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Account Health Support
The Account Health Support team is a dedicated support channel for Professional Sellers worldwide. They address concerns and questions related to the Account health Page or other policy violations.
Our specialists can help you with the following:
- Navigation: Guidance on navigating the account health page and the related performance calculations.
- Understanding Amazon’s Policies: Offer guidance on Amazon policy to help prevent and resolve violations as they arise.
- Address violations for any performance defects, listing deactivation's, and policy violations: Provide guidance and support on required information, or documentation to successfully resolve violations.
- Improvement to Customer Service and Shipping Performance: Work with your business to uncover the root cause of potential or experienced situations, and offer suggestions that can help improve these calculations and customer experiences.
- Obtain and Maintain good Account Health: Supportive education on how the account health rating is calculated including score and impact, along with how to maintain the score once achieved.
- Submit requested information to avoid account deactivation or support reactivation: Our specialist can also support with the submission of requested information as needed to help avoid account deactivation, or aid in the reactivation of the account.
All professional sellers will have access to the Contact Us button on the Account health Page, or by utilizing the Help Button from anywhere in your account. You can also find this feature on your mobile device by selecting Account Health in your Performance menu. Account Health Support is available 7-Days a week, and depending on your location, and preferred language, there available hours may vary. You can confirm these times by clicking on the Contact Us button.
What if I am not a professional seller and I need support?
All amazon sellers including individual sellers can locate more information in our help section of seller central, this includes a variety help pages and our Seller University. Additionally, you can create your own discussion under the Account Health category for additional support and guidance.
21 replies
Seller_roNdLQpqbVoOH
The Account Health Support team is a dedicated support channel for Professional Sellers worldwide. They address concerns and questions related to the Account health Page or other policy violations.
I read this post, and then I look to the right and see all the "related" threads where sellers are voicing their concerns about the ongoing lack of help from the Account Health Support team.
A disconnect, n'est-ce pas?
Seller_flXNiJRw0gh3z
I received a policy violation for authenticity. Never had one before so I called Account Health Specialist. They said I should address it and suggested I acknowledge it and it would basically just go away. In a haste, I did just that. I figured he said it would be fine. A week later I received a notification to provide documentation to prove authenticity. I had and it was rejected and all of a sudden all of my listings in that category became inactive. I am still currently dealing with this situation and am trying to resolve it. But I really wish account health was as informative and helpful as your post suggests that it is. Its not. Because of dealing with this situation and trying to figure everything out I realized that there was no "complaint". A customer return for a duplicate order and her comment stating that it was a duplicate order was translated by amazon as "inauthentic". I discovered that on NCX. It was the same day I received the authenticity violation. Meaning, it was translated incorrectly.
I called Account Health when this happened. You would think they would have explained the consequences or helped me look into this.
Yes, I know I made many mistakes. Like panicking and acknowledging and not reading the entire notification from Seller Performance.
However, this started as a glitch for a customer. Where she said in her one of many return requests that she ordered one it said unavailable and suddenly I have 2 coming. And another one where she said this was a duplicate order.
My suggestion is, yes, I am sure Account Health Specialist may possibly be helpful. But just because they tell you something, does NOT necessarily mean that's the way things are. Never acknowledge a violation instead of addressing it, especially if you can prove it was done in error.
Even though my current emails claim that if I believe this is unjustified to please explain and we will investigate. I have tried doing so and I just get told "you have submitted documents that were not requested." I believe, that because I acknowledged it already and they requested documents for that ASIN after the fact, that they won't actually "investigate" anything anymore.
Pretty expensive lesson to learn. Hopefully, I hear back from someone soon.
Seller_pF4OOz8BJARoQ
An honest review, they are no different from Amazon Seller Support, still do the same thing.
The only help we get comes from the Mods in this very forum, so I will pass
I was thinking when the Amazon Health Specialist call was introduced, I thought it was the closest thing to getting in touch with those internal teams that give automated responses most of the time when you have issues, but nopeee, they are just Amazon Seller Support with a different name.
Honest Review!!!
Seller_SCbyO138p7fPq
Dear Emet Amazon,
today our account is stopped by amazon due to the inform customers act ,amazon informed us that the tax NO.verification is failed and the other information verification are successful ,but we offered all the information as requested and we did not change any account information .all the information is the same as last year .and we have not changed any information since we register amazon account in 2017.and we also passed the inform customers act last year .
so could you help us to check what is the problem ?
Seller_uc5NFYeDzbTWC
Hello,
may I ask for your help with our case?
Unfortunately, Amazon support keeps repeating that they do not have enough information to open an account, even though all the required information has been provided from our side. We have never been told where the problem is.
We have also addressed it here via the forum with Steve from Amazon, but he stopped responding about a month ago.
Thank you
Seller_0xdtD36hDLHBC
In my experience, they are less helpful than seller support. AH tells you "how" to fix issues, but they have no power to do anything.
SS on the other hand can (eventually) fix the issues that are impacting your account health.
Seller_e07gcZ6CwsoMV
Hello ,Emet.
Thank you for your guidance. I have been trying to introduce a new product to the Amazon platform for the past two months. This product, which features a brand name registered in the European Union, is new to Amazon. I have created a listing for this product category and have also submitted an application to sell this item, which was denied.
I attached all possible documents that I believed necessary, including an Invoice and a Letter of Authorization, even providing more documentation than what was required by Amazon. Importantly, I have a direct supply agreement with the manufacturer, who is also the trademark owner. Despite this, the responses have been consistently the same, without specific reasons for the denial.
Could you please review my case (#15295032361) and provide a clear explanation for the rejection of my request? Any additional guidance or steps I could take to meet the approval criteria would be greatly appreciated.
Thanks for your help,
Seller_r9wMm8LrE5iKj
Jack
Nada
Zip.
Specialist seems like a fancy word for an undertrained, underincentivized non-native speaker working within a set of broken systems. I look forward to training your next high-turnover employee for you.
You clearly have no idea how your own platform works.
Seller_iobipI6xASRkh
@Emet_Amazon
Why doesn't Account Health have the same tool catalog does to find out what is causing the trigger on the listing?
They read the policy page then read the listing trying to find what is causing the trigger. In most cases with us, they have no idea and it becomes a back and forth guessing game until three times now they have hit "no more appeals" with their guesses.
When I found out Catalog has a tool to answer this, it makes discovery much easier, but it seems like Account Health has just as much of a clue as sellers do. Most are very friendly and want to help but they do not have the resources to get direct answers, other than walking you through contacting seller support. We know how to contact seller support, but it would be useful all around if they could actually have that SAME TOOL and be able to cut to the facts instead of guessing.
On another note another account health specialist told me to acknowledge it and it goes away. Walked me through doing it. It removed the listing. They did not inform me that it removes the listing. Completely broke any trust that they understand our concerns and are trying to help fix listings. I no longer acknowledge anything and try to find out what causes the issue.
Most of the ones I deal with is the product name (first column) created on the flat file has a trigger word in it, and this is created by Amazon, not us, so it is a lot of back and forth trying to prove seller support can't change it to get the listing reinstated. Using flat files for our category is a way to take your listings down.
Seller_3Xqm5QNNmYQrw
Sorry but in over 10 years of selling the account health support team has never one time actually helped with anything. They always tell you to contact a department. I always ask them why they have a job because they do not have ability to to care of any issue
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