When you encounter an issue with a listing in Seller Central, knowing how to open a case can save you time and ensure your concerns are addressed promptly. Follow this guide to navigate the process.
Log in to Your Seller Central Account
Navigate to Seller Central.
Go to the "Help" Section
Locate the Help link in the top-right corner of the Seller Central dashboard.
Search for Your Issue
Use the search bar in the Help section to find resources related to your issue. Example: "Listing error."
Contact Support
Scroll to the bottom of the Help page and click "Get Support" or "Contact Us".
Select the Issue Type
Choose "Listings" and then select the specific problem you're facing, such as:
Listing not showing on Amazon
Pricing errors
Missing product images
Provide Details
Enter a clear description of your issue, including:
ASINs or SKUs of affected listings.
Error codes or notifications received.
Any troubleshooting steps you've already tried.
Submit and Track Your Case
Once the form is complete, click Submit.
You can track your case progress in the Case Log under the "Performance" tab.
Check Listing Errors in the "Manage Inventory" Tab
Review the error messages or warnings associated with your listing. Many issues, such as suppressed listings, can be resolved directly in this section.
Review Amazon's Listing Guidelines
Verify that your listing complies with Amazon's policies, including title, image, and pricing requirements.
Ensure Required Attributes Are Filled
Missing information, such as product dimensions or category specifics, can trigger errors.
Concern 1: "My case is taking too long to resolve."
Tip: Follow up by replying to the original case email or updating the case in the Case Log.
Concern 2: "Amazon closed my case without fixing the issue."
Tip: Reopen the case with additional details or request escalation to a specialist.
Concern 3: "I don't understand the error message."
Tip: Copy the error code and search Amazon's Help documentation for specific troubleshooting steps.
What should I do if my case is marked resolved but the issue persists?
Reply directly to the case email or open a new case referencing the previous case ID.
Can I call Seller Support instead of opening a case online?
In most regions, Amazon recommends opening a case online for tracking purposes. However, you can request a callback through the "Contact Us" section.
How long does it take for Amazon to resolve a case?
Most cases are resolved within 24-48 hours, but complex issues may take longer.
What information should I include when opening a case?
Include ASINs, SKUs, screenshots, and a detailed description of the issue.
