Amazon Expands Seller Support & Escalation Tools

Liz Morton
Liz Morton


Comments

UPDATE 11-16-22

Amazon's Account Health Assurance has been spotted in the wild.

Account Health Assurance is a new benefit for professional selling partners who consistently achieve a high account health rating. With Account Health Assurance we won't deactivate your selling account as long as your work with us to resolve any issues.

In order to qualify for Account Health Assurance, sellers must provide an emergency contact number and maintain and Account Health Rating of 250+ for 6 months.

More details:

Amazon Account Health Assurance Protects Sellers From Deactivation
Account Health Assurance protects qualified sellers from deactivation if they work with Amazon to resolve issues.

By far the biggest reaction I've seen so far at Amazon Accelerate has been to the announcement of new seller support tools, including a special Escalate This Case button to access a higher level of support for complex issues.

David Graham, Director GM Selling Partner Support gave a brief overview of the new tools during today's opening session.

Selling partners who need our assistance can contact us via email, phone and chat. We typically can resolve your issues in just a few moments but if your challenge is complex, our teams will give you as much time as you need to solve your issue. That said, we know we don't always get it right. We recognize that there are times where you feel stuck...

In these situations we always want to ensure that our seller partners have a reliable way to contact us directly with a concern. And I'm excited to share with you today a new feature, we are now developing in seller partner support.

We are soon launching in pilot, a new Escalate Your Case button. So when you raise this alarm with this button and you need help, your case will be routed directly to an escalation associate. These escalation associates are tenured, their highly experienced and they're going to be on call 24 by 7.

David says they will be doing pilot testing this year and then rolling it out across the network for a broader launch next year.


Katie Scott, Director, Seller Partner Community also announced new updates and improvements to the Amazon Selling community forum experience.

And Claire O'Donnell Director, Selling Partner Empowerment, Communities, and Trust introduced new programs for Account Health Rating and Account Health Assurance.

Account Health Rating will give more detailed transparency into what's driving your account health rating.

Account Health Assurance will be available initially to sellers in the US and Canada and is a new commitment to not deactivate accounts that consistently meet account health rating standards.

To qualify, sellers need to maintain a high account health rating and have a valid emergency contact number on file. Details are sparse about what exactly a "high account health rating" is, but I'll update as more information is released.

Clair also announced every professional seller worldwide now has access to Call Me Now on the account health dashboard to have support specialists contact you when you need urgent help.


What do you think about these new Amazon support initiatives? Do they go far enough to address seller concerns? Let us know in the comments below!

AmazonTools

Liz Morton Twitter Facebook
LinkedIn

Liz Morton is a 17 year ecommerce pro turned indie investigative journalist providing ad-free deep dives on eBay, Amazon, Etsy & more, championing sellers & advocating for corporate accountability.


Recent Comments
Avatar PlaceholderConcerned19 hours ago
It is Slowwwwwww and is more expensive to the buyer. In the past items I have ordered will sit at the hub for around 2 weeks. I avoid ebay unless I cannot get it elsewhere.
Avatar Placeholdermarks304723 hours ago
Hi, I have a friend who had an interesting experience recently that fell under this issue. They sold an item, packed and dispatched to the UK Ebay hub, this was midway through the period as the pause occurred. They then received a message from the buyer that they had checked tracking and discovered that the item had disappeared on ebay, no advice. It then turned out that the tracking had been fudged and the package was with them but not forwarded on to the USA. A few hours of to and fro to get the answer that it was due to the tariff dilemma. NO fault of the buyer(who had paid) or the seller ((who had been paid) and a strange response that the item could not be delivered. The buyer would be refunded in full, the seller would keep payment and the item would not be returned. Strange, Ebay must be hurting paying our both sides of the deal+
Avatar Placeholdercwi2 days ago
  1. Start building out the brand and promoting the heck out of Canadian sellers to our domestic market. Work with Federal/Provincial level governments in the push to build a strong presence here in Canada.

  2. Add other calculated shipping options than Canada Post UPS/FedEx for domestic shipping - partner with couriers nationwide, leverage agreements and software integrations with courier reseller platforms such as Stallion Express. Build out a crowd sourced network using national/regional retail locations as drop points for rural regions, leveraging transport networks to move packages to courier pickup points, akin to the UK courier model but adapted to the Canadian realities.

  3. Create a centralized international shipping clearing house to aide micro businesses with affordable shipping rates and customs clearance to avoid pitfalls and complexities (akin to US eIS).

  4. Bring features forward to the platform from other localizations, such as prepaid best offer acceptance, etc.