Do you really know how to open a case? What Amazon operational issues can be solved by opening a case? What details should be paid attention to when opening a case?

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

At this time, we need to communicate and resolve the issue by opening a case, because apart from the product, all other issues must be referred 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 solves problems faster. Select English as the language and contact English customer service.

Because of 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.

1. The listing was changed by the VC account

For example, pictures have been replaced, titles have been changed, nodes have been replaced, 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 after the call comes.

Note: Regular 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.

2. Listing was framed by competitors

It is extremely disgusting when listings are merged by others or spoofed by VC sellers. When encountering these situations, keep the evidence in time, open a case with customer service, complain to the corresponding seller, and stop the loss in time.

3. Listings are merged by others

This situation is more direct than the modification of the listing, 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, it 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 open a case immediately, call directly, provide evidence, defend your rights, and file a complaint against the malicious seller.

4. Various new regulations, taxation and other issues

Amazon has corresponding policy adjustments every few days, and the media reports are always "hear the wind and believe the 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 what to do, it may not be correct. Therefore, it is safer to open a case and ask customer service instead of asking others.

5. Listing becomes a dog

When the Amazon page crashes, the original page cannot be displayed and the page becomes a mess. The reason why your listing page crashes may be an error in the Amazon backend or it may be that Amazon is reviewing your listing, the title image may infringe copyright or your product may have safety issues, etc.

There are many reasons for turning into a dog, 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 turning into a dog. After knowing the problem, you can solve it in a targeted manner to avoid seeking medical treatment in a hurry.

6. Various Complaints

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

When you file a complaint against someone, post the evidence and explain the seriousness of the matter; if someone files a complaint against 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.

7. System abnormalities

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

First , find the corresponding path to 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 involves a specific product, you can send a screenshot of the relevant product page or Amazon's shipment number via email. If there are problems that you cannot understand clearly by typing, you can leave a phone number in the case and ask customer service to call you. If it is very urgent and requires Amazon to explain in detail, 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 , regarding the division of labor of Amazon customer service, the Amazon seller support team can be seen in two parts in the background:

• Part 1: I want to open a store, including product launch and FBA logistics, etc.

• Part 2: Advertising and 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 , the permissions of Amazon customer service vary.

Each case opened can only be picked up by a different customer service representative randomly. Different levels of customer service can view and modify different contents. For example, when a seller is harmed by a VC, please note that ordinary customer service representatives cannot solve problems related to the VC account. Only the 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 my content to see if it is correct. If we cannot submit it, she can help us submit it directly.

What should you do if the average level of customer service you encounter fails to achieve your goals?

There are two ways:

First, ask him to transfer the case to a more experienced customer service representative who can handle the 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 in special circumstances, we can ask the customer service to give us the email address in the United States, write an email ourselves, 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.

Finally, let me briefly talk about the basic operations: opening a case is a necessary and basic operational skill for every Amazon salesperson, and the communication method when opening a case must be appropriate (be tough when necessary, and be humble when necessary)

The specific operation path is as follows:

Step 1: In the seller backend, click Help in the upper right corner

Step 2: After clicking Help, a small page will pop up. Click Contact Us below.

Step 3: Jump to this interface and click I want to open a store

Step 4: Choose the path that suits you based on your problem. Don’t worry too much about it.

Step 5: After selecting the path, there are two options

① Email: Communicate with customer service via email. Customer service will take at least 2-3 hours to reply, and it takes a lot of time to go back and forth. If it is a small problem that is easy to solve, you can choose this method.

② Telephone: Fast and direct telephone communication, generally recommended