When Seller Central isn’t helping, there is another option.
By: Caitlyn Way
Working through issues in Amazon Seller Central can be exhausting.
It is not uncommon to run into issues in Seller Central. From inventory issues, technical errors, or listing problems that only Amazon Employees can fix. You can find yourself in an endless loop of phone calls, emails and unanswered questions. The Amazon Captive Team is exactly what you need to get over this hurdle.
The Amazon Captive Team?
Amazon Seller Support Captive Team is a team of internal Amazon employees that have access to tools and knowledge that not all front line or partner associates have. There is a common misconception that all Captive associates are North American based. This is not true as a large majority of Captive Amazon Seller Support Agents are internationally based in India, Costa Rica, North America and the UK.
If you continue to have issues, even after working with a member of the Captive team, never be shy to “escalate” an issue.
Escalating the issue can do two things:
- It will bring it to the attention of the direct manager (or advisor, they will refer to themselves as a member of the ‘Amazon Leadership Team’) who will hopefully be more knowledgeable and retain the case until it is resolved.
- It can eventually be transferred, if necessary, to the Amazon Escalations Team. This escalations team is a highly trained, typically North American Captive Team, who will resolve the issue at hand or bring it to the attention of the appropriate internal team. Escalation associates are specifically trained to handle aged and more complicated issues that have fallen through the cracks of the front-line agents
How do I contact the Captive Team?
You can open an email case with Amazon Seller Support here.
However, please note that this is one of the slowest ways to receive support, especially during the COVID-19 pandemic. Once your case is created, request that it be transferred to the Captive team. This may take a few attempts. Another, faster option is to request phone support.
What is the Seller Support phone number?
Unfortunately, there is no direct phone number for Seller Support. The best way to contact Seller Support by phone is through your seller account and requesting a contact.
To do this, follow the instructions given below:
Step 1: Open the Contact us page of Seller Central at this link.
Step 2: At this page, it is important to first choose what your problem is associated to. You will normally see two options:
Selling on Amazon – Select this option if you have queries related to selling or listing on Amazon.com.
Advertising & Stores – Select this option if you have questions related to sponsored brands, stores or sponsored products.
Step 3: The next page will be a list of common issues and questions. Choose your concern from this list, or select ‘Other Issue.’
Step 4: This is where you can create either an email, phone, or chat-based case. For these purposes, select ‘Phone.’
Step 5: Enter your phone number, select whether this issue is urgent, and then include a short description of your issue. Whenever you contact seller support, it is important to address each concern separately and clearly. This will ensure the fastest resolution and the least amount of pushback and confusion.
Step 6: Select the ‘Call Me Now’ button. You will be in the queue for a phone call right away. Be prepared to be on the phone. Have your Seller Central account open, your account details and billing information handy as the associate on the other end of the phone may ask you for it.
Step 7: Request to be transferred to the Captive Team.
Caitlyn Way provides support to our clients and our operations team. She creates meaningful monthly reports that help us identify trends in client accounts. In addition, she helps manage workflow and ensure everything runs smoothly. Cait spent two years in Amazon Seller Support, where she specialized in feeds, variations, escalations, product compliance and gating. In her off time enjoys baking and exploring with her two daughters.