- Your account is suspended or under review
- You’ve received a negative feedback that’s irrelevant or otherwise inappropriate
- You want to respond to an A-to-z claim
Before you start writing, organize your facts. Think of yourself as a lawyer trying to prove a case. You should know the ASIN, order number, shipment ID and anything else that uniquely identifies your situation.
Remember that you’re not writing a book report or an essay for school. You won’t get extra points for being verbose and eloquent. Instead be brief, professional, polite and clear.
When writing your message:
- Identify your desired outcome
- State your case
- Ask for a response
After you’ve written your message, it’s time to edit. Taking 10 minutes to review what you’ve written and improve it can save you tons of time in the long run.
Challenge yourself to cut the length of your message in half. I use this online word count tool so I don’t even have to leave my browser! Use bullet points when appropriate — they make it easier to scan your message and will let someone from Amazon read and respond to your message faster.
Ask someone else to check your message for typos, grammar, clarity and content. You can post a message on one of the forums listed on our Essential Resources for Amazon Sellers page. Or ask someone you know. Even if they’re not an Amazon seller, they can still help. If you’re like me, you’re online all the time and many of your friends are too!
Once you’ve sent your message, relax and wait for a response. No matter how urgent you feel your situation is, sending 10 more emails asking for an answer won’t help! If after 18-24 hours you still haven’t heard anything then send a follow up message.