Key takeaways
- Check help pages before opening a case.
- One issue per case, with identifiers and evidence.
- Keep a case log.
- Use patterns to improve processes.
Know when to open a case
Use cases for issues you cannot resolve through Seller Central tools or help pages, such as listing blocks, payment questions, inbound discrepancies or account notices needing review. Check help pages first, because many questions have documented answers.
Avoid opening duplicate cases for the same issue, which can slow things down.
Choose the right category
Select the category and subcategory that best describes the issue so it reaches the correct team. If you are unsure, read the options carefully and choose the closest match. Misrouted cases often come back with generic replies.
Write a clear case
Structure the message so a reader can understand it without follow-up:
- One-sentence summary of the issue
- Identifiers: order, shipment, ASIN, SKU, case numbers
- What you expected and what happened
- Steps already taken
- What you want Amazon to do
- Attachments such as screenshots, invoices or tracking
Be factual and polite
Use neutral language and stick to facts. Avoid long emotional explanations or threats. Support agents work through many cases, and clarity helps them help you. Keep each case to a single issue.
Keep records
Maintain a log of case numbers, dates, subjects, responses and outcomes. Save copies of correspondence. This record makes follow-ups faster and helps you spot recurring problems that need a different approach.
Follow up and escalate sensibly
If you receive an unhelpful reply, respond in the same case with the missing information and a polite request for review. If the issue remains unresolved after reasonable follow-up, reference prior cases and escalate through available channels. Do not abandon a case without confirming its status.
Use cases to improve processes
Review your case log quarterly. Repeated cases about the same subject, such as inbound receiving or listing blocks, point to process changes that can reduce future contact. Update your SOPs accordingly.
A worked example
A seller has an inbound shipment where received quantities are lower than sent. They open one case containing the shipment number, packing list, tracking details, quantities sent versus received and photos of the packed cartons, and they state the specific resolution they are requesting.
Because everything needed is in the first message, the support agent can review without asking for more. The same issue described vaguely often takes several rounds of replies.
Your next three steps
Improve the cases you open.
- Use a template with a summary, identifiers, steps taken and desired outcome.
- Attach clear evidence such as screenshots and tracking.
- Keep a log of case numbers, dates and results.
Key terms
A few terms used above, in plain language.
- Case: a support request recorded in Seller Central.
- Identifier: a number such as an order, shipment or ASIN.
- Escalation: raising an unresolved issue to a higher level of review.
Worth remembering
Good cases are specific, evidence-led and polite. They make it easy for the reader to say yes quickly, which is the real goal of any support request.
Frequently asked questions
How long should I wait for a reply?
Response times vary. Note the expected timeframe in the case and follow up politely if it passes.
Should I open a new case if I am unhappy with the answer?
Usually reply in the existing case first, adding the missing information.
This guide is general information. Amazon's fees, policies and program rules change and vary by marketplace, so confirm current details in Seller Central and, for tax or legal questions, with a qualified adviser.