What is Amazon Seller Support? Amazon Seller Support Review, Features

Amazon Seller Support is the main interface between Amazon and its business partners. Amazon Seller Support specialists are responsible for providing professional, high-quality, timely and effective business support to sellers who have already opened stores.

Service Method

1. By email: This is usually what we call opening a case. Each issue will become an independent case until the case is closed.

The email addresses of Amazon's site performance teams are as follows:

US: [email protected]

UK: [email protected]

FR: [email protected]

DE:[email protected]

JP: [email protected]

ES: [email protected]

IT: [email protected]

CA: [email protected]

2. Online chat: The chat service is online web instant chat (this function was cancelled in August 2018).

3. Telephone communication: Leave your phone number and Amazon will call you back during working hours.

Service Content

Advertising issues, buyers and orders, Amazon inventory issues, product upload issues, basic account issues, Seller Center login issues, inventory information upload issues, Amazon Mall network services and other issues. As long as it is an account-related question, you can contact the buyer for consultation and seek solutions.

Note: If the seller can contact an experienced customer service representative, he will provide suggestions for the seller's account operation or the operation of the relevant ASIN. However, if the seller finds a customer service representative with poor business standards, the results will not be guaranteed. In addition, do not contact the seller support team during non-working hours.

Since neither the seller nor the seller support team knows each other’s situation, sellers can skip the introduction when contacting seller support and go directly to the topic of problem solving to determine whether the other party can directly identify the key points of the problem and quickly give suggestions.

Seller Support Location

Amazon's seller support team is headquartered in Seattle, and there are also call centers in North Dakota, India, and Costa Rica, which are available 24 hours a day to help sellers solve problems. It is understood that the employee turnover rate of the seller support team in India is very high, and there is a slight lack of experience, so it is recommended that sellers seek customer service help from other sites.

Entrance

1. Click "Help - Contact Us" in the upper right corner of the Amazon seller backend page.

2. Select the category corresponding to the question.

3. Select the question you want to consult.

FAQ

Q: How can Amazon Seller Support help?

A: Before contacting seller support, sellers must be clear about what they can help with but not what issues they are not involved in. Amazon seller support can provide sellers with some technical assistance, especially some account risks or login information errors. Because the seller support team can view the seller's account, make corresponding judgments or eliminate account security risks.

If a seller encounters an issue with a listing being deleted due to a category error, or an FBA issue caused by a product safety issue, Seller Support will transfer the issue to the relevant department to ensure that the problem can be properly resolved.

Sellers should avoid negotiating with the wrong team for too long and connect with the correct responsible department as soon as possible.

Q: What are some tips for contacting the seller support team?

A: Sellers may encounter language barriers when contacting the seller support team. In this case, sellers should try to provide key information during communication to improve the efficiency of the conversation.

Sellers on some non-English sites may be transferred to the Indian seller support team when they ask the other party to communicate in English. At this time, the seller must refuse and insist on communicating with someone in the current seller support team who has a certain level of English communication skills.

Q: What should I do if the seller’s issue is not resolved?

A: Sometimes sellers find that the seller support team is not able to help with non-technical issues, or they may make a mistake in the beginning and not even transfer the issue to the right department.

For example, when a listing is restricted, sellers can easily confuse security complaints with prohibited items. Sellers need to seek help from more experienced personnel on these matters. Usually, sellers need to apply to seller support multiple times to completely resolve the problem, but if one or two requests for help are unsuccessful, you can turn to other solutions.

Remember, any incorrect information provided by the Seller Support Team cannot be used as a basis for the seller to take some illegal actions. The Seller Performance evaluation will not accept this either.

Q: What does Amazon Seller Support not help with?

A: Many sellers contact the Seller Support team for help when their accounts are closed, but the customer service representative can only tell the seller why the account was closed, but has no power to restore the ASIN or seller account. At this time, instead of spending time contacting Seller Support, you should contact Seller Performance to file a complaint.

Q: Other issues not covered by Seller Support.

A: Seller Support does not cover many issues including the Buy Box, product reviews, buyer complaints, etc. If Amazon takes any action on your account, you should first contact Seller Performance or the quality and safety department.

If the seller support team can tell you the specific reasons for the buyer's quality complaint, you can use it when writing the POA (Plan of Action), but you still have to write the entire appeal letter by yourself.

Q: Why can’t Amazon Seller Support solve all problems ?

A: Amazon Seller Support was created by Amazon to provide operational and account information support to sellers on the platform. However, due to the large scale of the platform system, complex internal processes, and inconsistent business capabilities of various seller support teams, it is not easy for sellers to get reliable advice or assistance.

Recently, there have been reports that members of the seller support team generally lack understanding of some new categories, as well as some process changes such as account suspension and Pre-POA. Because Amazon's seller support is a large team and project manager network, they are responsible for handling different areas of work, and there are certain limitations, and seller support may not have access to the vast resources that other teams have.