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How do I make a formal complaint regarding a seller central case ongoing without resolve for over 2 months?
How do I make a formal complaint regarding a seller central case ongoing without resolve for over 2 months?
All of my units of one asin (my own asin) suddently went into 'reserved' and listing became inactive - doesn't seem to be any issue with the units and I'm just getting a copy and paste 'we've passed the concern to another dept'. Meanwhile I've had no sales for over two months for this asin. I've requested many times for a manager to take over the case and requested many times that I want to log a formal complaint but they're just ignoring me every time and sending the same copy and paste response.
Does anyone know how to make a formal complaint in seller central?
Thanks
23 replies
Seller_ZVAz3d5lZuGid
There is no formal complaints procedure, though you could try emailing/escalating to the MD - managingdirector@amazon.co.uk - you would have to have raised a case with seller support before doing that, then you have a case ID to quote. Cannot guarantee you'll get anywhere though - 2 months is nothing in Amazon's timescale of dealing with issues !
Simon_Amazon
Hello @Seller_e5FtFQ2m1UGE8,
Here Simon from Amazon, happy to try and help.
Would you mind sharing the Case ID?
I would like to take a look into it.
Best,
Simon
Seller_lmJOjF6JybyzB
I've yet to see any accountability whatsoever from Seller Support for their continually abysmal performance, and believe me I've tried.
Seller_IQo80d99W2DzP
You can ask other Sellers in case they may know the answer that you require from SS, as I have found SS always useless. Bots even worse.
They usually just repeat to you what you said, then say they are sorry for the problem and close the case without an answer, say they are transferring, ask for more information that you already provided, or they answer totally a different question, or sometimes they are honest and tell you they cannot help, but do not resolve whichever way you look at it.
MD email used to be good, but I guess now they need on every case, so inundated.
Seller_phbBMYTeEaQZn
I see in this thread that someone from Amazon
1) Paid attention.
2) Offered to assist
How did that work out ?
Seller_ae51e0CJoHqCX
As others have said there is no formal procedure and Amazon are a law unto themselves.
There is no accountability for what they do or how they respond.
Writing to the Managing Director used to be some sort of escalation process but now this is even automated to the extent that it will be passed to someone in escalations and just another seller support department.
You maybe lucky and get someone willing to help but all routes will end up in the same place.
I have cases that have been open for more than 6 months that have either been transferred, answered without resolve. They can even delete them if they feel it really is too much.
I have had cases whereby they get transferred and then kicked into the long grass.
I have an issue with proven overcharges for thousands of transactions and gave them every single order ID it affected. They ended up just burying me in reports and charts just to frustrate the process.
Amazon are only there to help themselves. Raise a case and they will judge how it affects Amazon, not how it affects you and then pass it to the relevant department (whatever that means)
No formalities exist with you and Amazon, you dance to their tune, they will never dance to yours. No complaints process, no arbitration, not even fairness, their way or the highway.
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