Top 10 Inside Information about AMZ Seller Support
Top 10 inside information for seller support directly from Amazon staff, both in India and executives that we have cross-examined here in the United States.
Number one, Amazon seller support will often give you bad advice. They’re not doing it on purpose. They just don’t have all the information. They are new people within Amazon’s corporate structure. Whether they’re here or in India, they often give the wrong advice.
Number two, Amazon seller support people are often overruled by their supervisors. One executive testified in arbitration that they get overruled up to 50% of the time.
Number three, when you’re submitting something to Amazon seller support, they find screenshots to be very, very persuasive. A picture’s worth a thousand words, not just in newspapers, but when it comes to Amazon seller support, screenshots are very persuasive.
Number four, the responses that you receive from AMZ seller support are almost entirely from blurbs that they pick from on their screen. They have a series of blurbs they can pick. They check which ones they want to send to you and that’s what they do. That’s why they often don’t make a whole lot of sense.
Number five, quotas. We know with 100% certainty that Amazon staff in India have quotas. We don’t know how many plans of action or how many appeals they have to read in a given day. But we do know that they do have quotas. So make your plans of action, make your appeals concise and persuasive. That’s how we win reinstatements every day of the week.
Number six, maintain documentation for every single plan of action and every appeal you send in because Amazon staff doesn’t have the time to go through the entire history. You need to make it easy if you don’t hit it out of the ballpark on your first plan of action so that you can show the history of what you’ve sent in, when you sent in invoices, what arguments you made. You need to maintain your own history.
Number seven, it is much easier and faster for Amazon’s teams in India to simply ask you for more information, rather than review what you’ve sent in and make a decision.
Number eight, intellectual property rights complaints go to teams in India called MPA. We don’t know what MPA stands for, but we do know this. They have practically zero legal training. There is no lawyer supervising them, and there is no intellectual property trained paralegal supervising them. Their training is practically zero.
Number nine, Amazon uses a ton of algorithms to monitor all sorts of data when it comes to Amazon sellers. What you don’t know is that algorithms spit out paper reports, and those reports are then reviewed by people who then take action either in favor of you or more often than not, if you’ve learned about it, against Amazon sellers. Algorithms, reports, and then people, it’s not all done by robots.
Number ten, Amazon staff in India has the Amazon 14 leadership principles drilled into their head, starting even before day one. At the interview process in India, if one of these people want to earn a job at Amazon, they get drilled on the leadership principles at the interview and at every single stage of their training to start their job, and their ongoing training if they stay with the company. Amazon’s leadership principles are incredibly persuasive because this is what they are trained to look for.