SERVICE DESCRIPTIONS
Last Updated March 25, 2022 (Version 2.0)
CHANNEL MANAGEMENT
HINGE COMMERCE's Channel Management includes a strategic operations team executing the day-to-day tasks needed for a successful e-commerce business. HINGE COMMERCE acts as an extension of your brand, providing end-to-end synchronized solutions.
| SERVICE NAME | SERVICE DESCRIPTION | CONTRACT SERVICE # |
|---|---|---|
| Account Manager Point of Contact | Provide strategic guidance and consulting on growth opportunities; includes weekly meeting with Account Manager | CM-000 |
| Listing Quality Audit | Our Account Audit provides you with an unbiased scorecard of your overall Amazon account health, including analysis of your shipping, customer service, and product policy compliance, as well as an audit of your product listing health and account set up. This audit highlights areas of focus to improve organic sales and improve your product ranking. | CM-001 |
| Reimbursement Recovery | Identify, investigate and manage recovery case to receive all potential reimbursements. HINGE COMMERCE will expedite process on behalf of your brand. | CM-002 |
| Brand Registry Setup and Management | Brand registry enrollment, trademark attorney partnership, and Amazon case management | CM-003 |
| Project Zero Setup and Management | [Prerequisite: Must have Brand Registry] Project Zero enrollment to help manage counterfeit products | CM-004 |
| Transparency Setup and Management | [Prerequisite: Must have Brand Registry] Work with a third party partner to define and print labels. | CM-006 |
| Platform Consulting | Margin analysis to determine the optimal platform (Vendor vs. Seller) based on product category, dimensions, shipping costs, and other fees. | CM-007 |
| New Account Set-up | Set up a new Seller Marketplace account, implement initial listings, and secure category approval. | CM-008 |
| Category Approval | Specific categories require additional Amazon approval – HINGE COMMERCE can help accelerate approval times by up to two months | CM-009 |
| Demand Planning | Weekly coverage calculation to minimize out-of-stocks while also reducing the amount of storage fees Analysis reflects sales velocity, aged and excess units, receiving and manufacturing turn time, marketing and seasonality | CM-010 |
| Catalog Management | For standard listings managed by HINGE COMMERCE (see D-008), we will oversee on-going maintenance of these listings (including suppressed listings, stranded listings, quality alerts, etc.) | CM-011 |
| Account Reinstatement | HINGE COMMERCE's expertise in managing seller accounts across dozens of categories provides us insights with the most effective way to re-instate an account after suspension. We work on your behalf to re-activate yuor account and partner with your team to create processes to prevent reoccurrence | CM-012 |
| Listing Reinstatement | Marketplace listings can be supressed at any time due to a variety of factors, including excessive negative reviews, excess return rates, or incorrect classification of restricted products. HINGE COMMERCE's experience in managing thousands of listings to identify the root cause of a listing supression and get your listings re-activated as soon as possible. | CM-013 |
| Account Plan of Action | If your account has been suspended, HINGE COMMERCE will review your account, notifications, and data. HINGE COMMERCE will create a plan of action to get the account reinstated, and partner with your team to create processes to prevent reoccurence. | CM-014 |
| Violation Case Creation and Management | Through brand registry, we manage violation cases, including counterfeit infringement, copyright infringement, or IP infringement. Cases are written based on terms of service | CM-015 |
| Semi-Annual Copy / Keyword Updates | Review existing copywriting on all listings to review for new front-end, back-end and negative keywords. Update keywords and make changes to active listings accordingly. | D-017 |
PPC, SPONSORED BRAND, & DIGITAL MARKETING SERVICES
HINGE COMMERCE oversees high-performing campaigns to achieve the greatest return on investment for marketplace on-platform paid advertising, including Amazon Advertising Services (AMS), and digital marketing on Walmart.com. Management of Marketing Services is included as part of Channel Management, but it does not include the marketing spend itself. Marketing services can also be contracted with HINGE COMMERCE as a standalone service (outside of Channel Management).
| SERVICE NAME | SERVICE DESCRIPTION | CONTRACT SERVICE # |
|---|---|---|
| Marketplace Paid Search / Amazon Advertising Management / Walmart Advertising Management | Activities include:
| M-001 |
| Automated Keyword Bidding and Optimization | Activities include:
| M-002 |
ADDITIONAL OPERATIONS SERVICES
We provide "ala carte" services to support and optimize your marketplace business.
| SERVICE NAME | SERVICE DESCRIPTION | CONTRACT SERVICE # |
|---|---|---|
| Manage Customer Service - Respond to Buyer-Seller Messages | Leverage Hinge Axis, our proprietary Amazon Management Software to respond to in-bound buyer messages. This gives you access to our standard response templates or create your own templates. | CM-006 |
REPORTING & DATA TRACKING SERVICES
Through a combination of proprietary tools and marketplace analysis, we continuously inform and advise clients on everything from the competitive landscape to trending search terms. We offer a variety of reports along with real-time daily dashboards to cover all your needs.
| SERVICE NAME | SERVICE DESCRIPTION | CONTRACT SERVICE # |
|---|---|---|
| Advanced reporting on Hinge Axis, our proprietary Amazon Management Software. | Includes automated two-year historical data trends, and interactive KPI dashboard. | R-001 |
| Weekly Performance Report | Weekly Amazon performance metrics, including: Sales Dollars, Unit Sales, Ad Spending, Return on Ad Spending, Traffic Metrics, Ad campaign level details, at Brand, Parent, and Child-level details trended over time. Results are delivered on Hinge Axis, our proprietary Amazon Management Software. | R-002 |
| Third Party (3P Seller) Tracking Report | This tracks the sellers for all common SKUs in your catalog, as measured by Hinge Axis. Includes tracking of MAP compliance and seller ratings. This enables registered brand owners to have visibility and take action on unauthorized sellers on Amazon. Results are delivered on Hinge Axis, our proprietary Amazon Management Software. | R-003 |
| Listing Quality Audit | This automated audit will be delivered on Hinge Axis, our proprietary Amazon Management Software. It highlights areas of opportunity to improve organic sales and product ranking, and showcases which seller is winning the buy-box. Results are delivered on Hinge Axis, our proprietary Amazon Management Software. | R-004 |
| Amazon Competitive Brand Share Report | Tracking of competitive sales on Amazon by category, by brand, and by product. Includes revenue, unit volume, average price. Results trended by week and by month. | R-005 |
CONSULTING SERVICES
HINGE COMMERCE's strategic consulting services enables you to launch and manage your business on Amazon with clear strategic and data-driven insights, including white space opportunities and future growth plans.
| SERVICE NAME | SERVICE DESCRIPTION | CONTRACT SERVICE # | EXAMPLES |
|---|---|---|---|
| Market Size Category Review | Assess category size on Amazon, identify top competitors across segments, their respective brand share, and average price per unit. Positioning for top SKUs. Consumer search trends in the category. New product white space opportunities also identified | CS-001 | |
| Business Launch Plan | Strategic business review plus detailed launch plan for Amazon. Launch plan includes assortment recommendations, size of prize volume estimation, and a proforma P&L. Margin analysis reflects recommended fulfilment method, recommended pricing, Amazon fees, recommended marketing spending, and brand's cost of goods. | CS-002 | |
| Assortment Strategy | Analyze competitive environment on Amazon to determine how to win the buy box, and assess cost analysis Demand planning and inventory recommendations | CS-003 | |
CREATIVE DESIGN SERVICES
Our graphic designers and copywriters combine e-commerce channel best practices with cutting-edge design customized for your brand on any channel. We develop product listings that are relevant, accurate, with search-optimized content to maximize impressions and conversions.
| SERVICE NAME | SERVICE DESCRIPTION | CONTRACT SERVICE # | EXAMPLES |
|---|---|---|---|
| Premium Listing Creation - Parent SKU | Create or optimize product descriptions, titles, and bullet points while leveraging keywords on the front and back-end for the Premium listing. Includes 4 images that are optimized for background removal, size, file naming, and marketplace formatting. [Note: Service does not include uploading.]
| D-001 | |
| Product Listing Keyword Research and Copywriting | Optimize product descriptions, titles, and bullet points, leveraging keywords in front and back-end. [Note: Service does not include uploading.]
| D-003 | |
| Product Listing Images - Format Client Images for Upload | Reformatting existing client images to comply with platform standards. [Note: Service does not include uploading.] | D-005 | |
| Product Listing Images - Create Custom Images | Create eye-catching custom product imagery for listing, showing product in-use, lifestyle shots, beauty shots that are all optimized for mobile and desktop. [Note: Service does not include uploading.]
| D-006 | |
| Keyword Reports | This data will enable you to leverage the industry-leading data to do your own copywriting | D-007 | |
| Enhanced Content - Copy and Design | Develop content strategy and design for compelling creative that supports brand strategy, product story and implementing best practices for mobile and desktop. Inclusive of build, graphic design, and copywriting.
Includes Amazon A+, Target Rich Media, and Walmart Enhanced Content.
| D-008 | |
| Individual Enhanced Content Module Creation | Includes Amazon A+, Target Rich Media, and Walmart Enhanced Content. | D-009 | |
| Storefront Copy and Design | Incorporate premium in-store experience using a custom branded destination on Amazon. Inclusive of build, graphic design, and copywriting. Includes front page and 3 tabs.
[Note: Service does not include uploading.]
| D-010 | |
| Individual Storefront Tab Creation | [Service does not include uploading.] | D-011 | |
| Product Photography and Video | Create clear and well-defined product photographs or video that are optimized for mobile and desktop that can be leveraged on all e-commerce platforms | D-012 | |
| Product Motion Graphic (PMG) | Creation of product motion graphic utilized to showcase a single product by including stills and focused messaging. [Note: Service does not include uploading.]
| D-013 |  |
| Campaign Motion Graphic | Creation of a graphic that is similar to a GIF. This graphic is a looping, no audio graphic that is a maximum of 20 seconds showcasing up to 6 products. [Note: Service does not include uploading.]
| D-014 |  |
| Additional Design Revisions | Per-hour charge for any additional revisions to newly-created or existing content | D-015 | |
| Semi-Annual Content Audit | Review existing content strategy and design, and benchmark vs key competition and the category trends. Assess what changes or updates are needed. | D-016 | |
| Semi-Annual Copy/Keyword Updates | Refresh keywords and copy every 6 months. Provided as part of Channel Management. | D-017 | |
| Design Update for Seasonal or Competitive Refresh | Creation of content to support special events, including: Cyber Monday, Black Friday, Prime Day, holidays, seasons, and client-specific key dates. [Note: Service does not include uploading.]
| D-018 | |