5 Tips for Dealing with Amazon Seller Support
Do you ever feel like you’re going around in circles trying to speak to Amazon seller support? You’re not alone. Seller Support often lacks the training to handle complex problems which often leaves many sellers banging their heads against a wall. Trust me, I’ve been dealing with Amazon for over 13 years, so I understand the stresses and frustrations you may be facing. In this video, I share five practical tips to help you navigate Seller Support more effectively and, hopefully, resolve your issues faster.
Use Simple English and Bullet Points
When contacting Seller Support, try to keep your communication short. There’s no need to write an essay, so stick to bullet points which clearly outline your issue(s). If you use simple language and keep it sharp and concise with the key facts, this will greatly reduce the chances of your message being misunderstood or overlooked.
Tip: Include screenshots with annotations (arrows, highlights) and reference them in your message. Visual aids help clarify your concerns and make your case easier to understand. Remember, Seller Support are up against it most of the time with only a short window to reply to requests.
Reference Previous Resolved Cases
If your current issue is similar to one you’ve resolved before, use this to your advantage and reference the case. Providing the case ID and an explanation of how it was handled, can help give you momentum by showing that a precedent exists for resolving the issue in your favour.
Request Escalation to Leadership
If Seller Support doesn’t understand your query or keeps giving unhelpful responses, politely request an escalation to a senior team member. There’s no need to be rude or get frustrated, just simply request that someone more senior take a look. Leadership-level staff are often more knowledgeable and better equipped to resolve complex issues.
Put Seller Support on the Back Foot
Sometimes, framing your queries in a way that challenges Seller Support can yield better results. For example, respond with phrases like, “You’ve stated X, but can you explain why Y isn’t possible?” This approach can encourage the person handling your case to think more critically or at the very least, escalate it to someone who can resolve it.
Persevere and Build Your Case
Complex issues often require persistence. Keep detailed records of your interactions with Seller Support, including case IDs, emails, and screenshots as evidence and clearly outline the desired resolution. We’ve heard of previous cases where it took 25 attempts to get the query in front of the right person. It might take multiple attempts, but persistence pays off.
If you’re still struggling, consider working with an agency like ours. At Ecommerce Intelligence, we’ve handled everything from catalogue hijackings to complex branding issues, and we might have a solution for your challenge too.
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