Your business’s relationship with your customers doesn’t end at the point of sale.
Your customers will need to learn how to use your products, how to get the best out of them, how to troubleshoot them, and even how to repair them. If you can help them get all of that right, you can reduce the number of returns your business has to process — and, ideally, you’ll also build a loyal customer base that will return to you time and time again.
But how do you make sure your customers are getting all the information and support they need? If your business sells on Amazon, then Amazon Product Lifecycle Support (PLS) is the answer, and eDesk is your best port of call to show you how to make the most of it.
What is Amazon Product Lifecycle Support?
The return rate for Amazon purchases falls somewhere between 5% and 15%, depending on category. That’s bad news for sellers, for Amazon, for the planet — and also for customers. Some returns are inevitable, of course, but many of them could be avoided with a little extra support from sellers.
That’s why Amazon created its PLS program. The idea is that, with extra support, customers get what they need, and fewer products are diverted into landfill.
For example, a customer struggling to get to grips with a new electronic product might think about returning it — but by watching a helpful tutorial video on the product page, they can learn how to use it instead.
Similarly, a customer who receives a product with a missing or damaged component might have to return the whole thing — unless they can easily contact the manufacturer to request a replacement part.
In practice, then, PLS is a range of ways for retailers to offer support to their customers:
- Self-service FAQs: step-by-step instructions to help customers to set up, operate, and get the most out of their purchases
- Self-service tutorials: video tutorials to demonstrate exactly how best to use or troubleshoot products
- Warranty repair support: a direct way for customers to request repairs from accredited Amazon repair partners
- Manufacturer support: a direct line to manufacturers, via website links and phone numbers
Amazon also operates its own live support programs to offer customers general tips and information on getting repairs on products under warranty.
What Amazon Product Lifestyle Support programs are available, and how soon?
There are six PLS programs available, which are available to customers at differing points post-purchase, depending on where they live. These are as follows:
| Program | Time available to customers post-purchase |
| Live support | 90 days (United States, Canada) 2 years (UnitedKingdom, France, Italy Germany) 3 years (Spain) |
| Self-service workflows | 180 days, or 2 years if enrolled in OEM (United States) |
| Self-service videos | 180 days, or 2 years if enrolled in OEM (United States) |
| Manufacturer support | 2 years (United States, Canada, United Kingdom, France, Italy, Germany, Turkey, Australia, Singapore, UAE, SA) 3 years (Spain) |
| OEM repair | 2 years (United Kingdom, France, Italy) 3 years (Spain) 30 days (United States, Canada) Note: Varies depending on product and state regulations. |
| Parts replacement | In return window (United States) |
How to get set up on Amazon Product Lifecycle Support
Enrolling in PLS is pretty straightforward. Here’s how to do it:
- Check you’re eligible: Not all sellers or products are eligible for PLS, so the first step is to check in Amazon Seller Central if your business qualifies for the program
- Sign up for Product Lifecycle Support: go to the Product Support section in your Amazon Seller Central account, where you can register your products for support features like self-service videos and manufacturer support
- Provide the relevant support information: create and upload the post-purchase support materials you want your customers to have access to, for each product you’ve registered for the program. You can also use the “Get Product Support” link to direct customers to any resources hosted on your website
- Monitor customer interactions: Amazon has announced plans to roll out reporting features, which will allow sellers to track the performance of the products they’ve enrolled into PLS and keep tabs on customer behavior.
Get the most out of Amazon Product Lifecycle Support with eDesk
Thanks to Amazon’s PLS, it’s now possible to offer comprehensive support to your customers on the platform. And customers are more likely to purchase from sellers who offer robust post-purchase support. But, of course, delivering that support is ultimately down to you — and that’s where eDesk can help.
We offer a suite of customer support tools that helps you deliver top-tier post-purchase support via PLS:
- Knowledge base integration: eDesk provides access to a comprehensive knowledge base feature, which allows sellers to create and organize FAQs, troubleshooting guides, installation instructions and more in a clear, accessible format that’s easy for customers to navigate
- AI-powered chatbot: eDesk’s intelligent AI chatbot is both product-aware and context-aware, so it can provide specific and personalized support to customers. It can answer questions, guide users through setting up their products, and even troubleshoot issues in real-time, so customers can get support round the clock without needing to contact a helpdesk
- Seamless helpdesk integration: eDesk integrates seamlessly with your website’s helpdesk and ensures that all queries are tracked, managed, and resolved efficiently. Using eDesk means all support requests can be centralized, making the whole process easier to manage.
Frequently asked questions
How do I tell if my products are eligible for Product Lifecycle Support?
Amazon’s PLS isn’t available in all locations or for all products yet, so check in your Seller Central account to see if your products qualify.
Can I customize the support I offer for each product?
Yes. You can tailor the support information for each Amazon Standard Identification Number (ASIN).
Can I unenroll from Product Lifecycle Support if it’s not for me?
Yes, you can remove your products from the program by emailing Amazon details of the products and support programs you want to unenroll from.
Start offering your customers a better post-purchase experience now
Using eDesk’s intelligent tools will help you fully unlock the potential of the PLS program, creating an all-around better experience for customers — and happy customers tend to become repeat customers.
Want to offer world-class customer support through Amazon Product Lifecycle Support? Book a demo with eDesk today to find out how we can help you get the most out of PLS, or visit eDesk’s Feedback Solutions to find out more.
