Seller support are marking my cases as Answered without providing answers
I’ve had a lot of issues with an A-Z claim recently and have been messaging seller support and the A-Z team about finding out more about the problem. The A-Z team have ignored all questions I’ve asked them in the 3 separate times I’ve contacted them and the seller support team have recently taken to closing my messages as “Answered” without actually replying to me. Whenever they do this they are also deleting all record of the conversation in my Case Log in my seller account.
I am ideally after a place to report this behaviour to but unsurprisingly seller support are not giving me this information. Does anyone have any contact details for reporting both the seller support team and the A-Z team?
2 replies
Seller_f5cnodyVjLD4S
Hi,
Please be sure to be accurate and above all honest, keep it brief and bullet point the facts. Good luck
managingdirector@amazon.co.uk
Seller_EJIX7rqDNQJi2
From your post it’s impossible to tell what kind of issues are you having. It would be much better if you explained it here to receive help.
A-Z claims aren’t managed by the Seller Support, they need to be represented and appealed through the dedicated form in your account. A-Z guarantee department on the other hand will not answer your questions, they decide the outcome of claims but aren’t here to advise you.
Regarding cases being marked as answered with no response, this normally happens if you keep opening new cases over the same issue, instead of updating the original one.
If you need help with handling A-Z claims properly, check out my thread with detailed instructions how to represent your case in different situations:
It includes a brief summary of all relevant Amazon policies and guidelines which affect the claim decisions and the information are regularly updated to ensure they are up to date.
