Preliminary considerations:
The Amazon Brand Registry program was born with the intention of helping private label sellers protect their products. Over time it evolved to the point of becoming some sort of an IP rights protection for sellers.
Alongside that, being part of the BR program also provides some cool features such as A+ content, storefronts, VINEprogram and many more programs sellers are willing to pay for (time and money) to have.
Currently, the BR department works as an extension of the catalog team in regular seller support for those ASINs that belong to a certain Brand Registry Seller and therefore is important to understand at which instances either BR or Seller Support should be in charge of our cases.
On the other hand, we have Seller Support or we should call it “Regular” Seller Support since BR is a branch of Seller Support.
When to contact Seller Support or Brand Registry?
Seller Support:
It is had to tell when would we contact Seller Support as a big range of situations couldn’t be previewed, however the most common ones are:
When attributes are not updating after a certain time (non-brand registered). Please remember that for the title, brand, product ID, category and any other difficult changes, please open a case directly after you uploaded the flat file.
When a product was restricted from Seller Central without a clear reason
A variation is not coming together as is supposed to after using Flat Files and manual creation*
To request the category listings report.
Merge requests.
When the rankings or reviews are not in order and you already tried to fix them
To ask about a certain issue you and your workmates weren't able to figure out.
When you and your workmates do not know about the issue you are facing or you are having difficulty obtaining information Amazon may have.
When the rankings or reviews are not as they are supposed to be and you already tried to fix them.
Brand Registry:
Contacting Brand registry will require to figure out if you listing is brand registered first, please check the next section to find out how
When Brand Registered ASINs require attribute updates and the Flat File alone did not fix the issue
Please refer to the SOP - Create a Flat File, fill it properly and upload it
When either A+ content or some other BR associated feature is not working as intended
When an ASIN is displaying the error message “This ASINis not being recognized as part of your brand”
To report listing hijackers
To report BR related violations
To ask (as the last resource) if an account is Brand Registered and/or for what Brand is it registered. Please use the process 1 of the section below “How do I contact Brand Registry” and Refer to the common issues section in this SOP
How do I contact Regular Seller Support?
Step 1. On Seller Central, click on the Help section on the the top right hand side corner
Step. 2 On the new page, scroll down to “Need more help?” and click on the “Get Support” button.
Step 3. Next, click Selling on Amazon (Or Sponsored if the issue is related to ads)
Please provide the details of your issue, notice that the options I chose(“My issue is not listed”, “Product Listing Related” and “I don't have an identifier”) are meant to get you straight to creating the case.
If you wish to add not go straight no creating the case is fine, Amazon will probably have you go through the self-service options that may or may not work or they are informational only most of the time.
Click on This issue is urgent and requires immediate attention checkbox for Tier 1 and 2 tasks and on the Call me now yellow button at the bottom, if this is a phone case
Step 6. If you are creating an email case, add your email, phone number in case they need to call back and we recommend adding a contact reason for the sake of practicality, although it can be left at the default value, we advise against it as it.
If this is a phone case, add a short explanation of the issue and information such as SKUs, ASINs, and whatever information is difficult to give over the phone, click on the This issue is urgent and requires immediate attention checkbox and on the Call me now yellow button at the bottom.
Email case:
You can also add attachments to the case, any supportive documents are welcome.
Step 7. Check the status of the case every day and monitor if it doesn’t receive replies. Do not leave the case without replies for more than 5 days. Try to respond to every reply as soon as possible, and don’t leave it without response for 5 days or the system will automatically close it. If you do it, the case is going to be closed.
Step 8. Update your task with the case ID and link and also write it on the info boxes.
Notes
*Sometimes Amazon won't give you the option to click “send”, please read the most common issues section for more details.
** Sometimes Amazon doesn't display the button “send”
** Sometimes Amazon won't accept your number because is too short
***Sometimes Amazon simply won't receive calls,
Check out the other Questions and Issues section of this SOP.
How do I contact Brand Registry?
There are essentially 2 ways to do it:
Step 1. When opening a case within Seller Central, you can add “please refer the case to the Brand Registry team” immediately followed by the actual description of the issue in question.
Step 1. There is a portal specially made for Brand Registry Sellers to fix issues related to Brand Registry. The link is: https://brandregistry.amazon.com/
You may need to request the login information to the person in charge.
Contacting Brand Registry is essentially the same as contacting Seller Support
Step 2. On the “Support” tab, click the “Contact Brand Support”
Step 3. Fill in the form with the most appropriate information, please read below to learn what to include in the issue description. Add your email, phone number in case they need to call back and we recommend adding a contact reason, although it can be left at the default value, please remember that doing so, makes it confusing to find the case if required.
What should I tell Seller Support or Brand Registry?
Predicting what to tell Brand Registry or Seller Support in each and every case is far from easy, however I expect that you can follow a few simple steps to make sure you have a great start.
In every request to Seller Support please include the following sections:
What are we trying to do?
Please be very clear as to what you were trying to do, this will help Amazon get some context. Sometimes what you think needs to be done may not be the case. So we are thinking ahead and previewing those situations.
An example of that would be: “We were trying to create a variation with the ASINs XXXXX and XXXXX but the system wont let us do it…”
What did we do to fix it?
This will let Amazon know what have been already tried so hopefully they won’t automatically suggest you to do everything again. This is a bit tricky, as lately it seems Amazon is not very considerate with what you did before contacting very often they will have you do it again. Either way, please include this section so you have the best chance of success.
Example: “We did upload a FF with Batch Id xxxxxxxxxxx and tried to create it manually”.
To avoid getting only automated, robotic and not helpful responses you can add a like like PLEASE DON'T SEND AN AUTOMATIC RESPONSE, THIS ISN’T RELATED TO THE UPLOAD. OUR REQUEST IS TO PLEASE (here you enter your request)
What do we need?
This should help them get an idea of what we are expecting from them
Example: “We need your help figuring out what is preventing us from being able to create it, please fix it for us so we can create the variation”
What information will you need ?
Just add a recap of all the information the agent will need it doesn't matter if it's already been given in the previous sections.
Please try to think ahead and put yourself in their shoes, be nice, kind and straight forward, giving the information as clear as possible.
Common issues
Is this account the Brand Registry owner or not? How do I know?
If you don't know whether the ASIN you are working on is Brand Registry or not, do the following:
Check the Brand of in the listing , go to Inventory > Manage inventory and find the edit button
Under the VItal Info tab, find the attribute “Brand Name”
Back in Seller Central go to Brand > Brand Dashboard
Click on Brands and try to find the Brand the ASIN was listed with
If your Brand is not there, maybe we still have the Brand Registry but under a different account.
I’m getting my cases responded and closed automatically
The above is an example of what such a thing would look like, I created the case normally and a few seconds later Amazon closed it with the automated response
In these scenarios we should:
Follow Amazon suggestions, go through the links they are suggesting and
If that gets you nowhere, simply click either “Get Help” if you already followed the steps or “Request a Case Review” if the system is not even talking about the issue you are trying to solve.
In either of those cases simply reply with the same initial request:
Click “Send”
Update Document the case in Monday accordingly
Amazon not displaying the button “send” when creating a case
In that case click Browse your issue in the menu:
Click “Contact US”
Or add de identifier to go through the self service
Fill in the info normally and click “send”
Number too short
Sometimes Amazon will display an error message saying the number is too short, or the number is invalid
Create the case as an email case
Once done come back to the case and request a call as a response to the case
Click “Call me now”
Amazon won't receive calls
Sometimes Amazon displays “Call back service unavailable” when requesting a call
In this situation we suggest you create the case as an email case and request a call in an email to Seller Support . There is no other way of doing it
Comments
0 comments
Please sign in to leave a comment.