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Executive Team jeff@amazon.com
Hey everyone. I have an issue with a Safe-t claim. Requested escalation but was denied. So I forwarded my request to the Executive Team via Jeff….but is that still the correct email? It’s been a week and I still haven’t heard so wondering if the email was updated to @Andy
Does anyone have insight?
4 replies
Seller_OxjIxwlMmwmlP
So let me get something straight…
You’re emailing the executive team (really just higher level Seller Support that’s competent), which is supposed to be reserved for serious issues that are account-threatening for a failed claim? Really?!
Did you sell someone a Picasso for $1,000,000 and they stole it?
Sorry, this is an abuse of the privilege IMHO which is the reason why it takes so long to hear back from them in emergencies. They are filtering through the dog ate my homework complaints to get to things that are meaningful.
I know the $ is important to you and it should be and I totally get it but sometimes us sellers have to take a few lumps because that’s life in retail and always has been.
To answer your question, the email address didn’t change and it normally takes 10+ days to hear back. That’s what I have read, I’ve never used it because we solve our own problems and want to save that wild card if we ever have a serious need.
Be Well
ASV
Seller_hA060q8nqygew
I have an issue with a Safe-t claim.
What is the issue you’re having? Did Amazon deny a claim you filed and you’re disappointed, or is it something more serious?
If your claim was denied, did you provide the exact photos that Amazon asked for? Why did you file the claim and what evidence did you provide to support your claim? Maybe if you share some of those details, people can offer advice, or at least explain why you lost the claim?
Seller_3N7yVnTXPzLkL
Response times have ranged from weeks to never on Jeff@ cases over the past several years.
The ERT are bright enough not to waste their time on cases which will not be altered or require actions they cannot initiate.
They are as limited by Amazon’s silo management as all of the other groups which have contact with sellers.
Seller_X9AxWaXfNnGAl
The @jeff still works, but you can even initiate the request through the Seller Support inquiry when you clearly state the target team.
Usually I get a response from the Executive Seller Relations Team in about 3-5 days, but I have only initiated a few requests in the last 10 plus years and I know how to write.
After that, odds are that it will never get a response. Responses may be complete on the first message, but more often it will be acknowledgement of receiving the request and initiation of further investigation before stating a resolution plan.
Key criteria to get any response are:
- request (call for action) is very clear, concise, and actionable
- the request needs to be something that Seller Support can not address
- the impact of action and inaction needs to be substantial
If all 3 of these criteria are not obviously met in the first read, it is done and will never get a response.
Often the response will be simply “Sorry, we can not help you with this problem”, but usually with an explanation of why or what actions you might be able to take. On rare occasions, they might redirect the request to the appropriate team and leave them to take the action and never directly respond.
You also need to be very careful about what you ask for. Sometimes, you might be clearly at fault and you might have gotten off because someone did not take more severe action against you. This team will take such action that might result in your suspension. They have a strong understanding of the policies and what is the appropriate action to deal with a problem, even if it is not in our favor.
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