Repeated Document Requests and Unresolved Cases: How Can Amazon Improve Its Seller Support?
I have encountered significant issues with the way Amazon handles seller support cases. Each time I receive a response, a different representative seems to take over without reviewing the previous case history. As a result, I am repeatedly asked for the same documents which I have already submitted. For instance, in my VAT-related issue (Case ID: 10596783482), I was initially asked for my VAT certificate, and then for a VAT Return document to clarify the dates. I provided both. In a screenshot I have, the agent actually confirmed my VAT details and noted the dates on 10/12/2024 at 11:51. However, after I submitted the additional requested documents on 11/12/2024 at 08:25, another representative asked for my VAT certificate again—just one day later. This suggests that each time the case is updated, it lands on a new Amazon employee’s screen, and some of them fail to read the previous messages, resulting in repetitive, automated responses that only prolong the issue.
Moreover, my technical issue (Case ID: 10549516712) has remained unresolved for months without any meaningful follow-up. While sellers are subject to “account health” evaluations, it seems that the performance and accountability of Amazon’s support representatives—especially in how they handle case histories—are not held to a similar standard. In some instances, I even receive messages stating, “Your issue is solved, please rate us,” despite no actual resolution being provided.
On top of that, the live chat representatives appear to have very limited authority. Rather than offering meaningful assistance or resolution, they can only create new cases, sending me back into the same cycle.
Given these ongoing problems, it’s increasingly complex and frustrating for sellers to have both technical and legal issues addressed. I believe it’s time for Amazon to streamline and improve these processes, ensuring that each support interaction is transparent, consistent, and genuinely solution-oriented.
@Julia_Amzn
@JiAlex_Amazon
@Sakura_Amazon_ @Sarah_Amzn @Julia_Amazon @Winston_Amazon
Repeated Document Requests and Unresolved Cases: How Can Amazon Improve Its Seller Support?
I have encountered significant issues with the way Amazon handles seller support cases. Each time I receive a response, a different representative seems to take over without reviewing the previous case history. As a result, I am repeatedly asked for the same documents which I have already submitted. For instance, in my VAT-related issue (Case ID: 10596783482), I was initially asked for my VAT certificate, and then for a VAT Return document to clarify the dates. I provided both. In a screenshot I have, the agent actually confirmed my VAT details and noted the dates on 10/12/2024 at 11:51. However, after I submitted the additional requested documents on 11/12/2024 at 08:25, another representative asked for my VAT certificate again—just one day later. This suggests that each time the case is updated, it lands on a new Amazon employee’s screen, and some of them fail to read the previous messages, resulting in repetitive, automated responses that only prolong the issue.
Moreover, my technical issue (Case ID: 10549516712) has remained unresolved for months without any meaningful follow-up. While sellers are subject to “account health” evaluations, it seems that the performance and accountability of Amazon’s support representatives—especially in how they handle case histories—are not held to a similar standard. In some instances, I even receive messages stating, “Your issue is solved, please rate us,” despite no actual resolution being provided.
On top of that, the live chat representatives appear to have very limited authority. Rather than offering meaningful assistance or resolution, they can only create new cases, sending me back into the same cycle.
Given these ongoing problems, it’s increasingly complex and frustrating for sellers to have both technical and legal issues addressed. I believe it’s time for Amazon to streamline and improve these processes, ensuring that each support interaction is transparent, consistent, and genuinely solution-oriented.
@Julia_Amzn
@JiAlex_Amazon
@Sakura_Amazon_ @Sarah_Amzn @Julia_Amazon @Winston_Amazon
3 replies
Seller_ZVAz3d5lZuGid
Unfortunately your tags for the mods will not be seen as they are not highlighted in blue. You need to start typing their name and then select from the dropdown, eg. @Julia_Amazon etc.
I do agree, and am sure most of us would, that it seems that not the same person follows through on each case, which means disjointed responses. It has always been like this. IMO, the same person should see a case through to its resolution.
Seller_OgI2URTFhj3bN
@JiAlex_Amazon @Julia_Amzn@Sarah_Amzn@Winston_Amazon
Ezra_Amazon
Hi @Seller_OgI2URTFhj3bN,
Thank you for sharing your concerns. I understand your feedback, and I'll make sure to pass it along to the relevant team.
Regarding case 10596783482, please be assured that we're working on resolving the VAT issue, and a refund request is already in process.
As for case 10549516712, that one has been resolved. You can find the resolution details in the following link: Variation Update Issue, Mandatory "Size" Field, and Inadequate Support Response
Best regards, Ezra
