Around 58% of items sold on Amazon come from third party sellers in Q3 2022, according to Amazon and Statista. Over the past seven years, the ratio of units sold by third party sellers has grown consistently each year from the starting point of 42% of units sold in Q3 2014. With growth comes new challenges and the need for support.
If you use the tools in “Amazon Seller Central” then at some point you may need to access support. You do so through “Amazon Seller Central” support.
Occasionally business owners get Amazon Seller Central and Vendor Central confused. The main distinction is Seller Central is for sellers who want to run their own store using Amazon while Vendor Central is for established brands who sell their products in bulk to Amazon to resell. Amazon indicates that Vendor Central items are “Sold by Amazon.”
As you build your business, retaining satisfied customers is crucial to your success. When you run into issues on Seller Central, your customer relations may be at risk. Knowing the best ways to contact support helps ensure you get prompt and reliable service.
Hi! This post is brought to you by Sellzone, a blog designed by Semrush to help your ecommerce business grow. Semrush is the online visibility platform trusted by seven million users and 30% of Fortune 500 companies. Take advantage of Semrush's ecommerce tools by entering Semrush AppCenter.
Follow us on social media to read the latest strategies from the ecommerce community, and don't miss new opportunities to increase your profits:
How Can Amazon Seller Central Help You?
Chances are running your Amazon store keeps you busy whether you are a full-time seller or you run your store in addition to your “day job.” You usually only need to contact support when something goes wrong. This tends to happen when you are busy fulfilling a batch of orders or doing another time-sensitive task.
You may have encountered Amazon Seller Central support when you were first setting up your Amazon Seller account but so far it’s been smooth sailing. From time to time, other issues may arise that require support throughout the life of your Amazon business. A few issues Amazon Seller support may help with include:
- Problems with order management
- Trouble logging into your Amazon Seller account or getting locked out
- Problems with product listings or uploading your inventory feeds
- Issues with using the promotional tools
- Reporting other sellers violating your copyright or trademark
- Any other issues with your Amazon account
- Issues with Fulfillment by Amazon (FBA)
On those rare occasions when you need to contact support, it may help to take a deep breath and remind yourself that your support rep may be a helpful consultant when it comes to navigating the challenges you are experiencing with the Amazon Seller Central platform.
Since no one wants to spend time waiting for support, you may want to do a little research before you open a ticket. Simply try Googling your question to see whether there is a simple answer. Sometimes, this will save you time. Of course, you may discover that you really do need to connect with an agent.
What is the Best Way to Contact Amazon Seller Central?
You can get in touch with Amazon Seller Central by phone, email, or live chat. The best option depends on the complexity of your problem and your personal preferences. Also, be sure to use the correct Seller Central for your location, the information in Seller Support USA may be different from Seller Support Europe since the regulations are different and so are the best practices in eCommerce. Whether you are in the Americas, Asia, Africa, Australia, or Europe you should be able to find the support you need. Part of Amazon’s strength is its ability to bring together buyers and sellers from around the world. Your buyer in India may run into different challenges than your customer in Canada. Seller Central support should be able to help you regardless.
How to Contact Amazon Seller Support by Phone
For some issues, it is just easier if you could just call amazon seller support and talk to someone on the phone. If you Google, “Amazon seller support phone number,” you may notice that different websites list different phone numbers and some of those numbers may be disconnected or may connect you with a different department within Amazon.
The easiest way to get on the phone with one of Amazon’s support reps might actually be through the contact form on Seller Central. The Amazon Seller Central contact form offers you the option of requesting a call in response to your ticket. Be sure to include the relevant information on your contact form including your country and complete phone number. If your support need is time sensitive or urgent, be sure to check the box stating, “this issue is urgent and requires immediate attention.”
Once you get your callback, be sure to go to a quiet place to speak with the agent and ideally wear headphones so your hands are free to navigate your Seller Central account. Politely describe the issue in just a couple of sentences and give the agent a little time to process your statement. Often the biggest challenge is ensuring that you and your agent are “on the same page.” Keeping your initial description simple, yet specific helps your agent know which resources to open and where to start troubleshooting.
Most likely your Amazon agent will need more details. The interactive nature of a phone or voice call are often ideal especially for time sensitive situations.
Contacting Amazon Seller Central by Email Address
The contact form sends an email message to support. Sometimes if there is a language barrier between the seller and support rep, written communication like an email message or text chat may be a more effective way to communicate.
When the issue is important and complicated but not especially time sensitive, email may be ideal. You can more easily reread and review the instructions than you could with a phone call.
If you need to contact Amazon Seller Central, the first step is to log into your account. From there, click “Help” in the top right corner of the page. You may see some recommended support solutions or view your current case log on this page.
To begin a new inquiry, scroll down to “Need more help?” and click “Get Support.” You can then choose the best option that fits your needs, usually “Selling on Amazon” and describe your issue in the provided field. This is an opportunity to explain what you need as accurately as possible so Amazon can give you the right solution or guidance.
Under 'Resolve Your Issue,' you'll be presented with two forms of contact you'd like Amazon to reach you through. Simply click the e-mail tab and fill out the form provided.
Contacting Amazon Seller Central by Live Chat Support
Live chat is also a great option that combines the interactivity of a phone call with the ease of text communication. It is also an ideal option if you manage your store in a busy or noisy environment.
To access live support, complete the form and check the box requesting a “chat.” If your need is urgent or time sensitive, be sure to check the box indicating, “This is urgent and requires immediate attention.”
Tips & Tricks to Contact Amazon Seller Central
Chances are, contacting support isn’t something you look forward to. You have so much to do, the time spent waiting on the phone or for a live chat representative can go so slow. In addition, the rep may not understand your issue or in some cases may not be empowered to help.
To ensure the best outcome when requesting support, follow these guidelines from Amazon Seller Central.
- Open just one ticket per issue and check your existing case log once you opened a ticket.
- If your matter is urgent or time sensitive, flag it as “urgent” for more timely service.
- Ask support to keep your case open if you expect you may need to respond to it and feel free to reopen an existing closed case if your issue wasn’t resolved.
- This may seem obvious, but remember that support staff may only assist with issues that are consistent with Amazon’s policies.
In addition, here are a few other tips for making the best use of support through Amazon Seller Central.
Automatic Responses and Bot Support
If you have ever worked in a customer or technical support department, then you know that many people contact support when the answer to their question is well-documented in the help files. This is why so many companies, including Amazon, make you jump through a few hoops before you reach a representative.
You may be presented with a list of general help files documentation, if any look relevant be sure to read them. Even if the file doesn’t solve your problem, it might give you useful information to help the representative troubleshoot a solution. If you still need to communicate more directly with a human agent, you may need to scroll below the automated list and request support.
Use the Right Channel for Your Query
As mentioned, you will have a better experience if you choose the best channel for your needs. For example, email may be more effective for a complicated issue if it isn’t an urgent matter. The email format allows you to offer more detail than a text chat box. However, if the concern is time sensitive phone or live chat support may be better options.
Provide All Necessary Information
To start, give a one or two sentence description of your problem. Try to be specific but avoid oversharing. At this point, you just need to connect with the representative and get them thinking about specific solutions.
Try to keep the description concise, limiting any extra details that may confuse the rep and even result in incorrect advice. Too often, customers include too many details causing the bot or the human representative to focus on the wrong points. This often leads to frustration on both sides. The rep should ask for more detail if they need it. You may find the support representative simply doesn’t have the knowledge or experience to help with your problem and you may need to get that person to escalate your ticket. If your rep offers to do this, be sure to thank them for their assistance.
It may even help to type or handwrite a few notes before you reach out to support. A list of talking points or a simple bullet list may be all you need. The goal is to make it easy for you to articulate the basic information the agent needs and to make sure you don’t leave out the most important details.
Be Courteous to Representatives
Contacting support may be frustrating, after all, you only need to contact Amazon support when you have problems or issues impacting your business. It’s crucial to stay calm and focused on finding a solution to the problems that led you to contact support without creating new problems.
Remember even if your support rep is not able to solve your problem, they may know who to connect you with and potentially are a powerful advocate and ally.
Don't Be Afraid to Ask Other Sellers for Help
Other sellers may be your most powerful advisers. Social media, Discord, and forums all offer opportunities to network with other sellers who may have resolved similar issues for their own businesses. Sometimes a seller may give you a useful solution to an issue that Amazon’s support may not be able to help you with. The Amazon Seller Cental forum can be a valuable resource, just be aware that the community may have limitations due to its affiliation with Amazon.
Learning how other sellers resolved their issues may also put you in a position of strength when you need to contact support. If you know others in your situation had their cases escalated to a a manager, then you may want to save both your time and the agent’s time by respectfully requesting the same. You may need to give the agent enough information to justify that approach.
Use Seller Tools to Gain More Insight
Unfortunately, not every issue can be resolved through Amazon’s seller support. For example, if you want to track product trends a third party resources like the tools available through Sellzone and Semrush will be much more effective than the support line. This is true whether you want to discover the best high demand products to sell or better understand how to deal with copyright and trademark infringement.
Similar applies to tactics to grow and market your business including auditing your Amazon listings and the traffic to your listings. By leveraging tools and services like Semrush App Center and various seller’ communities you can gain insights and ideas that may help you make money, find customers, and maybe even avoid issues that would lead you to contact Amazon support. For example, if you sell consumable products, you may discover whether participating in Amazon’s “subscribe and save” would help you acquire long-term customers.
Conclusion: Treating Support Like Valued Members of Your Team
When it comes to running your Amazon store, the Seller Central support representatives may be one of your “secret weapons.” The key to having a positive experience is understanding which communication methods work best whether you interact with support on the phone, via email, or through the live chat feature. When you treat support like a valued resource and concisely share your needs then you are more likely to make efficient use of the time.
In addition to the Seller support, find your community among other sellers who can share insights, experience and tips covering best practices and strategies to build and manage your store. Often the best strategies involve using independent third party tools like Sellzone to market your store and track product trends.
You've read to the end, you rock! Follow us on social media, and don’t miss new opportunities to increase your profits:
Starting an Amazon store can be challenging but it can also be rewarding. Learn more about becoming a successful entrepreneur and how to make the most of your business.
Use Amazon’s Seller Central forum to leverage questions and insights from other Amazon sellers from around the world.
Learn how to effectively conduct product research using Semrush’s powerful suite of tools.
You invest your time and possibly advertising dollars into driving traffic to your Amazon listings. Use these key insights and tools to evaluate your strategies and get the most return on this investment.