if a customer purchases a hot-selling product A, meanwhile this buyer buys/saves my product B, then there will be high relativeness to be established between both on Amazon. Eventually B product will show up on the product A page as a frequently bought together item or in the other page sections.”

A brief summary in the end, the so-called “Fan Based Closed Circle” means a cyclic process “attract fans – educate fans—fans conversion—fans retention— brand cognition and fans spread brand awareness”, which is a safe and repeatable business model involving no rule-breaking operation.

Three Tips that Sellers Have to Know to Increase Sales on Amazon by Differentiating Products

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More and more people started to lose confidence in selling products in Amazon, which is due to nothing but poor sales performance. How could you succeed on Amazon without determination? Today I will share some experience with you to give everyone more confidence.

As stated in a letter from Amazon to shareholders lately, ” More than half of the sales on the store’s website came from third-party sellers on Marketplace.” Amazon is witnessing increased competition. Many seemingly promising markets can soon become saturated. To follow the step of Amazon, sellers must find new methods to improve products while maintaining low-cost.

This article will introduce the three simple tips, to help sellers to increase sales volume by differentiating products. These methods are not only applicable to sellers who just started purchasing products, but also to the sellers who have begun to sell products.

Tip 1 — To see what is not available on the market before making purchase

When sellers narrow down their product selection and plan to enter a market, first of all, they should look at the reviews on competitors’ listings, and pay attention to complaints and critical reviews, and gain a understanding of the products. For example, whether the product is cheap and easy to break? Whether consumers think that the price is a little bit too high or they actually want a different product?

After determining commonly seen critical reviews, sellers can ask suppliers if they can make improvements on these shortcomings. Meanwhile, they should ensure that the improvement of products will not cost too much. In doing so, sellers can make sure the cost is still low enough to maintain competitive pricing in the market.

In other words, if the price of a product is 3 dollars, then don’t invest 2 dollars to improve it. You should improve the bestselling products in the market while maintaining low cost.

You should ensure that the modification meets demands of the market. Don’t ask a supplier to produce the light green lemon juicer just because you like it. You should conduct market research first and make sure that product can sell in the market.

You also can conduct keywords research, to see if it is necessary to change the product features. For example, you can study relevant keywords search of iPhone cases. Then you will find that iphone 6s case blue is searched for 1,660 times every month, while blue iphone 6s case is searched for 2,494 times every month.

This indicates that there is a big demand for blue iPhone cases. However, in the search results of the first page, only 2 iPhone cases are blue. From the search volume every month, you can see that blue probably is a popular color.

It is very meaningful to do these researches during the procurement process. This allows sellers to assess the cost of differentiating a product before entering into a market. If a seller has already started to sell the products, a survey is also meaningful.

Sellers can ask suppliers to tweak products at any time to make necessary improvements. This seems nitpicking, but every improvement shall help sellers to increase sales on Amazon.

Tip 2 — Show high quality photos to consumers

Good photos also can make your products look special. Have some high quality photos in place is still the best way to make your products stand out in search results.

If you can’t take good photos by yourself, find some good photo studios to take photos for you. The main images of products determine the first impressions to your consumers, since consumers can only see them in the search results page. You can buy some professionally taken photos and test them respectively, to find the ones with highest click through rates.


Most FBA sellers on Amazon underestimated the importance of product images, which are crucial for increasing product sales. This is the consumer’s first impression of the product. Before seeing the price, the consumer will see the picture.

Product images with high click through rate and conversion rate generally include the following elements:

1. No flaws, professionally edited, pure white background.

2.Neat, clean, with accurate description

3.Display all relevant information about the products that are needed by consumers for making decision.

Rich information of photos does not mean to add information in images. Adding excessive texts on main images violates Amazon’s product images requirements, and looks tacky, messy and unprofessional.

Only attracting consumers to click product page is not enough. After they enter into detailed pages of products, life-oriented photos can be used to help consumers to understand the use methods and sizes of products, and what they look like in life.

Tip 3 — Use Sponsored Ads to Increase Exposure

Only listing products on Amazon but not doing any marketing and promotion is not enough. Sellers should makre sure that consumers can reach the products through Sponsored Ads.

Even if a seller’s product has ranked No.1 in keywords search results, he still can increase product exposure and sales volume on Amazon with Sponsored Ads. Sellers can seek top searched keywords relating to the products through keywords research and key in the found keywords as broad match in Amazon’s sponsored product ads settings. They can run the ads for a week or a longer period, to test which keywords are generating most product sales.

Look for the best performing keywords in broad match ads, and put them in phrase match ads group with higher bids. Evaluate the performance after running ads for a week. If the keywords are performing well, you can put them in exact match ads group.

In this way, your Amazon ads costs can gradually reach the minimum, and your sales in Amazon will be optimized. When you find the most appropriate keywords, you can minimize the costs while maximize the return. A small investment of advertisement expense can greatly increase your product exposure, sales and overall ranking of products.

Amazon Brutally Deleting Reviews, How Can New Listings Gain Reviews?

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Recently, Amazon is deleting reviews in large-scale has frightened many sellers. Those who used to acquire reviews through a shortcut now totally have no idea how to promote their new products. As early as last year, Amazon pulled the plug on all the incentivized reviews, and rolled out their own version as Early Reviewer Program. Many sellers may not have a clear understanding of this official program till now, but it is worth a try since the blow is becoming stricter.
Read More

This is Where the Traffic of 90% of Your Amazon Orders Came From

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This is Where the Traffic of 90% of Your Amazon Orders Came From

Where would the traffics to your Amazon listings come from? Many people may give the following answers:

1. Traffic from keyword search result ranking;
2. Traffic from “Also bought” and “Also viewed” sections.
3. Traffic from Frequently Bought Together;
4. Traffic from Lightning Deals and Best Deals;
5. Traffic from outside of Amazon; Read More

Why do my numbers seem different across the various seller reports?

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You might notice subtle differences across reports in your seller account, including Business Reports, Order Reports, Payments, Performance Reports, and so on. While some reports appear similar, each one uses a slightly different data set to help you understand different aspects of your account.

Here are several ways similar reports can differ:

  • Business Reportsincludes cancelled orders, while Payments does not.
  • Payments includes Amazon Fees, while Business Reports does not.
  • Business Reports By ASIN and Order Reports in Orders include all orders placed during a certain time period, regardless of settlement status. Payments only shows orders that have shipped.
  • Seller Performancein Business Reports By Date shows refunds according to the refund date. For example, when a unit is ordered in September and is refunded in October, the refund counts towards October.
  • Customer Metricsshows refunds according to the order date. For example, when a unit is ordered in September and is refunded in October, the refund counts towards September.