hi and welcome back to another amazon selling video today i'm just going to talk about
a question that i get asked a lot or it's not a direct ask question it's more of the advice
i give which is open a help ticket so a lot of the questions i can't answer because i can't see
into your account and i don't know what's going on and i always say open a help ticket and then
i'm usually followed up with how do you do that so i just thought i would go ahead and make a video
in case you were wondering how you ask amazon a question first you do not have to feel like you
can't ask amazon you can open a help ticket you can open one every day if you want you can open a
few every day like there's no like bad thing about opening help ticket if you need help just go ahead
and ask i am not an expert and while i would love to help you answer all your questions like i said
i can't always answer them all and amazon has a better idea because they can actually see in your
account and see what's going on my first piece of advice if anything ever looks weird in your
account or you don't know what's going on open a help ticket i recently had an item that kept
getting a price error so i was like okay and i would fix the price it's something i've sold
before and then finally now it's in my stranded and it doesn't have a reason it says unknown okay
well i can't do anything with unknown so i opened a health ticket and i'm waiting to hear what the
issue is always if there's something weird just open a help ticket on the last thing before i
move into how you actually do it is they are not always the best with their answers sometimes it's
like a generic copy paste answer and you're like but i said all this so you just gotta like keep
the conversation going and i'll show you how to do that and ask again another way if you ever have
something where they're like not getting through to you then i usually just type i need this to be
escalated i want someone else to look at it and when you type in that word escalate it gets a
response like that probably you shouldn't overuse that but if you ever do like i've only done it
once but it happened like that so to start it's over in the right hand corner right it's right so
it's over the word help it's between messages and settings you just click on help and then it takes
you to this page oh i should say that amazon often changes how this works it's changed i think twice
in the last year it's changed like three or four times since i started selling so just know that
it could look different depending on when you're watching this video but in essence it's the same
thing of where you're trying to get to so you to start you have these six boxes here where it's
like trying to drill down and like get to the part of your question i just cruise on past these and
i go to get more support this third option here in the bottom so then it's going to open and what
do you need help with i always need help with selling on amazon because i don't really do any
advertising so i'm always clicking this one so before it used to be like you would drill down to
what you wanted which i think is now those six boxes so now it just does this so i'm gonna type
in i need help figuring out why am i using the stranded it's reading your words and so it's
gonna pop up now these things is this what you need is this what you need is this what you need
and if you need help with that you can click them and then they're gonna try and help you here and
it wants me to put in my asin what i always do is i go ahead and say no that's not really what it is
and i want to contact you because i want to create a ticket where to have someone read my words
obviously i don't have an ace and i probably should have copied one but you would put an ace in
i always either have two tabs open one with your manage inventory with a stranded item or whatever
the problem is or you just copy the asyn and then you would input it here so now when you
say you want to contact them it's basically going to start a ticket with your first message so you
want to make sure you have your whole message there again i always copy it just because i
don't want something to happen and i typed it all out and now i have to retype it so i will just
quickly copy it in case something happens and then i don't have to retype at all so then it's
like okay create a case i would put a skew if i have it you can do email and put your email in and
they'll respond via email if you want to talk to someone right now you just go ahead and hit phone
and you put your number in and then it's going to automatically connect to you so you'll talk to
someone right now which is really cool i've done this once and i didn't realize that it happened
so quickly like literally someone called me right now so that's an option too if you'd rather have
someone on the phone i'll get into why you should do that in a little bit when i talk about removing
bad seller feedback so if i went ahead and finished that out it would create a case i would
get an email and it would just be in my log so now when you go to help here in the corner the first
page now we're back to this you can go ahead and hit case log and that's going to open all your
different case logs now the reason i wanted to show you this is to go if you need more help on
it because if amazon answers it they're going to consider it closed but if it's not closed for you
you need to keep the conversation going so you would just click here on the case get more help
i need help with this one or a different one it's usually this one and you would just click this and
then it opens up the screen where you can type your next message to amazon that's how you keep
the case going and like i said if you don't do it they are going to consider it closed so if you do
need more help you should definitely do that i think you have three or four days to finish the
case so if it's an ongoing thing you have to keep on it otherwise you're going to start a whole new
case which is not the end of the world but it is kind of annoying when you already had a case going
okay so now the other part of this video what happens when you get bad seller feedback
there is nothing worse than bad seller feedback especially if it's something you did not do
to see your feedback which you should do often i usually do it once a week or a couple times a week
honestly you want to have good seller feedback because that makes the customers want to buy from
you and it also helps amazon give you the buy box so the goal is to have it like 97 or better
unfortunately mine is not because of some bad seller feedback i didn't know these little tricks
of what to do so hopefully i'm going to help you out now so you don't have the same problems i have
so here under performance you go ahead and just click feedback and it takes you to
your feedback page so if you had a bad review it has these little drop downs so amazon's getting
smart now i didn't have to do anything on this one amazon just automatically flagged it and removed
it which is great so now it's not being counted against me you would go over here to the actions
and you would hit request removal when you hit request removal amazon is going to go through it
all with their little automated system and see if it is flagged as anything that should be removed
i feel like now that they're doing it on their own that it probably
isn't going to be automatically removed which is not the end of the world but
take note because there are certain steps and limitations to what they'll remove if it ever
talks about price or that you're price gouging or they could have bought it somewhere cheaper
amazon is supposed to remove those because that is not anything about you as a seller
seller feedback is literally supposed to be about you as a seller not the product you're selling
it can't be a product review so they'll remove it if it's a product review if it's price if you did
fba it's really hard to get a bad review because amazon's doing all the customer focus part of it
they're supplying the customer service they're supplying the shipping all that so it should be
pretty easy although they're not as easy as they used to be after you ask for it to automatically
removed if they say no you have one more shot so use it very wisely and i mean very wisely because
once they say no again you're kind of screwed and you have to have that bad review on your account
i would always make my case in written format i would say hey they're talking about price which
is against your terms of what they can review it for and just kind of break it out to them on in
writing but now that i've talked to my friend who tried to do it in writing and she got a no and so
she called them and they said oh i wish you would have called us because we could have removed this
but now there's nothing we can do about it so now my advice is if you get a bad review you asked
for automatically be taken off and amazon says no go ahead and open a case and hit that call button
and actually talk to a person to see if they'll remove it because you'll have a lot better chance
in talking than you will in writing where they can just say sorry no the last thing i want to say on
seller reviews is that you have 90 days to take action so you should be looking often as soon as
you see a negative one you want to take action and get it off because after 90 days they won't remove
it anyways so if you have stuff that is within the last 90 days that is bad definitely go ahead
and try and get that taken off if it's past 90 days you can't really do anything about it now
the good thing is that your review rating that shows up on amazon when customers are shopping
is just for the last year so my lifetime reviews are great but the last year because i had some
bad ones last november it's not the best and it's bringing my number down the good thing is that it
will fall off in november so i mean it'll go up then but yeah that's how i remove bad reviews
and ask for a case on amazon i hope this video was helpful to you if you guys need any other
help and want to help get on gating or join my bolo group all the links for that are below
thank you guys so much for watching and i will see you back here for another amazon selling video
you