Overview

Getting effective help from Amazon's Selling Partner Support can make the difference between a quick fix and days of frustration. Amazon has published specific guidelines that sellers should follow when opening and managing support cases, designed to streamline the resolution process and avoid unnecessary delays. Understanding these rules can help you get faster, more accurate responses from Amazon's support teams.

Key Points / What Sellers Need to Know

• Check existing cases before opening new ones - Always review your case log and check the status of any open cases before creating a duplicate. Opening multiple cases for the same issue actually slows down resolution rather than speeding it up.
• One case per issue - Amazon routes cases to specialized teams, and each team works most efficiently when they receive a single, focused contact about a specific problem. Bundling multiple issues into one case or splitting one issue across multiple cases creates confusion.
• Flag urgent cases appropriately - If your issue is time-sensitive, use the flagging option within your existing case rather than opening additional cases to get attention. This helps Amazon's team prioritize without cluttering the system.
• Reopen rather than duplicate - If you have questions about a closed case or believe it was handled incorrectly, reopen the original case instead of starting a new one. This preserves the full history and context of your issue.
• Request extensions when needed - If you need more time to gather information or respond to a case, you can ask Amazon to keep the case open rather than letting it close and starting over.

How the Case Management Process Works

Amazon's support system is built around a case log that tracks every interaction between you and their support teams. When you open a case, it gets routed to the appropriate specialized team based on the nature of your issue. Each team handles their own queue of cases, which is why Amazon emphasizes keeping one case per issue. When multiple cases are opened for the same problem, they may land with different teams or agents, leading to conflicting advice, duplicated effort, or cases falling through the cracks. The most efficient path to resolution is always a single, well-documented case that stays in one thread.