Our retail arm had another run-in with Amazon seller performance recently. As ever this was traumatic, but we got it resolved. Here is what we learned in the process:
Try not to get to this stage!
Monitor your Amazon Account health carefully across all marketplaces. Amazon expects a quick response to issues so best to check at least twice a week. Make sure you have set a valid email for your notifications and also check this regularly. The really important things are Policy warnings so set a special alert for these.
You set an emergency phone number for alerts, but in my experience, Amazon will ring this about 10 times a week which is too much!
Write a really detailed plan of action
Amazon wants blood. More specifically:
- Plans of action for Policy Warning should be 4+ pages long
- Do not make excuses – accept responsibility immediately
- Follow the format they require
- Use 4W1H (What, Where, When, Who) and 1H (How) process
Escalation options
For UK sellers, other ways to contact Amazon include:
By sending an email to: managingdirector@amazon.co.uk and jeff@amazon.com
By sending a letter to the following postal address:
Managing Director
Amazon UK
1 Principal Place
Worship Street
London
EC2A 2FA
Contact your MP
Whilst Amazon may not respond if you contact them directly, there is a decided MP contact point at Amazon. We contacted our MP and they were delighted to help.
