Amazon Seller Support: Contact Info and Best Practices

If you’ve been selling on Amazon for quite some time now, you might have already been acquainted with their problem-solver team known as Seller Support. As Amazon sellers, they are our first go-to when it comes to issues or concerns that need Amazon’s attention or in some cases, their action.

It would be important to note that Amazon’s Seller Support team has tons of sub-teams scattered all over the globe. And each of these teams has their own set of cases to handle so knowing who to call or reach out to depending on your concern is crucial for you to get the appropriate support that you need without unnecessary delays. In addition, it is also important that you deliver your concern or issue as clearly as possible — a very important and a no-brainer but often missed out especially if we’re under so much pressure and stress due to the issue.

To help you be on track with each contact, below are some tips that we’ve come up just for you. Check them out below!

  1. Never ever throw several issues to a Seller Support representative. Addressing each issue individually is the key. Though we all want to get any issue resolved ASAP, throwing several issues all at once to a representative would actually do more harm than good because of the following reasons:
  • You’re risking some issues to be neglected when they get mixed up with other non-related issues.
  • You might confuse the seller support representative assisting you which may just prolong the resolution and worst would end you up getting an unsatisfactory answer.

2. Choose the appropriate category in the Seller Central support page. As mentioned above, each sub-teams has different specialties when it comes to cases they handle. And ensuring you are delivering your issue to the right team will most likely give you the most appropriate resolution given that they have enough knowledge and training on the related concern. In addition, if you raise your concern over to a team not specifically handling the issue your case will just end up being bounced around from department to department causing unnecessary delays. And you wouldn’t like that. Right?

3. Take down notes before you initiate contact with Seller Support. This will ensure that you’ll be able to deliver your issues as clearly as possible. With all the pressure and stress you’re under because of the issue, you’re prone to be unable to deliver clear and concise details.

4. Give as many details as possible to ensure seller support would get a clear picture of your concern. If it’s via email or chat, attach photos or screenshots or give out the order details if it’s about a specific order your concerned about.

Below are some important details that are usually needed depending on the issue you’re having.

  • Registered Seller or Business Name
  • Seller Central registered business address
  • Credit card details on file
  • Order ID and related details if it’s about a specific order
  • Any pertinent details.

5. Be patient and keep your cool. When your issue is critically important, this would be too hard to do. Been there done that. But trust us when we say, losing your cool during a contact wouldn’t help. Keep calm and stay as friendly and as cooperative as possible. Befriending seller support during the call or contact would certainly make a big difference. If your case needs to be transferred over to a specialist, then be it. Complaining about it wouldn’t make a difference too. Would you rather talk to someone for hours trying to explain everything when they don’t have the ability to solve it? Or wait for updates while the dedicated team is working on the issue for you? Your call :)

Phone Support

Fulfillment by Amazon helpline can be reached via their toll-free telephone number for the general USA at 1–888–280–4331. Just be sure to follow the system prompts depending on your question or concern.

They are available from 24 hours a day, 7 days a week, but calling between 9:00 AM to 4:00 PM CST would allow you to get in touch with quality representatives.

Spanish-speaking sellers can call the same helpline and then request to be transferred to a Spanish-speaking team. Sometimes English-speaking reps automatically transfer the call to the appropriate team as soon as they hear the language on the other line.

Important note: Phone support is currently not available for sellers based in India.

Email Support

It has been noted that live chat support is no longer available as a contact option on Amazon. So in the next discussion, we’ll guide you through another support option which is through email.

  1. Log in to your Seller Central account. Scroll to the bottom of any page and click on “Get Support”.

2. Click on “Contact Us”.

3. Choose the best category that your question or concern falls under and follow whatever applicable prompts are available.

Vendors based in India can use the link below to communicate with Seller Support and get a response within 24 hours.

https://services.amazon.in/

Amazon Official Support Emails

Jeff Bezos, Amazon CEO — jeff@amazon.com

Seller Evaluation — seller-evaluation@amazon.com

Appeal for Product Quality Issues

US — seller-performance-policy@amazon.com

UK — seller-performance-policy@amazon.co.uk

FR — politique-performance-vendeur@amazon.fr

DE — verkaeufer-performance-richtlinie@amazon.de

IT — performance-venditore-politiche-di-condotta@amazon.it

ES — politicas-performance-vendedor@amazon.es

IN — seller-performance-policy@amazon.in

MX — politicas-performance-vendedor@amazon.com.mx

Seller Performance Team

US — seller-performance@amazon.com

UK — seller-performance@amazon.co.uk

FR — performance-vendeur@amazon.fr

DE — verkaeufer-performance@amazon.de

JP — alliance@amazon.co.jp

ES — performance-vendedor@amazon.es

IT — performance-venditore@amazon.it

CA — seller-performance@amazon.ca

Brand Trademark Infringement — copyright@amazon.com

Infringement of Intellectual Property Rights

US — notice@amazon.com

UK — notice@amazon.co.uk

FR — notification@amazon.fr

DE — benachrichtigung@amazon.de

IT — notifica@amazon.it

ES — aviso@amazon.es

IN — notice@amazon.in

MX — notice@amazon.com.mx

For unpaid earnings after the account is closed by Amazon — payments-funds@amazon.com

Appeal for payment after the account is closed

US — merchant-reserve-inquiry@amazon.com

CA — payments-investigate@amazon.ca

UK — payments-investigate@amazon.co.uk

FR — investigation-amzpayments@amazon.fr

DE — payments-nachforschungen@amazon.de

IT — payments-investigate@amazon.it

ES — investigacion-pagos@amazon.es

IN — payments-investigate@amazon.in

MX — payments-funds@amazon.com.mx

In some cases, Seller support may need to transfer the case to a specialist if further support is needed. You may also initiate the request for transfer if you feel that you are not being given the appropriate support that you need.

It’s also important to check the Amazon Support Page prior to initiating a seller support contact. This page offers basic solutions and troubleshooting tips including changing a listing, contacting a buyer, Fulfillment by Amazon, product and inventory, payment and fees, policy information, sponsored products, and shipping info. This would save you time and effort in case, your questions or concerns are already discussed on the page.

What to do when you receive a Policy Warning or Performance Notification from Amazon?

  1. The performance notification or policy warning can negatively affect your seller account and selling privileges so be sure to take it seriously.
  2. Come up with a detailed plan of action and respond as soon as possible.
  3. If you need some time to prepare your answer or provide any information need, be sure to notify Amazon and commit to sending it over at a specific date.
  4. Keep calm and be apologetic. Be sincere about making things right.
  5. After responding, be sure to take action. Several policy warnings for the same issue may get your seller account suspended.

Plan of action contents

  1. Acknowledgment of the violation.
  2. The steps or changes you are to make to ensure your account and/or products are compliant moving forward.
  3. Detailed steps on how those changes will be implemented.
  4. Time-frame on when those changes will be implemented, preferably ASAP.

As you know, Amazon is always changing and this guide may become out of date by the time you read this. Use your own common sense when reviewing the tips above.

Download our Seller Support Comprehensive guide and get the most out of your every contact with Amazon’s problem-solver team.

Get it here.