Christmas comes but once a year. And it’s every Amazon seller’s chance to ramp up revenue. But what do you do if something goes wrong? Here’s our gift to you: a list of tips on how to contact Amazon directly.
When your account is in trouble, every minute spent trying to get a hold of the right people at Amazon costs you money. If it’s in the middle of the holiday shopping season, it might even be a small fortune. In fact, your whole year’s profit could hinge on the time it takes you to get through to Amazon.
Let’s say you’re suspended. You know Seller Support can help with suspended Amazon accounts and listings. But who do you talk to and how do you find them? Whether you call or write an email, you need to talk to the right person the first time around. The moment you’re passed on to someone else, your chances for a fast reinstatement start to dwindle.
At SellerEngine, we’ve been dealing with suspended Amazon accounts for the best part of two decades. We’ve seen it all. But one thing we haven’t seen is a list of all the contact information Amazon sellers need to keep things running smoothly. So, as a gift to our readers, we’re sharing here today all the contact details we’ve used along the years. And we double-checked they work.
How to Contact Amazon by Phone
As a US seller, there’s no direct way to get through to a representative by phone. You need to click the Get Support link in Seller Central, in the bottom left corner. Then select an issue from the list on the left and choose Phone from the contact options. Tick the ‘Urgent’ box, if applicable.
Another option for Amazon sellers in the USA is to contact the regular Customer Support number at 1-888-280-4331 and ask to be transferred to Seller Support. But on other venues, you can get straight through. For instance, German sellers simply dial 0800-7234382 to speak to Seller Support.
How to Call Your Seller Performance Team
It shouldn’t take you long to reach the Seller Performance Team if you sell on Amazon.com. You can use the ‘Call me now’ button in your Account Health dashboard during working hours (*The button is new and not all sellers have it yet). Provide a local phone number. If you don’t already have one, you need to buy a virtual one.
Another option is to go to your Seller Central account during local working hours and use the Help > Contact Us option. As above, you need a local phone number. Otherwise, it won’t work. Then request a call back.
Another option is to use a shortcut link. It’s basically the same link for all venues. Just replace the top-level domain (.com, .de, etc.). To access the contact form for your local Seller Performance Team, you can click here:
- US. https://sellercentral.amazon.com/cu/contact-us/cmn/quality
- UK. https://sellercentral.amazon.co.uk/cu/contact-us/cmn/quality
- FR. https://sellercentral.amazon.fr/cu/contact-us/cmn/quality
- DE. https://sellercentral.amazon.de/cu/contact-us/cmn/quality
- CA. https://sellercentral.amazon.ca/cu/contact-us/cmn/quality
How to Contact Amazon by Email
- Contact Details for Amazon Sellers Operating on the US venue, Amazon.com
Performance team: seller-performance-policy@amazon.com/ seller-performance@amazon.com/ pq-seller-assessment@amazon.com/ pq-sv-appeal@amazon.com/ enforcement-appeals@amazon.com
Seller Fulfilled Prime Account Suspension. sfp-performance@amazon.com
Listing Suspension. pq-policy@amazon.com/ seller-appeals-pq-dispute@amazon.com/ listing-evaluation@amazon.co/ pq-review@amazon.com/ pq-review-lvr@amazon.com/ pq-offer-review@amazon.com
Listing Abuse Team. listings-report-proactive@amazon.com
IP Infringement Notice. notice-dispute@amazon.com/ notice-request-dispute@amazon.com
Restricted Product Suspension. pq-internalreports@amazon.com
Product Safety Concerns. safety-policy@amazon.com
Product Review Moderator. review-seller-appeals@amazon.com
Professional Health Care Program. prohealthcare@amazon.com
“Plan B” Product Approval Requests. mps-review@amazon.com
Funds Queries. payments-funds@amazon.com
Disbursement Queries. disbursement-appeals@amazon.com
Utility Patent Neutral Evaluation Program patent-evaluation@amazon.com
2. Contact Details for Amazon Sellers Operating on the UK venue, Amazon.co.uk
Performance Team. seller-performance-policy@amazon.co.uk/ seller-performance@amazon.co.uk
EU Start-Up Banking and Payment Accounts. seller-verification-enquiry@amazon.co.uk
UK Plug Problems. seller-performance-ukplugs@amazon.co.uk
IP Right Infringement. notice-dispute@amazon.co.uk/ notice-request-dispute@amazon.co.uk
Disbursement Team. disbursement-appeals@amazon.co.uk
3. Contact Details for Amazon Sellers Operating in the EU
Performance Team in Spain. performance-vendedor@amazon.es
IP Infringement Notice in Spain. notice-dispute@amazon.es
Performance Team in Italy. performance-venditore@amazon.it, performance-venditore-politiche-di-condotta@amazon.it
Payment Issues in Italy. revisione-pagamenti@amazon.it
IP Infringement Notice in Italy. notice-dispute@amazon.it
Performance Team in France. performance-vendeur@amazon.fr
IP Infringement Notice in France. notice-dispute@amazon.fr
Performance Team in Germany. verkaeufer-performance@amazon.de/ verkaeufer-performance-richtlinie@amazon.de/ pq-product-review@amazon.de
IP Infringement Notice in Germany. notice-dispute@amazon.de
Payments Issues in Germany. payments-nachforschungen@amazon.de
4. Contact Details for Amazon Sellers Operating on the Canadian venue, Amazon.ca
Performance Team. Pq-seller-assessment@amazon.ca/ seller-performance-policy@amazon.ca
IP Infringement Notice. notice-dispute@amazon.ca/ notice-request-dispute@amazon.ca
How to Contact Amazon to Escalate
You should only escalate as a last resort. Nobody at Amazon likes it when sellers go over their head. But if your Plan of Action is strong and you fundamentally disagree with Amazon’s decision, there’s nothing wrong with getting a second opinion.
Sellers in the UK have several ways to take their issue to someone higher up in the chain of command. But replies are not guaranteed, and they’re not always fast enough. Here are four frequently used email addresses:
- 911escalationpq@amazon.co.uk
- resolution-uk-sellers@amazon.co.uk
- dgurr@amazon.co.uk (Mr. Doug Gurr, Chief Executive)
- managingdirector@amazon.co.uk
US sellers can write to resolution-sellers@amazon.com for escalations. This is basically the email address for the Amazon.com Executive Seller Relations Team. Presumably, anything US sellers send to Jeff Bezos at jeff@amazon.com also goes through to them.
Incidentally, jeff@amazon.com had been the go-to for Amazon sellers from across the world for years. Word has it Jeff would read the emails. He’d then pass on anything worth investigating to the executive team, along with his iconic ‘?’.
But don’t expect your email to reach him personally now. Once word got out, sellers started writing for every little thing. It would be unrealistic to expect Jeff to read hundreds of emails from sellers every day. You may not get a solution, reply, or even an acknowledgement.
Luckily, every venue has a country manager who may be able to help. But unless you meet them at a sellers conference, it’s hard to get their attention. Your best bet is to ask other sellers if they have and are willing to share your country manager’s contact details.
We’ve only come across a handful of these email addresses. For instance, to contact Ralf Kleber, the current Country Manager for Amazon in Germany, you can write to rkleber@amazon.de. You can also look up contact details on the SellerForums or social platforms like LinkedIn.
There are many other people at Amazon you can contact for help with specific types of products. For instance, there’s the Senior Account Executive for the Amazon Fashion Marketplace. Christina Balarezo handles “soft goods”. She can be reached at balarc@amazon.com.
Likewise, Arthur Perotti is an Account Executive that handles “hardlines”. These are products that are hard to the touch, like household goods and devices. He can be reached at acagnoni@amazon.com.
How to Contact Amazon About an Infringement
Sellers with their own brands can use Brand Registry to remove hijackers, copy-cats, and piggybackers. But everybody else needs to notify Amazon of the infringement. To report an Amazon seller, use this link: https://www.amazon.com/report/infringement.
How to Contact Amazon Marketplace Web Service
Seller Support doesn’t handle Amazon MWS issues. If you’re having technical trouble with your account, a Solutions Architect may be able to help. This link will take you to the appropriate contact form: https://sellercentral.amazon.co.uk/gp/mws/contactus.html.
That just about covers the main ways an Amazon seller can reach Seller Support and the Seller Performance Team. If you wanted to know how to contact Amazon directly but couldn’t find the answer here, please let us know in the comment section below. After all, there’s only so much we can squeeze into a single blog post.
For those among you with a suspended Amazon account, please take a look at our Account Rescue page. SellerEngine wrote the book on Account and Listing Reinstatement, and there’s nobody better equipped to help.
Disclaimer: The contact details shared above are subject to change. Amazon may disable, merge, test, or reassign them at any time. We urge our readers to exercise prudence. Please only use personal contact details when all other options are exhausted.
Melanie takes an active interest in all things Amazon. She keeps an eye on the latest developments and keeps Amazon sellers up to speed.
The post How to Contact Amazon Directly? Useful E-mails, Links and Phone Numbers for Amazon Sellers appeared first on SellerEngine.
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