Amazon Seller Support - "Internal Teams"
A brand I work with has pretty much been extorted by Amazon a couple of times this year.
- Had a listing that was taken down without any notice from Amazon, never received a flag on my account health, never received a performance notification that my listing was taken down. Account health & Seller support failed to do their job as I was stuck in a perpetual loop of hearing that "this issue has been escalated to an internal team." I had to reach out to my ad representative to create a case on my behalf to get anywhere. After 3 months of no help from Amazon my listing was reinstated for all of 24 hours before they took it down, again without a flag on my account health or performance notification. We essentially stopped selling this item on Amazon.
- When all was said and done; we PAID to ship this product into Amazon, PAID Amazon to store our product, then when my listing was taken down and received no assistance from Amazon we were forced to PAY for a removal order. And when I bring this up to my ad rep they can only help me out so much and recommend that I PAY for a SAS representative. Amazon's fix to having a broken platform shouldn't be forcing sellers to pay $1600 + a % of your profits every month just to have their website function the way it is supposed to.
These internal teams really need to be held to some sort of customer service standards, I always ask if there is a timeline for when I should hear back from an "Internal team" and I'm told that it could be an hour or a week, and that they don't have a standard response time.
Mods what is the standard response time for an internal team? If there are no standards, how are these teams held accountable for actually doing their jobs?
Amazon Seller Support - "Internal Teams"
A brand I work with has pretty much been extorted by Amazon a couple of times this year.
- Had a listing that was taken down without any notice from Amazon, never received a flag on my account health, never received a performance notification that my listing was taken down. Account health & Seller support failed to do their job as I was stuck in a perpetual loop of hearing that "this issue has been escalated to an internal team." I had to reach out to my ad representative to create a case on my behalf to get anywhere. After 3 months of no help from Amazon my listing was reinstated for all of 24 hours before they took it down, again without a flag on my account health or performance notification. We essentially stopped selling this item on Amazon.
- When all was said and done; we PAID to ship this product into Amazon, PAID Amazon to store our product, then when my listing was taken down and received no assistance from Amazon we were forced to PAY for a removal order. And when I bring this up to my ad rep they can only help me out so much and recommend that I PAY for a SAS representative. Amazon's fix to having a broken platform shouldn't be forcing sellers to pay $1600 + a % of your profits every month just to have their website function the way it is supposed to.
These internal teams really need to be held to some sort of customer service standards, I always ask if there is a timeline for when I should hear back from an "Internal team" and I'm told that it could be an hour or a week, and that they don't have a standard response time.
Mods what is the standard response time for an internal team? If there are no standards, how are these teams held accountable for actually doing their jobs?
1 odpowiedź
Roxy_Amazon
Hello @Seller_2bJk9R7yUgNTc,
I'm sorry to hear about your frustrating experiences with Amazon and to hear that you had difficulties resolving your issues with the support team. Please feel free to provide any relevant case IDs or additional details about your specific situation. I'd be happy to review the details and see if I can provide further assistance to help you find a resolution if you still need.
We are committed to advocating for fair and transparent treatment of sellers on the Amazon marketplace. We want to do everything we can to support you and ensure your concerns are addressed properly.
Please let me know how else I can be of help moving forward. The community and I are here to listen and provide any guidance or resources that may be useful.
I wish you all the best,
-Roxy
