Welcome to Basilio Inc. ‘s Build. Grow. Exit Big: Your Guide to Selling on Amazon. If you’re contemplating launching your own business as an Amazon seller, stay with us, as we will cover all the vital aspects of building a successful and profitable business on Amazon.
It’s a general truth that Amazon is nowadays considered the world’s largest e-commerce platform. As of 2018, Amazon boasted $233 billion in revenue, with over 5 million third-party sellers operating across Amazon’s 12 worldwide marketplaces. There’s no doubt that setting up a business on Amazon can yield significant profits. However, if you truly aim to succeed on this platform, you should ensure that you are doing everything by the book.
This is precisely why our team, led by Jerome Basilio, has created this comprehensive guide. It will help you grasp every minor aspect required for building a successful business on Amazon.
Seller Support is the dedicated organization within Amazon that assists sellers with a wide range of inquiries and issues. Whether you need help with disbursements, listing updates, FBA inventory, or customer feedback, Seller Support is there to provide guidance and support.
To reach Seller Support, you can contact them via email, phone, or chat after signing into Seller Central. This chapter focuses on the process of filing tickets with Seller Support, offering insights into the philosophy behind it and providing tips on how to effectively communicate your needs and expectations. Understanding the ticketing process and having a clear understanding of Amazon’s seller support philosophy will empower you to engage with Seller Support more efficiently and achieve desired outcomes for your Amazon selling journey.
Seller Support Tickets
Whenever you reach out to Seller Support for assistance, a ticket is generated in the Seller Support system to track your communication.
You can access your tickets by navigating to the “Case log” section under “Help” and “View Case Log” in Seller Central. Each ticket, also referred to as a “case,” is assigned a unique 10-digit code that serves as a reference for all interactions between you and Seller Support.
Ticket Escalation
When you submit a ticket, it is typically handled by a front-line employee in the Seller Support team. These employees utilize standard tools to address tickets. However, if your inquiry requires more advanced or specialized knowledge of Amazon’s internal processes, you have the option to request an escalation of your ticket. This entails having a manager or higher-level support personnel review your case in more detail. Later in this chapter, we will delve deeper into situations that warrant such escalation and provide guidance on when it may be appropriate.
Seller Support
As an Amazon seller, your primary means of communication with Amazon is through Seller Support, an organization dedicated to assisting sellers with their questions and resolving issues. The communication process is primarily based on a ticketing system, requiring sellers to file a ticket to track and address their inquiries. This standardized process ensures that the questions of the vast seller community, which includes over two million sellers, can be effectively managed and answered.
Seller Support operates around the clock, with hundreds of representatives located in call centers across the globe, including the United States, Costa Rica, Ireland, and India. These representatives are available to provide support and assistance to Amazon sellers. While tickets can be submitted electronically via email through Seller Central at any time, certain types of tickets can also be filed through phone calls during specific business hours.
Within Seller Support, there are different levels of representatives. General representatives are responsible for handling a wide range of questions and routing more complex or specialized inquiries to appropriate teams. Tier 2 “escalation” teams handle matters that require specialized knowledge or have time-sensitive or business-critical implications. To facilitate the quick access to information for new Seller Support representatives, standardized materials have been created to assist them in finding answers to commonly asked questions.
It’s important to note that due to the nature of complex or intricate questions, it may take some time for tickets to be routed to the appropriate teams. It’s possible to encounter challenges in conveying your question or concern to representatives, so it’s helpful to be prepared for potential difficulties in communication.
Filing Tickets
To file a Seller Support ticket, you need to sign into your Sellercentral account and click on the “HELP” button located in the top right corner. This will take you to a page where you can search for answers to general questions. However, if you have a specific issue related to your account, scroll down to the bottom right corner of the page, where you’ll find the “Contact Us” button.
Clicking on “Contact Us” will lead you to a screen where you can indicate that you need help with your “Selling on Amazon” account. A drop-down menu will appear, listing various services based on the selling tools you use with Amazon, such as Amazon Webstore, Checkout by Amazon, and Sponsored Products.
It can sometimes be challenging to determine the most appropriate classification for your issue within Amazon’s drop-down menu, and you may not get it right initially. However, it’s important to make an effort to place your issue in the correct category. While your ticket will usually be redirected to the appropriate department eventually, any re-routing can cause delays in resolving your issue promptly.
If you’re unsure about the best classification for your issue, we recommend using the “Other” category within any of the available classifications. Make sure to provide a clear and comprehensive explanation of your issue to ensure effective communication and understanding.
Phone Vs Email Tickets
When it comes to filing a Seller Support ticket, you have the option to choose between email and phone communication. However, we strongly recommend filing tickets through the email option for several reasons.
Seller Support representatives who handle your tickets may have English as a second language, be new to the job, or have limited exposure to your specific type of issue. Additionally, they may not have the same level of emotional attachment to your account as you do. By using written text through email, you have better control over ensuring that all relevant and complete details of your question are documented for the person or team who will ultimately address your issue.
On the other hand, filing a ticket by phone means you are relying on the person taking your call to accurately capture and document all the details of your issue as you intend. Unfortunately, misunderstandings can often occur during phone conversations, leading to frustration and unnecessary delays in resolving your concerns.
While we believe that the Seller Support team genuinely wants to help, they receive a high volume of questions and requests. Therefore, it’s crucial for us, as sellers, to provide as much relevant information as possible through written communication to facilitate a smoother path to resolution for the Seller Support team.
Writing An Email Ticket
When filing an email ticket with Seller Support, it’s essential to provide a clear and descriptive title that helps route the ticket to the most appropriate team. Take the time to think about what title would best assist Seller Support in understanding the nature of your inquiry or issue.
Once you have submitted your written email ticket, you have the option to follow up with a phone call to discuss the ticket further. This allows you to provide additional information or clarification if needed. Alternatively, you can choose to let the email ticket process unfold without making a follow-up call. If you decide to file a ticket by phone, you will use the “click to call” button and provide your phone number for Seller Support to contact you promptly.
During the phone call, you will need to verify your identity by providing details such as the email address associated with your seller account and the last four digits of the credit card on file, or other private seller data you have shared with Amazon.
While there is a chat option available for filing tickets, it is typically more suitable for simple questions that do not require extensive information or a paper trail. In most cases, filing tickets through email or phone is more appropriate for addressing complex issues.
Regardless of the method you choose, it’s crucial to gather all the relevant information before filing the ticket. Consider what a complete stranger would need to understand the situation with your account and provide a logical explanation. If you have previous Seller Support cases related to the same issue, include the ticket numbers to provide context for the representative handling your new ticket. It can also be helpful to offer specific examples of the desired outcome you are seeking, such as resolving a listing issue, clarifying an order, or requesting the removal of feedback.
Whenever possible, refer to documentation from Amazon’s own HELP library within Seller Central to support your case and align your desired outcome with Amazon’s policies and guidelines. Remember that the Amazon marketplace is complex, and Seller Support representatives may not be aware of all the intricacies involved in your particular issue.
While some sellers may suggest that filing a ticket at a specific time of day or week yields better results, it’s important to approach the process with careful documentation and respect for the Seller Support representative assisting you. They are genuinely trying to help, and by providing thorough information and leveraging Amazon’s own Seller Support documentation, you increase your chances of achieving a fair resolution.
Be prepared for the possibility that your understanding of what seems logical may not align with Amazon’s policies or rules. If you encounter any discrepancies, discuss them with the Seller Support representative during your call. However, it’s crucial to remember that differing perspectives do not necessarily indicate a lack of knowledge on the part of the representative.
It’s important to approach the interaction with Seller Support with an open mind and a willingness to understand Amazon’s perspective. While you may have a logical reasoning behind your request, Amazon has established policies and rules that may dictate a different course of action.
If something seems unclear or doesn’t align with your expectations, take the opportunity to have a conversation with the Seller Support representative to address any discrepancies. However, it’s important to maintain a respectful and collaborative tone throughout the discussion. Assuming the representative is unknowledgeable or dismissing their input may hinder the progress of finding a resolution.
Remember that Seller Support representatives are there to assist you, but they are also bound by Amazon’s guidelines and procedures. By maintaining a constructive dialogue and leveraging the resources available within Seller Central, you can work together to find a resolution that aligns with Amazon’s policies.
In summary, when filing an email ticket, provide a clear and descriptive title, follow up with a phone call if necessary, and ensure you provide all relevant information in a logical and comprehensive manner. Respect the expertise of the Seller Support team and engage in a productive conversation to address any discrepancies. By approaching the process with patience and an understanding of Amazon’s policies, you can increase your chances of achieving a satisfactory resolution to your inquiry or issue.
Additionally, it’s worth noting that when filing a ticket, it can be helpful to prioritize the information you provide based on its relevance to the issue at hand. Start by clearly explaining the problem or question you have and provide any supporting details, such as order numbers, customer communication, or screenshots, to provide context.
If you have previously encountered a similar issue and have corresponding ticket numbers, include them in your new ticket. This can help the representative understand the history of the problem and potentially expedite the resolution process.
Furthermore, if you believe that a specific outcome is warranted based on Amazon’s own policies and guidelines, reference relevant documentation from the Seller Central Help library to support your case. Providing this additional information can strengthen your argument and help the representative better understand your perspective.
It’s important to approach the ticketing process with patience and understanding. Seller Support representatives handle numerous inquiries from sellers every day, and it may take some time to receive a response or resolution. While it can be frustrating, maintaining a respectful and professional demeanor will foster a more productive and positive interaction with the Seller Support team.
Lastly, keep in mind that Seller Support representatives are not responsible for creating or changing Amazon’s policies. Their role is to provide assistance within the framework of these policies. If a resolution doesn’t align with your initial expectations, try to understand the reasoning behind it and explore alternative solutions that comply with Amazon’s guidelines.
Unable to Access My Seller Account
In the unfortunate event that you are unable to access your Seller Central account, such as due to a compromised account or a forgotten password, there is still a way to reach out to Seller Support for assistance.
If you’re unable to sign in, you can navigate to your preferred search engine and search for “Contact Seller Support.” The search results should provide a link that will direct you to the appropriate page.
From there, you can initiate a call from Amazon Seller Support.
By following this alternative path, you can still connect with Seller Support and seek the necessary help to address any issues or concerns you may have with your account. Whether it’s account recovery, password reset, or any other login-related problem, reaching out to Seller Support will enable you to receive the assistance you need.
Remember to provide any relevant information or documentation that can help verify your identity and expedite the account recovery process. It’s crucial to work closely with Seller Support to resolve any account access issues and regain control of your seller account.
In summary, even if you’re unable to access your Seller Central account, utilizing the “Contact Seller Support” link found through a search engine can serve as an alternative means to connect with Amazon Seller Support and resolve any account-related difficulties.
If you find yourself unable to resolve your situation, please reach out to my team through Got Suspended? messaging platform or visit Seller Defenses on Services to schedule a call with one of our experienced team members. We are here to assist you in diagnosing the problem, developing a solution, and exploring potential avenues for reinstating your account
Following Up on Your Tickets
To stay updated on the progress of your Seller Support tickets, you can easily access the “manage your case log” feature located on the right-hand side of your home page within Seller Support. It can be found just above the “Sales Summary” box. By clicking on this option, you can track the status and updates of your tickets.
Keep in mind that Seller Support typically responds to most tickets within a timeframe of 12-24 hours. However, the response time may vary depending on the complexity of the issue and the time of day or year when the ticket is filed.
Based on our experience, we recommend being persistent, particularly with more complicated tickets. If you find that Seller Support is not responding within the expected 12-24 hour period, it’s essential to follow up periodically to ensure progress and attention to your ticket. Persistence is key in seeking a resolution that aligns with your desired outcome.
In cases where a ticket has been closed without satisfactory resolution, don’t hesitate to reopen it within 48 hours. Provide additional questions or clarifying data to further push for a resolution that addresses your concerns effectively. By actively engaging with Seller Support and providing clear and relevant information, you increase the chances of reaching a favorable outcome.
Remember, maintaining open communication and persistence throughout the ticketing process can significantly contribute to resolving your issues and receiving the support you need from Seller Support.
Keep Issues Separated
One important recommendation is to keep different issues separated by filing them as separate tickets. Even if the issues are related, it’s best to create individual tickets for each concern, allowing them to be addressed and worked on separately.
Seller Support has the ability to scan open tickets and determine if they are related. They may choose to combine tickets if necessary. However, as a best practice, it’s advisable to initiate the ticketing process with the mindset of addressing one issue per ticket.
Think of it as visiting a doctor to address a scraped knee and a sore back. Although both issues may have stemmed from playing soccer, the treatment and attention needed for each problem might be different. Similarly, by separating your issues into distinct tickets, you enable focused and efficient resolution for each specific concern.
By keeping issues separated, you enhance clarity and streamline the communication process with Seller Support, increasing the likelihood of addressing each issue effectively.
Common Types of Tickets
When reaching out to Seller Support, there are several common reasons for filing tickets that you should be aware of. These include account issues such as login problems or account suspensions, listing issues like incorrect information or suppressed listings, order-related concerns such as cancellations or damaged items, performance metric inquiries regarding feedback or policy violations, payment and disbursement questions, and technical issues experienced on the Seller Central platform. By understanding these categories, you can ensure that your ticket includes the relevant information and is directed to the appropriate area for prompt and effective resolution by Seller Support.
Compromised Account (Hacked Account)
In the unfortunate event that your account is compromised or Amazon suspects it to be compromised, you may find yourself unable to access your Seller Central account. As mentioned earlier, we discussed alternative methods to contact Seller Support when you cannot sign in to Seller Central.
The primary step in resolving this case is to gain direct access to the primary login email. With this access, we can effectively collaborate with Seller Performance to rectify any issues with your seller account. It is of utmost importance to address this matter promptly, especially if you encounter difficulties accessing your Seller Central account or suspect any potential security concerns. Taking immediate action will ensure that appropriate measures are implemented to protect your account and restore access to Seller Central. If you are unable to resolve this situation independently, please contact our team to swiftly diagnose the issue and work towards a solution to regain control of your account. For more information, kindly visit the Got Suspended? website or refer to the Seller Defenses section on our service site.
Feedback Removal
Feedback removal is a common reason for submitting a ticket to Seller Support. Sellers often seek to have customer feedback removed from Amazon.com when it does not meet the requirements for valid feedback. Amazon may remove feedback upon request if it falls into specific categories, such as containing obscene or profane language, disclosing seller-specific personal information, or being solely a product review.
To request feedback removal, you can file a ticket with Seller Support by navigating to “Customers and Orders” and then selecting “Customer feedback”. It is highly recommended that sellers review all poor feedback they receive, not only to learn from it but also to ensure its validity according to Amazon’s rules. If any feedback is deemed invalid, it is worthwhile to invest the time in filing a Seller Support ticket to have it removed, as this can prevent unnecessary impact on your overall feedback ratings.
Fixing Your Listings
To address issues with your listings, you can submit tickets under the “Products and Inventory” section by selecting “Product Page Issue”. These tickets are aimed at making changes to your listings, such as modifying the title, description, images, category, bullet points, and other relevant information.
Our recommendation is to ensure that you have already submitted the correct content in your own listings. Then, you can request Amazon to switch from the content of another seller that is currently displayed. To facilitate the resolution process, it’s beneficial to include screenshots that clearly illustrate the incorrect or suboptimal information and specify the desired changes.
It’s important to note that Amazon has a rule of not accepting more than 5 ASIN (Amazon Standard Identification Number) changes per ticket when it comes to correcting listings. If you have more than 5 ASINs that require listing modifications, it is necessary to file separate tickets for each set of 5 ASINs. This allows for a more streamlined and effective handling of your listing change requests.
If you require assistance with resolving issues and reinstating your listings, we recommend exploring our Account Health Maintenance Program. Our program is designed to support you in your day-to-day operations, allowing you to focus on selling while we concentrate on safeguarding your seller defenses. Let us handle the complexities while you can confidently continue growing your business.
Diagnosing Wrong Data
If you suspect that a competitor is submitting incorrect data for a listing and you want to address this issue, you can request assistance from Seller Support by utilizing the “csi.amazon.com” tool. This tool allows Seller Support to review the history of data submissions by different sellers for a specific listing.
By utilizing the “csi.amazon.com” tool, you can provide evidence to Seller Support that your data was initially correct but later overwritten by a competitor. This information can help identify the source of the incorrect data and potentially take corrective measures to ensure accurate information is displayed.
Engaging Seller Support with this information can be instrumental in resolving discrepancies and ensuring that accurate and reliable data is maintained for your listings.
Merging Duplicate Listings
When seeking to merge duplicate listings, it is important to note that such requests are typically granted only if the brand name and UPC are identical on both listings. Therefore, you may need to file separate tickets to address issues related to the brand name or to add a correct UPC to a listing, which may require providing manufacturer proof of the accurate UPC for the product. By following this process, you can increase the chances of successfully merging duplicate listings.
Getting Ungated
In situations where you are unable to add an offer to an existing listing, it could be because you are not permitted to list in the category where the product is currently listed. For instance, you might be selling toys but come across a toy listing that has been erroneously categorized as clothing. As the Clothing category is gated and you may not have ungating permissions for it, it is advisable to request that the ASIN be moved to the correct Toy category. This way, you can list against it and reach the appropriate target audience of toy customers.
Inventory File Upload Problems
If you encounter errors while uploading flat file templates and struggle to identify the necessary steps to resolve the problem, checking the error codes in Seller Central may not provide sufficient guidance. In such cases, we recommend filing an email ticket that includes the batch ID for the flat file template submission. Additionally, it is beneficial to follow up with a call to Seller Support, allowing you to discuss the issue in detail with a representative. Based on our experience, addressing flat file inventory loading errors often requires real-time communication with a Seller Support representative, allowing them to observe the Amazon systems and provide more effective assistance during the call.
No Listing Errors for FBA Products
Ensuring that all your FBA inventory remains active is crucial, even when faced with occasional inactivity due to various reasons, whether caused by you or Amazon glitches. To address this issue, you can file a ticket under “Fulfillment by Amazon” and select the category “Other FBA Issue.” It may take approximately 1-2 days for the inventory to be reactivated and become available again.
Damaged Customer Returns
As an FBA seller, dealing with customer returns that are damaged or missing parts can be frustrating. Sometimes, it is evident that the customer has used the product and is returning it for a full refund, despite it no longer being in new condition. Amazon’s lenient return policies for FBA often allow such behavior, necessitating the filing of a ticket to receive credit for returned products affected by blatant customer fraud.
In these situations, it is advisable to provide photographic evidence of the damage and provide a detailed written explanation of the alterations to the product. Doing so strengthens your case when seeking a refund. While Amazon may initially deny your request, it is worth pursuing and even reopening a closed case to contest their decision. The more assertive you are in presenting your case, the higher the likelihood of receiving the appropriate credit for customer-damaged items.
Complaints About Other Sellers’ Actions
If you come across a situation where another seller is engaging in practices that negatively affect your listings, such as having excessive offers or manipulating listings, it is possible to report them to Amazon through Seller Support. However, it’s important to note that Amazon does not disclose the specifics of their communication with the reported seller.
In such cases, it is recommended to prioritize your efforts towards getting your own listings corrected, while allowing Amazon to handle any necessary enforcement of their policies regarding competitor sellers. While it can be worthwhile to file tickets reporting other sellers if you repeatedly observe actions that impact your listings, it’s important to be aware that Amazon’s communication with the reported sellers is not shared with you.
When filing a ticket, you can specify the specific sellers that you believe are causing the issues and request that Amazon address these concerns directly with them. However, it’s crucial to keep in mind that the details of Amazon’s actions or responses to the reported sellers are not typically disclosed to you.
Due to the way Amazon compartmentalizes tickets, it may be necessary to file separate tickets: one to rectify the listing issue and another to request Amazon’s investigation into the seller you suspect is responsible for the problem. By following this approach, you can focus on resolving your listing concerns and allow Amazon to address any potential policy violations by other sellers.
Processes to Implement
When you need to file a ticket (or “case”) with Seller Support, it is advisable to follow a systematic process for optimal results.
File Ticket with Email Option
Firstly, file the ticket using the email option available in the “Contact Us” section under “Help.” Take a moment to determine the most appropriate category under which to file your ticket, as this can expedite the resolution process. Then, provide a detailed written explanation and include any relevant data that would help a complete stranger understand your situation comprehensively.
Use Contact Us After For Urgent Tickets
For urgent tickets, it is recommended to follow up with a phone call to the “Contact Us” team. Reference the case number assigned to the email ticket you opened to ensure a seamless connection between your email and phone communication.
Check Case Log
Regardless of the type of ticket you file, make it a habit to check your case log regularly. This will allow you to monitor the progress of your ticket and stay informed about any updates or developments. If you notice that there has been no progress after 48 hours, it may be worthwhile to respond to the case, requesting an update or providing any new data that has become available since you initially opened the case.
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