Seller Support is horrible
Every time I reach out to seller support it is the most frustrating interaction I've ever had with any organization ever. Initial responses are usually not even related to what you are asking, each response I give providing the requested information is treated in isolation from the previous updates to the case. I can get asked for information A, then asked for information B, then asked for information A again.
It gives me the impression that goal of seller support reps is to a) clear the queue as fast as possible b) fill a reply quota, c) that no one cares if they actually provide support.
My most recent interaction is because I'm missing tax invoices for FBA Fees and Seller Fees (I got the Advertising tax invoice), I confirmed I was charged taxes on transactions for the month in question but Seller support can't seem to understand the problem and find a solution. In the past I usually just give up and find a work around but when it comes to tax invoices, if I ever get audited the CRA isn't going to accept missing invoices. Case # 14763985251
Seller Support is horrible
Every time I reach out to seller support it is the most frustrating interaction I've ever had with any organization ever. Initial responses are usually not even related to what you are asking, each response I give providing the requested information is treated in isolation from the previous updates to the case. I can get asked for information A, then asked for information B, then asked for information A again.
It gives me the impression that goal of seller support reps is to a) clear the queue as fast as possible b) fill a reply quota, c) that no one cares if they actually provide support.
My most recent interaction is because I'm missing tax invoices for FBA Fees and Seller Fees (I got the Advertising tax invoice), I confirmed I was charged taxes on transactions for the month in question but Seller support can't seem to understand the problem and find a solution. In the past I usually just give up and find a work around but when it comes to tax invoices, if I ever get audited the CRA isn't going to accept missing invoices. Case # 14763985251
24 replies
Lucre_Amzn
Hello @Seller_kd4X0jIcJ1SgB
This is Lucre, and I'm happy to help you out. I'm so sorry to hear about the experience you're having with Seller Support.
Looking at your case, we have two options to resolve your issue:
1. I went ahead and contacted an internal team requesting to send your invoices for the month of January. They'll let me know what the problem is and when the invoices are available, and I'll let you know through this thread.
Or
2. We can wait for your seller support case to show as "resolved" so I can request a specialist team to contact you and resolve the issue for you.
I already did option 1, so hopefully this will be fast, so I can confirm to you when the invoices are ready. But in case this takes longer, then we can wait for the initial case to appear as "Resolved" and I'll connect you to the specialists.
Hope this is useful!
Regards,
Lucre_Amazon
Seller_PW3hHd07tprqe
We are having the same issue. Per our bookkeeper: As of Feb 12 your usually monthly Amazon expense invoices are not in the Tax Document report tab of the Seller account. They have posted the advertising invoice for January 2024 but no FBA or Seller fee invoices of which there are usually 3 or 4 depending on credits issued. These invoices are usually getable by the 7th of each month, the morning of the 8th at the latest. The Advertising invoice showed up on the 9th of February the others are MIA.
Lucre_Amzn
Hello @Seller_PW3hHd07tprqe
Thank you for commenting on the forum with the same issue.
I will be discussing this internally with our team in charge on your behalf, but I'd like to follow the same steps as with @Seller_kd4X0jIcJ1SgB.
So I'd like to ask you to contact Seller Support with your issue and see if they help to resolve, if not then you can come back to the thread and add your case ID here.
I may need this in the future to continue working on the case and eventually engage another internal team who can help resolve.
Regards,
Lucre_Amazon
Seller_IpXn0ihoJnu2N
Hello @Lucre_Amzn,
Same issue.
Case ID 14778626331
Seller Fee invoice not available for January 2024. Contacted seller support and they didn't understand the issue.
Seller Fee Invoice is required for government tax filing and government audit purposes.
Thank you.
Seller_PW3hHd07tprqe
Case number 14783224221 has been created.
For further clarity, 1 of the 4 normal invoices are there. Missing are:
FBA Canada Merchant VAT Invoice
SOA Canada Merchant VAT Credit Note
SOA Canada Merchant VAT Invoice
Lucre_Amzn
Hello all,
Thank you for sharing your information! I'm still looking into this issue, sorry about the long wait!
Please allow me a few more days and will get back to you with an answer.
Regards,
Lucre_Amazon
Seller_IpXn0ihoJnu2N
My Seller Fee Invoice is now available. Thanks for your help.
Seller_xJx7vH6fvZFD9
Yup.
Quantity is not better than quality.
I would rather wait a complete week for a reply from a competent support agent than lose time insisting hours with standard Seller Support.
Seller_weu5C3hytYJvl
Brother do not even get me started on this... at this point I think AI is responding to my when I said messages back and forth to support.
When I chat with support, agents literally just close the chat when it's a little more complicated than what they're used to or if they get frustrated. Straight up just bye bye.
When you call them it's like calling a call center somewhere in the third world. It even is kind of ran like one.
Amazon support has been disgusting so far.
Seller_ZNXpgFPy07cbz
Yes I also feel exactly the same. I feel as if I am talking to a person who is walking in the street and has nothing to do with amazon. I think the whole support team should be changed. I am shocked to see this low quality in a company like amazon.
Seller_gHUXqAAEwAcB4
I drink to that! Horrible is understating it. Completely useless until you eventually find that one beautiful soul that actually takes the time to fix the problem or find a solution. I currently have a case going back and forth with about 15 replies and I am nowhere near getting a resolution.
Seller_U9PLc7kW6StYP
Same here been having a lot of support issues lately you do get the good with the bad so I will not paint all of them with same brush, unfortunately for an organization the size of Amazon this maybe expected but very frustrating to say the lease. My major issue with them is similar to you, always giving you answers which is not related at all to the question you asked, almost like they didn't read your question giving a generic response; this needs to change, we deserve better service then this at least we deserve an understanding ear and not a robotic generic computerized response all the time just saying.
