A step-by-step guide for Amazon sellers on how to effectively “open a case” and communicate with customer service

In the process of operating an Amazon store, sellers may face a variety of problems and need to use Amazon’s customer service function to seek help or verify information. This is commonly referred to as “opening a case.” The following are the detailed steps and precautions for opening a case to help sellers communicate with Amazon customer service more efficiently.

Detailed steps for opening a Case

1. Access Help Menu
   On the homepage of the seller’s backend, click the “Help” button in the upper right corner, and a dialog box will pop up.

2. Get support
   At the bottom of the dialog box, find and click the “Get Support” button (some sites may say “Contact Us”).

3. Select question type
   Click the “I want to open a store” button under “Contact Us” and different question categories will be displayed. Sellers should choose the appropriate classification based on the problems they encounter.

4. Choose a communication method
   Amazon customer service provides three contact methods: email, phone and chat. Sellers can choose the appropriate method to communicate based on the urgency and nature of the problem:

   • Email: Good for simple questions but may take longer to respond to.
   • Telephone: You can choose the Chinese mode to communicate directly with customer service. You need to pay attention to selecting the “China” area code.
   • Chat: Instant communication, it is recommended to use English mode for higher authority and faster resolution.

How to track the “Issue Log”

After applying for a Case, some questions may not be answered immediately. At this time, sellers can check the progress of previous Case applications through the “Problem Log”, so that they can clearly understand the status of the problem and the corresponding response process.

Through the above steps, sellers can communicate with Amazon customer service more efficiently and improve the speed of problem resolution. Mastering these processes will help improve your ability to deal with problems in account operations.