Chris McCabe interviews former Amazon seller account manager Jesur Habek, giving us a rare look into the tensions between Amazon teams
This post is by Chris McCabe, a former Amazonian and founder of ecommerceChris.com.
If you asked Amazon sellers what they fear the most, it would be having their account suspended. This is a rational fear, as suspensions are common and can come completely without warning – like a bolt from the blue.
We usually hear about suspensions from the seller’s point of view, but that only gives us a small part of the picture, based on the notoriously thin detail provided by Amazon. What do suspensions look like to an Amazon insider, with access to the teams who are actually responsible?
I worked for years on Amazon performance and policy enforcement teams, and this past month I spoke at length with fellow former Amazonian Jesur Habek. Jesur is a former Strategic Account Manager (SAM) in the consumables category at Amazon. The job of a Strategic Account Manager is to support sellers and help them grow their sales. Their interests are completely aligned to the sellers they work with, so they often need to take the position of an internal advocate for sellers’ interests at Amazon, and speak on their behalf to other teams.
Jesur told me about the the major pain points in his interactions with Seller Performance and Product Quality, and offered some advice to sellers on submitting their Plan of Action (POA) – the central document required when sellers appeal to Amazon for reinstatement.
I began the interview by asking Jesur about his experience defending sellers who have been wrongly suspended. Continue reading →
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