The Do’s and Don’ts of Amazon Customer Service to Protect Your Account

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In today’s hyper-competitive ecommerce landscape, where Amazon dominates as the go-to destination for online shopping, customer service isn’t just a perk – it’s a core pillar of brand protection and long-term success. Every message, reply, and interaction is a direct reflection of your brand. Get it right, and you earn loyalty. Get it wrong, and you invite returns, negative reviews, and even account risks.

At CMO, we’ve helped hundreds of Amazon sellers scale their operations and avoid costly mistakes, and one of the biggest recurring issues we see is poor customer support. So if you’re serious about protecting your account health, maintaining your seller metrics, and keeping your customers happy, here are the must-know do's and don’ts of Amazon customer service.


What is Customer Support for Amazon FBA Sellers?

"Doesn’t Amazon handle customer service for FBA orders?" Technically, yes – but only to a point.

Amazon will manage logistics-related inquiries, such as shipping times and returns. However, the bulk of pre-sale and post-sale support still falls on you. That includes answering product-specific questions, clarifying usage, troubleshooting post-delivery issues, and even reassuring hesitant shoppers before they buy.

In other words, if you're not actively managing your customer experience, you're risking:

  • Bad reviews
  • High return rates
  • Lost sales
  • Long-term account health issues


The Benefits of Positive Customer Support

Exceptional support doesn’t just prevent problems. It actively boosts your brand.

  • Increases positive reviews: Happy customers are far more likely to leave glowing feedback.
  • Drives word-of-mouth marketing: Delighted shoppers love to share good experiences.
  • Reduces returns: Most return requests are a result of confusion, not dissatisfaction. Clear communication solves that.
  • Boosts conversions: Prompt answers can help close a sale that would have otherwise gone to a competitor.
  • Improves account health: Amazon metrics like Order Defect Rate (ODR) depend on satisfied customers.


Do: Prioritize Fast Response Times

Speed matters.

In a world where most people get Amazon deliveries in less than 48 hours, slow replies feel out of touch. Aim to respond to all customer inquiries within 24 hours – and faster if possible. Pre-sale questions should be top priority, as these directly affect conversions.

Even if you don’t have the answer yet, a simple message like, "Thanks for reaching out! I'm looking into this and will follow up shortly," goes a long way.


Don't: Send rushed, low-effort responses just to meet time requirements. Customers can tell when you're phoning it in. If you need more time, say so – then follow through.


Do: Hire Customer Support Reps as You Scale

Your time is valuable.

As your store grows, the last thing you want is to spend hours answering customer messages when you should be focusing on strategy, marketing, and sourcing.

Professional customer support reps can:

  • Increase efficiency
  • Improve response quality
  • Boost customer satisfaction
  • Prevent burnout


Don't: Try to do it all yourself forever. And don’t hire cheap overseas labor without proper training – low-cost support often results in low-quality experiences that cost you more in the long run.


Do: Use an Autoresponder to Acknowledge Messages

Autoresponders are a simple, effective way to let customers know you've received their message. This provides reassurance, sets expectations, and buys you time to write a thoughtful reply.

A good autoresponder might say: "Thanks for reaching out! We received your message and will get back to you within 24 hours. In the meantime, here’s a link to our FAQ that might have what you need."

Don't: Leave customers in the dark with silence. That’s a surefire way to spark impatience and, eventually, negative feedback.


Do: Create Templates for Common Questions

Streamline your process.

If you get the same 10 questions every week, it makes sense to have high-quality, pre-written responses ready to go. Templates for shipping, product use, compatibility, and troubleshooting can save time and keep responses consistent.


Don’t: Use templates as a crutch. Customers can spot copy-paste jobs a mile away. Always customize your response to match their question.


Do: Show Empathy – Especially with Upset Customers

Empathy builds trust.

Customers don’t just want a refund or replacement – they want to be heard. When someone is upset, acknowledge their frustration and show you care.

"I completely understand how frustrating that must be. I’d be upset too. Let’s work together to find a solution."

This simple human touch diffuses tension and opens the door for resolution.


Don’t: Get defensive. Avoid blaming the customer or minimizing their experience. Your job is to fix the problem, not argue.


Do: Personalize Every Interaction

Personalization is powerful.

Refer to the customer by name. Reference the exact product they bought. Mention specific details from their message. These little touches show you’re paying attention.

Example: "Hi Sarah, I saw your question about the 12-piece kitchen set you ordered last week. I'm so sorry to hear a piece was missing."

Don’t: Treat all customers like ticket numbers. Generic, impersonal messages damage your reputation.


Do: Add Customer Q&A to Your Listings

If multiple people are asking the same question, that’s a sign your listing needs an update.

You can preempt common objections and concerns by answering them directly in your bullet points or A+ Content.

This also boosts conversion rates, as hesitant shoppers can find reassurance before they reach out.

Don’t: Let your listing gather dust. Update it regularly based on real customer feedback.


Do: Cross-Sell When Relevant

Smart support agents don’t just solve problems – they grow revenue.

If someone asks about a backpack’s compatibility with a laptop sleeve you also sell, let them know. If they love your product, recommend the next item in the bundle.


Don’t: Push products just for the sake of it. Cross-selling should feel like help, not a hard sell.


Bonus Tips for Amazon Customer Service Excellence

  • Document Everything: Keep records of all customer conversations in case of A-to-Z claims or chargebacks.
  • Use Buyer-Seller Messaging Properly: Stay compliant with Amazon's policies. Avoid promotional content or outside links.
  • Monitor Feedback Daily: Resolve issues quickly to maintain a strong seller rating.
  • Learn From Negative Reviews: Every 1-star review is an opportunity to improve your product or service.


Final Thoughts

At CMO, we always remind our clients: your Amazon business is only as strong as your customer support.

Support is more than an afterthought. It’s a marketing channel. A retention tool. A reputation builder. A safety net against returns and poor reviews.

If you want to stay competitive in the Amazon marketplace, customer service must be built into your operations from Day 1. Whether you’re a new seller or a top 1% brand, these do's and don’ts should guide your every customer interaction.

Need help building a customer support system that scales with your brand? Contact CMO here and let’s elevate your Amazon presence the right way.


Let’s protect your brand, grow your reviews, and keep your customers coming back.

10 Game-Changing Amazon and TikTok Shop Strategies Most Sellers Overlook

By William Fikhman • September 4, 2025
E-commerce is evolving at breakneck speed. Every month, new sellers flood Amazon and TikTok Shop, advertising costs rise, and customer expectations climb higher. If you’ve ever felt like it’s harder than ever to stand out, you’re not alone. But here’s the good news: the sellers who thrive aren’t necessarily the ones with the deepest pockets—they’re the ones who discover smarter, lesser-known strategies. These hidden tactics help you uncover new opportunities, save time, and get an edge over competitors who stick to the same old playbook. In this post, we’ll explore 10 unique Amazon and TikTok Shop strategies most sellers aren’t using . Think of them as “unfair advantages” that give you access to insights, data, and automation your competitors might not even know exist. 1. Unlock Hidden Product Opportunities with Frequently Bought Together History Most sellers glance at Amazon’s “Frequently Bought Together” section without much thought. The problem? What you see there is just the current snapshot—it changes daily. Tools like Helium 10 allow you to look back at the entire history of items purchased alongside your product (or even your competitors’). Why this matters for sellers: Product development: Imagine selling a bat-shaped bath mat and discovering that coffin-shaped toothbrush holders and bat shower hooks were historically purchased with it. That’s two new product opportunities you never would have thought of. Smarter advertising: Instead of only targeting your direct competition, you can run Sponsored Display ads on complementary items. Amazon has already proven that customers buy them together—so why not step in and capture that overlap? This strategy transforms simple browsing data into gold mines for bundles, cross-promotions, and advertising angles. 2. Bulk Convert Amazon Listings to TikTok Shop TikTok Shop is booming, with some sellers reporting sales that rival or even surpass Amazon. The biggest barrier? Many sellers say, “I don’t have time to rebuild all my listings for another platform.” That excuse is now outdated. With bulk listing converters, you can transfer your Amazon listings to TikTok Shop in under 30 seconds —AI-optimized for TikTok’s unique format. Benefits include: No tedious downloading of images or rewriting product descriptions. AI-tuned titles and copy that actually match TikTok’s audience style (not just a lazy copy-paste). A low-risk way to test a fast-growing sales channel. If Amazon feels crowded, TikTok Shop is your chance to expand quickly without doubling your workload. 3. Automate Keyword Harvesting Staying ahead with keywords can make or break your visibility. Traditionally, sellers run tools like Cerebro every couple weeks, compare results, and manually look for new opportunities. But this method eats up hours. Now, you can automate keyword harvesting . Instead of manually checking, you’ll be notified the moment competitors start ranking for a new, high-volume keyword. Why this is a game-changer: Capture sales opportunities before anyone else notices. Ensure you’re never the last to rank for trending terms. Free up hours of research time while still being first to act. It’s like having a personal assistant who never sleeps, constantly scanning Amazon to make sure you don’t miss out. 4. Protect Conversion Rates with Heat Maps Here’s a silent killer most sellers overlook: If Amazon checks in only a few units to one warehouse, customers in other regions may suddenly see two-week delivery times . Shoppers abandon their carts, your conversion rate plummets, and your ad spend is wasted. That’s where inventory heat maps come in. With heat maps, you can: See exactly where your inventory is located. Spot delivery black holes before they tank your sales. Adjust replenishment plans strategically and avoid wasted ad spend. The key here is visibility. Without heat maps, you’re flying blind and might never know why conversions dipped in certain regions. 5. Automate TikTok Fulfillment with Amazon MCF Not every seller has a warehouse or fulfillment setup ready for TikTok Shop orders. The solution? Amazon’s Multi-Channel Fulfillment (MCF). This lets Amazon handle your TikTok Shop fulfillment seamlessly—packing, shipping, and tracking updates—without any manual work. Advantages: Orders sync automatically with your TikTok Shop. You keep control over shipping speed and safety stock. You focus on growth, while Amazon handles the logistics. MCF essentially turns TikTok Shop into an instant extension of your Amazon FBA operation. 6. Spy on Competitor Sales with Brand Analytics Most sellers love Search Query Performance, but it only reveals insights for your own products. What about your competitors? With advanced analytics, you can slice Amazon Brand Analytics to see exactly which keywords generated sales for your competitors in the past. Why this matters: Amazon-verified sales data eliminates guesswork. Discover seasonal or one-off spikes where competitors capitalized. Build your own strategy to capture those same keywords next time. Think of it as learning from your competitors’ wins without repeating their mistakes. 7. Access Years of Keyword Ranking History Imagine being able to look back at how your product ranked during Prime Day last year—or which keywords spiked during last Q4. With most tools, this data is lost if you weren’t tracking at the time. Make use of Helium 10. It stores years of keyword data , even retroactively. This lets you: Benchmark your seasonal performance. Import competitor keywords and instantly see years of history. Identify trends and prepare for future events. Historical keyword data is like having a time machine for your business—showing you what worked, when, and how to replicate it. 8. Find Influencers Already Promoting Your Competitors Influencer-driven content has become essential for conversions on both Amazon and TikTok. But instead of cold-pitching random creators, why not find influencers who are already making videos about your competitors’ products ? Tools now let you discover: Which influencers created Amazon or TikTok content in your niche. Direct outreach info like emails or social profiles. Content history so you know if they’re a good fit. If they’ve promoted a competitor successfully, chances are they’ll be willing to do the same for you—possibly even better. 9. Discover the Top Three Clicked Products in Search Click-through insights are powerful. With Chrome extensions tied to Brand Analytics, you can instantly see the top three clicked products for any keyword last week. Why is this valuable? You identify who’s winning the clicks, not just the rankings. You can spot products that attract traffic but fail to convert—saving you from wasted ad bids. You’ll know when it’s worth bidding higher because you’re already pulling sales mid-page. It’s a shortcut to understanding buyer behavior without sifting through endless reports. 10. Save Hours with Rules-Based Advertising Manual PPC management is time-consuming, and with hundreds of campaigns, mistakes are inevitable. Rules-based advertising changes that. You can set rules like: If 25 clicks, 0 sales → pause target. If ACoS >70% → lower bid by 20%. Once set, these rules automatically apply across campaigns. The result: Hours saved every week. Wasted spend eliminated. Profitable campaigns that scale without babysitting. Automation doesn’t just save time—it ensures you’re making data-driven decisions consistently. Why These Strategies Work These 10 strategies might seem small individually, but together they compound into a massive competitive advantage. By stacking them, you can: Discover hidden product and bundle opportunities. Capture trending keywords before competitors. Expand into TikTok Shop effortlessly. Protect conversion rates and ad efficiency. Build scalable systems with automation. Most importantly, these methods are underutilized . Even seasoned Amazon sellers often miss them, which means you can get ahead by simply implementing what others overlook. Don’t Just Compete—Get Strategic E-commerce isn’t slowing down, and neither is the competition. But instead of fighting on the same old battlefield, these strategies help you outsmart, outmaneuver, and outperform. The challenge now is simple: pick one strategy and test it this week. Layer more strategies over time, and watch as each advantage compounds into long-term growth. And remember—you don’t have to figure it out alone. Chief Marketplace Officer (CMO) can help your brand implement these strategies, optimize your Amazon presence, and expand across channels like TikTok Shop with confidence. With the right expertise by your side, you’re not just keeping up—you’re leading.

Spotting Your Next Bestseller: 18 High-Demand Products to Sell on Amazon in 2025

By William Fikhman • September 4, 2025
If you’ve been selling on Amazon for a while, you know how quickly the marketplace evolves. What was a hot seller last year might be collecting dust today. Trends shift, new competitors jump in, and customer preferences keep changing. That’s why keeping a pulse on high-demand products is one of the smartest moves you can make as an Amazon seller in 2025. But here’s the challenge: finding those products takes time, research, and reliable insights. Luckily, Amazon shares a lot of data if you know where to look — and there are proven strategies you can use to identify what’s trending before everyone else catches on. In this guide, we’ll cover: • 18 trending, high-demand products across popular Amazon categories • Why these products are performing so well • Tips to help you identify profitable niches yourself • Practical marketing tactics to attract customers and boost sales By the end, you’ll walk away with product ideas and strategies you can put into action right away. Why High-Demand Products Matter Selling high-demand products on Amazon isn’t just about chasing the latest fad. It’s about positioning yourself where customers are already spending money. When you align your catalog with what buyers actively search for, you reduce risk and increase your chances of winning the Buy Box, climbing search rankings, and earning repeat business. And while competition is real, the Amazon marketplace is massive. Even within the most popular categories, there are always sub-niches and product variations where savvy sellers can carve out market share. Let’s dive into this year’s top 18 trending products. 1. Electronics – Surge Protectors Electronics is a tough but rewarding category. Demand never slows because people constantly upgrade devices. Surge protectors, particularly POWRUI and Hanycony models, are hot right now. • POWRUI surge protectors are compact, travel-friendly, and include USB ports. • Hanycony models offer overload protection for sensitive electronics. Both appeal to today’s tech-savvy, on-the-go customers who prioritize safety and convenience. 2. Clothing, Shoes & Jewelry – Crocs Love them or hate them, Crocs are back — and bigger than ever. Endorsed by celebrities and fueled by nostalgia, Crocs are a quirky fashion staple that customers keep buying. Why sellers love this product: Comfortable, durable, and easy to clean. Low return rates compared to other footwear. Strong appeal across multiple niches, from healthcare workers to outdoor enthusiasts. 3. Beauty & Personal Care – Acne Patches Skincare has exploded on social media, and the Mighty Patch is leading the way. What started as a TikTok craze has become a mainstream skincare essential. Customers rave about: • Simplicity and effectiveness, even on sensitive skin. • Over 140,000 global ratings with nearly 90% four stars or higher. • Celebrity endorsements that add credibility. If you’re into beauty, this is one trend you don’t want to miss. 4 & 5. Home & Kitchen + Kitchen & Dining – Insulated Tumblers Wellness meets style with insulated tumblers like the Stanley Quencher , Owala , and HydroJug . These aren’t just cups; they’re lifestyle statements. • Double-wall vacuum insulation keeps drinks hot or cold for hours. • Social media buzz drives consistent demand. • Portability and design add to their everyday appeal. The “hydration trend” is only growing stronger in 2025. 6. Health & Household – Whey Protein Powder Fitness and nutrition remain evergreen markets. Optimum Nutrition Gold Standard Whey Protein dominates because it offers value, flavor, and results. Key points: • Supports muscle growth and recovery. • Affordable yet trusted. • Subscription options encourage repeat purchases — gold for sellers. 7. Toys & Games – Writing Tablets Parents want fun, mess-free activities for their kids, and the TEKFUN Writing Tablet delivers. Why it sells: • Reusable LCD screen = eco-friendly alternative to paper. • Compact and durable, great for travel. • Appeals to parents who want both entertainment and education. 8. Sports & Outdoors – Reusable Ice Packs Reusable ice packs, like Fit & Fresh Coolers , are practical, eco-friendly, and versatile. • Keep lunches cool, aid in sports recovery, or enhance outdoor trips. • Lightweight and compact for convenience. • Appeals to health-conscious and eco-aware buyers. 9. Baby – Baby Wipes Parents don’t compromise when it comes to baby care. WaterWipes stand out for their pure, gentle formula: 99.9% purified water and a drop of fruit extract. • Safe for sensitive skin. • Trusted by healthcare professionals. • Premium positioning appeals to modern parents willing to pay for quality. 10. Pet Supplies – Cat Litter Pet owners are loyal, and they buy essentials on repeat. Dr. Elsey’s Premium Clumping Cat Litter is a bestseller because of: • Excellent odor and dust control. • Strong clumping ability. • Evergreen demand — cats need litter every day. 11. Appliances – Countertop Icemakers Countertop icemakers, like the Silonn , are a perfect example of convenience products that became trendy. • Produces different ice types (a bonus for cocktail fans). • Solves freezer space issues. • A symbol of modern kitchen luxury. Even after appliance shortages, demand remains steady. 12. Cell Phone & Accessories – Screen Protectors Smartphone accessories are evergreen, but Ailun screen protectors stand out. • Easy to install with included kits. • High durability and reliability. • Affordable yet effective — appeals to a wide market. 13. Computers & Accessories – Type C Chargers With laptops getting slimmer and faster, chargers are more important than ever. The Sunveza USB Type C Charger is a best seller. • Compatible with MacBooks and other devices. • Reliable, efficient, and durable. • Longer cable adds user convenience. 14. Video Games – Gaming Headsets Gamers want immersion. The BENGOO G9000 headset delivers: • Superior sound quality and noise cancellation. • Comfortable for long sessions. • Holds the #1 Best Seller spot in PS4 headsets. 15. Musical Instruments – Lavalier Microphones Content creators fuel this trend. The MAYBESTA Wireless Lavalier Microphone is in high demand. • Compact and wireless, perfect for creators and musicians. • Reliable sound quality. • Essential for podcasts, videos, and performances. 16. Tools & Home Improvement – Under-Cabinet Lights DIY culture is booming, and MCGOR under-cabinet lights hit the sweet spot. • Rechargeable and wireless = no messy wiring. • Dimmable for versatile use. • Strong reviews and Amazon’s Choice badge boost trust. 17. Patio, Lawn & Garden – Pest Control Nobody likes uninvited guests. TERRO T300B Liquid Ant Killer is simple but effective. • Attracts and eliminates ants quickly. • Affordable and reliable. • Seasonal spikes in spring and summer boost sales potential. 18. Arts, Crafts & Sewing – Pencil Cases Creativity meets practicality with the WEMATE Large Pencil Case . • Stylish and functional for students, artists, and professionals. • High storage capacity. • Positive reviews drive word-of-mouth sales. 5 Steps to Spot Trending Products Yourself You don’t have to rely only on best-seller lists. Smart sellers use a framework to spot the next wave of demand: Identify current demand – Check best-seller lists, research tools, and customer reviews. Know your audience – Use Amazon Brand Analytics to understand buyer behavior. Evaluate product details – Consider size, shipping, price, durability, and seasonality. Monitor social trends – Social media often predicts Amazon’s next big thing. Source smart – Choose reliable suppliers to maintain quality and profitability. 6 Marketing Tips to Drive Sales Even with high-demand products, you need a solid marketing plan: Set competitive prices – Use Amazon’s Automate Pricing tool or monitor competitor pricing. Optimize your listings – Nail SEO with strong keywords, photos, and descriptions. Offer fast, free delivery – Leverage FBA for Prime eligibility. Use Buy with Prime – Bring Amazon’s trusted checkout experience to your own website. Advertise smart – Run targeted Amazon Ads campaigns to boost visibility. Track performance – Use Seller Central dashboards and adjust your strategy based on sales data. Winning on Amazon with the Right Partner Finding the right product to sell is only half the battle. Scaling, optimizing, and standing out from competitors is where the real challenge lies. That’s where Chief Marketplace Officer comes in. As a full-service agency dedicated to helping brands succeed on Amazon, they bring the expertise, tools, and strategies you need to thrive in today’s competitive marketplace. Whether you’re looking to launch a new high-demand product, optimize your listings, or run profitable advertising campaigns, Chief Marketplace Officer can help you boost visibility, sales, and brand growth. If 2025 is the year you want to take your Amazon business to the next level, partner with the experts who know how to get you there.