Standard CasesUpdated a year ago
This article offers guidance on managing cases within the Amazon Seller Central platform.
It is specifically designed for CSRs assigned to handle cases within the Amazon Seller Central platform.
Amazon.com and TheraGun on Amazon Seller Central
Amazon.com operates as a vast online marketplace offering a wide range of products directly to consumers or acting as an intermediary for other retailers. Among these products is TheraGun, which maintains an Amazon store through which customers can purchase devices and benefit from both Amazon's platform advantages and Therabody's industry-leading warranty.
Contacting Customer Service
Customers who purchase from the TheraGun Amazon store can reach customer service through Amazon's Seller Central platform or directly via Therabody.com.
Handling Cases on Seller Central
When customers contact Therabody through Seller Central, a new case is generated within Amazon Seller Central, and subsequently forwarded to the Amazon Support Queue in Gorgias. These cases must be managed within Gorgias and Seller Central, where designated CSRs review customer requests and communicate to resolve queries.
Logging into Seller Central
- Visit the Amazon Seller Central login page.
- Use the credentials provided, adjusting based on the locale (USA, Canada, EU/UK).
- Complete the Two-Step Verification by entering the OTP received from a Supervisor via Slack.
Navigating Seller Central
Upon logging in:
- Select the appropriate locale (e.g., US>TheraGun>TheraGun>Canada).
- Navigate to the "Messages" page to view customer inquiries and responses.
Message Handling
- Messages Inbox: View all messages, categorized by response needs, sent messages, and resolved queries.
- Message Content: Read customer inquiries (white) and CSR responses (blue); avoid using "No response needed."
- Order Information: Review order details, including IDs, products, quantities, and shipping/delivery dates.
Handling Cases
I. Assistance Requested via Seller Central
- Respond within 24 hours to warranty, return, or product inquiries.
- Use Gorgias to track and manage cases, merging duplicate entries.
II. Order Cancellation Request
- Handle requests to cancel orders through Seller Central.
- Verify shipment status; cancel orders not yet shipped via eFactory or DCL Pre-Shipment.
III. Product Inquiries
- Respond to customer questions posted on product pages promptly through Seller Central.
IV. Cases Not Requiring Response
- Identify and close cases like Return Authorization or Refund Initiated notifications without response.