How Amazon sellers can efficiently contact customer service and handle logistics issues
Sellers who open a store on Amazon often encounter various problems. At this time, they need to contact Amazon customer service in time for help. Amazon offers a variety of ways to contact customer service, including online chat, email, and phone calls.
How to find Amazon customer service?
Online chat tool
You can communicate directly with a customer service representative through Amazon’s online chat tool. Find the “Help” button in the upper right corner of the page, select the type of question you need to consult and enter the question page. Click the “Contact Us” or “Online Chat” option to enter the online chat interface.
Send email
Sending an email to Amazon customer service is also an effective method. Log in to your Amazon account, find the “Contact Us” option, fill in the relevant information and submit your question, and the Amazon customer service team will reply to your email as soon as possible.
Customer service help page
The Amazon Customer Service Help page contains a number of frequently asked questions and solutions. You can find the “Contact Us” link at the bottom of the Amazon website, select the “Help” option, and the page will provide various help topics and you can follow instructions and tips to solve the problem.
Call the customer service team
You can get help by calling a toll-free or international number. Find the “Contact Us” link at the bottom of the Amazon website, select the “Phone” option on the page, and select the appropriate phone number for your region.
How to communicate with Amazon customer service?
- Detailed description: Explain the specifics of the problem in simple and clear language.
- Provide information: such as order number, product name, shipping bill number, etc.
- Friendly communication: Maintain a friendly communication relationship so that both parties can solve problems quickly and accurately.
Logistics issues
Almost all emails related to logistics issues are self-delivered orders. Most sellers who use self-delivery choose E-mail for delivery. The price of E-mail is lower, but due to the impact of customs transshipment, it is not as good as FBA in terms of timeliness and effective tracking rate. In addition, sometimes packets may be lost, damaged, returned, etc.
Amazon’s delivery time for seller-shipped orders is as follows:
- Total delivery time = stocking time + shipping time + all holidays
- The default lead time is 2 days
- For sellers with delivery addresses in China, the default shipping time is 14~28 days
When marking a self-fulfillment order for shipment, Amazon automatically sends the buyer a confirmation email with a tracking number. Some buyers often ignore the delivery method prompts when placing orders. If they do not receive the goods after 2 to 3 days, they will inquire via email due to logistics issues.
Customer service template example
When encountering a situation that has actually been shipped and has not exceeded the delivery date, you can use the following template to reply to the buyer:
Dear customer,
Sorry for any inconvenience caused by this delivery. It you're your package was arriving at XXXXX at 17:03:41 on 2020-12-29. Please kindly wait for the delivery. Also, you may track it through https:// www.l7track.net/en, and here is your tracking #LN123456789. Your patience will be greatly appreciated. Thank you for your understanding.
Best regards,
James
For orders that are actually not shipped or have lost packages, it is necessary to proactively communicate with the buyer after discovery to avoid more serious consequences such as negative reviews, 1-star feedback, and AZ claims.
Notes
The Amazon platform prohibits sellers from directly contacting consumers without skipping the platform. The consumer’s contact information, whether it is phone or email, is encrypted by the system. Sellers can only communicate with consumers through the “Buyer Message” in the Seller Center. “column.
I hope the above information can help you better solve the problems you encounter during Amazon operations.