Is Amazon Support Really This Broken?
I’m genuinely stunned by how unhelpful Seller Support has become. All I needed was the “Letter of Authorization for secondary user” template — something Amazon’s own system asked for and linked to, but the help page didn’t actually contain. Instead of simply providing the document or explaining where to find it, support kept asking me for completely irrelevant information: screenshots, timestamps, “exact navigation paths,” and then claimed my timestamp wasn’t “valid.” None of this had anything to do with locating the missing template, yet I kept complying and re-sending everything just to move things forward. After several back-and-forths, I finally gave up, figured out the template myself, and successfully added the user.
Days later, out of nowhere, I received a totally unrelated copy-paste response in that case saying:
“We have reviewed your submission, but we could not complete your verification. As a result, your account will not be activated… Your account has been deactivated because you may have outstanding document or information requests in your Seller Central account.”
This response had absolutely nothing to do with my case. 😅 I wasn’t submitting verification documents or anything related to account activation. It’s like they just grabbed a random canned message and sent it to close the ticket. What is going on inside Seller Support? Are agents even reading the messages anymore, or are they just judged on how fast they can send a reply? Maybe it’s time Amazon revisits its KPIs - because when the system rewards volume over resolution, sellers end up stuck in endless loops of nonsense instead of actually getting help.
Is Amazon Support Really This Broken?
I’m genuinely stunned by how unhelpful Seller Support has become. All I needed was the “Letter of Authorization for secondary user” template — something Amazon’s own system asked for and linked to, but the help page didn’t actually contain. Instead of simply providing the document or explaining where to find it, support kept asking me for completely irrelevant information: screenshots, timestamps, “exact navigation paths,” and then claimed my timestamp wasn’t “valid.” None of this had anything to do with locating the missing template, yet I kept complying and re-sending everything just to move things forward. After several back-and-forths, I finally gave up, figured out the template myself, and successfully added the user.
Days later, out of nowhere, I received a totally unrelated copy-paste response in that case saying:
“We have reviewed your submission, but we could not complete your verification. As a result, your account will not be activated… Your account has been deactivated because you may have outstanding document or information requests in your Seller Central account.”
This response had absolutely nothing to do with my case. 😅 I wasn’t submitting verification documents or anything related to account activation. It’s like they just grabbed a random canned message and sent it to close the ticket. What is going on inside Seller Support? Are agents even reading the messages anymore, or are they just judged on how fast they can send a reply? Maybe it’s time Amazon revisits its KPIs - because when the system rewards volume over resolution, sellers end up stuck in endless loops of nonsense instead of actually getting help.
16 replies
Seller_xo4Akj7FBBnfC
Here's a relevant thread about Amazon sludge. It describes the intentional strategy of burying sellers in delays, dead ends, and circular replies—not because Seller Support is broken, but because it’s working exactly as designed.
As noted there, it feels like Amazon regards sellers the way McDonald’s regards cattle—essential to the business, yet completely expendable and undeserving of any real consideration.
The latest layer of sludge: Amazon warehouses have started renaming sellers’ SKUs in inventory reports whenever they misplace stock, breaking the link between transactions and product identifiers that we rely on to plan shipments and manage inventory efficiently. This poorly conceived change adds new risks and wastes even more of our time.
And perhaps the most cynical addition to this sludge pile is the new “Increase reach – off Amazon” setting, rolled out without warning or notice, quietly switched on by default in every Sponsored Products campaign. It funnels sellers’ ad spend to low-quality, off-site placements on clickbait sites and junk apps where visitors have no intent to buy. We wasted our budgets on these worthless ads with no conversions or accountability—until we found the new setting and turned it off. It’s hard to call that anything but deliberate.
Seller_kIukTwdhvntAp
"Is Amazon Support Really This Broken?"
If I only responded with the obvious answer -- YES -- I would have to add more letters to get to 20...
Poorly trained BOTS, using AI that is poorly trained by non-native English speakers, is the future here.
Why?
No salary.
No lunch break.
No bathroom breaks.
They don't quit and need to be replaced.
They don't talk back or argue about bad policies that are the result of all of the above AI crap.
In other words, it is Nirvanna for Amazon manglement...
Seller_FiswKMx7uPaJ8
Amazon customer service rivals that of comcast cable, I've been considering just ending my professional account. Other than some business reports its useless for customer service
Seller_bbDTQyouFB0B2
Having a similar issue. I got an email asking for some information. I provided the information and never heard back from the email. My Aisn are all down and when I contact account health or seller central, they tell me to wait or make it into a bigger problem
Seller_8GlfKSPGkBCLb
Generally by message 2 or 3. After that theyre forced to read it is my guess. Its mostly ai bots and theyre probably swamped, trying to keep up with a quota to resolve cases.
Opening a chat is better, but the issue there is.. answers can be 5-10 minutes apart and you have to respond in time or it logs out. They chat with 50 sellers at a time most likely, and if you were close to getting an issue resolved you have to start over.
Best CS is the mods on here.
Also, I read a reddit post where a guy worked in CS remotely. He programmed a chat bot to handle everything and didn't work for 6 months. He was wondering if he'll get fired eventually. IDK if that's true, but it would explain a lot.
Seller_Vjnwgi5MFIKNy
Without reading your horror story, the answer is yes.
Seller_kqnOP2Tz20ISr
Amz likes to punish. The whole algorithmic assault on sellers is designed to keep us in a state of unease. Seller support?
Seller_pTsdbEwy0LpIn
I'm currently closing in on week 3 of deactivation. I made a mistake in the annual rectal exam aka inform act..... and not I or Amazon can fix it. I selected the wrong thing in a drop down and then my correct option disappeared for good. You heard that right.... Amazon cannot fix the broken drop down on their own website. Known issue happening to many others. They're also holding MY money because THEIR website is broken.
Seller_1CKBWM2oW8P9L
Unfortunately, any experience seller knows this all too well. If it takes too much time out of your day to figure our the puzzle that is to get the answer without seller support, you can always outsource it to amazon sellers appeal dot com. They at least have the experience to get to a human.
