Amazon Seller Support

How to Get the Answers You Need from Amazon Seller Support

Anyone who has had to open a ticket with Amazon’s Seller Support knows how roundabout it can be. The problem seems like it should be so easy for them to fix, but all you get are canned responses like this:

“Greetings from Amazon Seller Support,

Thank you for contacting us.

We would never want to disappoint a valued seller like yourself and we always endeavor to assist our sellers with the best of our service. Please know that we are currently investigating your case so that we can provide you with the best possible solution.

We will update you as soon as we have some information available. We would like to thank you for your patience and imperturbability in this regard.

Have a great day!

Thank you for selling with Amazon,

Amazon.com Seller Support”

Needless to say, it can be perturbing even to the most imperturbable individual.

So, how do you get what you want from Seller Support? What are the tips and tricks (or as Buzzfeed would call them, “Hacks”) to achieving resolution?

1. If You Have the Time, It’s Far Easier to Call

We’re all busy people. It’s often hard to select the “please call me about this” button. Not only because you have no idea when you are going to receive the call, but also because you never know how long you’re going to need to stay on the phone.

It’s worth it. Trust us. An hour-long phone call with resolution is way better than a month of emails being sent back and forth—which can happen. Further, if you’re not getting anywhere with the person you’re talking to, it may be useful to hang up and call again. You may get through to someone more knowledgeable and spend less time banging your head against a wall.

Another thing to note is that if you are going to call—and you know you are going to need to be transferred to a technical team—make sure that it’s before 4:00 p.m. PST. You may need to get transferred to someone in the United States, and they won’t accept calls past 4:00 p.m. PST.

2. Explain Everything Very Clearly and Briefly

The individuals at Seller Support are fielding thousands of tickets every day, so if you make your explanation too long, you’re going to get an email like this in response:

“Greetings from Amazon Seller Support,

I’ve contacted our internal team regarding your issue. I wish to inform that they are working on priority to fix the issue. Please be assured that a resolution would be provided to you shortly.

Your patience in this regard is highly appreciated.

Thank you for selling with Amazon,

Amazon.com Seller Support”

When a support rep reads your question and realizes it’s complicated, he or she is going to bounce your ticket to someone else. You could get stuck in an endless loop of a new person reading your ticket, coming to the same conclusion, and repeating, literally for months. The best thing to do if you notice this happening is to re-word your email and open a new ticket.

Here are a few things to include in every ticket that’s related to a product:

  • The ASIN(s) you’re referencing (they’re going to ask for it).
  • If you’re using templates to upload product, provide the batch ID(s).
  • If you’re integrated through an API, make sure you make that clear in your ticket.
  • Provide proof of what you’re seeing with links and screenshots.

3. Don’t Assume that the Person Following Up on Your Ticket has Read Your Ticket

Tickets often bounce from one employee to another. So if you’ve been going back and forth with Seller Support for a while, you may be encountering new Seller Support staff members who are only replying to the most recent communication in the case. They may not know the full story because they haven’t read your entire thread of communication.

If you suspect this is happening, the best thing to do is to resurface that key information in your next communication with Seller Support. Something along the lines of:

“Just a reminder of what my inquiry is about: [insert copy of original question here].”

This will help the person working on your case to get more context and hopefully lead to resolution.

4. Amazon Constantly Asks for Feedback on their Service. Give It to Them

This may seem a bit cruel to some, but if you’re getting bad service and you receive an email containing this from your support—

amazon seller support

—tell them how you feel! You normally receive this notification once your case has been closed. If you are receiving bad service and have a feeling the people working on your case are not getting anywhere, you can request that they close the case. Once they close the case, you have the option to leave your feedback (as pictured above). If you leave a bad review, chances are quite high that support will follow up with you quickly and provide more help than previous.

5. Avoid the “Other” Column at All Costs

If you file your ticket in the wrong department, it’s going to take a long time for Amazon support to figure out what to do with it. So if there is a field that directly relates to your question, be sure to file your case there.

 

Obviously, these tips are not foolproof. Amazon Seller Support is always finding new ways to help and not help you in your daring quest for answers. In these instances, we recommend checking out the seller forums, especially those with comments from Amazonians as they are the most reliable.

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