As a long time seller, I can surely say that over the years the Seller Support is getting worse year after year. Nowadays we barely open cases because we know the cases will be kicked back without any resolution.
However, once or twice a year Amazon FBA still screws things up badly by checking in a whole multiple sku pallet as a single sku. This happens once or twice a year in the last several years, leading to thousands dollars loss and many many returns from customers.
Recently we have to open a case asking Amazon to find out why they check in ASIN A as ASIN B. We are not questing the total quantities. We are questioning the messed up SKUs. In this case, Amazon FBA center (Norfolk) checked in two whole multiple sku pallets (over 10 skus) as two single skus, one per pallet. The FBA center literally printed new and wrong barcode and covered up all our good barcode, free of charge to us. Over the last 10 years we never asked Amazon to apply any labels for us because I know they will mess up things. All our items are already labeled and ready to scan into inventory.
So, a case like this, the seller support keeps asking us more invoices again and again for all the various SKUs. What is the point to get invoices? All we need to do is investigate the wrongly labeled items in Amazon inventory. Case closed because we don't have time to play the tic tac game with them.
For a single SKU, there are over 200 units in the inventory with wrong labels on them. They are basically other SKUs but Amazon messed up them with wrong labels. What Amazon needs to do is to investigate the inventory and do the right thing. Amazon needs to return all the messed up items back to seller since they don't know how to fix them. Otherwise customers will continue to get more and more wrong items and as such more returns.
Is there any special way for us to work with a true US based seller support? Is there a way to escalate the case to a manager or to someone in Amazon who really cares about getting seller support better and more efficient? There are too many incompetent support associates there who only knows how to kick the ball around and close a case without any resolution.
