Crash! The seller's tens of thousands of stocks are unsaleable! It was caused by the customer service's wrong operation!

Amazon customer service is indispensable to every seller. When sellers are faced with problems and are at a loss, they can open a case to ask Amazon customer service for help and guidance. Although Amazon customer service can help sellers solve many problems, no one is perfect, and Amazon customer service often makes mistakes.

Recently, a seller was consulting Amazon customer service. Due to a mistake made by the customer service, tens of thousands of his stocks became unsaleable .

Did the customer service make a mistake? The seller's tens of thousands of stocks are unsaleable

It is understood that a seller wanted to know about the merged variants, so he opened a case and contacted Amazon customer service, and told the customer service that he had two independent links for the same product in different colors.

However, Amazon customer service did not understand the seller's intention and mistakenly thought that the seller wanted to ask for help from customer service, so the customer service merged the two independent links of the same product with different colors . Although the seller split the variants as soon as possible after discovering the customer service's wrong operation, a big problem still occurred.

▲ Picture source: Zhiwubuyan

According to the seller, the ASIN corresponding to his link 1 on the inventory management page is correct, but the ASIN corresponding to the link 2 on the no inventory for sale page is that of the link 1, which makes the link 1 inventory unsaleable , while the link 2 inventory can still be sold normally. After this situation occurred, the seller opened several cases and actively reported it to Amazon, but the customer service's answer was basically to remove the inventory.

However, the customer service's suggestion was not feasible for the seller. The seller said that there were 15,000 items on the way for link 1 , and if the inventory was removed, it would have a huge impact on the seller. So the seller tried to delete both links using a template, and then restored them using the template after 24 hours, but the problem was still not solved.

An erroneous operation by Amazon customer service caused the seller to suffer an unexpected disaster and face a situation where tens of thousands of stocks could not be sold . No solution was given afterwards. It has to be said that the customer service's approach was disappointing.

In fact, sellers have long complained about the level of Amazon customer service. In the seller communication group, I often see sellers complaining about Amazon customer service:

“Most of Amazon’s customer service are idiots who often answer questions irrelevantly. Speechless.”

▲ Picture source: seller communication group

"Most of Amazon's customer service staff are now interns. Opening cases is useless. They can't help at all when problems arise. It seems that customer service is just for show."

▲ Picture source: seller communication group

"Among ten customer service representatives, not even one is professional. The others will just pass the buck and shirk responsibility. Sooner or later, they will be doomed!"

▲ Picture source: seller communication group

Although the professional levels of Amazon’s customer service vary, complaining cannot solve the problem. When encountering such a situation, in addition to providing timely feedback to Amazon, sellers must also find their own way out and seek solutions . If sellers encounter similar situations, how should they solve them?

How to solve it?

1. Ask customer service to re-match inventory

The problem the seller encountered this time was actually the inconsistency in data between inventory management and FBA inventory management .

When sellers encounter this situation, they should open a few more cases and find an experienced customer service representative. Then, they should clearly tell the customer which ASIN should correspond to which SKU and FNSKU , and report to the customer service representative that their inventory has been incorrectly merged . Then, they should ask the customer service representative to help them check their original inventory mapping records, and ask the customer service representative to find the FBA team to re-match the inventory according to the original records .

2. Re-upload and refresh

Sellers can also use the inventory loading tool to delete the ASIN on the inventory management page, wait 24 hours, and then choose to re-upload the ASIN on the SKU management page . After refreshing, it will still be displayed as unsaleable at first, but it will generally return to normal after waiting for one or two hours. If it has not yet returned to the saleable status, the seller can open a case and ask customer service to refresh it .

As some sellers have reported, the level of Amazon customer service is indeed uneven. If you encounter an experienced customer service representative, the problem can be solved quickly. What if a seller encounters an inexperienced customer service representative? Is it just a matter of opening a case until you meet an experienced customer service representative?

Good communication is the golden key to solving problems. Sellers should express their pain points clearly and logically when communicating with customer service . In the process of communicating with customer service, first explain the problem to the customer service, then describe the negative impact of the problem on yourself, and finally tell the customer service what specific help you need.

If sellers maintain a good communication attitude and clearly describe problems and needs, customer service will receive information feedback more quickly, which will also help sellers solve problems quickly.

What strange things have sellers encountered when communicating with Amazon customer service? How did they communicate and resolve the issues? Feel free to leave a comment below to share your thoughts~