Case logs (Escalations, what to do when cases are taking too long, and when and how to contact SAS Core)

This SOP covers the handling of Cases and the Case Log in Seller Central, on when and how escalate the case with a supervisor and on what circumstances, and how to escalate or contact SAS Core.

Preliminary considerations: 

Please check the SOP regarding creating new cases, How and when to contact Brand Registry Support or Seller Support?                      

Escalations

You would escalate the case (request for a Supervisor) in the following scenarios:

•  If you have received 2 or more incorrect answers to your original request,

• If the case has been open without an initial response from Seller Support or Brand Registry Support for 5 or more days and the account is not part of the SAS Core program (or the account is outside the US marketplace, since SAAS Core only reviews cases for US) or

• If the case, in general, has taken too long or if the responses are in a loop (for example, is requested to do a Partial Update, then a Full Update and a 24 delete and relist to update one or more attributes, but after all these changes the agents keep asking for a Full Update since the old information is “stuck” to the listing).

How to escalate:

Only if your case is in one of the 3 scenarios above, please 

1. Let the BM know through an update on your task on Monday and 

2. Reply on the case specifically asking for a supervisor and explain the original request, the dates and agents names and, the reason(s) why their answers were incorrect and/or incomplete.
    

Note1: Please remember that you can also ask for a US supervisor, but this is a last resort, since usually takes longer time for the case to get transferred, reviewed and answered.

Note2: Do not escalate “final word” responses, but create a new case with a different title and slightly different wordig. Final words state that the answer given on X or Y date is correct and that Seller Support won’t review nor answer further on the same issue. If you or the BM keeps responding on the same case, the selling account can receive penalizations and even suspension of the selling privileges by Seller Support.

What to do when cases are taking too long

What is too long? Seller Support and Brand Registry Support should give an initial answer withing 3 to 5 days, and if you checked the This issue is urgent and requires immediate attention checkbox (only for Tier 1 and 2 tasks), then the first answer should be withing 12 to 24 hours after the case creation. 

The rest of the responses should be withing 5 business days, but our best recommendation is to AVOID keep asking for updates, since that sends the case to the end of the queue. If requesting for a supervisor didn’t gave you a response withing 3 to 5 days, then, create a new case with a different title and slightly different wordig or attempt a call in a new case (to do this, please follow the How and when to contact Brand Registry Support or Seller Support? SOP. Remember to always update your task on Monday with the new case number and link.

What is SAS Core?
Strategic Account Services - SAS -  is a global team with the main goal of providing Amazon selling partners premium offerings that aim to fuel growth as a seller on Amazon. The Program includes:

• Designated Account Manager

• Strategic Business Advice

• Program, Pilots, Betas and Advance Coaching 

• Operational Execution 

When to contact SAS Core Account Manager?

FOR BM’s

The BM has the opportunity to arrange a call with the account manager every month to discuss outstanding cases that need resolution besides the regular topics. If it requires any assistance in between those calls, the BM can send an email requesting the list below, and they should receive a response in the following 48h business hours.

• Always open a case with Seller Support First, send an email to your AM asking for their help, and include the following.

Case ID

Brief explanation of the issue

Desired outcome

• Ask for their advice on the issue 

Depending on the AM’s tenure and knowledge level, they may not know the path to resolve it immediately, but others around them may know it.

• Ask them to investigate further with partners and Managers to prioritize your needs.

• After going through the steps above and still not having the desired outcome you can send an email to the Account Manager’s Manager directly

For 3BG

Every communication has to go through the email address that is registered, or already discussed with the Account Manager. If you have the necessity of requesting help for a specific case, gather all important details like case IDs, batch IDs, and any important actions taken with dates. Prepare everything that you believe should be shared. 

Then you can create an email using the criteria above, and add this into an update on the task. This way the BM can send it from the correct email address. This channel can help route the cases to the correct teams without waiting long periods of time. 

When to open a case with Issue Resolution?

1. The ASIN involved is a top-selling ASIN (Top 10 in sales)

2. The case was already closed, but we want a second opinion.

3. The case has been open for more than 5 days without a response.

4. The account has been suspended.

5. Disbursement Issues (strictly related to the seller’s money not being disbursed or deposited).

Steps to contact Issue Resolution

1. Create a case with Seller Support

2. Wait 5 days without response (Exemption for Top selling ASIN)

3. Fill the form below

4. Send an email to: [e-mail] (needs to come from the email register in SAS Core, if not the case will automatically be rejected) 

5. Inform your Account Manager

Business Critical Criteria

• The issue involves a TOP 10 selling ASIN (restrictions in general, the ASIN’s availability is compromised).

• Account Suspension (the seller’s account is inactive, preventing the seller from selling).

• Disbursement Issues (strictly related to the seller’s money not being disbursed or deposited).

• Active deals (deals that should be active but currently not working).

How to proceed?

Selling partners can create a new submission to Issue Prevention by sending an email to [e-mail] must include “BUSINESS CRITICAL” in the subject of the email.

Form

Issue Submission Email Form
Subject/Headline
Merchant Token
Contact Name
Seller Email
Seller Phone Number
Issue DetailsSteps/Actions that have been taken
Desired resolution
Related case(s) (if applicable)
Is the appeal or related documents attached (if applicable)
Account Manager Email