- Subscribe and Save is now and auto-enroll program. You can no longer manually upload products.
- Amazon is allowing greater Seller-funded discounts up to 10% for a total subscribe and save discount of 15% for the customer.
Introduction to Amazon Seller Support:
Amazon Seller Support is an important resource for the Amazon seller. Seller Support can help troubleshoot a wide variety of issues on the Amazon platform, from listing creation, troubleshoot parentage, restricted listings, account setup, account suspension, and much more. Learning how to effectively work with seller support can make the venture of being an Amazon seller simpler. This guide is a brief overview on how to contact Seller Support, how to manage your case log and some tips and tricks to become more efficient in asking for support.
How to Access Seller Support and Create a Case:
The guide below will explain and show the user how to directly access the resources from seller support.
Determine that the issue occurring cannot be resolved through a self service tool. There are a wide variety of self service tools that Amazon supplies to sellers. Learning to use these tools can help save large amounts of time. In general if the problem can be fixed yourself do it. However, if this is not an option for your issue please continue.
Go to your Seller Central Home Page and scroll to the bottom and click “Get Support” in the lower left corner:
You can get to the same “Help Hub” if you click “Help” in the upper right corner of any Seller Central.
On the Help page, Amazon gives simple solutions to common questions or issues that sellers have.
If these solutions do not solve your issue please scroll to the bottom of this page. On the bottom you will see four options:
- Seller Forums (Ask questions or find answers from our community of sellers)
- Need more help? (Browse for your issue so we can find the right solution for you)
- Case Log (View or review open cases.)
- Training (Watch educational videos to help get you started on Amazon)
To contact seller support you will need to click the Get Support button under option two as shown below.
On the next page the seller will have two options:
- Get Support for Selling on Amazon
- Get Support for Advertising and Stores
For our example we are going to use Get Support for Selling on Amazon.
Next on the Get Support page there are a variety of categories that will help you find the issue occurring. For our example, we are going to say that there is an issue with uploading listings via an inventory flat file. To get assistance follow the steps below:
Click the Products, Listings, or Inventory tab:
Next Click Inventory File upload issue and fill out the case in a similar manner as the image below:
Finally scroll to the bottom of the page – upload attachments (screenshots of issue), decide your email and click send and a new case will be opened.
How to Follow Up:
To follow up to your case created:
- Go to your Seller Central home page.
- Click View your case log under your “Manage Your Case Log” block.
- Find your support ID. If Amazon requests more information provide it to them. If they answer the case and solve the issue, no response is needed. If they answer the case and you still need assistance, click still need help at the top of the page to reopen the case.
- Follow back up with Amazon regarding the issue you are having. Often times the same information will need to be provided to Amazon to get the solution desired.
- In some cases following up via the Case Log is not an option and emailing seller support/performance, etc. will be the only option. This is typically only the case for more serious issues such as account level suspensions, policy warnings, and listing deactivation. In these cases Amazon will let you know directly that you will need to contact them in this way.
There are 3 steps to opening a Seller Central Account.
- Go to SellerCentral.Amazon.com
- Fill out Legal and Bank information.
- Verify your Identity.
When you open a new account. There are some things to consider and make sure you do correctly.
If this is not your first account, please review our multiple Seller Central accounts guide before opening a 2nd account.
Be sure any information you provide is up to date, accurate, and readable or Amazon may suspend your account!
Before you go to open your account, be sure sure to have the following information ready:
- The type of account you want (Everyone we work with uses a professional selling plan)
- Business Information. Your legal business name, address and contact information
- Email Address. An email address that can be used for this company account. This email account should be set up already, as you will start receiving important emails from Amazon almost immediately.
- Credit Card. An internationally chargeable credit card with a valid billing address. If the credit card number isn’t valid, Amazon will cancel your registration
- Phone Number. Phone number where you can be reached during this registration process. Also, have your phone nearby during registration.
- Tax ID. Your tax identity information, including your Social Security number or your company’s Federal Tax ID number. To submit your tax identity information, the registration process will take a brief detour to a “1099-K Tax Document Interview.”
- State Tax ID. State tax ID information for states in which you have tax nexus. This physical presence is typically impacted by company offices, warehouses/3PLs, and call centers. In June 2018, the US Supreme Court changed the law regarding the responsibility that ecommerce sellers have to remit sales tax for online purchases.
When you go to open the account these are the screens you will see for each step.
Billing Method and Bank Info
Selling plan comparison
The following table summarizes the differences between Individual and Professional selling plans.
|Seller account feature||Professional||Individual|
|$39.99 monthly subscription fee||Yes||No|
|$0.99 per-item fee when an item sells||No||Yes|
|Create new product pages in the Amazon catalog||Yes||Yes|
|Manage inventory using feeds, spreadsheets, and reports||Yes||No|
|Manage orders using order reports and order-related feeds||Yes||No|
|Use Amazon Marketplace Web Service to upload feeds, receive reports, and perform other API functions||Yes||No|
|Amazon-set shipping rates for all products||No||Yes|
|Seller-set shipping rates for non-BMVD products||Yes||No|
|Make listings inactive when you want to stop selling for a period of time (for example, if you can’t fulfill orders for any reason, such as family emergency, inclement weather, going on holiday or vacation, and so on)||Yes||Yes|
|Promotions, gift services, and other special listing features||Yes||No|
|Eligibility for listing placement in the Buy Box||Yes||No|
|Ability to calculate U.S. sales and use taxes on your orders Note: If enrolled in Tax Calculation Services, see Upgrade / Downgrade and Tax Calculation Service before you switch your account to an Individual selling plan.||Yes||No|
|Access user permissions/grant access rights to other users||Yes||No|
- FBA Inventory Selection – All of the listings that are FBA are listed in this new feature and sellers will be able to choose which product they will be adding to the shipment. Previously, the seller would have to scroll through there catalog and manually check each box before selecting “Send/Replenish Inventory”. This slow process made shipment creation tidious. With this new UI sellers can select and deselect product on the fly.
- Packing Templates – This new feature allows sellers to create packing templates for case-packed products. Sellers will be able to save box unit count, dimensions, and prep type for quick and easy shipment creation.
- Shipping Method – Currently, the only shipping method available is small parcel delivery – no pallets or LTL shipments with this tool.
- Carrier – Amazon is not allowing Amazon Partnered Carriers with this tool at this time, meaning you will not be able to purchase shipping labels directly from Amazon. All shipping will need to be purchased off of Amazon.
How to Access the Amazon Brand Store through Seller Central
Once your Amazon Seller Account is Brand Registered, there there is an option to create a store page for your brand. Once the store page is created, it will be launched onto the Amazon platform for all Amazon users to see. To be able to view and edit your store once created please follow these steps below:
- Go to your Amazon Seller Central home page.
- Hover over Stores on the top tool bar as shown below.
3. Click Manage Stores.
4. On the Manage Stores Page there are three options:
1. You can see the link to your store directly.
2. You can edit your store.
4. Through the manage store page the user can find the following – A direct link to their Amazon store page, The See Insights Area where statistics on your store can be found (traffic etc) and the Edit Store link where a user can make edits and revisions to their store. Please see image below.
5. For further information on the Amazon Store Page – please visit the following link:
Where to find your Merchant Token
Here is quick link to find Merchant Token in your Amazon Seller Central account: https://sellercentral.amazon.com/sw/AccountInfo/MerchantToken/step/MerchantToken
The page where Merchant Token should be displayed will look like this:
Amazon Merchant Token – In depth
What is it and what if I can’t find my Merchant Token?
API App & Functions Examples
Full list of amazon 3rd Party Apps and Solutions is here: https://sellercentral.amazon.com/apps/store/
- Listing – Manage Amazon listings with tools that translate your internal product listings, match to existing ASINs, and reduce listing errors
- Automated Pricing – Stay price-competitive with tools that automate your product pricing based on your business rules.
- Inventory and Order Management – Automate your Amazon order management and keep your inventory levels in sync across your systems.
- Shipping Solutions – Automate shipping and fulfillment processes with tools that facilitate shipping rate purchasing, label printing, and logistics.
- Advertising – Optimize your pay-per-click advertising budget and strategy to improve product visibility and drive more sales to your business.
- Promotions – Improve discoverability of products by creating targeted and compelling promotions.
- Product Research and Scouting – Screen prospective products using criteria such as customer demand, allowing more data-driven sourcing decisions.
- Feedback and Reviews – Get verified reviews and feedback from customers to help improve your seller rating and offer customers useful insights.
- Buyer/Seller Messaging – Get help answering customer questions in order to meet response timelines and provide a high level of customer service.
- Analytics and Reporting – Analyze your profitability and cost-per-product so you can better direct your business strategy and focus on what’s working.
- Accounting and Tax Remittance – Track finances, accounting, and taxes in one place with tools that consolidate your online sales data and help you comply with tax regulations.
- Ecommerce Solution Connectors – Integrate your ecommerce site with Amazon for quicker listing, improved order management, cross-channel inventory sync, and more.
Amazon Merchant Token ID – How to Obtain it
Now that we have gone over the basics of your Amazon Merchant ID, we will discuss how to obtain this information.
We have a video below showing how to obtain it, and a step by step guide.
- To find your Amazon Merchant Token ID, you will logon to your Seller Central dashboard or home page.
- You will go to your Settings drop down menu on the top right side of the page and and click Account Info.
3. Once on the Account Info page you will find the Business Information Box and click on the Merchant Token link. Once you click this link Amazon will display your unique Merchant Token. Given this token is unique to each account it should be treated as sensitive information.
4. That is it! You now have all the needed information to obtain your Amazon Merchant Token.
Frequently Asked Questions:
1. Where is the Amazon Merchant Token ID used? Seller Desktop, AMTU, 3rd Party Applications, and XML feeds.
2. Is my Amazon Merchant Token ID unique? Yes, each merchant ID is unique to the seller.
3. Where can I find more information regarding my Amazon Merchant Token ID and Amazon MWS?
4. Is the Amazon Merchant ID all I need to set up these accounts? No, there are several other tokens and IDs needed, depending on the applications requirements. You will also need a professional selling account.
5. Can I share my Amazon Merchant Token ID? No, sharing MWS access keys is a violation of Amazon’s Terms of Service and can lead to seller suspension.
Vanity URL for Amazon Brand Storefront
More often than not, when you create a storefront, Amazon will not give you the Vanity URL. A vanity URL contains the name of the brand in it like https://www.amazon.com/SecureItTactical for example.
Click here to learn how we can help you stand out from your competition and showcase your collection of products on your Amazon Brand Storefront.
In the below screenshot, Secure It Tactical’s vanity URL has not been updated after they published their storefront.
- Navigate to the top-right hand corner in chosen seller central account and click on “Help”.
- This will bring a side panel out. Navigate to the bottom of the side panel and click on “Contact Us”.
- Once the contact page has loaded, click on “Advertising and Stores.”
- Click on Stores > Basic Setting > Store Builder
- Fill out the “Contact Reason” and the description. You can copy what is in the description below. It works every time.
- Add an attachment if you’d like.
After this, Amazon should reply, changing the Vanity URL.
Look below for an example!
Customer Feedback Punch List
Follow step by step process shows how to remove negative feedback by on Amazon, which will help your seller score and increase sales on Amazon. It can impact your buy box percentages and conversion rates.
How to Remove Amazon Seller Feedback Negative Ratings and Reviews to Increase ConversionsAmazon Seller feedback is public facing, so make sure you appeal every negative feedback you can and shoot for a 98% or better rating.
The first time using this guide it is recommended you review the last 365 days of feedback and remove all negative feedback going from most recent backwards: https://sellercentral.amazon.com/gp/feedback-manager/view-all-feedback.html/ref=fb_fbmgr_vwallfb?ie=UTF8&dateRange=&descendingOrder=1&sortType=Date
Following catching up negative feedback removal, this process should be completed once a week ongoing by customer service. Especially to help customers who are not happy!
- Create a weekly calendar reminder to check Amazon feedback.
- To check feedback click here on Amazon Seller Central front page
- Click on the order ID of any negative customer feedback.
- (Optional) Research customer issue, respond to customer privately.
- (Mandatory) Ask for Amazon to remove feedback by submitting an FBA ticket. Remove any 3 star, 2 star, and 1 star reviews. (4 star reviews and 5 star reviews are good and should be left alone)
- Type order ID In select next
- Regardless of what the customer wrote in the feedback, submit a request to remove it to Amazon.
- Select reason for removing feedback, most likely “product feedback” and hit send
- Most of the time Amazon will simply remove the feedback and it will cross it off your seller score.
Keep removing feedback as it comes in once a week.
Seller feedback is public facing. Shoot for a 98% or better rating.