Do you need urgent help from Seller Support?
Hello Sellers,
I want to talk to you about a very interesting topic today. I'd like to share some practical tips to help you get responses from our Seller Support team.
Here are 7 suggestions:
- Choose the most relevant category for your enquiry. This ensures your case is routed to the appropriate team from the start, avoiding transfers.
- Include screenshots whenever possible. Visual aids can clarify issues and prevent misunderstandings, saving time on back-and-forth emails.
- If you haven't received a response, reopen the existing case instead of creating a new one. This prevents information from becoming scattered across multiple cases.
- For new issues related to a previous case, reference the case number. This helps our agents quickly access the relevant information.
- Be clear and specific about your question or expectations. Numbering multiple questions can help ensure none are missed.
- Provide all necessary details upfront, such as order numbers, ASINs, tracking information, and despatch dates. This allows our team to assist you more efficiently.
- Respond to satisfaction surveys after your request is resolved. Your feedback helps us continually improve our processes and training.
Please feel free to share any additional suggestions you may have in the comments. We appreciate your input as we strive to provide the best possible service.
-Winston
37 replies
Seller_RlZVPg3d6ZUGP
Getting responses isnt a problem, getting sensible responses that actually relate to your issue definitely is
Seller_76AUwmqvSyRIM
Tips for Seller Support agents (human or bot)
- understand Amazon policies relating to the subject
- actually read and understand the query
- seek clarification from the seller if necessary before reaching a decision
- avoid fake empathy and use of flowery language at all costs
- actually care about the seller's business and seek to resolve the query which may not be in the seller's favour but it is actually the correct decision
- follow though with specialist teams and don't close cases unless actually resolved
- if seller contacts you again, don't reply with exactly the same text as the previous answer
- do quote links to policies in your responses but ensure that the part that matters is quoted instead of expecting the seller to decipher the Amazon-speak code language
- Many more, others can contribute
Seller_kKOdRZuhZIPPS
The response is quick but usually has no relevance to the question / issue that was raised. Or they just say things that don't make sense. One example - I asked them to change the brand on one product and they kept saying I had to have approval from the brand - which is me! So i've had to just leave it as 'generic'. I could delete it and create a new listing but I'd lose all my reviews and ranking.
There was a time when they were actually very helpful so I don't know what's happened over the years. For instance, if a buyer left a feedback for a product I've never sold, I could call them and they would remove it. Same if it was feedback that said something like 'the plastic lid broke' when the order is for a book! They were all like the moderators in the forum (helpful) but now I don't know if they are actually real people? If they are real people, that's even more of a worry. If they can respond properly when a moderator nudges them, why can't they get it right when we contact them ourselves?
I don't message them any more (or I just make one attempt). If a problem with a product arises, I just stop selling it. Ridiculous but far less stressful.
I wish they would listen and understand the specific issue (instead of generalising and sending a cut and paste reply that relates vaguely to the issue but has no relevance).
Also, I would like them to use common sense.
Seller_oLG8iq4VBPVWg
If Seller Support does not have the answer then they just simply transfer the case which can not be opened, for example all of my Transferred case logs all unanswered of course, so how long does a seller have to get a response is the million dollar question!
Each transferred case - Dummy email body for Ekko (Paragon) contact.
21 June 2024
01 June 2024
29 May 2024
06 May 2024
25 March 2024
12 March 2024
08 March 2024
24 January 2024
22 January 2024
16 January 2024
09 January 2024
05 January 2024
16 November 2023
29 April 2023
27 February 2023
04 November 2022
Seller_iUcF35YSDwxDs
In all honesty, Seller support needs a complete overhaul.
I think it's the biggest pain point for sellers on the platform. Even replacing it with 100% AI would yield better results than the current set up.
My guess is that agents have targets to meet, which is why you get irrelevant copy and paste (though I suspect they have a drop down menu or something of pre-set replies) rather then them spending time to read them.
I'm also guessing there is some sort of auto translate in to the agent native language?
Seller_dNa0OnTP0n8Ug
Sorry - but Amazon seller support absolutely sucks. You open a case and for each reply someone different responds who has absolutely no idea about the case. It is impossible to get a sensisble reply. To be honest, I do not think that the agents actually read the questions - they just jump in and reply when they recognise a word in the case (after all English is not their first language).
It would really help if a case was allocated to one particular agent who dealt with it as far as they could - then if they can't help maybe they pass it on to someone who may be able to and they help as far as they can etc etc.
Who ever invented the Amazon Seller Support system really should be ashamed of themselves.
Seller_KBCvmRKLx6ft0
Not sure if you actually believe that any of these things will make any practical difference to how support cases are handled Winston, but at best it just demonstrates how out of touch Amazon staff are with reality.
Seller_FWBHNd0a47ygI
- Need clarifications from the seller before reaching out any decision without notification.
- And deffinitly it will be help if a case allocated to one particular agent and they have to have some decision making power before pass it to someone who could deal with it, if not - then they can pass it on to someone.
- Follow though with specialist teams and don't close cases unless actually resolved.
- Amazon response time need to minimise.
Seller_2Htw9xCla3oOQ
The response was never an issue, you create a case and they respond. You start talking to someone that have no idea how to fix your issue, and your ticket ends up getting transferred 3-4 times and if you are lucky it will get solved within 4-5 weeks, but most probably, it will be closed by the escalated team without being resolved.
