How to escalate a case?
Does anyone know what we should do about this?
We've been erroneously charged every month for a very long time. We opened a case about this over 10 months ago and this is still open now as seller support have been trying to solve it ever since but have not been able to.
Some of the erroneous charges have been reimbursed to us from time to time, but the root cause of why they are still being charged each month has still not been successfully fixed. We are now owed reimbursements again.
I posted this on the forums here over 10 months ago and a moderator regularly updated us about this for the first 8 months or so, he also had a dedicated seller support rep assigned to the case, who was on the case for around 5 months and who I also spoke to on the phone.
But now for the past 2 months the moderator has not replied to anything and then last week the assigned seller support rep said they were leaving (not sure if leaving Amazon or just the case) and said another seller support rep would be in touch within 48 - 72 hours. It's now over a week and I've heard nothing despite sending 2 reminders.
I have spent upwards of 100 hours on this so far, and in 6 weeks it will be a year since the case was opened.
As seller support and the moderator have not been able to properly resolve this, does anyone know how this can be escalated beyond them, to someone who is able and willing to get this fixed?
11 replies
Seller_ZVAz3d5lZuGid
I would suggest emailing the MD (managingdirector@amazon.co.uk), or using mediation - search in the blue box above.
Seller_DJqWlEby6fi8n
I've now tagged all the moderators I can find to see if any know of a way forward for this. These are @Ezra_Amazon @Julia_Amazon @Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon @Spencer_Amazon @Winston_Amazon @Maja_Amazon @Ash_AMZ @Abella_AMZ @Angie_Amazon @JiAlex_Amazon. Does anyone know of any more?
Seller_DJqWlEby6fi8n
I've not had any response from any of the tagged moderators yet, and nothing further from seller support.
Has anyone else had a case that gone on for this long (coming up to 11 months now), and if so was it eventually resolved, and if so how did you manage to get it resolved? (was it escalated, what happened?).
I've already tried many things but nothing has worked so far. This has to be solved otherwise money is just continually dripped out of our account for no reason, and we need recompensing for what has happened up to date. Any help much appreciated.
Seller_NR7AbZwDMu6mb
Have you tried @amzsellerhelp on Twitter / X? They have helped me in the past where seller support were unsurprisingly useless.
Aside from that, your post is yet another indication that seller support is entirely unfit for purpose and needs a complete overhaul.
Seller_DJqWlEby6fi8n
Update: We're still being charged more fees but someone else from Seller Support has now contacted us and said they will look into it. Coming up to 11 months now and I've lost count of the number of people who said they are going to sort this out (or have even said on several occasions that it was fixed when it wasn't), hopefully it really will get sorted this time.....
