Tricks for successful case management on Amazon
What to do if something is not working properly on Amazon? When brand manufacturers cannot solve emerging issues on their own, they must contact Vendor Support. In this article, we will show you what constitutes an effective case management.
Opening cases – how it worksThere are several ways to open a case. The most common approach is via the Vendor Central. By clicking on the “Support” button at the top of the screen, you get to the help page. There is a button down below saying “Contact Us”, which allows you to contact Amazon Support. Alternatively, you can follow the quicklink “Review support cases” on the Vendor Central homepage. This takes you to the case overview, where you can communicate a new query. Possible reasons for opening a case are:
- Upload video
- Remove pictures
- Content cannot be uploaded
- Change brand name
- Resolve Twister
Challenges in case managementA case is opened quickly – but what happens afterwards? First, you will receive confirmation that your case has been opened and is now being processed. Usually, a Vendor Support employee will answer your questions. You will receive an e-mail notification as soon as your ticket has been processed.
Note: Do not send a personal email to your Vendor Manager. Your message would simply go down and remain unprocessed. You should also refrain from making calls, as you wouldn’t reach anyone anyway.As of today, it is more promising to open a case. Every request is tracked. Cases that contain relevant topics and concern vendor managers, supply chain managers, etc. are forwarded accordingly and land as tickets with the right recipient. Among other things, problems arise when you do not receive feedback on your request or when your cases are simply closed without bringing about a solution. This may have the following reasons: Problem too complex A possible reason could be that your request is too wide-ranging. You will first be informed that the request is forwarded to the responsible department where a solution will be sought. Depending on the circumstances, this can take a long time. You will be informed at regular intervals that your case is in the appropriate specialist department and is being processed there. Bulky case If your inquiry concerns too many different topics, it is likely that Amazon Vendor Support will only process them at a later point in time. It happens that a case with several concerns is closed even though some problems remain unresolved. Lack of initiative A case that contains only the problem is usually not solved immediately. In general, it is beneficial to provide Vendor Support directly with a solution approach. Vendor Central as a self-service platform Occasionally, a Vendor Support employee may tell you to resolve the request on your own. More often than not, however, the problem cannot be solved independently. Contradictory statements The vendor support job has a high fluctuation rate. Not every employee has the same know-how. Due to the different levels of knowledge, contradictory statements are sometimes made, and the processing time may vary from case to case.