All Amazon Sellers need to contact the Amazon Support team at some point, and many will need to file a case when something goes wrong. In these moments, the Amazon Support team holds the fate of Seller’s products and profit in their hands. A Support team’s decision not in the Seller’s favor can be an extremely disappointing setback and cut in to their bottom line.
Current state of amazon support
In the current support climate, we find that many cases are immediately rejected by Amazon’s automated support system before they are read by a representative. When a real support representative does respond to a case, the short replies give Sellers the perception that the rep is merely trying to get through the case as quickly as possible. Being a Brand Owner doesn’t seem to carry as much weight as it once did, and Brand Registered Accounts don’t seem to be shown any favoritism.
Adjust your Tone and Verbiage
- Always be polite
- Be specific
- Use simple language
- Use the magic buzzwords
Even if you are polite, specific, concise, and reference the “magic” wording, the odds are still low that your issue will be solved on the first case submission. Fast resolutions do happen more often than winning the lottery, but still seem to feel just as rare. If your case is not solved on the first response, the next course of action is to reopen the case and do your best to explain as simply as you can. Maintain your polite and thankful attitude, but kindly ask for them to escalate the issue to their supervisor if you are not being understood.
Many cases are lost because Sellers simply give up too early. Keep pushing until you get a resolution, or escalated to the internal team
- UPC confirmation letter
- Product manufacturing invoice
- Photo of product and barcode
- Website screenshots
If neither of the first two options are available, a clear photo of the product with the price tag and barcode visible will occasionally work. Be sure to capture two photos, one of the entire item and barcode, plus a close-up of only the code. Sending a screenshot of the product on the manufacturer’s website is usually what Amazon will ask for first to prove ownership. Unless the product detail copy on the website is the same as the product copy on Amazon, this method is not likely to be of much use. However, it is much easier than the other options and it is often worth a try.