[Section 2] Lesson 7: Understanding Help Section on Amazon

Identify the help page on amazon website and understand how to get help on amazon.

Hello friends! What’s up?

Amazon Seller Central is a complex portal due to the large number of features available. Amazon constantly upgrades its policies and features, making it difficult for dedicated e-commerce managers as well to know everything.

Most businesses on Amazon are SMBs (Small & Medium Size Businesses). Therefore, most of the time, it is a one-person show, i.e., one person has to handle the whole Amazon Selling Account, from day-to-day operations to listing new products to making small strategic decisions every day.

Therefore, it’s nearly impossible for that person to be updated with all the features and updates on Amazon.

This is where asking for Help is necessary. And who better to clarify Amazon policies than Amazon itself.

Let’s understand how we can ask Amazon, through the amazon help section, any query regarding selling on its platform and get a proper resolution.

Table of Contents:

#Option 1: Help regarding ‘Sponsored Ads & Stores’

#Option 2: Help regarding ‘Selling on Amazon’

#Wise Advice

Let’s get started!

Login to Amazon Seller Central. If you have not created your selling account on Amazon, Click Here.

To understand the step-by-step registration process on amazon as a seller, Click Here.

Click on the Help Button on the Top Right Corner of Amazon Seller Central.

At the bottom of the page, you will find 3 options.

• Seller Forums — Here, you can ask questions from other Amazon Sellers.
• Need More Help? — Here, you can mention your issue and raise a case for the same.
• Case Log — Here, you can view the status of the already raised cases.

Click on the ‘Get Support’ button.

You will get 2 options.

Click on ‘Sponsored Ads and Stores’ to raise a query regarding Advertisements on Amazon. For any other queries relating to Selling on Amazon, click on ‘Selling on Amazon’.

#Option 1: Help regarding ‘Sponsored Ads & Stores’

If you click on Sponsored Ads & Stores, you will be redirected to Amazon Advertising Support Centre.

Here you will see a search bar and a list to navigate through to solve your issue. You can also check the status of existing case logs relating to the advertisement on amazon by clicking on ‘View Your Cases’.

Continue to navigate through various relevant options to find an appropriate solution to your problem.

If your query remains unresolved, click on ‘Contact Us’ under ‘Still Need Help?’ to contact Amazon Associates of Advertisement Team through Email or Phone Call.

• You are likely to get a prompt solution to your problem on the call, or Amazon Seller Associate will forward the case to the concerned team or senior.
• You can properly present your issue by email, with attachments that you may think are essential to solving your issue. The email will be soon responded with a proper resolution.

You can check the status of your existing case logs from time to time.

#Option 2: Help regarding ‘Selling on Amazon’

If you click on ‘Selling on Amazon’.

A textbox comes up asking you to ‘Describe Your Issue’.

There are 3 ways to pose your query — Email, Phone, or Chat.

You can describe your issue here if you prefer to email. You will also get an option to attach relevant attachments in next step.

Alternatively, if you prefer talking rather than typing, go for the ‘Phone’ Option. Enter the phone number on which you want a call back and click on ‘Call me Now’. Amazon Seller Associate will call back immediately to solve your issue.

You can keep track of the status of your cases in ‘Case Logs’.

#Wise Advice

Well, now that you know the process of raising a query with Amazon let me give you some insights that will be helpful while using Help section in amazon and dealing with Seller Associates.

#1. Amazon Seller Associates are trained to give you clarity regarding Amazon policies. But policies are made by senior management. That’s why when you feel that Amazon is unfair to you as a seller, you arguing about ‘Why’ a particular rule is there with seller associate will be a wastage of time and hence, amazon help section will be of no benefit to you.

Simply asking them what the policy is in this regard or the options you have in a particular situation as a seller will be the questions to which you will get proper answers.

#2. There will be instances when you pose a good question, and to avoid that question, seller associates ask you to check and call back. In most instances, you will never receive a call back. This way again amazon help section will be of no benefit to you.

So, it’s better to request them to put you on hold and search for the solution. Once the problem is resolved, only then hang up.

If you think you are not getting a proper answer, ask the associate to transfer the call to some senior person who is likely to be more intellectually equipped.

#3. Every time you call, you will talk to a new seller associate. You don’t have any particular account manager for the same.

It means that if you do not get a resolution from one associate, you will have to explain the whole issue to another associate by requesting another call. It isn’t very pleasant, but it is how help section on amazon works!

That’s why it’s better to clear all the doubts relating to a particular issue with that associate only.

#4. If you are writing an email, try to add all the relevant information, screenshots, etc., that the seller associate might require to solve your issue.

That way, you are most likely to get a proper resolution in one go. Otherwise, a lot of time gets wasted in to and fro emails with amazon helpdesk.

Hope the information provided helps you understand the help page on amazon website. Also, the tips that I provided from my experience should help deal with Amazon Seller Associates smoothly.

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