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Amazon Seller Support – Contact Info and Best Practices
Contacting Amazon Seller Support is inevitable as an Amazon Seller. When it comes to selling with Amazon or any other online platform, whether we like it or not, there will come a time that issue/s will come up and we would be needing help. Knowing how and where to get appropriate help really matters. Being able to deliver your concern or issue clearly to the right people will get you the right resolution at the shortest possible time.
So, if ever you encounter issues beyond your knowledge, be it about the listing, payments, customer orders, feedback and any other possible issues that may negatively affect your Amazon Seller Account, you can only turn to one Amazon Team, the Seller Support that is. But as we know, Amazon Seller Support has tons of sub-teams located all over the world. Knowing who to contact depending on your concern is a must to get the desired support that you need.
Below are some tips we have come up with for you to be able to get the best out of your contact with Amazon Seller Support whether be it via email, chat or phone.
Be sure to address each issue individually. Of course, you want to get the best resolution at the best possible time. But bombarding a Seller Support with all your issues all at once won’t help and it may even prolong the delivery of the resolution because of the following reasons: Your non-related issues might get mixed up and be neglected. Lumping several issues in one case may cause confusion Raise your concern/s over using the appropriate category in the Seller Central Support page. This is to ensure that the person whom you will be talking to is the right person with the right knowledge on the issue you are having. Moreover, doing this will also prevent your case from being bounced around from department to department which will surely delay your much-awaited resolution. Be clear and concise with your questions or concerns. You may sometimes find yourself to be unable to properly deliver your issue, so it would be better to take down notes before your actual contact with Seller Support. Give enough details about your concern. Giving Seller Support a clear picture of what’s going on or why you need help is the key to getting an appropriate answer to your question. Keep calm and patient. We do understand that at times you may face urgent issues and you badly need a resolution as it may negatively affect your account or your sales. But losing your cool during the contact with Seller Support won’t give you your much-desired answer. Bear in mind that if your case requires a specialist, you may be transferred accordingly and will have to wait. But you’d rather get the right answer even if it takes a bit, longer right? Fast resolution isn’t always the best.
You may also want to be ready with your account details should Seller Support require account validation or more information about your account to provide you support. Refer to the list below of what information you should have on hand.
Seller Name or Business Name Registered address Last four digits of bank account or credit card on file Order Details if you need help about a customer order or trying to resolve a dispute Notes about the issue you are having to ensure you provide seller support all the pertinent details they might need
How to get phone support?
FBA (Fulfillment by Amazon) department helpline is available 24 hours a day but calling between 9:00 am to 4:00 pm Central Time will let you get in touch with quality representatives.
The toll-free telephone number for general USA support related to complaints, billing issues, or account activity by following the prompts: 1-888-280-4331.
For sellers based in India, phone support option is unfortunately not an option.
Spanish Seller Support
For sellers located in a Spanish-speaking country, you can call the same helpline and request to be transferred to their Spanish-speaking team or they may also transfer you to the said them as soon as they hear the language.
How to get email support?
Log in to your Amazon Seller Central account. You may find the “Get Support” on any page and click on “Contact Us”.
Choose the appropriate category depending on your issue and choose “Email”.
Like phone support, email support are available 24/7.
Seller Support
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Helping millions of businesses find success selling on Amazon
A major driver of Amazon’s vast product selection is the millions of third-party sellers offering items for sale on our global marketplaces. Sellers are a significant contributor to our ability to provide a great shopping experience for customers. So making those sellers successful on our platform is a priority for Amazon. The Seller Support organization is at the forefront of engaging sellers, and building tools and programs to make them successful and enhancing the seller experience.
Our organization is made up of diverse teams, including seller associates helping merchants manage their operations on our platforms, tech teams building seller self-help tools and leaders building internal business processes and systems to manage day-to-day merchant performance. From the people picking up the phone when a seller has a question to our technical teams leveraging the latest technologies and approaches like machine learning to identify opportunities to help third-party merchants succeed, we are an organization of innovative and customer obsessed Amazonians.
Joining Seller Support provides talented professionals a great opportunity to grow their own careers while they help grow sellers’ businesses and Amazon’s selection. This is an organization where the customer-obsessed are free to innovate and build.
Meet Amazonians working in Seller Support
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Frequently Asked Questions
Amazon has built a base of millions of satisfied customers by being responsive to their concerns and acting quickly to resolve problems. We extend this valuable customer trust to sellers through the A-to-z Guarantee program.
The A-to-z Guarantee Program is for situations where a customer never received a product or received a product that is materially different from what was ordered or expected. We ask customers to first contact the seller when they have a problem. If the seller fails to resolve the problem, the customer can file an A-to-z claim. When Amazon receives the claim, we send the seller an automated email detailing the claim and requesting basic information from the seller about the order and the fulfillment process. Amazon will then determine how the claim will be settled, which may include reimbursement of the order to the customer, at the seller's expense.
You can register today for the selling account of your choice, without the need to contact a sales person by clicking on the Sell as a Professional or Sell as Individual buttons on this page.
Before you begin the self-service registration process, be sure to have the following information available.
• Your business name, address, and contact information
• An internationally-chargeable credit card with valid billing address
• A phone number where you can be reached during this registration process
• Your tax identity information
If you want to close your account permanently, Seller Support can assist you. Keep in mind that you can use our Listings Status feature to suspend your listings, or you can remove your listings entirely but hold on to your account for future use.
Before you close your account permanently, please cancel and remove your listings and resolve all transactions. Find out more about how to close your account ›
We have videos, webinars, web pages, and more to help you find what you need.
When you sign up as a Professional Seller, you will have access to sell on our US, Canadian, and Mexican marketplaces through a North America Unified Account. This will enable you more easily to share product listing information and manage your inventory consistently across all three marketplaces. For all per-item transaction fees, sellers will pay the fees applicable to the marketplace in which the item was sold. If you're a Professional Seller, you will only be charged one monthly subscription fee for selling in North America.
If you already sell on Amazon in the US, Canada, or Mexico, you can use your existing bank account to receive disbursements in your local currency with the Amazon Currency Converter for Sellers (ACCS). If you are a new seller registering to sell in the US, Canada, or Mexico, you can be paid directly in your local bank account in the local currency, provided you have a bank account in a country supported by Amazon.
Amazon offers two selling plans. The Professional selling plan is available for a $39.99 monthly subscription fee plus per-item selling fees, which vary by category.
If you plan to sell fewer than 40 items a month, the Individual plan may be best for you. There is no monthly subscription fee. Instead, Individuals pay $0.99 per item sold plus other selling fees, which vary by category.
Learn more about Selling on Amazon pricing ›
Additional fees apply when you use Fulfillment by Amazon to pick, pack, ship, and provide customer service for your products. Learn more about FBA pricing ›
How To Sell on Amazon U. S. from Anywhere in the World
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We get this question on a daily basis here at Jungle Scout. “Can I sell on Amazon US if I am based in a different country?” or “How do I sell on Amazon US if I live outside of the USA?” So much so in fact, I thought I would put this post together to share the good news, that YES, you can, in fact, sell on Amazon US from ANYWHERE in the world and I’m going to explain exactly how to do so.
Selling on Amazon US Internationally
You can sell from Amazon US Marketplace from all corners of the globe, given you have a good internet connection! We have Jungle Scouters working for our team (Including myself!) living and traveling across the world who sell on Amazon, so we have all the information you’ll need to get set up in no time!
For the past year and then some, I have been traveling and living outside of the United States, and still selling private label products on Amazon as efficiently as if I were tethered to my desk like the olden days. Let Amazon handle all logistics and inventory storage, give me a good internet connection, and I have just gained my freedom to travel the world!
So I don’t need to be in the USA to sell in the Amazon US Marketplace?
So let’s get things straight, you do NOT need to be living in the USA to be eligible to sell on Amazon’s US store. I’m going to show you all exactly how to accomplish this so that you could be chillin’ on a beach in the Maldives or taking in the Northern Lights in Iceland, all the while selling on Amazon’s US marketplace.
Why Is It Better to Sell on Amazon’s U. S. Store?
First, a little context on Amazon U. S. and other international Amazon stores. Amazon’s largest region is North America (mainly sales from the U. S., but also Canada and Mexico), and the UK, Germany, and Japan make up the lion’s share of revenues.
However, Amazon’s most innovative services, such as Prime are so well utilized in the US, that in order to execute such a logistically intensive operation, Amazon needs to have a dense network of distribution centers and warehouses developed in the States.
How Do I Sell on the Amazon US marketplace
I want to preface this first by stating the obvious: I am not a financial advisor, tax lawyer, or otherwise. I just know this from my own experiences, and am sharing it from my time as a seller living outside of the States. So I am not going to delve into the state or federal tax requirements, but I obviously recommend that you do your due diligence and speak to a trusted advisor on that.
When setting up your Amazon store, here are some basic pieces of information you will need to prepare.
- Provide a credit card that can be charged internationally, Visa or Mastercard. A phone number—if you get a Skype US phone number, that will work in your favor. You will need to provide US bank account information. This may be a hassle as many banks require your presence in the States, but you do want Amazon to have a legit account to send the money, right? One solution that you can use is Amazon’s Currency Converter for Sellers (find that here). Granted, I have not gone through this process myself as I have a US bank account, but I know ACCS basically allows you to sell in foreign Amazon marketplaces without opening a bank account in that country. Instead, you are paid directly in your local bank in your local currency. Pretty sweet, huh? The one small caveat is that you can only receive payment to a bank account in a country and currency supported by ACCS. There is also a list of all the countries and currencies supported by Amazon’s Currency Converter for Disbursement.
There are some steps that you will have to follow in order to streamline the importing process.
Create Your Amazon Listing: You have to create the listing on Amazon first, in order to receive the shipping destination and FBA warehouse that you will be sending the product to. Choose Your Customs Broker: In order to import your item into the US, you will need a Customs Broker to get your product into the States (unless you ship via Air like UPS, DHL, FedEx, in which case it is included as a service). Your customs broker will guide you through the exact process of clearing your shipment, and the requisite paperwork, documentation, taxes, and more. This is perhaps the least enviable aspect of selling on Amazon’s U. S. store, but something that all importers have to go through!
I went into more detail about the importing and shipping process in this post here. I don’t want to rehash the same information, but definitely take a look at that as well for information about importing from China into the United States.
How to Import and Store your Product Efficiently:
I think this is the trickiest part, and once you find a great partner, it makes all the difference in the world.
I use Flexport. They handle all the customs, freight forwarding, and inventory storage for me. They are injecting the importing game with a much-needed dose of technology, which is so critical in saving time and headaches. I do not necessarily want to recommend or comment on other services that I do not have first-hand experience, but with a quick Google search you should be able to identify the main service providers, and also other people’s experiences with different companies.
Here are a few types of services that I would recommend if you are selling in the U. S. from abroad:
Check Samples: As you may have seen with the marshmallow sticks that I have launched, there is a range of quality in both the physical product and the supplier themselves. You can be the judge of what the supplier may be like (communication skills, responsiveness, background check, etc), but you can’t necessarily get a great gauge of the quality of product if you don’t handle it yourself. Have the supplier send to you directly, wherever you are in the world, or have them send it to friends/family that can vet the product for you. Don’t just rely on photos or the supplier’s word when examining samples, you want a trusted source on your behalf to evaluate the product!
Quality Assurance: Though you will probably never touch your product if you are abroad, you want to make sure that the quality of the finished product matches the quality of the sample. I have seen and heard cases where there is a noticeable difference between the two. For my marshmallow sticks, I checked the first batch of 100 units, which were up to par, and then I have not touched the product since. Bamboo marshmallow sticks are fairly straightforward to produce, but if there is some nuance to the production or something that is fragile or requires precision, you may want to look into third party inspection services. I would recommend doing this while the product is in China, where it would be easier to rectify than once it has gone through the importing process.
Fulfillment Prep Centers: I have seen more of these services pop up recently, as there is a need to get products from your overseas supplier to Amazon’s warehouses. Normally I am a big advocate of removing any middleman possible (why reduce your profit margin that we work so hard for if at all possible?), however, I definitely see a need for these services. It is similar to an insurance policy that everything from the factory is prepared accurately according to Amazon’s guidelines. It is even so important for overseas sellers to get all of the packaging and prep requirements to meet Amazon’s standards. You can see their detailed instructions here. If your products are not received by Amazon ready for fulfillment, you will incur additional fees, and worse yet, Amazon will reject the shipment and return it to you at your own expense.
Storage: Depending on the size of your product, you will want to look into storage options. Depending on how new of a seller you are, and how slowly your inventory moves, you may be subject to Amazon’s Inventory Storage Limits, particularly for items that are classified by Amazon as oversized. This becomes a bit of an inventory management game, as you may want to order 1000 more units from your supplier, but can only house 500 units at a given time. Flexport is great for this, as they store inventory at their warehouses until I decide to send it to Amazon’s warehouse. The fees are very reasonable, but again, you should do some searching on Google or Amazon seller forums to find alternatives.
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