Every now and then, a seller enters Amazon’s atmosphere and takes to it like a duck to water. Everything comes easily and naturally, as though they themselves invented the marketplace. But for the rest of us common folk, we’ve got to lean on Amazon Seller Support to answer our queries. And to know how to get them to help you, RepricerExpress shows how to cut straight to the chase and get the answers you’re looking for.
Formulate Your Problem into an Elevator Pitch
To get help, you have to be able to explain to someone just what it is you need help with. Einstein said something about how if you can’t explain a concept to someone, you don’t understand it yourself — so make sure you understand what your problem is first.
We love the idea of small-sizing your problem into an elevator pitch because it’s succinct, to the point, and easy to work with. Challenge yourself by putting it into 20 words or fewer. Oh, and make sure to document on the side all the solutions you’ve tried so far so your Amazon Seller Support help-person doesn’t waste time suggesting those ideas.
Skip the Email
Want to know a secret? Emailing Amazon Seller Support is a near sure-fire way of getting a generic response that’s probably not so helpful. You’ll get a response, but it’ll be one of those ‘to-whom-it-may-concern’ replies. Instead, try these approaches:
- Text: if you want a quick response and your issue is fairly, but not hugely important.
- Online Chat: if you want to talk in real time, have a physical display of the conversation, and tend to communicate better in writing than in verbalising.
- Call: if your issue is red alert-important and can’t wait much longer. However, you’ll want to block off a good chunk of time because there’s a chance you may have to queue up to speak to a live person. Also, if you opt to call a service rep, make sure you know which department you need and to ask for it. This’ll help ensure you actually get an appropriately-trained person to help you.
Make Notes to Explain Yourself in the Conversation
Ever watched the movie A Christmas Story? There’s a scene where Ralphie sits on Santa’s lap and is so excited, he almost forgets to ask him for a Red Ryder BB Gun. Granted, the Amazon Seller Support rep you get probably won’t be all in your face the way Santa and his elves were in Ralphie’s, but it can be pretty easy to forget all your questions when in the moment.
It’s simple to avoid this scenario: write down a little point-form list of your main issues that you want to bring up. Depending on how serious your issue is, you may want to include sub-points, especially if you think you’ll lose focus of them during the conversation. And like we talked about before, make sure to tell them all the solutions you’ve already tried.
See Things Through to the End
See things from Amazon’s side for a second: they’ve got a limited number of service reps to handle the crush of questions their sellers have. So, despite their best intentions, the customer support reps are sometimes going to try and get through as many people as possible. This may mean they’ll try and wrap things up before they’re actually solved, so stay strong. You’ve got a problem that needs fixing, and you’ve got a real person available to you.
Hey, sometimes your problem just might not be solvable in one go. One solution is to open a support ticket, but really, try and avoid this if at all possible — and only if all other present options are exhausted.
Final Thoughts
When you need help with selling on Amazon, there’s Seller Support. For everything else, there’s RepricerExpress. While we’re working on being able to serve you breakfast in bed, we’ve got the next best thing: a 15-day free trial to get you started on the path to super-stardom.
