Got stuck on a task in Seller Central, can't figure out what an error means, or contacted Seller Support only to find you were talking past each other? This article is for sellers in that situation. We cover how to choose the right contact channel for your issue, the steps for submitting an inquiry, what information to include in your first message, and how to keep records built around the case ID. We also explain how to sort things out when an account suspension or appeal is involved.
The role of Amazon Seller Support: what it's called and what you need before contacting it
Amazon Seller Support (called Amazonテクニカルサポート, or "Amazon Technical Support," in Japanese Seller Central) is the support channel for sellers. It handles procedural problems in your selling operations, such as questions about using Seller Central, on-screen errors, corrections to product information, and trouble registering a bank account. On Amazon's official website and in the app, it also goes by the names セラーサポート and 出品者サポート (both of which translate to "Seller Support").
Amazon's official website lists three things to do when you run into trouble: check the Help pages, contact Seller Support, or ask a question on the Seller Forums. To contact Seller Support, you need to be logged in to Seller Central. If you can't log in at all, start by narrowing down the situation with the steps to check when you can't log in.
This article is based on Help pages, Amazon's official website, and the Amazon Services Business Solutions Agreement as of September 2026. Screen names, support hours, and other details may change, so please also check what is currently shown.
Quick reference: which channel to use for what
Depending on the type of issue, the channel, the entry point, and the record you're left with afterward all differ. Choosing the channel that fits your issue from the start reduces the back-and-forth.
| What you need help with | Channel / procedure | Entry point | What you'll have on record |
|---|---|---|---|
| Using the screens, error messages, correcting product information, trouble registering a bank account, etc. | Amazon Seller Support | Help (ヘルプ) > Get Support (サポートを受ける) | An email with your case ID, and your Case History |
| What an account health warning means, understanding policies, improving metrics | Account Health Support (a dedicated channel for Professional sellers) | The "Contact Us" (お問い合わせ) button on the Account Health (アカウント健全性) page | The date, time, and key points of the call (recorded by you; check the screen or the communication to see whether a case ID or similar is issued) |
| Appealing an account suspension | The appeal procedure | "Reactivate your selling account" (出品用アカウントの再開) at the top of the Account Health page | The email with the review outcome |
| The outcome of a Brand Registry application | Brand Support | In Brand Registry, "Support" > "Brand Support case log" (ブランドサポートのケース履歴) | Your Brand Support case log |
| You can't change your two-step verification settings (e.g., you lost your phone) | A separate procedure in which you submit identity documents (Seller Support can't process this) | The instructions in the two-step verification Help page | Copies of the documents you submitted and the date and time |
With Account Health Support, you enter your phone number via the "Contact Us" button and a specialist calls you, and the team is described as available every day of the year. How to prepare before you reach out is covered in preparing before you contact Account Health Support.
How to contact Seller Support: from checking Help to creating a case
STEP 1. Check whether Help and self-service tools can solve the problem
Help includes pages that summarize fixes you can try before contacting support. For example, the bank account Help page lists fixes for each message you might see, then directs you to contact support in cases such as when the account has been blocked, when verification has taken 15 business days or more (a guideline that applies only to bank account verification), or when the suggested changes didn't solve the problem. Some procedures, such as size charts, also have self-service tools you can use without going through Seller Support.
Seller Central also offers Seller Assistant (セラーアシスタント), an AI-powered conversational assistant you can use for preliminary research. However, because it can make mistakes, Help recommends verifying its answers using the source links they contain, and it explicitly states that you should not enter personal or confidential information. Likewise, don't post anything on the Seller Forums, a public space, that could identify your company or your business partners.
STEP 2. Open "Get Support" and select the relevant store
The FAQ on Amazon's official website describes the entry points as follows. Depending on the page, they may also be labeled "Contact Support" (サポートに問い合わせる) or "Contact Us" (お問い合わせ).
- PC: "Help" at the top right of the screen > "Get Support" at the very bottom of the screen
- Mobile: "Help" at the bottom of the screen > "Get Support"
- Amazon Seller app: the three-line icon at the top left of the screen > "Seller Support" (セラーサポート) > "Contact Seller Support" (出品者サポートにお問い合わせください)
If you sell in multiple stores (countries), for example, Amazon says that selecting the store where the problem is occurring when you contact support will route your case to the appropriate team. You don't need to sign in again to a different Seller Central domain.
STEP 3. If your issue isn't listed, describe it yourself
In the example procedure in Help, you choose "My issue is not listed" (私の問題は掲載されていません) under "Select the issue to resolve" (解決する問題を選択してください), enter the details in the field labeled "Describe your issue so we can connect you with the right support team" (適切なサポートチームにつなぐために問題を説明してください), and click "Next" (次へ). As the field name suggests, this description is what the team is assigned based on, so write it with the seven items in the next section in mind.
STEP 4. Choose a contact method
The example procedure in Help directs you to choose a contact method from "Email," "Chat," and "Phone." For phone support, you don't dial a number directly; instead, you enter your phone number and receive a callback, and there is no charge for the call. Amazon's official website lists support hours of 9:00 a.m. to 9:00 p.m. for phone and chat and says email replies are usually sent within 24 hours, but because that page doesn't show when it was posted, check the contact screen for the methods available to you and their hours.
Choosing by the nature of the issue, such as email for issues where you want to attach documents or keep a written record of what happened, and chat or phone for issues where you want to walk through the steps while looking at the screen, also makes your records easier to organize later. After a phone call, write notes immediately (an example follows later in this article).
STEP 5. Receive your case ID and track it in Case History
Once you submit the required information, you'll receive an email notification containing your case ID and the details. You can also check the same information via "Go to Case History" (ケース履歴に移動) on the Get Support page, or via "Help" > "Case History" (ケース履歴). Write down your case ID as soon as you receive it.
How to structure your first message: seven pieces of information to include
If your first message is missing information, the number of back-and-forth exchanges to clarify it goes up. For example, the Help page on incorrect information on a product detail page (Error 8541) asks you to send a copy of the error message, the SKU, the attribute you are trying to update, and evidence that the existing value is wrong (such as the product manual or a link to the manufacturer's website). For brand representatives and authorized resellers, it notes that you can include the ASIN, and it also lists product images in which the information is clearly visible as an example of evidence. The seven items below organize this approach into a form you can apply to other problems as well.
| Item | What to write | Tips |
|---|---|---|
| 1. Goal | What you were trying to do | One sentence, such as "I want to correct..." |
| 2. Screen | Which screen you were on and what you did | In the order you navigated the menus |
| 3. Message | The message or error code that appeared | Copy it exactly rather than summarizing it |
| 4. Target | SKU, ASIN, order ID, store | If there are several, list them |
| 5. Timing | Since when, and how many times it has happened | Include the date and time it last occurred |
| 6. What you tried | What you checked and tried on your own | Include the titles of the Help pages you checked and the steps you retried, with the results |
| 7. Request and evidence | What you want Amazon to do, and documents that support it | When requesting a correction, attach documents showing the existing value is wrong (such as the product manual) |
For attachments, indicating in the file name or message body which claim each one supports makes them easier for the team to review. Follow what the submission screen shows for accepted file formats and size limits.
Put only one problem in each case
Amazon's guidelines for contacting Seller Support ask you to create a separate case for each problem. This is because there are multiple teams, and issues are resolved more efficiently when each team is contacted about the specific problems it handles. The following is a hypothetical example of an inquiry that mixes two problems; it is not a real case.
Something's wrong with my product page, so please fix it. Also, my payments seem to have stopped since last month, so please tell me why. This is urgent.
It's unclear what is wrong with which product, and problems of different kinds have been put into a single case. Split the product information issue and the payment issue into separate cases, and apply the seven items to each. For checking payments and reserves, see organizing reserve notifications and your inquiry records. Here is a hypothetical rewrite of the product information inquiry (replace XX with your own information).
I can't update the "Size" value on a product detail page to the correct value, so I'd like to request a correction.
Target: Japan store, SKU XX
Steps taken: I opened the listing edit screen for this SKU, changed "Size" to the actual measured value, and saved.
Message shown: (paste the full error message)
Timing: Since [month]/[day], the same message has appeared three times when I performed the same steps.
What I tried: I checked the Help page for the error code, revised how the units were written, and resubmitted, but the result was the same.
Supporting documents: I've attached the relevant page of the manufacturer's product manual.
The principle from the appeal guidelines, which is to write concisely based on facts and avoid emotional language, is also worth following.
Decide your next step based on the case status: duplicates, reopening, and urgency
The guidelines also set out what to do after you submit: rather than resending the same content, act according to the status of your case.
| Case status | What to do | What to avoid |
|---|---|---|
| There is already a case under review for the same problem | Check its status in Case History | Creating a new case with the same content |
| You're under time pressure, such as an approaching deadline | Flag that case as "urgent" | Restating the urgency in a separate case |
| Preparing your reply or gathering documents will take time | Ask for the case to be kept open | Sending a reply before you have the supporting evidence |
| You have questions about a closed case or think it was handled inappropriately | Reopen that case | Creating a new case |
| You've been notified that "no further action will be taken" | Neither reopen the case nor create a new one; reread the notification to see whether a different procedure is indicated | Repeating the same request with different wording |
The guidelines also state that cases may be closed if you don't follow them. Help doesn't specify how long you can reopen a case or how many days it takes for a case to close, so don't rely on assumptions; check what Case History shows.
What to avoid when contacting support
- Creating a new account to get around restrictions and contacting support from it (this violates Amazon's terms, so don't do it)
- Giving explanations that don't match the facts, or altering the documents you submit
- Writing passwords or verification codes in your inquiries or shared documents
How to keep records: a case tracker and copies of notifications
If you organize your exchanges around the case ID in a "case tracker" like the one below, using a spreadsheet or similar tool, it becomes easier to explain the history later.
| Column | What to enter | Tips |
|---|---|---|
| Date and time | When you sent a message, had a call, or received a reply | One row per exchange |
| Channel and method | The channel name (such as Seller Support) and whether it was email, chat, or phone | Don't mix up channel names |
| Case ID | The ID shown in the email after submission | Cross-check it against Case History |
| Target and summary | Store, SKU/ASIN, and the problem in one line | Keep to one problem per case |
| Documents sent | File names and the date sent | Use the same names as your own copies |
| Guidance received | Key points of the steps or items to check you were given | Write what you were told, without mixing in guesses |
| Next action | Who will do what, and by when | Copy deadlines exactly as stated in the notification |
| Status | Under review, guidance received, resolved, reopened, no further action | Track appeal review outcomes separately |
Phone conversations don't leave a written record, so write down the key points right after the call. Here is a hypothetical example of such a note (not a real case).
[Month]/[day] 14:10–14:25 / Seller Support (phone, callback) / Case ID: XX
Target: Japan store, SKU XX
Key points of guidance: Asked to attach the relevant page of the manufacturer's specifications to this case as an additional attachment
Next action: Attach the document and reply to this case by [day] (owner: XX)
Status: Guidance received (unresolved)
Record "guidance received," "resolved," and "review completed" separately
Being shown how to do something by Seller Support is not the same as having the problem resolved, nor is it the same as the outcome of a review or appeal. Amazon says appeal review outcomes are sent by email, so don't record a review as "completed" based only on an explanation given over the phone or in chat. How you record the status also matters for later procedures. For example, when appealing a product condition policy violation that appears to have been caused by an FBA handling error, you are asked to send only the IDs of resolved cases as evidence, and cases for a bin check (a request to have the condition of your inventory at a fulfillment center inspected) whose investigation has not been completed are not accepted.
Keep your own copies of notifications
The notification center (通知管理センター) shows only notifications received in the past 30 days. Help also doesn't specify how long Case History is kept, so keep your own copies of important notifications and replies, for example as PDFs or screenshots. At the same time, check under "Settings" (設定) > "Notification Preferences" (通知設定) that your receiving email address and your "Emergency Notifications" (緊急通知) phone number are up to date.
Redact buyers' personal information in your records
Under the agreement, customers' personal information is always treated as "Confidential Information." The agreement sets out rules such as using Confidential Information only as reasonably necessary to use the services, not disclosing it to anyone except as required to comply with the law, and retaining it only as long as necessary and deleting it promptly once it is no longer needed. In your tracker and in any documents you show to outside advisors, redact buyers' names, addresses, phone numbers, and similar details. If you're unsure how much of Amazon's replies you can show to people outside your company, we recommend checking with a lawyer or other professional.
Sorting things out when a suspension or appeal is involved
For issues involving a suspension or listing restrictions, think of your Seller Support cases and the Account Health procedures as separate. To appeal a suspension, go to "Reactivate your selling account" at the top of the Account Health page and submit your appeal following the on-screen instructions (another page on Amazon's official website labels this "Reactivate account" (アカウントを再アクティブ化)). Amazon says a response to an appeal takes up to about two days (this is a guideline for when you'll get a response, not an indication of whether or when your account will be reinstated). If you're asked for additional information, submit it via "View Account Health requests" (アカウント健全性の要請を見る).
Amazon has not officially listed how far Seller Support can answer questions about suspensions. For example, on-screen problems such as the "Reactivate your selling account" button not appearing or an error when uploading documents should be taken to Seller Support as usage problems, while the substance of your appeal, such as the cause of the suspension and your corrective actions, should be communicated through the appeal procedure. If you can't find the appeal screen, see the steps to check when you can't find the submit button, and before submitting, see the checks to run before submitting a plan of action.
Under the agreement, when Amazon suspends or terminates your use of the services, you will be notified of the reason and your options for appeal, with some exceptions. First, save the notification and check what it says. We cover the overall process in an overview of the path from suspension to reinstatement, and how to tell review-related emails apart in how to read and distinguish review emails.
What to check when you're contacted by someone claiming to be Amazon
Under Account Health Assurance (アカウント健全性アシュアランス), which is available to sellers who meet certain conditions, you must get in touch with Amazon within 72 hours of being contacted to resolve an issue, and Amazon says it will reach out to you by both phone and email. Even if a message comes with a deadline, don't contact any phone number or URL given to you by SMS or phone. Instead, log in to Seller Central yourself and get in touch through "Contact Us" ("Call me now" (今すぐ電話がほしい)) on the Account Health page. Because some communications impersonate Amazon, also check the following points.
- Amazon doesn't ask for your password by email. Don't click links in emails, and don't provide your selling account or bank account information by replying or on a linked page
- To verify what you were told, log in to Seller Central from a bookmark or a URL you type yourself, not from a link in the email, and confirm that the same information appears in the notification center, Case History, or the Account Health page
- Messages that pressure you to act quickly, ask for your login credentials, or ask you to pay outside Amazon or with gift cards are described as red flags for impersonation
Amazon.co.jp's Help for buyers also explains how to verify a suspicious communication, for example by using the "Verify a Communication" (連絡を検証する) form.
Frequently asked questions
Q. Can I contact Seller Support if I'm on the Individual selling plan?
A. According to Amazon's official materials, the Individual plan is either not eligible or has limited access. The comparison table on the "Selling plans" (出品形態) Help page shows "support requests to Amazon Seller Support" (Amazonテクニカルサポートへのサポートリクエスト) as "Yes" for the Professional plan and "No" for the Individual plan. In the selling plan table on the official Amazon selling services website, "eligibility for phone or chat support" (電話またはチャットでの相談窓口の利用資格) is also checked only in the Professional plan column. Because the two sources describe the scope differently (support requests as a whole versus phone or chat), to see which contact methods are actually available on the Individual plan, check what "Get Support" shows.
Q. What should I do if I don't receive the email with my case ID?
A. First, check under "Help" > "Case History" to see whether the case was created. Also check your receiving email address under "Settings" > "Notification Preferences." Amazon says that if it can't send you emails, for example because your inbox is over capacity, an alert will appear on your selling account's home page.
Q. Are conversations with Seller Assistant also kept as cases?
A. The Japanese Help says you can view your chat history. However, the US Help explains that conversations within Seller Assistant do not create a case ID, and the Japanese Help pages also differ from one another in what they say about handoffs to a human representative. For issues where you want a case ID on record, it's easier to manage them by contacting support through "Get Support."
Q. What should I do if I receive guidance that differs from last time?
A. List each piece of guidance in your tracker along with its case ID, date and time, and key points, and write down where they conflict. If the case is still open, reply to that case with both pieces of guidance side by side and ask which one you should follow. If the case has been closed, reopen it to ask, rather than creating a new case.
Summary
Working with Seller Support goes more smoothly when you get four things in order: choosing the channel, your first message, how you handle cases, and your records.
- Use separate channels: Seller Support for usage, errors, and product information; the dedicated channel for account health; and the Account Health page for appealing a suspension
- Include the seven items in your first message (goal, screen, the exact wording of the message, target, timing, what you tried, and your request and evidence), and put only one problem in each case
- If a case is under review, check Case History instead of creating a new case; if you have questions about a closed case, raise them by reopening it
- Build a tracker around the case ID, and record "guidance received," "resolved," and "review completed" separately. Keep your own copies of notifications, and redact buyers' personal information
If you still can't get a handle on the situation after multiple inquiries, or if a suspension or appeal is involved and you're unsure how to proceed, consider consulting a professional early, using your tracker (with personal information redacted) and your saved notifications as a starting point.
Need help contacting support or handling an inquiry?
If your support inquiry involves an account suspension or warning, we can help you sort out your situation at no cost. Consultations are free, as often as you need.
Free consultation, 24/7 *This article provides a general explanation. The appropriate response in individual cases depends on the circumstances.
Further reading
Switching Amazon selling plans from Professional to Individual: fees and checks before changing Read article → 
Amazon Seller Agreement and Code of Conduct warnings: identifying conduct deemed a policy violation and corrective steps Read article → 
Contacting Amazon Account Health Support: preparation and questions for the call Read article →