May 31, 2023

5 Tips to Improve Your Amazon Seller Support Response Time

Improve your Amazon Seller Support response time with these easy-to-follow five tips! Learn how to get timely solutions and helpful advice now!
5 Tips to Improve Your Amazon Seller Support Response Time
5 Tips to Improve Your Amazon Seller Support Response Time

5 Tips to Improve Your Amazon Seller Support Response Time

While selling on Amazon, you may confront problems with your account. Perhaps you want to find your customer's shipping address or your Amazon Seller account has been hit with a suspension. 

In this case, you can reach out to the Amazon Seller Support team via email or phone number to help you resolve these issues. 

In this article, you will find out how to contact the Amazon Seller Support team and specifically how to improve your Amazon Seller Support response time to help you get back on track and increase company sales. 

What is Amazon Seller Support? 

Amazon Seller Support is a team dedicated to assisting sellers on the Amazon marketplace
Amazon Seller Support is a team dedicated to assisting sellers on the Amazon marketplace

Amazon Seller Support is a team dedicated to assisting sellers on the Amazon marketplace. The team is designed to solve all kinds of problems from creating your Amazon Seller Central account to product shipping and customer returns. 

In other words, Amazon Seller Support is the hotline dedicated to helping businesses and brands troubleshoot any and every aspect of their business. 

How do you contact the Amazon Seller Support team? 

There is no direct helpline to reach out to Amazon Seller Support. The best way to contact them is through your Amazon Seller Central account.

Here's a step-by-step guide on how to contact Amazon Seller Support: 

Step 1

On your Amazon Seller account, click on the “Help” button at the top left corner. Once done, Amazon will display some “Recommended for you” issues. If these issues don't apply to you, scroll down and click on “Get Support” 

Step 2

Next, you will need to select which of these two categories apply best to your problem: Selling on Amazon or Advertising & Stores. If you have queries relating to your listing or selling on Amazon, click on “Selling on Amazon”. On the other hand, if your queries are related to sponsored Ads, click on “Advertising & Stores”. 

Step 3 

After clicking any of these categories, you will be redirected to a page where you can describe your query in detail or choose from a list of hyperlinked common questions. These common questions also have more detailed questions when you click on them. 

Step 4

Search for the question related to your problem from the list of common questions. However, if your query does not fall in the list of common questions, you can describe your query in the search bar and click enter. 

If your query doesn't appear on the search results, proceed to click on the “Contact Us” option. 

Step 5

Once you click the Contact Us option, you will be asked to choose your preferred language for communication. Once done, you will find tabs at the bottom to communicate with the seller support team - Email or Phone. Click on any of them. 

Step 6

If you click on the Email tab, you will need to write the reason for containing them in a few lines and click on the Submit button. Once done, the email will be sent to the support team who will respond in 24 hours or less.

Also, you will get an email to which you have to respond to within 24 hours, or Amazon will close your case. 

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If you choose the Phone tab, you will get to speak directly with an associate. To use the phone option, simply select the country from the drop-down menu and put in your phone number. 

If your issue is urgent, you can click on the box saying “this issue is urgent and requires immediate attention” including some details about the issue. Some urgent issues include pricing errors, issues with brand-registered ASINs, account compromises, etc. Lastly, click on “call me now”. 

Once done, an associate will reach out to you in a few minutes to discuss the issue and help resolve it. 

It is important to note that stating multiple issues can slow down your response time. What's worse, it may even increase the chances of having your issues unaddressed. 

Tips for speaking with the Amazon Seller Support team 

If you decide to use the phone tab option, keep the following in mind: 

  • Ensure you keep all relevant information handy. This includes your billing information and Amazon Seller account details
  • Before getting on a call with the team,  get your notepad and pen to write down information that the associate will give you. This information may be helpful when proceeding with the issue. 
  • Ensure details of the unresolved issue are open on your phone or computer screen. This is so that you can refer to it while on the phone. This is especially important if your query has to do with a customer order. 
  • Communicate your issue clearly and progress one question at a time. It might help to have all your questions written down beforehand.

Tips for sending an email to the Amazon Seller Support team 

If you decide to use the Email tab, keep the following in mind: 

  • Avoid going around circles. Communicate the issue clearly and concisely. 
  • As we mentioned earlier, avoid lumping different questions in one single email as this could make your email go through several departments, elongating your response time. 
  • In the case where you have multiple issues, send an email for each and explain each one clearly. 
  • You can also try to provide interpretations of what you think may be causing the issue. This will help the associate understand better and provide more relevant solutions. 

5 tips for improving your Amazon Seller Support response time 

How to avoid delays in Amazon Seller Support

To get the most out of the Amazon Seller Support team and avoid any delays, here are a few things to keep in mind: 

Work on one issue at a time

To avoid any delays, focus on tackling one issue at a time. Do not list all your issues in one email as this could confuse the associate and leave you going back and forth across different departments. 

It is recommended to sell one email for one specific issue. 

Provide enough information

When sending an email or making a phone call, ensure you have enough information about the issue. Include all the relevant information needed in your email. You don't want to waste time going back and forth on providing additional information. Gather all relevant information and state them clearly in your email. 

The key here is to provide all the information that will help the Amazon associate understand exactly what you want to be resolved. 

Avoid opening a new case with one under review 

Once you open a case, check the status of your case instead of opening a new one. 

So if you have a question about a closed case, reopen the case instead of opening a new one.

If Amazon responds to a case and you need more time, request that Amazon keeps the case open. 

If Amazon tells you that no further action taken on your case, avoid trying to reopen the case, or create a new one to change the outcome. Doing this goes against Amazon's policy. 

Stay polite

The process of resolving an urgent issue may seem long and sometimes stressful. However, the best thing to do throughout the process is to stay polite and calm. This will help you get further with the process. As we mentioned earlier, state your issue clearly and politely, providing enough information needed to resolve the issue. 

Seek alternatives 

If you're unable to get a resolution, you can seek advice from an expert or speak with a different team. 

The Captive Team includes trained seller support agents with more advanced tools. This team may be able to help resolve your issue. When you request a call from Amazon, you can ask that the associate connects you with the Captive Team. 

You can also ask for assistance on social media groups. With thousands of Amazon FBA sellers on these platforms, you have a high chance of getting an answer that can help you. 

The Amazon Seller Forum is also another platform where Amazon sellers discuss Amazon-related topics. You can post a question there and get answers quickly. 

What should you do if you get an automated message from Amazon Seller Support? 

automated messages from Amazon
Responding to automated messages from Amazon

In some cases, you may open a case explaining your issue and get an automated response on return. 

If this happens, try to be patient and attempt to explain to the agent via email that they can find all the needed information attached to the email. 

However, if after explaining, you continue to receive automated messages, you can opt for the option of a phone call. 

Final thoughts 

On the Amazon marketplace, you are likely to face one or more issues. Thankfully, you don't have to handle it all on your own. You can contact the Amazon Seller Support team to help you tackle these issues. 

To make the most out of it, ensure you have the problem clearly stated to avoid any back-and-forth across departments. Remember to start calm and polite throughout the process. 

You can through our guide above for tips that will help you get your issues resolved as quickly as possible. 

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