Overview

Amazon has rolled out a new case‑based messaging system that separates buyer‑seller conversations into distinct, order‑linked cases instead of a single, ever‑growing thread. The feature is being introduced through an opt‑in banner in the Seller Central messaging inbox and will become generally available over the next several months, giving sellers a clearer way to track and resolve buyer inquiries.

Key Points

• Case‑Based Grouping — Each buyer message now initiates its own case that is automatically tied to the relevant order number and subject, such as a size‑related question on a recent shoe purchase.
• Case Resolution — After a seller answers the buyer, they can click “Mark as Resolved,” which moves the case out of the active queue while still keeping it searchable for future reference.
• Automatic New Cases — If the same buyer contacts the seller again on a different issue, the system creates a fresh case once the previous one is resolved, preventing unrelated topics from mixing together.
• Historical Access — Resolved cases remain visible in the inbox archive, allowing sellers to pull up past interactions when reviewing performance metrics or handling repeat‑buyer disputes.
• Opt‑In Rollout — The feature appears as a banner inside the messaging center; sellers can enable it with one click and can revert to the classic thread view at any time via the same banner.
• Team Collaboration — Cases can be assigned to individual support agents, making it easier for teams to see who is handling which buyer issue and to avoid duplicate effort.

How Cases Work

1. Case Creation — When a buyer sends a new message about order #123‑4567890, the platform automatically opens a case titled “Order 123‑4567890 – Shipping Question,” isolating that conversation from any prior chats.
2. Contextual Tagging — The case header displays the order ID, product name, and a brief topic tag (e.g., “Size Inquiry”), so the seller instantly knows the subject without scrolling through unrelated messages.