SOP: How to Email Seller Executive Relations

Executive Chairman of Amazon, Jeff Bezos, has an email address where customers can send feedback and complaints, jeff@amazon.com, which the Seller Executive Relations Team manages. We can reach out to them to escalate any major issue we have no clear solution to.

Note:

It’s best to send an email to Seller Executive Relations if the cases you’ve sent go nowhere or if you feel that you’re not getting enough support from the seller, ads, or brand registry support team.

To accomplish this:

Instead of writing "Dear Jeff," phrase your greeting as "Dear Seller Executive Relations."
Add the Merchant ID or Token to the email body.
Where to find the Merchant ID?
Step 1. Go to Account Info under Settings.

Step 2. Click Merchant Token under Business Information.

Step 3. Grab the Merchant ID.

Provide a brief but detailed description of the problem, the ticket IDs if available, the action we need Amazon to do to remedy the issue, and how we tried to resolve the issue on our end before contacting them directly.

What Information to Provide in the Email Body:

Merchant token
Previous case ids
Batch IDs
Product documents (e.g., manufacturer invoice, letter of authorization, CPC, product packaging images, etc.)

Remember:

Put relevant information and documents in the email. Refrain from telling a long story and providing much information. Just stick to the issue that’s causing the resolution on a roadblock. For example, if you have no issue with the manufacturer invoice, don’t include it in the email.

What Should Be the Email Subject?

[Seller Central Name]: [Issue]

For example

Momstir: ASINs B09W1MLYSY & B09Y745TLQ Recurring Search Suppressions

Template Email:

Dear Seller Executive Relations,

We are [Seller Central Name] – [Merchant Token ID]

[State the issue]. [State the actions you’ve taken to resolve] and [the result].

[Request]

[Supporting Documentation – e.g., Batch ID, product packaging images, invoice, FDA screenshot, etc.]

[Case IDs]

[Sign-off]

For example

Dear Seller Executive Relations,

I'm writing on behalf of Momstir - Merchant Token ID: A14CUC1LRMCT6S

We have been dealing with search suppressions of ASINs B09W1MLYSY & B09Y745TLQ for a week now. We have sent cases and uploaded full update feed files. It shows active once we do full updates, but after a day, they get search suppressed again.

Please look into this issue and fix them.

Here are the recent batch IDs:

batch ID: 283730019150

batch ID: 284455019151

Here are the recent case IDs:

Case ID: 10186832891

Case ID: 10168381191

Case ID: 10150905651

Warm Regards,

Here are other Emails that worked

Pesticide Gated ASINs

Subject: Comfier Sleep: ASINs B01F4ZQDRE & B0762SSGM4 Inactive Status - Pesticide Approval

Dear Seller Executive Relations,

I'm writing on behalf of Comfier Sleep - Merchant Token ID: A1YVBUT3KWWX8

We have been disputing that ASINs B01F4ZQDRE & B0762SSGM4 are not pesticide products for almost a month now, and we're losing money during this process. The listings are mattress pads, but we have deleted and relisted the listings and made sure that all of the possible pesticide claims have been removed (batch ID: 81650019157).

Please look into this issue and fix them.

Here are the batch IDs:

batch ID: 81587019157 (delete)

batch ID: 81650019157 (update)

Here are the recent case IDs:

Case ID: 10202131401 (B01F4ZQDRE)

Case ID: 10114463621 (B0762SSGM4)

Warm Regards,

Merging Reviews

Subject: Zenwise Health: ASIN B09ZBJMYST, Merge Reviews

Dear Seller Executive Relations,

I'm writing on behalf of Zenwise Health -- Merchant Token ID: A2SXK043AMYLMQ

We have been going back and forth with seller support for merging reviews of parent ASIN B09ZBJMYST and its variations. We keep receiving template replies about "unusual review behavior for a product, we may place limits on reviews or the sharing of reviews for related products". We wanted to resolve the 'unusual review behavior' but we can't go anywhere as we keep receiving the same responses.

Can you please help merge the reviews of the following ASINs?

B09ZBJMYST

B08462VJZ8

B091DBMLMV

B086669Z14

All of them have the same category.

Thank you!

Warm Regards,

Updating Business Info or Legal Entity

Subject: Book Boss & Co.: Legal Business Name Update

Dear Seller Executive Relations,

I'm writing on behalf of Book Boss & Co. -- Merchant Token ID: A1EJFYBB3XXQQP

Our Legal Business Name needs to be changed from the owner's name (Nikhil Rahul Daniels) & SSN to the new company name (BOOK BOSS LLC) and Employer Identification Number (EIN).

We updated our tax information during the second week of February and submitted our W-9, EIN, and Business Account Application forms. We mailed them too. Nevertheless, the legal business name remains the same.

We have called Seller Support twice now but gave us the same response of retaking the tax information interview but there's no option to do that, rather it's asking us to wait.

Please look into this issue and update our legal business name under legal entity to BOOK BOSS LLC

Here are the case IDs:

Case ID: 10221460871

Case ID: 10228467981

Warm Regards,

Browse Node or Category Change

Subject: Momstir: ASIN B09Y745TLQ, Incorrect Category

Dear Seller Executive Relations,

I'm writing on behalf of Momstir - Merchant Token ID: A14CUC1LRMCT6S

We have been dealing with changing the category of ASIN B09Y745TLQ to the following:

Beauty & Personal Care/Skin Care/Body/Sets & Kits

Its current category is chocolate. ASIN B09Y745TLQ is soap bars. We have sent multiple cases to no avail as we continue to receive rejections and template replies.

Please look into this issue and fix them.

Here are the recent case IDs:

Case ID: 10207526841

Case ID: 10243266651

Case ID: 10253050151

Warm Regards,

We can always send almost anything to Seller Executive Relations but remember that we should’ve sent cases to SC help first before sending emails to jeff@amazon.com.