How to get more help?
We have a problem with our listing, and we have been trying to get help for a month already.
The problem is complicated so the chat support can’t answer and solve the problem
When we communicate by email, nobody reads what we write. new people keep asking the same questions again and again, we answer, but the next person doesn’t read our answer, he/she does repeat asking the same, it looks they all sending a standard email with links and questions… But when we answer these questions, nobody reads them .
Previous cases became long and nobody read them, so we created a new case with summary of all previous correspondence. It looks the first person read it and asked some additional information, we answered, but the second person just sent this standard email with questions, the same as in previous cases. We replied , but the third and forth are now sending the same email without looking into previous answers, so it goes in circles.
How we can get to someone who can read the case and understand the problem?
Do they read what was on previous steps at all? or we need to write the whole story again and again?
We tried, but it was getting long, and instead of reading it, they just picked up something, often randomly, and sent links to manuals.
Is there any chance to get to a right team who can solve problems?
8 replies
Seller_DTufFoxJuMU0M
That’s standard for seller support unfortunately. Its the worst excuse for support that I have ever come across… half the time I think it’s automated, and if its an actual person they just look for a keyword and send a copy/paste reply. They are a disaster
You could post your problem here and see if we could help?
Seller_axg5XCmiRH5TV
Exactly, I also think that the seller support should help with more complex problems but not how to sell on Amazon, we certainly read all relevant sections. We believe there are problems with our specific listings, which we can’t see from our side.
Our problem:
sometime in August something happened with no actions from our side, one day our variations were separated from the parent and all listings became separate. The support advised us to delete all listings and re-list after 24 hours, which we did, and now we very much regret that we listened. Not only all listings have problems, they lost half of the information, we can’t edit to restore it, and also they are still separate and we can’t re-list the parent.
This was their advice to delete listings, didn’t the people who advised know about the consequences and potential problems?
We tried to re-list the parent using different methods: just adding a product (which is on Amazon and which isn’t, didn’t work), using various templates (for a product in Amazon catalogue, and not in catalogue). Every time errors are generated. We sent this to support, now it goes in circles as they keep asking about the brand (no brand, generic), SKU, products… We reply with all information to their questions, but the next person just sends almost identical email with all questions again, we send our reply, but they do not read answers, but ask questions again.
We do not know how to pass this stage. How can we answer so they read it?
And how to bring all our variations back to one parent?
The problem is that the products are generic, but historically there was NA in the brand field (from the very beginning from two years ago). The system doesn’t allow to change to Generic as there is already something in the brand field, and it doesn’t want to list a new listing with NA in the brand field, even with old ASIN and SKU.
In every email support send us links to general paren-child information and how to list new products. We have already passed this stage, but we can’t ask support to look at the combination of errors and find a solution, they just do not read our answers.
Any ideas how we can move forward?
We spent a lot of time and money during two years to get the ranking which we have, I am not sure that we have enough enthusiasm if we just drop these listings and start from the very beginning. And we still have a lot of stock, but sales dropped.
Any ideas what to do?
