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Seller Support has no purpose.
I’m beyond frustrated with Amazon Seller Support. As a seller, I’ve found myself jumping through hoops, re-explaining the same issues over and over, and being asked for information that they already have. It's an endless cycle of redundant requests, and it’s seriously damaging both my patience and my business.
I’ve gone through countless cases, all of which have yet to be resolved. No matter how many times I’ve provided clear explanations or backed up my concerns with evidence, nothing has improved. It feels like no one is actually reading or understanding my cases, and no one seems to take responsibility for addressing the issues.
To make matters worse, every time I reach out, I'm asked for more details that they've already seen in previous correspondence. It’s beyond frustrating when you’ve already supplied everything needed for a solution, yet they're asking for it again and again as if nothing’s been done.
This whole process is a colossal waste of time. The back-and-forth never seems to get anywhere, and after all these hours spent trying to resolve issues that should be simple, I feel like I'm getting absolutely nowhere. All the stress and frustration has caused my blood pressure to rise – so hey, maybe I’ll be helping GlaxoSmithKline's stock price rise, at least.
In the end, I’ve learned that Amazon Seller Support is essentially a black hole where problems go to die. If anyone out there has any real advice or tips on how to actually get things done with Seller Support, I’m all ears. Until then, it feels like we’re just spinning in circles.
32 replies
Seller_RguKGMHvWFmo3
Its been mentioned on these forums and polls to the ends of the earth.
Nothing ever changes. We as Sellers all know its short sighted because if it was decent, problems would be sorted quicker, so VTR would improved, listings and photos amended as they should be, sales would be increased and so on and so forth.
No one at Amazon HQ seems to get this. Perhaps they should go back to the floor and visit some of there larger sellers and actually see problems for real.
I'd love to know @Ezra_Amazon@Spencer_Amazon@Julia_Amazon what the Seller Satisfaction (CSAT) scores are from the Polls and "Were you satisfied with the support provided" question asked at the end of each case are?
Seller_PU8ypkNZEJU9p
Oh mate don't get me started they are not fit for purpose. If we treated sellers how support treat us our accounts would be cancelled. I have had 16 A-Z Claims awaiting being looked into since Jan, all was Easy Ship (Amazon Labels) all of them have affected my ODR even though it shouldn't. I keep getting ODR affected even though they are shipped on-time using Amazon Labels, anyway, Appeals keep getting recjected and when I open a case with seller support it just keeps saying they are passing to another team, been waiting 3 months for the investigation with no response. Useless
Seller_Yjq4AEoa0h74s
You just need to see Seller Support for what it is, a failed early AI prototype.
All of the answers are automated. It has no memory of any of the previous messages in the case.
Basically, if you saw a picture of Seller Support it would have 7 fingers on the left hand and 3 and a half on the right.
Seller_uP9LqiYV3yKFy
Amazon is determined to operate the worst customer services for UK sellers
Pre - brexit when we had an issue in EU country shop the seller support was local, well trained, understanding and would provide continuance with the same person
One of the reasons we have been moving away from amazon over the last several years, its just not worth the hassles you have with the platform or customer services
Seller_03vN5ihpXY1A2
Phew, and there I was thinking that I must be having the worst ever experience with Amazon support. It is almost reassuring to find out that the terrible service is universal. In my case I am sure that I have a shipment that is lost at their warehouse. All I ever get from them is when the shipment is checked in then it will progress. I have said time and time again how can it get checked in when it appears to be lost. I'd may as well be talking to a canary.
Seller_VScpr4VvAADxF
I can be very persistent, and I save previous message info so I can cut and paste it multiple times. Sometimes, after dozens of messages, full of all the data they want, I get a sensible result but it will take weeks or even months.
I have been doing this 10 years so I should know my way around Amazon, but their Seller Service really is that bad. Pathetic, useless, insulting. It would be funny if it wasn't costing us sales, and giving us grey hairs.
Seller_AJxxLujbGDqaW
It has become very evident that seller support are just left on their own, they have the Amazon 'Google' computer and they copy and paste questions and then read the answers from the page and copy and paste them back to the seller with no knowledge of the actual issue.
It was confirmed to me by seller support that they no longer have contact with any of the teams that exist in Amazon such as catalogue team, technical and others, so they are on their own with the computer, so it is no surprise really that nothing ever gets resolved.
I have sold on Amazon for over 10 years and never had a resolution to any complex issue, so to say that seller support is not fit for purpose I am sorry to say is 100% factual.
Seller_N0kQDKMgwda6y
Sorry, but thats exectly how I and every other Amazon seller feels. Its utterly, utterly hopeless. The only time you might get a little help is if one of the Amazon people picks you up on the forums, but thats not guaranteed and neither is any outcome.
I look on my seller account here as a completely temporary thing, in the knowledge that if i hit a major problem, thats it. I may as well just walk away from it.
Seller_ibUZFBzz1phkp
I am having similar problem. I even reached out to my so - called rep and all I was told is that they are not allowed to get involved or escalate. So I was directed to deal directly with seller support which has been impossible. I am really disappointed.
Seller_7pTs15IYXmTOB
"I can be very persistent, and I save previous message info so I can cut and paste it multiple times. " @Seller_VScpr4VvAADxF
Same here.
For some time they intimidated me, warned me, even used to call over phone and bully me to shut down case in very aggressive tone, for copying and pasting my legitimate concerns. However I was one step ahead of them. I collated all of it and sent them to Ajassy/Jeff's team along with Case IDs of professional misconduct by seller associates and all of their aggressive notes of warning.
I then raised the underlying issue that not only did seller support not offer "resolution" or justify the subscriptions I pay, but also that they were copying and pasting scripts and repeating themselves. I asked the pertinent question as to why was it that there was one law for them and another for us sellers?! At least I had one legitimate reason for repeating myself, obviously that I was not getting resolution to pressing issues that were affecting my selling experience.
Anyway as a result, the bullying by seller associates and escalations team came to an abrupt end. However, a dysfunctional catalogue, listing issues, unintelligent interpretation and ruthless application of refund and reimbursement policies, poor execution of the seller support infrastructure; all of which systemically destroy the platform and contribute to negative selling experience, loom large.
Rome fell because because of a very dysfunctional and corrupt internal organisation that failed to serve the public interest. Just saying.
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