Sellers cannot do without Amazon customer service staff. When sellers encounter problems, they can open a case and seek help and guidance from Amazon customer service. Although Amazon customer service can help sellers solve many problems, human beings make mistakes, and Amazon customer service often makes mistakes. There is an example where Amazon’s customer service errors caused the seller to suffer unwarranted losses. As a result, the seller faced the situation of tens of thousands of items of inventory that could not be sold, and the customer service did not provide a solution in the subsequent work. Although Amazon’s The level of customer service varies, but when encountering such a situation, sellers must not only provide timely feedback to Amazon, but also have to find solutions themselves. If a seller encounters a similar situation, how should they solve it?
1. Customers should re-match inventory.
The problem that sellers encountered was that tens of thousands of items of inventory could not be sold due to customer service errors. This was actually an inconsistency between inventory management and FBA inventory data management.
When sellers encounter this situation, they should open more cases and find an experienced customer service representative. Then clearly tell the customer which order should correspond to which SKU and FNSKU, and report to customer service that their inventory has been incorrectly merged. Then ask customer service to help query your original inventory record, and ask the customer service to find the FBA team to re-match the inventory based on the original inventory record.
2. Upload again and then 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 from the SKU management page. After refreshing again, sales will still be unavailable, but it usually takes one to two hours to return to normal. If the sales status is still not restored, the seller can open the case again and ask the customer service staff to refresh.
Just like the feedback received from sellers, Amazon’s customer service level is indeed uneven. When encountering experienced customer service, problems can be easily solved. What should sellers do if they encounter inexperienced customer service? Do I just need to open a case until I meet an experienced customer service person?
Being good at communication is the golden key to solving problems. In the process of communicating with customers, sellers should express their losses to customer service in a very clear and logical way. When communicating with customer service, you must first explain the problems to the customer service, then describe the adverse effects of these problems on you, and finally tell the customer service what specific help you need.
If the seller maintains a good communication attitude and clearly explains the problems and needs, the customer service center can get information feedback faster, which will also help the seller solve the problem quickly.