Luminess, a brand in the beauty/cosmetics category was having high returns/refunds due to the nature of their hero item being an electric product/system. With the nature of Amazon’s customer service system in place, Luminess struggled to assist customers with troubleshooting issues that automatically turned into either a refund or return. To lower returns and refunds, we partnered with a 3rd-party program called Onsite Support, which is part of Amazon’s Product Lifecycle Support program.

More specifically, this program enables us to add in a product support button on the customer’s Amazon order page that drives to an off-Amazon landing page where we host a live chat and ticket system to assist with any issues.

Furthermore, we can use this landing page to deliver additional values, such as FAQs, product information, and even marketing offers, all while capturing customer contact info such as email addresses, which can be used for further customer support.