If there’s something strange with your selling account, if you are having pricing errors, or your metrics have been compromised… Who you gonna call? Amazon Seller Support!
Amazon provides sellers with a service hotline to resolve all kinds of issues they may be facing.
Contrary to what many sellers may think, this Seller support is actually the most helpful department in all of Amazon. The problem is simply that they do not have the resources to handle the flood of inquiries they get every day.
This makes a lot of sellers feel like support doesn’t pay much attention to them, even if their issue is urgent. Responses are canned and don’t hit the mark, or the issue is summarily brushed off. All the back and forth required to get an issue resolved is a huge waste of time and energy.
That being said, it’s not impossible to get Amazon Seller Support to engage with you on a more focused level. Here’s how to communicate with them so you get noticed and your concerns are promptly and properly addressed.
Navigating to the Correct Amazon Seller Support Category
The most basic and vitally important tip for getting your questions answered quickly is to communicate with the right people. Amazon Seller Support is divided into different specializations, so you need to choose the right contact category to send your message to the people who can help you.
First, choose between “Selling on Amazon” and “Advertising and Stores”.
Next, type your query into the search bar that pops up. If the answer isn’t there or you really need to contact Amazon Seller Support, you can choose the best option from the menu on the left side of the screen to proceed.
How Best to Communicate with Amazon Seller Support
After selecting your issue, a contact form will pop up. You can choose to send an email or request a phone call. Most people prefer the phone option because it seems like the faster way to get a response. With Amazon Seller Support, however, email is the better option.
This is because it allows you to:
- formulate your query more clearly so that Amazon Seller Support can better understand and respond appropriately
- have the response in writing so you don’t have to write down notes in the middle of a telephone conversation
Amazon has come up with a series of guidelines you can follow before clicking the highly acclaimed ‘Contact Us’ botton.
Take a look:
- Make sure you review your case log to check case status instead of opening a new case to ask.
- If your issue is time sensitive, flag the case as urgent.
- Don’t open a new case if one is already under review for the same issue.
- If you need more time to respond to a case, you may ask Amazon to keep the case open.
- If you have questions about a closed case or think it was handled incorrectly, reopen it instead of opening a new case.
Note: To protect sellers and customers, Amazon declines requests that are not consistent with their policies. If we’ve informed you that no further action will be taken on an issue, don’t seek to obtain a different outcome by reopening the case or raising it again in other cases.
Amazon may close cases or limit support if you don’t follow these guidelines.
Upon clicking the ‘Other account issues’ option, you’ll see three tabs (E-mail, Phone, Chat) you can choose from to communicate with Amazon’s Support Team, along with a dropdown to select the language of your preference.
If you decide to contact Amazon by e-mail, keep in mind that you must describe your issue in a brief, yet explanatory manner.
And try to stay calm.
They will reply to you within 24 hours or less.
Contacting Amazon’s Seller Support Team by Phone
Here are the steps you must follow if you want to talk to an Amazon’s associate diretcly:
- Select the country from the dropdown menu.
- Enter your contact number.
- Describe the issue briefly.
- Press the button ‘call me now’.
The “Urgent Help Needed” Option
If your problem just cannot wait, the Contact Seller Support form has an Urgent Help Needed option that allows you to inform any urgent or critical issue that have a significant impact on your customers or your business.
These “Urgent Help Needed” cases will be prioritized and the Support Team will get in touch with you ASAP.
Here’s a list of examples of when you can use this option:
- Pricing errors that you are unable to correct them yourself
- Pricing updates that have not taken effect 24 hours after updating them
- Your account has been compromised
- Your uploaded feeds or product listings are not reflected 24 hours after uploading them
- An issue related to receiving disbursements
- Issues with your brand registered ASINs
Remember, this option is only suitable for the cases above. Avoid using it if your situation doesn’t meet this criterion.
Here’s the best way to put everything together for Amazon Seller Support.
One Issue at A Time
You may want to try and save time by listing out all your issues in one email. This is confusing for support. You could keep getting bounced back and forth between reps who handle the different areas. In addition, some issues are likely to be missed in the confusion.
It is much more efficient to send one email for each issue. And make sure you stay on topic as you describe the problem you’re having.
Include all the relevant information for your issue in your email. You don’t want to waste time answering requests for additional information.
Be Clear and Specific
State your issue clearly, but in as few words as possible. Make it easy for Amazon Seller Support to quickly understand exactly what you need. Be logical and orderly so they can follow along smoothly.
If needed to understand your issue, provide context by including concise background information. Don’t stray from the main point, just add relevant supporting information. For instance, you could include what you think is wrong, or events that led up to this issue.
You can be firm if your issue doesn’t get resolved quickly, but there’s a difference between communicating urgency and being rude. You’ll get much farther if you remain polite when working with a representative.
Seller Performance and Policy Notifications
Even if an email notification tells you that Amazon Seller Support is going to reach out to you about an issue, it doesn’t mean that you can contact them for help. If you intend to appeal for reinstatement, for instance, Amazon Seller Support does not have the authority to decide on this issue. This falls within the domain of seller Performance.
Unfortunately, sellers are not often given an avenue through which to contact Seller Performance associates. You must simply submit what is being requested, often a written Plan of Action.
Understanding a Violation
Amazon Seller Support may, however, be able to offer some guidance on where you can read more information about the problem. For instance, they may direct you to a page on understanding acceptable seller order defect rates on the marketplace.
You can try asking Amazon Seller Support about a violation, but many times you will receive incorrect information. Understand that this is not their department, and they generally try to close cases quickly. This often leads to bad advice given just so they can end a call or move on to the next email ticket. The best information you can get from Amazon Seller Support is:
- any internal account annotations that have been added regarding the issue. They can read these to you from the Workbench tool.
- order comments or reasons why you haven’t yet gotten a response from the Seller Performance or Product Quality departments, as applicable
- if there’s a trouble ticket open regarding your account restriction that might be stuck with a representative who isn’t moving on the case
If you do reach out to Amazon Seller Support at any time regarding a violation, make sure that you have a written record. This is another reason why email is better. You should be forwarding any information from Amazon Seller Support to the department that sent you the notification.
Responding to Notifications
When you violate one of Amazon’s policies, you will get an email notification. Usually, this email contains the steps that they want you to take to correct the situation. If you need to clarify anything, the best way to communicate with Amazon about violations is to reply directly to that email.
In any case, you should immediately acknowledge the violation and inform Amazon what changes you intend to make to remain within the bounds of Amazon’s policies and when you will implement them.
Communicating with the right department and giving them exactly the information they need is key to getting any question or issue resolved quickly and appropriately. Amazon Seller Support is always available to sellers, but it isn’t always the most efficient way to get things done. You will just waste time and energy if you don’t know who you should contact and how to present information to them.