Get The Support You Need
Every Amazon seller has experienced some kind of issue that they couldnt figure out without contacting Amazon Seller Support. Its 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!
Always Start With Email
You will be given the option to have the representative respond to you via email or phone. We recommend always sending an email detailing your issue and requesting an email response. Its good to have a paper trail proving what happened in the course of your case. You may not need that paper trail in the future, but its good to have it just in case. Also, sometimes the representative will call you even if you request an e-mail. Other times they call to tell you theyve emailed you . Its a good idea to save the Seller Central number in your phones contacts so youll know Amazon is on the line the next time they call.
How Long Will It Take To Get Paid Using Vender Central Vs Seller Central
Using Seller Central, sellers are paid every 14 days through Amazon Payments. To initiate, sellers must register their bank account information with Amazon. After a sale, Amazon will process the order and credit the net proceeds to your account, which are then transferred to your bank every 14 days. It can take from one to three days for the funds to appear in your account.
You can expect much slower payments with Vendor Central. Most contracts are paid with an invoice on net 60 terms. If Amazon pays in 30 days, they give themselves a 2% discount. Payment time can vary greatly and you wont necessarily know when it will arrive.
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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 thats 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.
How Can The Seller Support Team Assist You
When it comes to platform technical issues, the seller support team is the best place to start. When contacting the seller support team, you should manage your expectations.
The Amazon Seller Support Team can assist with technical issues. In particular, you may contact the seller support team if you need help with the following:
- When you have a problem accessing your Amazon Seller Central account
- When you need assistance with uploading inventory feeds
- When you need answers to general Amazon Seller Central account questions
You need to understand that numerous teams are working at Amazon, from warehousing to advertising. If the Amazon FBA seller support team is not the most appropriate team to handle your concern, they are more than happy to direct you to the correct department.
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How To Contact Seller On Amazon App
Apart from just purchasing items on Amazon, you can also contact different sellers for help using the following steps.
- Go to the Amazon App and log in with your details.
- Then select orders on the home page. Click on Orders, and it will display the list of all the transactions and orders you have completed on Amazon.
- On every completed order, you will see the name of the seller that sold it. Select on the Name of the Seller option, and it will display a box with a label to ask a question.
- Choose the option that best suits your inquiry from the drop-down menu.
- You will also find a label that reads select a subject. Click on the label to see the options displayed. You will have four options to display from . If you choose the other question option, you will also click on write message where you will compose a message that states your inquiry.
- To attach a file or image, you will click on Add Attachment, then click Send to send your message.
Seller Support Vendor Central Vs Seller Central
Looking to partner with Amazon in such a way that the company supports you when things go awry? Good luck getting that as a Vendor Central partner.
The reality is that you arent likely to receive any support when you sell through Amazon Retail unless your brand is a household name or you fork over hundreds of thousands of dollars to Amazon.
However, you can expect decent support if you use Seller Central. Amazon offers a Seller Support service that responds to problems related to inventory, payments, and listings.
Theres nothing on the Vendor Central side that compares to Seller Support.
You also have more flexibility as an Amazon Seller when it comes to updating your listings on Amazon. That includes changes to images, titles, bullet points, and descriptions.
Advantage: Seller Central partners. Vendor Central accounts receive minimal if any support. Seller Central partners have access to a Seller Support service.
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Using Salesbacker To Monitor Feedback In Real Time
One of the premium features offered by Salesbacker is email alerts that trigger whenever you receive feedback below a certain threshold that you set . The email alert also includes a link to the order detail page, where you can respond directly to the feedback provided. This feature allows you to act instantly to any less than excellent feedback so that you can follow up with the customer to make it right, or work with Amazon to have the feedback removed if it is against Amazons feedback policy. Try out this feature by signing up for a free 30-day trial of Salesbacker today. You can also read this guide on how to get negative seller feedback removed.
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Going International With Amazon
If youre interested in selling to customers outside of the United States, you should use Seller Central.
Why? Because Vendor Central partners can only sell in the U.S. marketplace at the Amazon.com website.
If you want to sell on Amazon.ca or Amazon.mx , you can create a unified North American account and sell your products across the border.
Advantage: Seller Central partners. Expansion into foreign markets is much easier for third-party sellers.
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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 arent 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.
Does Amazon Vendor Central Require A Warehouse In The Usa Is That Mandatory
If operating outside the United States, Amazon Seller Central is recommended.
As a seller, you can ship directly to a Fulfillment By Amazon warehouse or directly to the customer. Remember, you will have to clear the products through customs and pay any import duty or taxes. Your customs broker or freight carrier such as FedEx will handle this for you.
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How Do I Find Amazon Seller Central Phone Number
Amazon Seller Central doesnt make it easy to call them. In fact, they initially present you with every option but a phone number.
First, theyll direct you to their FAQ section. If you dont find your answer there, they ask you to email them.
To get to the contact, youll have to log into your Seller account.
In order to speak to someone on the phone, you must have a Pro Seller account. If you do have a Pro account, navigate to the help section.
Once youre in the contact section, you will have the option to open a case or click the Click to Call button. Rather than connecting you directly, Amazon will call you back.
If youre not a Pro member youll have to use email to contact them, or try contacting Amazons Customer Service and asking to speak with Seller Support.
What Is An Amazon Pro Seller Account
As a rule of thumb, its best to opt for an Amazon Professional Seller Account if youre moving a lot of merchandise every month.
When you sign on with Amazon Seller Central, you can choose an Individual or Professional Seller option. If you plan on selling more than 40 items per month, you should pick the Professional Seller plan.
It will cost you an additional $40 every month, but you wont have to pay the $0.99 fee per item. So its a net benefit financially.
On Amazon Seller Central, youll still have to pay the referral fees and variable closing fees with a Professional Seller account.
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For Unpaid Earnings After The Account Is Closed By Amazon
Often it is nearly impossible to get back any of the unpaid earnings after Amazon has closed your account. Yet, you can try your luck sending an email on your situation to
If you can provide proof that you didn’t break any of Amazon’s rules – you could get your money back. Unfortunately, the process could be laborious and long.
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. Dont 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.
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Customer Service Amazon Vendor Central Wins
Another area where Vendor Central partners have an advantage is when it comes to customer service. Thats because Amazon handles all aspects of customer service, including issues related to fraud.
Its true that Seller Central partners can use FBA to handle most aspects of customer service. However, the seller will still be responsible for customers who make claims about receiving fake products.
Bottom line: If you decide to sell as a third-party on Amazon, youll find that its more difficult to challenge dishonest competitors who pose as customers.
More than half of all Amazons sales are generated by third-party sellers, so its still a major of the ecommerce landscape.
Advantage: Vendor Central partners. Amazon takes care of all issues.
Which Is More Expensive Vendor Central Or Seller Central
While there are no monthly or item fees associated with Vendor Central, it can still end up costing you more. Amazon takes out marketing fees, remittance fees, pre-payment fees and packaging fees. You may also encounter some unexpected costs due to purchasing A+ content and charge-backs if you miss a label or dont package your product properly,
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How Can Amazon Support Me
Before you pick up the phone, youll want to moderate your expectations and understand what Seller Support can and cannot do.
For instance, when you call them for technical concerns, they may be able to assist you. If you have trouble logging into your account, please contact Seller Support. Seller Support is a wonderful place to start if you see any signs of account hacking or get an error message while connecting into Seller Central.
If you get notices concerning listing deletions due to Catalog difficulties or FBA difficulties due to Hazmat, Seller Support will assist you in reaching the appropriate teams. There are many different teams at Amazon, so be sure Seller Support sends you to the proper one. If youre put on the wrong team, dont waste too much time there.
What Are The Key Benefits To Amazon Seller Central
For future reference. the main benefits to choosing an Amazon Seller Central account include:
- Anyone can be a Seller Central partner
- You can control your account
- Sell directly to Amazon users
- Logistical options are flexible
- You control the retail pricing
- Advertising options are limited, but effective
- More complex sales process
- Brand content is enhanced
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How To Manage Brand Registry In Amazon Seller Central
If you have a brand enrolled in , you have access to more tools and features that other sellers dont. Within the Brand Dashboard, you can manage your enrolled brands, manage negative customer reviews, create A/B tests, see your brand health, and more.
To access the Brand Dashboard, go to the Brands tab then go to Brand Dashboard.
How Do I Get Amazon Seller Central Support
The type of support you have access to depends somewhat on whether youre an individual or professional seller.
If youre a professional seller, you have the option of phone support.
For either account, you can navigate to the help section where it will bring up the page Contact Seller Support.
From there, it lists ten of the most frequently asked questions for you to choose from. If none apply, click the I have a question thats not listed above link.
You will then be prompted to log in. If you have a professional account, youll be able to either open a case or choose to have them call you.
Individual accounts can only use the email options.
Once you open a case it will be stored in your Case Log, which shows updates on all your open and closed cases.
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Do You Plan To Use A Dba Name To Operate Your Amazon Seller Account
While some companies have legitimate reasons to use a different customer-facing name, Amazon is also a place where many sellers purposefully conceal their identity.
Reasons for doing this include not wanting brands to know that they are selling online, or the brand is actually the reseller and doesnt want its other retail partners to know that it is selling product online direct to consumer.
Where Do You Plan To Send Amazon Order Returns
As an Amazon seller, it is imperative that you think about your return process.
- Are you going to handle the Amazon returns yourself, or send them to a company that specializes in testing/grading returns and making the product available for sale again ?
- Who on your team will handle Amazon customer inquiries?
The key is not just having all of the answers, but also respecting Amazons requirements to respond to all customer inquiries within 24 hours, any day of the year.
Hence, figuring out who is on point is one critical operational issue that should be addressed before opening your Amazon seller account.
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How To Update Account Information
Maybe youve opened a new business banking account, or have a new business credit card youd like to associate with your Seller Central Account. Or perhaps you need to update your business address or tax information, or you just want to change your Seller Central password. Whatever the circumstance, it is important to know where to go to update the information for your account. Thankfully Amazon makes it pretty easy.
If you click on the Settings drop-down in the upper right hand corner of the home page screen, youll see a menu of options for updating various types of information for your account. For most account updates, youll want to click on Account Info.
From this screen you can click into any piece of information you need to update and make the necessary changes.
You can also click Manage under the Your Services section to make changes to your account plan, FBA registration, or other services.
To update your login settings and change your password or the email address associated with your account, click on Settings and select Login Settings to make the necessary changes.
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