Sellers and consultants alike often complain that in communicating with Amazon i
By Chris McCabe · June 3, 2026 · Curated by George's Blog
Sellers and consultants alike often complain that in communicating with Amazon internal teams, "the left hand often doesn't know what the right hand is doing."
What do they mean exactly?
Well, they mean you call 5 times, and sometimes get different 5 different answers, which stirs up more confusion than clarity.
Why so many varying opinions?
It's a complex system of marketplace management/ policy enforcement, and while there are SOPs, an individual account investigator's interpretations may vary considerably from one of their peers.
Plus, you're not dealing with decision makers (unless you understand the escalation process, and you reach them directly), you're dealing with "buffer" teams who are there to talk to you about ASIN or account problems, not someone fully trained on resolving those problems.
This has been going on for a long time, years, really. So you know what you'll get when you invest time (or hope) in those solutions.
Time best spent elsewhere.
If you get conflicting answers, note it, and the name of the rep, and add to your growing list of past attempts to resolve it. Include the fact that you've previously appealed it using their advice, but received the same copy and paste answer.
Then focus all energies on escalations to those whose opinions, and appeals review work, matter.
With Prime Day inbound in 3 weeks, you can't afford to sit back, accept the advice you're given as gospel, and waste time.
You're risking the loss of high-grade ASIN revenue heading into, or during, a peak sales event. Why do that simply because you're stuck or unsure of which direction to go in?
Please, run it by us, even if you plan to handle it all in-house.
If you do run it from the back office, is it because you've done that successfully before? Is it a parallel situation? Was that actually resolved with a support case or emails into a general queue, or did you escalate it then too?
This is a make or break season for most smaller to mid-sized brands, and with the current state of marketplace competition, you need to get it right the first time.
Otherwise, lower sales and longer periods offline mean fewer dollars to pump into ads, marketing budgets, SKU expansion and other Amazon reinvestment. Don't get left behind!