Contacting Seller Support
Hey Sellers! I wanted provide some quick tips and guidelines on contacting Seller Support.
To reach out to Seller Support, log in to your account, then hover over to the Help button on the top right of your Seller Central account. From there click on Get help and resources.
Here is a direct link that you can also utilize to reach out to support:
https://sellercentral.amazon.com/cu/contact-us
On the next page, select your issue and marketplace, if you don't see an option for your problem, select the My issue is not listed box on the bottom of the page.
Sellers under the Individual plan can e-mail support, while Professional sellers can e-mail, request a call or chat with support. Plans benefits are listed on this help page.
Before Creating a New Case:
Take a quick look at your existing cases first - your issue might already be in pending action by you or Seller Support. Those are labeled Pending Amazon Action (when we are working on it) and Pending Merchant Action (for when a response is required from you).
Best Practices:
One issue = one case (it helps our different teams work faster without confusion).
If you already have a case open for an issue, please hang tight instead of creating another one.
Need more time to get back to us? Just let us know by responding to the case, and we'll keep it open.
If you have questions about a closed case simply reopen it instead of creating a new one.
***Remember, we're here to help - following these tips just helps us do that more efficiently, and if you have any questions or further concerns, you are always welcome to start a new discussion here and we will be happy to assist in any way we can. Do make sure to include your case IDs before creating a new thread, this helps with our investigation and reduces the time you have to wait for us to respond back.
Best,
Connor
Contacting Seller Support
Hey Sellers! I wanted provide some quick tips and guidelines on contacting Seller Support.
To reach out to Seller Support, log in to your account, then hover over to the Help button on the top right of your Seller Central account. From there click on Get help and resources.
Here is a direct link that you can also utilize to reach out to support:
https://sellercentral.amazon.com/cu/contact-us
On the next page, select your issue and marketplace, if you don't see an option for your problem, select the My issue is not listed box on the bottom of the page.
Sellers under the Individual plan can e-mail support, while Professional sellers can e-mail, request a call or chat with support. Plans benefits are listed on this help page.
Before Creating a New Case:
Take a quick look at your existing cases first - your issue might already be in pending action by you or Seller Support. Those are labeled Pending Amazon Action (when we are working on it) and Pending Merchant Action (for when a response is required from you).
Best Practices:
One issue = one case (it helps our different teams work faster without confusion).
If you already have a case open for an issue, please hang tight instead of creating another one.
Need more time to get back to us? Just let us know by responding to the case, and we'll keep it open.
If you have questions about a closed case simply reopen it instead of creating a new one.
***Remember, we're here to help - following these tips just helps us do that more efficiently, and if you have any questions or further concerns, you are always welcome to start a new discussion here and we will be happy to assist in any way we can. Do make sure to include your case IDs before creating a new thread, this helps with our investigation and reduces the time you have to wait for us to respond back.
Best,
Connor
0 replies
Seller_keSnEDesLFVwv
How do we deal with the occasions in which the SS staff closes a case because they clearly did not understand the issue?
Re-opening the case does not work. The person reviewing just rubber stamps the error, and closes it again. The initial bias remains.
How do we get someone to look at the issue from the very beginning?
Seller_4HsL3GZbyDLea
But the biggest issue is that the first tier seller support people are clueless. They do not even understand basic logic or English, let alone understand complicated issues.
I have to go to Reddit to solve issues, now.
Seller_ItzmQ2WaIKQN3
You are telling us that one case for one issue.
What we should do when there is 500 ASIN have same issue??? Support team told us that they only can work on 5 ASIN at a time on single case. that means for rest 495 cases i still have to open 99 more cases..
@Connor_Amazon
Seller_Ha6JyVvDK6Ybs
There is not support all chat bots or you waste time then you get some copy and paste unsealed BS as there is zero support that actually fixes anything!
Seller_OCVVpQoGTGdCP
We appreciate your tips and guidelines. However, this is not in line with our experiences with Seller Support. Typically, we are transferred around multiple times and eventually just told to delete the workflow and start over. Or we are told to use a different browser, delete cashe, cookies, history, etc. On occasion, a Seller Support Associate might slip up and admit that Amazon/Seller Central has a known issue on their end. But that is quite rare. Despite the countless errors and bugs within Send to Amazon, they place the blame on us. We never receive resolution, and we do not see improvements. It is quite possibly the worst customer service interaction I've ever experienced.
As an example, I recently created a case via chat, because I was in need of immediate assistance. I explained the error I was experiencing, provided the relevant information (Workflow ID, URL, time-stamp, etc) and then began corresponding with the Associate via chat. After they requested a moment to review my case notes, I was essentially asked to explain the issue all over again. I attached screenshots and the manifest file, which was also reviewed. Then I was transferred... three times! Each time, I was asked to give them a moment to review, yet still had to start from the beginning with my explanation of the issue. After chatting with four Seller Support Associates, I still had no more information than I did when I first experienced the issue. It was forwarded to the mythical "Internal Team" for additional review.
The next day, I was provided with (essentially) a regurgitation of the information I had already provided regarding the nature of the error, as it was phrased by Amazon. They considered this case to be resolved.
Of course it wasn't, but I eventually figured out what was happening and resolved it on my own. At least 5 different Seller Support Associates could not provide me with an answer to my inquiry, or even explain the phrasing Amazon used to identify the error I was receiving from Amazon. Usually, it's not that simple. More often than not, an error in Send to Amazon is not properly identified, or there is a completely different resolution than what Seller Support suggests. These are issues/errors/bugs originating within Amazon's system, yet we are made to feel responsible. It must be either user error or the browser we use, never an internal issue in Send to Amazon! There is no ownership or acknowledgement of bugs within STA or by Seller Support. It's quite disappointing, to put it kindly.
On a related note, can you provide any tips for contacting this "Internal Team" directly? We can only assume that they are the only people within Seller Support that know any answers to any questions, as every case always ends up there. Or the ether. Regardless, it's always the same result: Delete and start over.
Seller_r7QPN6m3dxFr0
I tried that several times but they just give me incorrect answers not related to my issue and tell me to call support again? I supplied them with pictures, customer contradict I've false claims but no one listens. Can I give you the info and you can assist me. My sales are 0 because of this event .I have been a profession seller for over 20 years here with a consistent 100% feedback.can you assist me? If so I can send you all needed details. I rely on my sales to support my homeless and sick/handicap rescue and this is having a devastating impact on my rescues meds care and food.thank you. Barb
Seller_LTNvvFJ2jqJOv
@Connor_Amazon @Seller_Ha6JyVvDK6Ybs @Seller_r7QPN6m3dxFr0 @Seller_OCVVpQoGTGdCP
How do I get a non overseas support person, every time I call, the connection is bad or I cannot understand the overseas rep. It makes simple requests so difficult to achieve. I heard farm animals in the background a few times.
Seller_Vjnwgi5MFIKNy
First suggestion is not to contact them if you value your sanity. You most likely won't get help.
Contacting Seller Support
Hey Sellers! I wanted provide some quick tips and guidelines on contacting Seller Support.
To reach out to Seller Support, log in to your account, then hover over to the Help button on the top right of your Seller Central account. From there click on Get help and resources.
Here is a direct link that you can also utilize to reach out to support:
https://sellercentral.amazon.com/cu/contact-us
On the next page, select your issue and marketplace, if you don't see an option for your problem, select the My issue is not listed box on the bottom of the page.
Sellers under the Individual plan can e-mail support, while Professional sellers can e-mail, request a call or chat with support. Plans benefits are listed on this help page.
Before Creating a New Case:
Take a quick look at your existing cases first - your issue might already be in pending action by you or Seller Support. Those are labeled Pending Amazon Action (when we are working on it) and Pending Merchant Action (for when a response is required from you).
Best Practices:
One issue = one case (it helps our different teams work faster without confusion).
If you already have a case open for an issue, please hang tight instead of creating another one.
Need more time to get back to us? Just let us know by responding to the case, and we'll keep it open.
If you have questions about a closed case simply reopen it instead of creating a new one.
***Remember, we're here to help - following these tips just helps us do that more efficiently, and if you have any questions or further concerns, you are always welcome to start a new discussion here and we will be happy to assist in any way we can. Do make sure to include your case IDs before creating a new thread, this helps with our investigation and reduces the time you have to wait for us to respond back.
Best,
Connor
Contacting Seller Support
Hey Sellers! I wanted provide some quick tips and guidelines on contacting Seller Support.
To reach out to Seller Support, log in to your account, then hover over to the Help button on the top right of your Seller Central account. From there click on Get help and resources.
Here is a direct link that you can also utilize to reach out to support:
https://sellercentral.amazon.com/cu/contact-us
On the next page, select your issue and marketplace, if you don't see an option for your problem, select the My issue is not listed box on the bottom of the page.
Sellers under the Individual plan can e-mail support, while Professional sellers can e-mail, request a call or chat with support. Plans benefits are listed on this help page.
Before Creating a New Case:
Take a quick look at your existing cases first - your issue might already be in pending action by you or Seller Support. Those are labeled Pending Amazon Action (when we are working on it) and Pending Merchant Action (for when a response is required from you).
Best Practices:
One issue = one case (it helps our different teams work faster without confusion).
If you already have a case open for an issue, please hang tight instead of creating another one.
Need more time to get back to us? Just let us know by responding to the case, and we'll keep it open.
If you have questions about a closed case simply reopen it instead of creating a new one.
***Remember, we're here to help - following these tips just helps us do that more efficiently, and if you have any questions or further concerns, you are always welcome to start a new discussion here and we will be happy to assist in any way we can. Do make sure to include your case IDs before creating a new thread, this helps with our investigation and reduces the time you have to wait for us to respond back.
Best,
Connor
Contacting Seller Support
Hey Sellers! I wanted provide some quick tips and guidelines on contacting Seller Support.
To reach out to Seller Support, log in to your account, then hover over to the Help button on the top right of your Seller Central account. From there click on Get help and resources.
Here is a direct link that you can also utilize to reach out to support:
https://sellercentral.amazon.com/cu/contact-us
On the next page, select your issue and marketplace, if you don't see an option for your problem, select the My issue is not listed box on the bottom of the page.
Sellers under the Individual plan can e-mail support, while Professional sellers can e-mail, request a call or chat with support. Plans benefits are listed on this help page.
Before Creating a New Case:
Take a quick look at your existing cases first - your issue might already be in pending action by you or Seller Support. Those are labeled Pending Amazon Action (when we are working on it) and Pending Merchant Action (for when a response is required from you).
Best Practices:
One issue = one case (it helps our different teams work faster without confusion).
If you already have a case open for an issue, please hang tight instead of creating another one.
Need more time to get back to us? Just let us know by responding to the case, and we'll keep it open.
If you have questions about a closed case simply reopen it instead of creating a new one.
***Remember, we're here to help - following these tips just helps us do that more efficiently, and if you have any questions or further concerns, you are always welcome to start a new discussion here and we will be happy to assist in any way we can. Do make sure to include your case IDs before creating a new thread, this helps with our investigation and reduces the time you have to wait for us to respond back.
Best,
Connor
0 replies
0 replies
Seller_keSnEDesLFVwv
How do we deal with the occasions in which the SS staff closes a case because they clearly did not understand the issue?
Re-opening the case does not work. The person reviewing just rubber stamps the error, and closes it again. The initial bias remains.
How do we get someone to look at the issue from the very beginning?
Seller_4HsL3GZbyDLea
But the biggest issue is that the first tier seller support people are clueless. They do not even understand basic logic or English, let alone understand complicated issues.
I have to go to Reddit to solve issues, now.
Seller_ItzmQ2WaIKQN3
You are telling us that one case for one issue.
What we should do when there is 500 ASIN have same issue??? Support team told us that they only can work on 5 ASIN at a time on single case. that means for rest 495 cases i still have to open 99 more cases..
@Connor_Amazon
Seller_Ha6JyVvDK6Ybs
There is not support all chat bots or you waste time then you get some copy and paste unsealed BS as there is zero support that actually fixes anything!
Seller_OCVVpQoGTGdCP
We appreciate your tips and guidelines. However, this is not in line with our experiences with Seller Support. Typically, we are transferred around multiple times and eventually just told to delete the workflow and start over. Or we are told to use a different browser, delete cashe, cookies, history, etc. On occasion, a Seller Support Associate might slip up and admit that Amazon/Seller Central has a known issue on their end. But that is quite rare. Despite the countless errors and bugs within Send to Amazon, they place the blame on us. We never receive resolution, and we do not see improvements. It is quite possibly the worst customer service interaction I've ever experienced.
As an example, I recently created a case via chat, because I was in need of immediate assistance. I explained the error I was experiencing, provided the relevant information (Workflow ID, URL, time-stamp, etc) and then began corresponding with the Associate via chat. After they requested a moment to review my case notes, I was essentially asked to explain the issue all over again. I attached screenshots and the manifest file, which was also reviewed. Then I was transferred... three times! Each time, I was asked to give them a moment to review, yet still had to start from the beginning with my explanation of the issue. After chatting with four Seller Support Associates, I still had no more information than I did when I first experienced the issue. It was forwarded to the mythical "Internal Team" for additional review.
The next day, I was provided with (essentially) a regurgitation of the information I had already provided regarding the nature of the error, as it was phrased by Amazon. They considered this case to be resolved.
Of course it wasn't, but I eventually figured out what was happening and resolved it on my own. At least 5 different Seller Support Associates could not provide me with an answer to my inquiry, or even explain the phrasing Amazon used to identify the error I was receiving from Amazon. Usually, it's not that simple. More often than not, an error in Send to Amazon is not properly identified, or there is a completely different resolution than what Seller Support suggests. These are issues/errors/bugs originating within Amazon's system, yet we are made to feel responsible. It must be either user error or the browser we use, never an internal issue in Send to Amazon! There is no ownership or acknowledgement of bugs within STA or by Seller Support. It's quite disappointing, to put it kindly.
On a related note, can you provide any tips for contacting this "Internal Team" directly? We can only assume that they are the only people within Seller Support that know any answers to any questions, as every case always ends up there. Or the ether. Regardless, it's always the same result: Delete and start over.
Seller_r7QPN6m3dxFr0
I tried that several times but they just give me incorrect answers not related to my issue and tell me to call support again? I supplied them with pictures, customer contradict I've false claims but no one listens. Can I give you the info and you can assist me. My sales are 0 because of this event .I have been a profession seller for over 20 years here with a consistent 100% feedback.can you assist me? If so I can send you all needed details. I rely on my sales to support my homeless and sick/handicap rescue and this is having a devastating impact on my rescues meds care and food.thank you. Barb
Seller_LTNvvFJ2jqJOv
@Connor_Amazon @Seller_Ha6JyVvDK6Ybs @Seller_r7QPN6m3dxFr0 @Seller_OCVVpQoGTGdCP
How do I get a non overseas support person, every time I call, the connection is bad or I cannot understand the overseas rep. It makes simple requests so difficult to achieve. I heard farm animals in the background a few times.
Seller_Vjnwgi5MFIKNy
First suggestion is not to contact them if you value your sanity. You most likely won't get help.
Seller_keSnEDesLFVwv
How do we deal with the occasions in which the SS staff closes a case because they clearly did not understand the issue?
Re-opening the case does not work. The person reviewing just rubber stamps the error, and closes it again. The initial bias remains.
How do we get someone to look at the issue from the very beginning?
Seller_keSnEDesLFVwv
How do we deal with the occasions in which the SS staff closes a case because they clearly did not understand the issue?
Re-opening the case does not work. The person reviewing just rubber stamps the error, and closes it again. The initial bias remains.
How do we get someone to look at the issue from the very beginning?
Seller_4HsL3GZbyDLea
But the biggest issue is that the first tier seller support people are clueless. They do not even understand basic logic or English, let alone understand complicated issues.
I have to go to Reddit to solve issues, now.
Seller_4HsL3GZbyDLea
But the biggest issue is that the first tier seller support people are clueless. They do not even understand basic logic or English, let alone understand complicated issues.
I have to go to Reddit to solve issues, now.
Seller_ItzmQ2WaIKQN3
You are telling us that one case for one issue.
What we should do when there is 500 ASIN have same issue??? Support team told us that they only can work on 5 ASIN at a time on single case. that means for rest 495 cases i still have to open 99 more cases..
@Connor_Amazon
Seller_ItzmQ2WaIKQN3
You are telling us that one case for one issue.
What we should do when there is 500 ASIN have same issue??? Support team told us that they only can work on 5 ASIN at a time on single case. that means for rest 495 cases i still have to open 99 more cases..
@Connor_Amazon
Seller_Ha6JyVvDK6Ybs
There is not support all chat bots or you waste time then you get some copy and paste unsealed BS as there is zero support that actually fixes anything!
Seller_Ha6JyVvDK6Ybs
There is not support all chat bots or you waste time then you get some copy and paste unsealed BS as there is zero support that actually fixes anything!
Seller_OCVVpQoGTGdCP
We appreciate your tips and guidelines. However, this is not in line with our experiences with Seller Support. Typically, we are transferred around multiple times and eventually just told to delete the workflow and start over. Or we are told to use a different browser, delete cashe, cookies, history, etc. On occasion, a Seller Support Associate might slip up and admit that Amazon/Seller Central has a known issue on their end. But that is quite rare. Despite the countless errors and bugs within Send to Amazon, they place the blame on us. We never receive resolution, and we do not see improvements. It is quite possibly the worst customer service interaction I've ever experienced.
As an example, I recently created a case via chat, because I was in need of immediate assistance. I explained the error I was experiencing, provided the relevant information (Workflow ID, URL, time-stamp, etc) and then began corresponding with the Associate via chat. After they requested a moment to review my case notes, I was essentially asked to explain the issue all over again. I attached screenshots and the manifest file, which was also reviewed. Then I was transferred... three times! Each time, I was asked to give them a moment to review, yet still had to start from the beginning with my explanation of the issue. After chatting with four Seller Support Associates, I still had no more information than I did when I first experienced the issue. It was forwarded to the mythical "Internal Team" for additional review.
The next day, I was provided with (essentially) a regurgitation of the information I had already provided regarding the nature of the error, as it was phrased by Amazon. They considered this case to be resolved.
Of course it wasn't, but I eventually figured out what was happening and resolved it on my own. At least 5 different Seller Support Associates could not provide me with an answer to my inquiry, or even explain the phrasing Amazon used to identify the error I was receiving from Amazon. Usually, it's not that simple. More often than not, an error in Send to Amazon is not properly identified, or there is a completely different resolution than what Seller Support suggests. These are issues/errors/bugs originating within Amazon's system, yet we are made to feel responsible. It must be either user error or the browser we use, never an internal issue in Send to Amazon! There is no ownership or acknowledgement of bugs within STA or by Seller Support. It's quite disappointing, to put it kindly.
On a related note, can you provide any tips for contacting this "Internal Team" directly? We can only assume that they are the only people within Seller Support that know any answers to any questions, as every case always ends up there. Or the ether. Regardless, it's always the same result: Delete and start over.
Seller_OCVVpQoGTGdCP
We appreciate your tips and guidelines. However, this is not in line with our experiences with Seller Support. Typically, we are transferred around multiple times and eventually just told to delete the workflow and start over. Or we are told to use a different browser, delete cashe, cookies, history, etc. On occasion, a Seller Support Associate might slip up and admit that Amazon/Seller Central has a known issue on their end. But that is quite rare. Despite the countless errors and bugs within Send to Amazon, they place the blame on us. We never receive resolution, and we do not see improvements. It is quite possibly the worst customer service interaction I've ever experienced.
As an example, I recently created a case via chat, because I was in need of immediate assistance. I explained the error I was experiencing, provided the relevant information (Workflow ID, URL, time-stamp, etc) and then began corresponding with the Associate via chat. After they requested a moment to review my case notes, I was essentially asked to explain the issue all over again. I attached screenshots and the manifest file, which was also reviewed. Then I was transferred... three times! Each time, I was asked to give them a moment to review, yet still had to start from the beginning with my explanation of the issue. After chatting with four Seller Support Associates, I still had no more information than I did when I first experienced the issue. It was forwarded to the mythical "Internal Team" for additional review.
The next day, I was provided with (essentially) a regurgitation of the information I had already provided regarding the nature of the error, as it was phrased by Amazon. They considered this case to be resolved.
Of course it wasn't, but I eventually figured out what was happening and resolved it on my own. At least 5 different Seller Support Associates could not provide me with an answer to my inquiry, or even explain the phrasing Amazon used to identify the error I was receiving from Amazon. Usually, it's not that simple. More often than not, an error in Send to Amazon is not properly identified, or there is a completely different resolution than what Seller Support suggests. These are issues/errors/bugs originating within Amazon's system, yet we are made to feel responsible. It must be either user error or the browser we use, never an internal issue in Send to Amazon! There is no ownership or acknowledgement of bugs within STA or by Seller Support. It's quite disappointing, to put it kindly.
On a related note, can you provide any tips for contacting this "Internal Team" directly? We can only assume that they are the only people within Seller Support that know any answers to any questions, as every case always ends up there. Or the ether. Regardless, it's always the same result: Delete and start over.
Seller_r7QPN6m3dxFr0
I tried that several times but they just give me incorrect answers not related to my issue and tell me to call support again? I supplied them with pictures, customer contradict I've false claims but no one listens. Can I give you the info and you can assist me. My sales are 0 because of this event .I have been a profession seller for over 20 years here with a consistent 100% feedback.can you assist me? If so I can send you all needed details. I rely on my sales to support my homeless and sick/handicap rescue and this is having a devastating impact on my rescues meds care and food.thank you. Barb
Seller_r7QPN6m3dxFr0
I tried that several times but they just give me incorrect answers not related to my issue and tell me to call support again? I supplied them with pictures, customer contradict I've false claims but no one listens. Can I give you the info and you can assist me. My sales are 0 because of this event .I have been a profession seller for over 20 years here with a consistent 100% feedback.can you assist me? If so I can send you all needed details. I rely on my sales to support my homeless and sick/handicap rescue and this is having a devastating impact on my rescues meds care and food.thank you. Barb
Seller_LTNvvFJ2jqJOv
@Connor_Amazon @Seller_Ha6JyVvDK6Ybs @Seller_r7QPN6m3dxFr0 @Seller_OCVVpQoGTGdCP
How do I get a non overseas support person, every time I call, the connection is bad or I cannot understand the overseas rep. It makes simple requests so difficult to achieve. I heard farm animals in the background a few times.
Seller_LTNvvFJ2jqJOv
@Connor_Amazon @Seller_Ha6JyVvDK6Ybs @Seller_r7QPN6m3dxFr0 @Seller_OCVVpQoGTGdCP
How do I get a non overseas support person, every time I call, the connection is bad or I cannot understand the overseas rep. It makes simple requests so difficult to achieve. I heard farm animals in the background a few times.
Seller_Vjnwgi5MFIKNy
First suggestion is not to contact them if you value your sanity. You most likely won't get help.
Seller_Vjnwgi5MFIKNy
First suggestion is not to contact them if you value your sanity. You most likely won't get help.
