That inevitable time comes in every Amazon seller’s business when an issue can’t be resolved in Seller Central, or a solution can’t be found for a tricky product situation.
For this, Amazon created Amazon Seller Support, a dedicated team with a system designed to help sellers with their queries and issues regarding every aspect of their business.
While not every Amazon seller can place their full confidence in Seller Support, there will be times when you need their help. Consider Amazon Seller Support as a resource available to you, that can help shed more light on your situation.
Keep reading to learn more about what Seller Support can do for you, how to contact them, and some practical expert tips that can help you quickly resolve your seller issues.
What can Amazon Seller Support help you with?
Amazon Seller Support is equipped to handle and troubleshoot a multitude of seller situations and problems. Here are just some of the things they can help you with:
- Product page changes to your title, description, and brand name
- Adding a new product properly
- Completing a GTIN exemption application
- Missing FBA inventory or stranded inventory
- Customer order problems or A-Z claims
- Reinstatement of a suspended seller account
- A suppressed or inactive listing
- Failed or delayed disbursements
When you go to the help section in Seller Central, you can view a menu that lists various support categories. Choose the most specific item that reflects your support request, so it can be processed efficiently.
When you click on each category, you’ll see a drop-down menu with more specific options to choose from.
Depending on the category you choose in the menu, Amazon may offer a solution for you without actually having to open up a case with Seller Support — which would be the best-case scenario.
For example, if your listing was inactive but you were unsure why, you would choose Products, Listings, or Inventory, then click on Listing Not Active and enter the ASIN or FNSKU of the product.
For this particular product, the reason it is inactive is that the sale end date for this listing has elapsed. Whatever the reason is, Amazon will list it here with a solution, without the need to open a case or engage with a Seller Support representative.
If you have more questions, you can click on “Contact Us” below to open up a support case.
How to contact Amazon Seller Support
Should you decide to, it is fairly easy to open up a support case with Amazon. In Seller Central, go to the top right corner of the page and click on “Help.”
When you first get to the help page, you may see some support solutions recommended for you. This page is also where you can view your current case log.
If none of these solutions work for your current issue, scroll down and you will see “Need more help?” Click on “Get Support.”
You will see two options:
Choose the one that fits your needs the most. Commonly, sellers choose “Selling on Amazon.”
After clicking on one of the options, you will be brought to a field marked “Describe Your Issue” where you can describe your situation in writing. Based on the information you provide, Amazon will offer you several solutions to help resolve your particular issue. The objective here is to come to a resolution without having to open up a support case.
Here is an example of what that looks like:
You can open up a case or request to talk to someone on the phone this way. If you aren’t completely sure what your issue might even be, you can browse for your issue in the menu as mentioned in the previous section.
To do that, click on “Or, browse for your issue in the menu” at the bottom of the form. From here, you can read through each issue until you find the one that most appropriately describes yours.
Is there an Amazon Seller Support phone number?
No, there is no specific phone number that you can call to get in contact with Seller Support. You will need to go through the process of opening a support case and choosing the Phone contact method. Here, you must enter your phone number and click on “Call me now.” Within a few minutes, someone from the Amazon support team will call you, typically from a number with a 206 area code (Seattle.)
Is there an Amazon Seller Support email address?
No, there is no email address you can contact directly when you have an issue. You will need to open up a case in Seller Central and choose the Email contact method. Here, you can communicate with the support agents listed in your case log in Seller Central.
Is there an Amazon Seller Support chat?
No, there is no chat option when contacting Seller Support.
Is it better to talk to a Seller Support agent on the phone, or open an email case?
This depends on how urgent your issue is. If you have a pressing matter that needs to be resolved ASAP, such as a suppressed listing that’s costing you sales by the minute, I suggest talking to a support agent on the phone.
Most of the time, you can resolve your issue quickly with a call. Some agents may need to take the time to understand your particular situation. When you request a phone call, make sure you are ready with all the details a representative will need, be patient, and be as clear as possible when you speak.
If the agent or another support team representative resolves your issue immediately on the phone, they will open a case for you and state that they will get back to you through email. The case will then be recorded in your case log.
This can be frustrating but again, be patient and wait for them to get back to you.
The proper way to contact Seller Support
To make communication with Seller Support as easy and efficient as possible, prepare all the relevant information regarding your issue. This goes for both opening up a case and speaking to an agent on the phone.
When you request a call from the support team, they will typically ask you for the email address associated with your seller account, as well as the last four digits of the credit card on file. Have this information handy.
When opening an email case, use clear language, and include as much detail as you can. This makes it easier on the support team so there is less back and forth, and no gray areas. It can be frustrating — for both parties — when a support agent has to go back to you for more information.
If you are facing multiple issues with your account or products, open one case per issue. Don’t try to inquire about 2-3 issues within one support case — this will cause more confusion.
When you open a case, you can label it with a title for easy reference. Choose a specific title that offers more detail so you know exactly what the case is about when looking at your records. This is especially helpful if you have multiple cases open at the same time.
What to do if support sends you an automated response
It happens: you open a case, explain the situation in detail, but they get back to you with an automated response. If you’ve opened a case before, this has probably happened to you.
Be patient and try to figure out what information is missing from your case. If, for some reason, the agent missed something in your description, explain to them where they can find the information or include screenshots and attachments to help complete the information needed for your issue.
If you continue to receive automated responses that don’t resolve your problem, I suggest you request a call from them and speak to someone on the phone. This is usually a much better way to fix the problem versus a continuation of back and forth messages via email.
Tips for dealing with Amazon Seller Support
Here are some helpful expert tips to use when dealing with Amazon Seller Support.
If your case is urgent, speak to someone on the phone.
Not everyone loves the prospect of waiting and talking on the phone but it is the fastest way to resolve the seller issues you may have. Opening a case through email can be very slow at times and may take days, or even weeks to resolve.
There may be times when you will have no choice but to wait for an email response but if it can be resolved over the phone, it’s worth pursuing.
Be cool, calm, and collected
Dealing with Seller Support can be frustrating. My best advice is to remain calm, and clearly state your case so it can be resolved as quickly as possible. If you are not getting the resolution you’re looking for, you can always ask to speak to a different team or to speak with a manager.
Escalate your case to a different team
If you’re having problems getting your issue resolved after working with Seller Support, you can escalate your case to a higher-level support team.
Ask to speak with the Captive Team. The Captive Team is comprised of highly trained seller support agents that have access to more advanced tools and knowledge to resolve complicated issues facing Amazon sellers.
When you request a phone call from Amazon, ask to speak to the Captive Team once you’re connected to a support agent. They will transfer you to a Captive Team member to whom you can explain the issue at hand.
Ask for help from other sellers
If the support team has not been able to help you, ask other Amazon sellers if they can offer ideas to help resolve the issue you’re facing. For example, Jungle Scout has a free Facebook group called Amazon FBA Competitive Edge, made up of thousands of sellers that are willing to help out other group members. Ask your question and someone is sure to respond supportively with a solution.
You can also ask a question in the Amazon Seller Forums in Seller Central. You’ll meet all kinds of personalities here, and some members are friendlier than others.
If you are a Jungle Scout customer, you also have access to our expert customer support team. Our customer support representatives are knowledgeable about selling on Amazon and can help answer any questions you have.
Get the support you need
Every Amazon seller has experienced some kind of issue that they couldn’t figure out without contacting Amazon Seller Support. It’s just a part of being an Amazon seller!
We hope this guide helps you contact the support team the right way and helps resolve your issue. Do you have any more questions about Amazon Seller Support? Let us know in the comments!