Seller Support are completely out of control
I am desperately in need of help escalating issues with Seller Support who are completely out of control. They think they are untouchable and can do whatever they want and there will be no consequences - which actually seems to be the case.
1) We have a case about multiple fraudulent orders, which Amazon confirmed were fraudulent and had taken action against the buyers, we received additional orders with a similar pattern and, as part of that existing case, asked them to pass on the additional orders. They outright refuse and now keep marking that case as answered.
2) We have identified multiple defects with the platform and asked them to raise cases with the development team, they either respond with completely irrelevant nonsense about reinstating an ASIN or that the leadership team have decided that there is no defect while refusing to provide any explanation for the behaviour I am reporting.
3) We asked for a case to be escalated to the Captive Team multiple times, just get irrelevant copy and paste answers and the case marked as answered repeatedly. I have no idea whether the captive team still exists or is available outside the US but that's not the actual point - although would be great if they did
4) Multiple appeals/disputes for policy violations that just sit there with no action (Account Health are no help just telling me to wait) - they are all simple cases relating to voltages where datasheets, users guides and screenshots showing the voltage is correct on the ASIN have been provided) just sit there with no activity at all.
5) Complaints about them using people who are unqualified and completely incompetent making assessments on electrical compliance closed down (a battery powered device, supported by manufacturers datasheet, cannot be sold on Amazon as it does not comply with electrical standards of 220-240v for example)
6) Policy violations disputes/appealed successfully and despite them saying the ASIN will be reinstated within 2 days, a week later it is not and the violations are not removed - reality appears to be they have lied and done sweet FA
7) Proven issues with ship by date calculations and valid tracking rate metrics just sit their, accepted there is an issue and allegedly working with an external team - for months on end - I don't believe they have done anything as the issues would warrant fairly rapid resolution by the dev team
8) An ASIN deactivated due to IP infringement due to the image having Plantronics and the product name being Poly, documentation provided to show that they are all the same company rejected and my listing remains deactivated BUT Amazon's own listing of that same ASIN is still live ....
Numerous other issues on other cases where they either repeatedly mark as answered (not transferred) with nothing done or are deliberately obstructive, do nothing or provable blatant lies.
I no longer believe a single thing they say, their only interest is in closing cases and generally make no attempt and have no interest in providing support and it often feels as if they are deliberately baiting you to see how far they can push you.
Overall their behaviour is obstructive, malicious and abusive repeatedly and it appears there is no way to make a complaint and get over their heads - many of these issues are by people claiming to be members of the leadership team - although I think that's simply an inflated job title for helldesk team leader (spelling intentional)
2 replies
Seller_4UClVQ6omP32U
Agreed - this is the single worst thing about selling on Amazon. On #2, I had a long list of improvements with the platform but Amazon didn't care all. I think the problem is that they are measure on how many and how quickly they close the cases.
Seller_fG0YjDnMbOXeu
And just adding one for the utter stupidity of some of the responses
I reported that the image shown on the Seller Central Order pages is different from the image on the ASIN on Seller Central and the public marketplace.
Multiple irrelevant and stupid responses - the last response from them being "In order to process your request, you must provide the URL for the manufacturer’s website or for books, the publisher’s website, clearly showing the requested change, along with a visible product identifier, such as a UPC, European Article Number (EAN) or International Standard Book Number (ISBN)."