If you’ve been selling on Amazon FBA for a while you will probably at some point felt the frustration of dealing with Amazon seller support!
We need them sometimes for advice or help with refunds, getting feedback removed they play a vital role but they can be VERY hit and miss depending on who you get to answer your request for help.
In this video, I’m going to give you some advice to help you get better results each time you need to contact them and maybe help take the stress out of the whole experience!
Think of Amazon as a massive automated machine, it’s been built to run without too much human contact for the everyday processing, it would be impossible for a human to be involved in the volume of orders going through Amazon every minute of every day, so when something doesn’t quite go to plan you may need to interact with a human.
The seller support agents are based around the world but a large number of the first line support are based in India where the hourly rate for a degree level worker is very low indeed.
The quality of who you get to answer your request can vary massively from someone that gets what you are saying straight away and helps you quickly all the way through to a hopeless case that will have no idea what you want and be of no help whatsoever.
So the first tip is 1. Be persistent! If you don’t get the answer you need the first time round you can re-open the case and ask again maybe in a different way, when you reply you will not get the same agent reply it will be someone else completely and they may understand your issue better than the first and get you sorted in no time. so be persistent and keep at them until you get what you need.
2.Email first, due to the language issues you will often be better off contacting seller support via email so you can write down your issue clearly if later on you are still not getting anywhere you can try the phone approach, you can sometimes get through to second-line support via the phone which will often be in your country so they are much more likely
to understand a more complicated issue and get your point across successfully.
3. Click the Urgent Button!
If you have an issue that needs a prompt response then you can click the tick box below the email text box that says “this issue is urgent and requires immediate attention” you will get a
much quickest response within an hour usually or if you choose the phone option an agent will call you within a few minutes usually.
4. Keep it simple, if you have a few things that need sorting out don’t put them all in the same help request, you will most likely confuse things (it doesn’t take much) and won’t get them the attention they need. Instead open a case for each issue and address the issue clearly and what needs doing. You can open multiple tickets at once and each of them will be answered by a different support agent.
5. Work the system! Pretty much the whole of Amazon is based on algorithms that process all the data flying around Amazon, seller support is just the same, so if your ticket has been open for a while and hasn’t been resolved the skill level of the person that attends to your issue will be higher, it’s no coincidence that the third person you speak to about an issue understands straight away and gets it done. The algorithm escalated your ticket to a more senior assistant who is more capable of helping you out, these people are probably more highly paid and so you only get one of them once the first line support hasn’t been able to help so try not to get too frustrated if your support assistant doesn’t get the job done, just keeping replying to the ticket be clear that your issue hasn’t been resolved and what you need to happen and eventually you should get someone that can help you and get you sorted out.