Hey ,I spent this past week in sin-city - Las Vegas, where I spent most of my time at Sell & Scale Summit organized by Helium10. I did go to see Shin Lim’s magic show, which was amazing! It’s highly recommended if you’re into magic. I mean, into magic in a non-sexual way. There’s no sex in the show.

At the event, I’ve been to some of the talks and visited most of the exhibitor booths to see if there’s anything I haven’t heard about. There are many that offer great services and I already knew about, but there was one that was all the way at the end in the corner that I want to talk to you about.

This service is called On Site Support, and they actually work WITH Amazon. They got API access directly with a new option for customers to click on “Get Product Support”:

When clicked, this will send the customers to a designated website that is hosted on On Site Support (very easy to set up), where the customers can chat with you directly. The expected result? 60%-70% return avoidance.

Again, this service partnered with Amazon and is already being used by brands such as Goli, Marvel, and Disney. The service was developed by top Amazon sellers who understand the pain when it comes to customer refunds.

When chatting with the customer, since it’s not on the Amazon platform, you can actually respond with whatever you want, such as this example sending the customer to watch a YouTube video:

The current price for it is $299 a month (or $249 if paid yearly). For the price, you get 1 website. In case you own multiple brands, the different brands can be hosted on the same website.

As you know, Q4 is almost here and the refund rate is higher than usual. I suggest you try out the service for a month or two, or just request a demo. I was really surprised by the service and was excited to know Amazon allowed this option on their platform.

As you know, I rarely email you about different services, but this one is different. I highly recommend you check it out:

You can request a demo or sign up here

Besides using this service, in case you have a higher return rate than 4%-5% and you’re not in the clothing niche (or any other niche with a high refund rate), I would recommend revisiting your product experience from beginning to end by giving it to a few potential customers to unbox, set up, and use. There are now services that can also help with that.

I will share more about my learnings from the Sell & Scale Summit in the upcoming emails, but just wanted to blast this one out to you ASAP.

Tomer