How to Talk to Amazon Without Losing Your Mind
by Liz Fickenscher, on March 17, 2017
Are you going crazy trying to figure out how to talk to the team at Amazon.com, Inc. (“Amazon”) about a problem with your seller account? Learn who to talk to in order to get the answers you need. Former Amazonian Chris McCabe shares his perspective on:
- Communicating with Seller Performance
- What most sellers are doing wrong when trying to talk to Amazon
- When an issue should (or shouldn’t) be escalated
- And much more!
If you’re interested in learning about the best way to communicate with Amazon, you won’t want to miss this conversation.
Here is the recap written by Jeanne Croteau:
This post is accurate as of the date of publication. Some features and information may have changed due to product updates or Amazon policy changes.
How to Talk to Amazon Without Losing Your Mind
Have you ever struggled to get an issue resolved when contacting Amazon's seller support? If so, this is the webinar for you! Former Amazonian Chris McCabe joined eComEngine’s Liz Fickenscher to share tips and strategies for talking to the right people at the right time. This is definitely a presentation that you won’t want to miss! In the meantime, here are some highlights!
What Does Seller Support Do?
Seller Support is the customer service department for Amazon sellers. Basically, they can answer questions about listing and selling as well as information about internal annotations on your account. They do not have the authority to make changes to your account and, most importantly, if Seller Support gives you poor guidance, you will still be held responsible!
“I saw a lot of time and energy wasted on the wrong kinds of questions to the wrong kinds of people,” says McCabe, who runseCommerce Chris, a service that helps protect and monitor seller performance. “Obviously, revenue is lost is your top ASIN or account is down so I have spent as much time as possible trying to reorient people and direct their energy and focus in the right direction.” It’s important to have reasonable expectations of how Seller Support can actually help you.
What Does Seller Performance Do?
By contrast, Seller Performance has the authority to approve multiple accounts, block/reinstate listings or suspend/reactivate your account. In short, if you need to address a major concern, request or issue, this is where you want to go.
“This is a team that you deal with in writing,” McCabe explains. “If you don’t necessarily have a great writer on your staff, you want to find one because if you’re unable to communicate with Seller Performance in a meaningful way, that’s when people will start spinning you in circles.”
How to Interact with Seller Performance?
As is often the case when dealing with Amazon, there is a wrong and a right way to interact with Seller Performance. One thing you’ll want to keep in mind is that the investigators receive a large number of requests. You’d be wise to keep your communication brief (a page or less) and easy to read.
This isn’t the time to vent your frustrations and get emotional, either. Instead, focus on the facts and stay on topic. Also, be prepared with any relevant documentation before you send your message. They need to get through a number of appeals every hour so the less time you waste, the better.
When Do You Escalate?
Even if you do everything right, things can go terribly wrong. In those situations, you may wonder when, if and/or how you should escalate the situation. You may find yourself in an endless email loop trying to gather the information you need, but seemingly getting nowhere. It’s tempting to escalate things right away but McCabe cautions against this.
“If you start escalating with an incomplete or insufficient Plan of Action (POA), you’re not going to get anywhere,” he explains. Instead, take the time to go over all of your documentation that make sure everything is in perfect order. When appropriate, you can escalate within the Seller Performance team and request that a senior investigator or a manage review your case.
As a last resort, you can email Jeff Bezos. This is your absolute final chance at resolution so make sure you use this resource wisely. It’s always best to exhaust every other avenue first before laying all of your cards out on the table. If your appeal to Jeff is rejected, it’s over so don’t do this prematurely!
The presentation goes into great detail on all of these topics and also provides guidance on how to respond to Amazon. Most importantly, McCabe urges sellers not to panic if things get stressful. This webinar is definitely worth a listen if you’ve ever struggled with resolving issues with Seller Support or Seller Performance!