There's some automated stuff for routing but generally speaking you will be answered by a person. They may get blocs of text as prompts to use and the kinds of

There's some automated stuff for routing but generally speaking you will be answered by a person. They may get blocs of text as prompts to use and the kinds of responses they can give are quite restricted by their policies but they are still real people. Also in this case she thought she was compliant with the rules, but according to Amazon (which is not always reasonable) she was not compliant. Amazon support tends to send out these kinds of robotic emails that require a very specific phrasing in response (again, like I said elsewhere in this thread, similar to playing a 1980s/90s text adventure game). If you don't get the adventure game reference, in those kinds of games you would have to solve bizarre puzzles using a very specific syntax. If you had to open a lock with a key, you might have had to try a bunch of strings like >"use key in lock" > "You cannot do that." >"turn key in lock" >"You cannot do that." >"use lock with key" >"The lock opens. You can examine the drawer." Once she included the magic phrasing that Amazon requested, her account was unfrozen. You may think that this is just because she is some tiny author, but you would be mistaken. Even top ten US/international sellers with tens of millions of dollars of sales per year are held to the same silly standard and hitched up by robotic support people even when they pay over six figures for special reps at Amazon.