Once you're onboarded as a client, you'll be assigned a dedicated account manager as your main point of contact. They'll walk you through our process, set expectations for reporting and communication, and connect you with the right specialists (PPC, SEO, listing optimization, etc.) for your account.
You can reach your account manager directly via email or your preferred communication channel (Slack, WhatsApp, or scheduled calls — whichever we've set up together). For general inquiries, you can also use the contact options listed on our website.
Our team operates across time zones to support clients in the UK, US, UAE, India, Australia, and other regions. While response times can vary slightly by time zone, we aim to respond to all client queries within one business day.
Most clients receive regular performance reports (typically weekly or monthly, depending on the service package) covering key metrics like ad spend, ACOS/ROAS, ranking movement, and sales trends. Your account manager will also flag any major issues or opportunities as they come up, rather than waiting for the scheduled report.
Yes, for most services (PPC management, listing optimization, account health monitoring) we'll need appropriate access to your Amazon Seller Central account. We'll guide you through granting user permissions securely, and you retain full ownership and control of your account at all times.
Yes. While we run structured optimization cycles, you can flag changes, new priorities, or concerns to your account manager at any time, and we'll factor them into the next optimization pass or address urgent items immediately if needed.
Reach out to your account manager as soon as you notice the issue. For urgent matters like listing suppressions or account health flags, we prioritize these and work to identify the cause and next steps quickly, since they can directly affect your sales.
Simply contact your account manager to schedule a call. We're happy to set up regular check-ins (weekly, biweekly, or monthly) or ad hoc calls whenever you want to review performance or discuss strategy.
Yes — reach out to your account manager to discuss adjusting your scope of work or package. We'll talk through what makes sense based on your current goals and account performance.
Having your Seller Central account access, a clear description of the issue (with screenshots if applicable), and any relevant order/listing IDs helps us investigate and resolve things faster.
Yes, if you sell across multiple Amazon marketplaces, we can coordinate support and strategy across all of them through a single account manager, so you're not juggling separate points of contact.
If something isn't resolved to your satisfaction, you can ask your account manager to escalate it internally, or contact us directly through our website to flag the issue — we take escalations seriously and aim to resolve them promptly.
