Seller Support is NOT supporting us!
We have been selling on Amazon.UK for 13Y+ and we have experienced the changes over the years. In recent years the human interaction with SS has obviously diminished and even when you get lucky for a person to respond , they just throw back a template without even reading your message so they also act as robots. At times this can get really annoying as you can’t get them to understand a simple situation needing a button to be pressed from their side to correct it . These cases are taking weeks and weeks and a lot of our time , and destroy our nerves, morals and often get nowhere.
Here is a situation and why I opened this case.
More than 2 weeks ago we had 2 listing policy violations in one go with 3 performance notifications (one was duplicate) . These relating to 2 very common basic electrical accessory that we have been selling for many years. There are 100s of other sellers selling the same generic products in different length and type . We acknowledged the violation in the account health page (as there was no other option to appeal) and opened a case with SS for both, fully explained , gave them examples, information, other ASINs of same and even Amazon’s own recommended products (Amazon Choice) . The templates started coming back. No mater how much we changed the response and explained more , just made no difference. Eventually when we pressurised , they transferred the case to another team. 2 Weeks later nothing back . In the meantime both ASINs lost their ranking that took years to build. In our experience, this transferring to another team is yet another way of delaying or even ignoring the case. So we chased again and back to the original cycle of useless templates.
Exactly same with another case, where Amazon has changed the title of one of the products to an irrelevant title, we had to put it to zero stock to avoid issues with customers. We have been going round the block with SS for 2 weeks or so and they just don’t want to know. They are just going through a list of excuses so they don’t have to correct the title that obviously is a mismatch with Images, Bullet points, Description etc.
Are any of you facing similar experiences? Why are they being so difficult to assist the sellers? What is the most efficient way to deal with these situations?
Wishing everyone a Happy New Year,
36 replies
Seller_7VbclcPFFRTnc
What were you looking for SS to do in regards to this ?
As you acknowledged the violation, presumably its not been removed ?
What was the issue with the product ?
Seller_4jeZD40ha7u4o
To me, this is principally wrong that they ignore 1000s of the same product and just pick on one seller’s product.
The issue according to them was that these were products not suitable for use in the UK but this is not the case . Its like blocking a travel adaptor with 2pin plug . People buy these to take it abroad to use .
No document or voltage issue.
Seller_4jeZD40ha7u4o
My concern is more of the way SS is interacting with us on different matters. When it comes to technical products , they often don’t have the knowledge and they never answer to specific points raised.
We have not escalated to the MD as we prefer to resolve the way it is supposed to be resolved.
We accepted the violation as there was no other option given , the products got blocked with the notices and there we had 2 violations on the account health and unless we acknowledged , they would just sit there and affect other things. We were expecting a choice of appeal , but there was not such choice and to our recent experience if even we were given that choice , the case again ends up with SS so back to square one. In the past, it would end up with a team of with some level of expertise.
Is contacting the UK MD meant to be like internal complaint procedure?
Seller_77IcbQKVGdZo0
I can kind of understand why you acknowledged the violation but it was the wrong thing to do. Once you have done that you effectively say you were at fault. This may impact your account if you have further issues.
I agree that you may need to contact the MD to get this resolved. You need to understand what the problem is and have documents to dispel what you have been accused of. Don’t go quoting other sellers similar listings as this will get you nowhere. You just need to prove your product can be sold on Amazon.
Seller_4jeZD40ha7u4o
Thank you for your inputs.
It still makes no sense that we were not given the opportunity to appeal , but also if we had been given then we would still be in the same situation but with added 2 Violations on our account health .
In many cases, we have asked SS to transfer the case to team leader , but they refuse and not respond.
We will consider option of writing to the MD .
Seller_XrsxyuONn8r2w
We had a policy violation warning for ‘threatening a customer’.
The customer in question was that abusive we had to report them to the Police and they actually took action, given the sheer abusive content… Clearly Amazon did nothing!
We have asked probably a dozen times now for Amazon to supply the details and proof that we made a threat toward the customer! they reject the appeal every time with the same generic reply!
Yet the customer is no doubt still allowed to go on buying and abusing other sellers!!
The appeal has now for the last 3 times, asked them to escalate the matter as a formal complaint! can you guess the reply…
The level of service that sellers now get is a joke to say the least!
Seller_19xPhE8YgkmxW
Hello ChiChi1,
This is not about SS but your comment where the title of one of the products has changed to an irrelevant title…
A Forum Moderator recently pointed me at a page which included content I was not aware of:
https://sellercentral.amazon.co.uk/abuse-submission/form/detail-page-different-product
This allowed me to correct a picture/title discrapancy for one of my items
This might be effective for your problem?
Happy New Year
Brian
Seller_E5g7NVvIisYd4
i would agree that Amazon Seller Support can be frustrating and time consuming to deal with. That replies frequently and too often do not deal with the issue submitted
Seller Poll on Seller Central on 28/12/2022 was
Amazon provides clear guidance on how to improve my Account Health Rating
Because you cannot explain your rating to the Poll through the Poll, I opened a case where I said
clear guidance = Yes
practical guidance = NO
clear guidance that works in the real world = NO
I then explained that following the clear guidance to use Amazon’s Buy Postage and that having tried to use Amazon’s Buy Postage it was not as efficient and practical as using Royal Mail Click and Drop. and explained in detail why that was my experience going step by step to the issues I had with creating bulk postage for a quantity of orders of the same product
The reply was a long explanation about why my VTR was less than 100%. It took five replies to persuade someone to read and understand my original message and deal with why I found Amazon’s Buy Postage time consuming and inefficient compared to Royal Mail Click and Drop.
I have had other cases where the reply from Amazon Seller Support completely ignore the issue or question submitted to them and it takes multiple replies to have someone deal with the original question or issue. It should not require the wasted time and effort to have a issue or question dealt with in the first reply
Seller_RWwkP2Nc4os83
I feel your pain. I had a similar situation with pricing of some of our items. Amazon told us they were too expensive and against their pricing policy. They are our own products so how this can be the case is baffling. Regardless, after weeks of trying to resolve this with SS they replied and told me that the items were violating their pricing policy but no reasons why!!! I gave up and ended the listings. Good luck and happy new year.
Seller_2mXvaemgrVabX
I am not getting any support from SS. I have verified my bank account as Barclays bank has broken the link between my business account and any connections to Amazon, so we have added a new card, the deposit method is verified and i have added a new card for the charge method, everything looks okay for now but I cannot access my money from Amazon as the funds on all market places have gone into Account Level Reserve, does anyone know how long money stays in account level reserve ? before you can manually disimburse the funds to the new card details added, due to bank error? i have staff wages to pay and had to pay out of my own pocket and all the overheads i have to pay and all the loans so i feel real depressed.
Also does the deposit method card detail need to be the same as the charge method card details?
Happy New YEAR!
