Want Faster Seller Support? These Tips Will Change Your Game! 🔥
Dear Sellers,
Have you ever felt frustrated waiting for a response from Seller Support?
The secret to faster resolution often lies in how we create our cases. Today, let me share some tips that can help you get quicker and more accurate solutions to your selling challenges:
1. Choose the Right Store 🏠
- Double-check you're raising the case for the correct store account
- Especially important for sellers managing multiple accounts!
2. Pick Your Service 🎯
- Selling on Amazon
- Advertising on Amazon
3. Category Selection is Key 🔑
- This is crucial as it determines which department handles your case
- Proper categorization prevents transfers and misinterpretation
- Choose the most specific category that matches your issue
4. Details Are Your Best Friend 📝
Include:
- Order IDs
- Case numbers
- Shipment IDs
- ASIN/SKU numbers
- Timeline of the issue
- Any previous actions taken
💥Pro tip: Keep these details ready before creating the case
5. Pictures Speak Louder Than Words 📸
- Clear screenshots
- Proper photos
- Highlight the important parts
- Especially important when reporting errors or technical issues
6. Be Crystal Clear 💎
- Write your issue like you're explaining it to a friend
- Step-by-step details
- Mention what solution you're looking for
What NOT to Do: ⛔
- No duplicate cases
- Don't open new cases for status checks
- Avoid mixing different issues in one case
Smart Follow-up Strategy: 📊
Use 'Reopen' option for:
- Getting clarification
- Adding information
- Unresolved issues
Let's Talk! 💭 We're curious to hear from you:
What's your biggest challenge when creating support cases?
Bonus Question: If you could add one feature to the case management system, what would it be ?
Share your thoughts below!
Want Faster Seller Support? These Tips Will Change Your Game! 🔥
Dear Sellers,
Have you ever felt frustrated waiting for a response from Seller Support?
The secret to faster resolution often lies in how we create our cases. Today, let me share some tips that can help you get quicker and more accurate solutions to your selling challenges:
1. Choose the Right Store 🏠
- Double-check you're raising the case for the correct store account
- Especially important for sellers managing multiple accounts!
2. Pick Your Service 🎯
- Selling on Amazon
- Advertising on Amazon
3. Category Selection is Key 🔑
- This is crucial as it determines which department handles your case
- Proper categorization prevents transfers and misinterpretation
- Choose the most specific category that matches your issue
4. Details Are Your Best Friend 📝
Include:
- Order IDs
- Case numbers
- Shipment IDs
- ASIN/SKU numbers
- Timeline of the issue
- Any previous actions taken
💥Pro tip: Keep these details ready before creating the case
5. Pictures Speak Louder Than Words 📸
- Clear screenshots
- Proper photos
- Highlight the important parts
- Especially important when reporting errors or technical issues
6. Be Crystal Clear 💎
- Write your issue like you're explaining it to a friend
- Step-by-step details
- Mention what solution you're looking for
What NOT to Do: ⛔
- No duplicate cases
- Don't open new cases for status checks
- Avoid mixing different issues in one case
Smart Follow-up Strategy: 📊
Use 'Reopen' option for:
- Getting clarification
- Adding information
- Unresolved issues
Let's Talk! 💭 We're curious to hear from you:
What's your biggest challenge when creating support cases?
Bonus Question: If you could add one feature to the case management system, what would it be ?
Share your thoughts below!
15 replies
Seller_y7n9nFLriYUHE
I've noticed that Amazon's seller support team has one of the fastest response times, even faster than platforms like Flipkart or Meesho. But speed isn't the only thing that matters to sellers. When contacting Seller Support or the Account Health team, we don't just need fast replies; we need fast resolutions. Unfortunately, Amazon doesn’t seem to provide a time limit for resolving issues, and that's frustrating.
In my opinion, there’s a lack of transparency. When sellers face problems, there’s no clear explanation about why the issue occurred. Instead, Amazon just states that there's a problem and requests certain information without providing a full understanding of the underlying cause. It feels like both sellers and support teams know limited details, and we can’t get a direct answer from Amazon.
Why is this the case? Why can't we get clearer, more straightforward answers about the issues we're facing? It would make the resolution process much more effective for sellers.
I want you're thoughts in this matter what do you think about this?
Seller_HzZJxIeHoPWni
hi, I am not able to connect our category manager. Our category is note counting machine.
Seller_jBME5WPq8oVxQ
Amazon seller support is lightning-fast and super reliable! They solve issues like a pro, making selling smooth and stress-free.🔥👏
Seller_vgEk31ZF8L3FQ
To be honest, this is "What should work!" and its much different from "What really works!".
The secret lies in:
1. Luck: if you can find a seller support associate who actually understands the issue. I have found some of them very very knowledgeable and some of them making me wonder how did they got employed. Maybe there is issue with training.
2. Gathering information: Most of the issues need resolution and data from multiple departments within seller support and other teams, and it seems there is no coordination how so ever clear you maybe or how so many pictures and proofs you may present. So, if you yourself can call them separately and ask them to put notes in your case, it gets solved quickly. eg: fba probs, account health/product complaint, hijackers on listing, listing/relisting bugs.
3. Format: they accept and expect submissions to solve 1000 different problems in the same predecided formats just like the pesky auto-generated email replies. So whatever the problem may be, if you know what they want and you send that the issue is resolved. Otherwise, its anywhere between 10-100 mails before you finally give up. eg: andon reports, battery/dg exemption etc
4. Escalation: you must know what to say to the seller associate to get your case escalated, you learn over time.
Seller_1wxM0VfGMXZhq
Thank you for the precise steps to get better results from SS.
1 feature to add - We should have an option to connect with the internal team if an issue / case is not getting resolved for long.
Seller_F6Y0atCHXBBeK
Dear Sir,Your seller support team are {moderator edit} who without understanding the query post automated scripted reply and close the case.
Request you to please train your staff properly and then only make them face the buyer. Otherwise, these {moderator edit} are good for nothing
Speed doesnt matter, understanding the query properly and resolving it properly without scripted response matters
Seller_41YRlWGrRKOZk
Thank you for your efforts in writing about how to achieve faster resolutions and for putting in the effort on the seller side. However, have you realized that many of your support executives do not thoroughly read the issues and are often in a hurry to close the case? I understand they may have timelines that affect their KPIs, but I believe you need to invest in training the executives to read, understand, and provide resolutions rather than just sending help links. We need a human touch; otherwise, we all know how to find the guidelines and read through the instructions. You really need to put in the effort to make this process more helpful for sellers.
