Amazon marketplace stands on four pillars.
Fist pillar is the web portal designed and developed by experts in UX (user experience) and UI (user interface)
Second pillar is sellers who offer extensive inventories of all imaginable products. Some of them customer friendly and offer comptative rates one can imagine. Sadly, A few of sellers are prone to cheat their customers and harm the reputation of Amazon marketplace. However, Amazon customer support team reigns in such sellers by suspending their accounts and punishing them in numerous ways. Being myself a customer who often shops at this platform, I am fully satisfied of incredible customer support offered by Amazon team.
Third pillar is support team (customer as well as seller) that honestly and in good faith resolves any issues between customers and sellers. However, Sellers Support team needs oversight and accountability. They should not be allowed to hack the system.
Fourth pillar is administrative system that keeps all the three pillars work coherently and coordinately.
However, there seems to be problem with some of the members of the reseller support team that dents Amazon brand image in the eyes of sellers. Some of them do not read the support ticket and send cut paste and generic replies.
I am writing this to express my concern regarding the handling of my recent support requests concerning the upload of my GSTIN certificate, Case IDs: 10424762052 and 10416158422. Unfortunately, the Seller Support team has not adequately addressed this issue, providing generic responses without breading my support ticket and fail to address the specific nature of my problem. This lack of engagement not only undermines trust but also reflects poorly on Amazon’s commitment to customer service.
Details of the Issue:
On January 17, 2024, I received my GSTIN number, which I attempted to upload to my seller account. However, the system showed an error message stating, “Your GSTIN number is invalid,” and further instructed me to “update your GSTIN details before requesting an OTP.” After multiple attempts, I sought assistance from the support team, who responded that my GSTIN certificate cannot be uploaded due to the lack of an FBA facility in Srinagar, UT of Jammu and Kashmir. This reasoning does not align with GST regulations or Amazon policies, as GSTIN is a PAN-India number, and many Amazon sellers in Kashmir operate without FBA services.
To clarify:
– **My GSTIN is applicable across India**, not limited by the regional location of my business in Jammu and Kashmir.
**FBA has nothing to do with GST uploading certificate.
– **Jammu and Kashmir is a Union Territory, not a separate state**, and thus is governed by the same regulations as any other UT, including those applicable to the Delhi region.
– **My GSTIN number is valid for e-commerce transactions throughout India.**
Please help me how to resolve this problem and tell me which higher authorities of Amazon India should I approach against Amazon Seller support team to make it accountable and effective.