Keys to communicating with Amazon seller support

How to Ask

When you ask Amazon Seller Support representatives for help, do you feel like they’re not really listening to you? Like you’re not really getting through to them with your questions, or that they brush you off with superficial or too short of an answer?
It could be in how you’re asking.

Here’s what you need to do to make sure you get your point across and to make sure that you get the answer you want.

Start in the Right Place

If you want to contact Amazon Seller Support to ask a question, the simplest way to do it is by email, from the Help & Contact Us via Email section of your seller account.

Select the correct category and the right sub-topics to ensure that your initial question goes to the right person.

If you can’t find what you’re looking for, don’t forget that there’s an option for Other. Don’t just pick a topic at random!

Keep Focused

After you choose the right category to write your question in, make sure you stay on topic once you start writing! Otherwise, the Amazon representative taking over your case may redirect you to a different department, which might keep you waiting for an answer.

If you have multiple questions about different topics, open two cases. Don’t combine them. The more focused and pointed your questions are, the more likely you are to get a fast, accurate response.

Stay Patient

Don’t lose your cool. Sometimes questions that are more technical can require input from a specialist. Remember that you’d rather get the right answer, even if it takes a little bit longer. A quick response isn’t worth anything if it isn’t the right answer.

Of course, you’d like to get your question answered as quickly as possible, but in our experience, technical questions take the longest to receive a response.

So stay calm and wait for the right person to get back to you with the right answer.

A Winning Formula

• Logically structure your emails and be as clear as possible.
• Ask the question you need a response to.
• Provide context for the issue you’re writing in about.
• Give your interpretation of  the situation if you think it is helpful. “Is my interpretation correct? Why or why not?” is a good way to get a clear response. Avoid nebulous, open-ended questions that are open to interpretation.

How to Answer

Have you ever received a policy warning or notification from Amazon? Don’t panic, thousands of sellers get them everyday!

But, you do need to respond. Here’s how:

1. If Amazon contacts you with a warning/notification, be sure to answer as soon as possible. If you don’t have a complete answer immediately available, just let them know that you’ll look into it and get back to them with a reply shortly. If possible give yourself a deadline and stick to it. If the email does not allow a reply, just contact Amazon from the Help button in your seller account using the guidelines above.
2. Once you have decided on your final response, get ready to write. Keep the structure of your message in mind, especially if Amazon asks for a plan of action to fix a situation on your account.
3. Don’t skimp on the details! Mention everything. Describe the changes you’re going to make. Work your way up from the smallest aspects of your business to much larger issues. Make sure to consider significant changes, like switching to a new supplier, if you believe that will help to solve the problem. You want to show Amazon that you’ve thought things through and have a detailed plan of action.
4. Be apologetic and persuasive. Promise that you can remedy the situation and clearly illustrate how you’re going to get it done.

Remember that receiving several warnings for the same problem may lead to account suspension. Try to implement the changes you’re suggesting as soon as possible. In severe cases such as breaking prohibition rules, for instance, you may not get a second chance. So do your best from the start!

And if you do run into trouble, email services@SellerEngine.com. The SellerEngine Professional Services team is here to help.