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Using Amazon Seller Support: A Checklist for Sellers

On the Amazon Seller Support Home Page, sellers can get help canceling a listing, finding a buyer’s shipping address, and learn about customer fees, amongst other basic FAQs. However, if you need more specific support or advice related to issues with your Amazon account, you will need to contact Amazon seller support directly.

Email Amazon Seller Support

When contacting Seller Support via phone or email, we would recommend you to address each issue individually if you are experiencing more than one problem at the same time. Lumping several issues together could result in a longer wait to get anything fixed because your case will have to get bounced around from department to department.

There is also a chance that some issues could slip through the cracks. Amazon has a carefully crafted algorithm that bases the type of support you’ll receive on how long your case has been open, the type of problem you’re experiencing and how many replies your case has received since being opened.

Below we’ve listed our tips and a checklist you can follow to get the most out of Amazon seller support:

Checklist for Phone Call Support

You’ll want to make sure you have everything you need to describe your issue or question thoroughly when you call Amazon seller support:

  • Make sure to have your billing information and/or account details that may be requested by a representative.
  • Be sure to have the outstanding order open on your screen if you’re calling about an order issue or a dispute with a buyer.
  • Be prepared to write down information that a representative might give you to use for following up and getting the issue resolved.

Checklist for Email Support

Most experienced Amazon sellers will tell you that putting your thoughts in an email is the best method for communicating your issue clearly to an Amazon representative. Having things in writing on the screen can also be much easier for sellers than trying to write down notes in the middle of a telephone conversation.  

Here are our tips for getting your issue resolved quickly using Amazon email support:

  • Be as specific as possible.
  • Stay on the topic to avoid having your email bounced around to the wrong departments.
  • Provide as much context as possible without veering away from the main point.
  • Structure your sentences in logical order to make it easy for representatives to follow along.
  • State your question or issue clearly.
  • Add your own interpretation of what could be causing an issue.

What to Do When You Get a Policy Notification From Amazon?

Most sellers on Amazon dread the thought of receiving a policy notification that informs them that they’ve violated a rule. It is important to take this warning seriously if you wish to continue doing business on Amazon and enjoy a good seller reputation. You should reply with an answer as soon as possible. Amazon may request that you provide a Plan of Action for fixing the situation with your account.

The details your Plan of Action should include acknowledgment of the policy violation including:

  • The changes you will make to stay within the rules of Amazon’s seller policies.
  • A description of exactly how the changes will align your account with Amazon’s policies.
  • A deadline for fixing the issue.

The most important thing to remember is to remain calm if you receive a policy notification. Being rude or impatient when working with a representative to get the issue resolved could make the problem worse.

How to contact Amazon Seller Support:

  • Phone: Amazon provides live telephone support; the phone number helpline for individual seller accounts is 1-866-216-1072.
  • Email: Sellers can also reach out using email support around the clock. Amazon’s email support team is available seven days a week to address issues and answer questions every hour of the day and night.

You will need to be signed into your account to send a message to a representative. When connecting with Amazon seller customer service, you will then have a number of categories to choose from when going through the Amazon support portal.

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