Amazon Customer Supports not helping!
I've opened multiple cases, but Amazon customer support's responses are always the same! They say to expect a reply within 24 hours, but the replies never actually help. Instead of offering real solutions, they just keep restating the issue without providing any further instructions. Seriously, Amazon customer support team— how can issues ever be resolved when all we get is 'EXPECT A REPLY IN 24 HOURS' without any real assistance?
Amazon Customer Supports not helping!
I've opened multiple cases, but Amazon customer support's responses are always the same! They say to expect a reply within 24 hours, but the replies never actually help. Instead of offering real solutions, they just keep restating the issue without providing any further instructions. Seriously, Amazon customer support team— how can issues ever be resolved when all we get is 'EXPECT A REPLY IN 24 HOURS' without any real assistance?
9 replies
Atlas_Amazon
Hello @Seller_JpOwK0cCMQzTa
Thank you for the information provided regarding the issues you have been seeing. I understand that you have opened multiple cases into the issue you are attempting to resolve. Would you be able to share the specific IDs that you have so we may review them further? What type of issue are you attempting to resolve? What have you provided for review as of now?
We will require additional details to be provided to this thread so we may better understand and provide guidance on the concerns.
Best,
Atlas
Seller_JpOwK0cCMQzTa
Thank you for your attention to this issue. Here are the case IDs for the problems I am working to address:
15985067651
15985077011
15985078971
15979471851
15976962211
Amazon has removed the products, citing a prohibited ingredient according to Health Canada regulations, although the ingredient is not actually prohibited. I have uploaded images to the product listing and included them in my emails and appeals for further review, but I keep receiving the same generic response from the Amazon team.
Seller_JpOwK0cCMQzTa
Any update? It appears my point isn’t getting through. Despite multiple contacts and follow ups, I keep receiving the same email template repeatedly.
Atlas_Amazon
Hello @Seller_JpOwK0cCMQzTa
Thank you for the information provided regarding the cases and the situation with the restricted products. I have reviewed the cases and do see the messaging where our team is indicating they need the product packaging in both English and French to be uploaded to the product detail page.
I reviewed the ASINs and saw that there appears to only be English packaging, to clarify, does the product have French packaging as well or is there a bilingual option? Our team is unlikely to provide a different response as they will expect their exact request to be met to review the situation.
If it does not take that kind of packaging, please provide more clarification so we can better understand what steps will be available for you.
Best,
Atlas
Seller_JpOwK0cCMQzTa
Hi Atlas, thank you for reviewing the cases and providing clarification.
At the moment, our current stock in Amazon's inventory only has English packaging, and the bilingual packaging is still in progress. Could you advise on the best course of action in this situation? Is it possible for us to update the product detail page with the bilingual information now and submit the actual new packaging once production is completed?
Your guidance on this matter would be greatly appreciated.
Atlas_Amazon
Hello @Seller_JpOwK0cCMQzTa
We cannot recommend this option as our team would be expecting the packaging provided on the detail page to be on the product when it reaches the customer. If you have it on the detail page, and continue to send out the original packaging, this would be a violation of our policy. We would encourage you to hold off on making updates until you have the new packaging ready to be distributed.
If you have any additional questions or concerns, please continue to refer to this thread for support.
Best,
Atlas
Seller_JpOwK0cCMQzTa
Hello Atlas! Thank you for your response and clarification.
To ensure we're compliant with your policy, could you please confirm if it would be acceptable to include a multi-language manual on the instruction paper without changing the product packaging? We aim to enhance customer experience while maintaining the original packaging.
We appreciate your guidance and look forward to your response.
