Are you sure you can open a case? What problems and difficulties in Amazon operations can be solved by opening a case?

Everyone who does business on Amazon will encounter a variety of problems, even some difficult and complicated ones, and often in the middle of the night; if you don’t focus your firepower to quickly solve them, you will watch your ranking drop.

At this time, we need to open a case to communicate and resolve the issue, because other issues besides the product must be returned to Amazon, and Amazon always has the final right of interpretation.

For some basic questions, sellers can click HELP in the upper right corner of the backend homepage, and then enter the content you want to search in the search box, either in Chinese or English.

Some questions cannot be found in the search box. In this case, you can basically get a satisfactory answer by opening a case and contacting customer service.

Generally speaking, English customer service has higher authority and can solve problems faster. Select English as the language and contact English customer service.

Due to the time difference, it is recommended that you call in the early morning. Generally, you can select the red cross in the picture above to speed up the connection.

In general, most problems can be solved by opening a case. Problems that cannot be solved by opening a case are usually problems with the operation direction. Problems that cannot be solved after opening a case are caused by the wrong approach.

The following problems can be solved by opening a case:

For example, pictures have been changed, titles have been changed, nodes have been changed, etc. Generally, for such troublesome situations, you can open a case and contact the English customer service in the middle of the night, leave your phone number for Amazon to call, and ask the customer service to transfer you to the Vendorcentral team.

Please note that ordinary customer service cannot solve problems related to VC accounts. Only the Vendorcentral team has this authority. You can make more calls until the problem is solved before closing the case.

It is abominable that your listings are merged or spoofed by VC sellers. In such cases, keep the evidence in time, open a case with customer service, complain to the corresponding seller, and stop the loss in time.

This situation is more direct than the listing being changed, and it is also the most disgusting. There are two situations here. Everyone is merging zombie listings that are not used by others, but if the links of others that are still operating even though they are out of stock are merged, that is another matter. It is equivalent to cutting off people’s financial resources. Such incidents also happen around us.

If you encounter this situation, you should immediately open a case, call directly, provide evidence, defend your rights, and file a complaint against the malicious seller.

Amazon has corresponding policy adjustments every few days, and the media reports are always "hear the wind and rain", and most people really don't know what to do. If you want to know more real information and corresponding measures, it is more effective to contact customer service to get information.

Even if someone tells you how to do something, it may not be the right thing to do. Therefore, it is safer to open a case and ask customer service instead of asking others.

When the Amazon page crashes, the original page cannot be displayed and the page becomes a mess. The reasons for your listing page crashing may be Amazon backend errors, or Amazon is reviewing your listing, which may be due to copyright infringement of the title image or safety issues with your product.

There are many reasons for the dog to change, and the solution is of course to open a case. It is most important to ask the customer service to understand the reason for the dog to change. After knowing the problem, you can solve it in a targeted way to avoid rushing to seek medical treatment.

Whether you are trying to stop copycat sales, complain about infringement, malicious reviews, or you have been complained about, you can open a case directly.

It is easy to complain about others. Just post the evidence and explain the seriousness of the matter. If someone complains about you and you have enough evidence, just keep appealing until you succeed.

If you have indeed violated the rules, it is best to admit your mistake, actively appeal, and communicate with the complainant. It is best to resolve the issue through communication. Amazon will notify you of the information needed for the appeal. If you are not sure, you can open a case and ask customer service at any time.

I don't know if it's a system glitch or some new adjustment. I'll open a case and ask the customer service. If the customer service doesn't know, I'll switch to the next one until the problem is solved.

For example, abnormal deduction of advertising fees, inability to upload listings, and inability to see your own products on the front desk. Most of these unusual situations are caused by errors in the system backend. You can open a case and ask customer service to help you solve it. If there are abnormal deductions for advertising, you can contact us for a refund. If the page is abnormal due to system reasons, you can ask customer service to refresh it.

What details should you pay attention to when opening a case?

First, for the corresponding problem, find the corresponding path that can solve the problem, and then you can contact the customer service who can solve the problem.

Second, you can contact seller support by email or phone. For more complicated issues, you can submit the issue by email, and you will receive a call from Amazon within 12 hours.

If the problem is related to a specific product, you can send a screenshot of the relevant product page or Amazon's shipment number via email. If there is a problem that you cannot understand clearly after typing, you can leave a phone number in the case and ask the customer service sister to call you. If it is very urgent and Amazon needs a detailed explanation, just leave a phone number. If it involves ASIN, case, shipment and other information, you can make a note in the message when opening the case, which can save time for both parties.

Third, about the division of labor of Amazon customer service

Amazon Seller Support Team, you can see two parts in the background. The first part is I want to open a store, including product release and FBA logistics, etc.

Part 2: Advertising and Brand Flagship Stores

For the store I want to open, there are basically Chinese customer service. The advertising and brand flagship store teams are American teams. The working hours of Chinese customer service are 9:00-18:00 from Monday to Friday. If you have questions during the break, you can ask them by email. Within 12 hours, generally speaking, it feels like within 3 hours, you can receive a call or email reply from Amazon. In other words, you don’t need to worry about whether Amazon is closed. As long as you have questions, you can ask them directly through various means.

Fourth, Amazon customer service has different permissions

Each case opened can only be answered by a different customer service randomly. Different levels of customer service can view and modify different contents. For example, when a seller is harmed by VC, please note that ordinary customer service cannot solve the problem of VC account. Only Vendorcentral team has this authority.

For example, regarding the dangerous goods review information for electrically charged products, if the customer service is at a higher level, she can directly download and check whether my content is correct. If we cannot submit it, she can help us submit it directly. If we encounter general-level customer service and cannot achieve our goal, what should we do?

There are two ways:

First, ask him to transfer to a more experienced customer service representative who can handle this issue.

Second, close the case and open a new customer service until your problem is solved. The dangerous goods review team, brand registration team, and FBA warehouse team are all in the United States, and there is a time difference with China. We cannot contact them directly, but sometimes the situation is special, you can ask the customer service to give you the email address in the United States, write an email yourself, and take the initiative to contact them

If you encounter problems with dangerous goods review, you can submit the information and open a case for follow-up in a timely manner. Assuming that the US team has seen the information, remember to ask the customer service staff with authority to use the tool to check the update date.