Can you report Amazon Customer Support Agents?
So I get a message from a customer last night asking me to cancel an order because they don’t understand why their Prime order has suddenly turned to Royal Mail 2nd Class 
Usual case of customer clicking on the seller fulfilled option and thinking its still Prime for some bizarre reason.
Then this morning I get a message that was passed through from a customer support agent into the chat -
"Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: xxx-xxxxxxx-xxxxxxx
Item:
Reason for contact: Cancel Order
Details: The order has not yet dispatched and the customer has asked to cancel the order. please cancel the order right away as its not shipped failure to cancel the order will cause an investigation against your seller account. the item is NOT yet shipped
To respond to this customer, please reply to this e-mail or visit your seller account at the following link:
https://sellercentral.amazon.co.uk/gp/communication-manager/inbox.html
We hope you’re able to work this out with this customer.
Sincerely,
Customer Service Department
Amazon.co.uk
http://www.amazon.co.uk"
So the customer support agent just effectively threatened an investigation into my account if it is not canceled? With all of the crap Amazon makes you worry about on a daily basis, do we now have to worry about undue threats from customer support?
Do they even consider the fact you may not have seen the message before dispatching the order? Or does the agent have power above all to make threats to my account that are outside the scope of Amazons own policies?
I canceled the order as I was still able to, but this sort of behaviour being pushed by support agents on the customer side is unacceptable. I would like to report the support agent if possible.
Can you report Amazon Customer Support Agents?
So I get a message from a customer last night asking me to cancel an order because they don’t understand why their Prime order has suddenly turned to Royal Mail 2nd Class
Usual case of customer clicking on the seller fulfilled option and thinking its still Prime for some bizarre reason.
Then this morning I get a message that was passed through from a customer support agent into the chat -
"Hello,
We’ve been contacted by one of our mutual customers regarding an order placed with you.
Below is the information provided by the customer:
Order number: xxx-xxxxxxx-xxxxxxx
Item:
Reason for contact: Cancel Order
Details: The order has not yet dispatched and the customer has asked to cancel the order. please cancel the order right away as its not shipped failure to cancel the order will cause an investigation against your seller account. the item is NOT yet shipped
To respond to this customer, please reply to this e-mail or visit your seller account at the following link:
https://sellercentral.amazon.co.uk/gp/communication-manager/inbox.html
We hope you’re able to work this out with this customer.
Sincerely,
Customer Service Department
Amazon.co.uk
http://www.amazon.co.uk"
So the customer support agent just effectively threatened an investigation into my account if it is not canceled? With all of the crap Amazon makes you worry about on a daily basis, do we now have to worry about undue threats from customer support?
Do they even consider the fact you may not have seen the message before dispatching the order? Or does the agent have power above all to make threats to my account that are outside the scope of Amazons own policies?
I canceled the order as I was still able to, but this sort of behaviour being pushed by support agents on the customer side is unacceptable. I would like to report the support agent if possible.
0 replies
Seller_NoMNQDGnEW5Bx
Presumably you’ll get a defect now too as it’s not a proper cancellation request.
Not sure who you could complain to but that kind of thing is out of line
Seller_esvgLzKXw2YAl
I think I would put that one down as an abusive message.
Firstly, you can report the message as such and then I would suggest, that you forward the email on to the MD’s email, with a complaint.
The staff at Amazon should not be putting this kind of thing in an email, even if the customer has said something along those lines.
Seller_qZO3ZCjoBXEeL
FWIW I think the details section is usually just a verbatim of what the customer has said to CS. Given that language I think it likely that the customer has got the ar*e big time and passed through a messaging system which CS has relayed in their request to you.
I’m not saying it is right, but from other times I’ve seen these requests come through it appears that the agent has often just forwarded the customer’s actual message.
Seller_7WLrNxqVNqkN2
I had a sudden bereavement a few weeks ago and my orders went out late, as it was the last thing on my mind… got in touch with the agent to explain as i had a warning suspension alert, just what you need when you are grieving… his reply?? “well just make sure you get the orders out on time” ooooh ok thanks , no sympathy,no ‘we will make a note of it’ or ‘sorry for your loss’…
Seller_y7wlA8Npjq1Or
Can you report Jeff Bezos for creating this mess than sodding off???
asking for a friend.
Seller_LKjg1QRrO36Yq
Do you think it was an actual human being or was it a bot?
It seems to me that first level contact with Amazon is now pretty much all via bots. 
Seller_XrsxyuONn8r2w
we are getting more and more of these and Amazon dont seem to care!
My last few complaints have never been replied to, so I now dont even bother.
Seller_Yja9oH7DLHk2I
I get frequent emails from customer support telling me to email a VAT invoice to the customer. This is despite me being on Amazon VAT services.
I then have to tell them to print it off Amazon. It is all such a waste of time.
Seller_ae51e0CJoHqCX
Sadly Amazon is just stating how it is and the personality has long gone. Thank heavens they have the forums to put a bit of realism and true support into it.
The best place you could have stuck it is on here as Amazon moderators will see it and act accordingly or maybe not.
Despite any of this you have nowhere to really go with it and you will never know whether a complaint about it will have accomplished anything. If Amazon is bothered then perhaps a reprimand and a review of the policies to improve will be instigated or it will be just kicked into the long grass. Either way you will never know what the result of any complaint would be.
I have started to take a lot of communications like this with a pinch of salt. When dealing with seller support you almost now have to deal with things in a robotic style.
My response to this if there is a response option would be really pragmatic and saying. Thanks for getting in touch, I have dealt with the issue accordingly. I am not sure what an investigation of my account would be and why you feel this would be deemed necessary as it is in very good standing. I would have preferred a much more polite approach but understand that your words may have been lost in translation.
Have a great day etc.
