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Tricks for successful case management on Amazon

Alexander Ortner
Alexander Ortner
Principal Amazon Retail at DEPT®
5 min read
4 April 2019

What to do if something is not working properly on Amazon? When brand manufacturers cannot solve emerging issues on their own, they must contact Vendor Support. In this article, we will show you what constitutes effective case management.

Opening cases – how it works

There are several ways to open a case. The most common approach is via Vendor Central. By clicking on the “Support” button at the top of the screen, you get to the help page. There is a button down below saying “Contact Us”, which allows you to contact Amazon Support.

Alternatively, you can follow the quick link “Review support cases” on the Vendor Central homepage. This takes you to the case overview, where you can communicate a new query.

Possible reasons for opening a case are:

  • Upload video
  • Remove pictures
  • Content cannot be uploaded
  • Change brand name
  • Resolve Twister

Challenges in case management

A case is opened quickly – but what happens afterwards? First, you will receive confirmation that your case has been opened and is now being processed. Usually, a Vendor Support employee will answer your questions. You will receive an e-mail notification as soon as your ticket has been processed.

Note: Do not send a personal email to your Vendor Manager. Your message would simply go down and remain unprocessed. You should also refrain from making calls, as you wouldn’t reach anyone anyway.

As of today, it is more promising to open a case. Every request is tracked. Cases that contain relevant topics and concern vendor managers, supply chain managers, etc. are forwarded accordingly and land as tickets with the right recipient.

Among other things, problems arise when you do not receive feedback on your request or when your cases are simply closed without bringing about a solution. This may have the following reasons:

Problem too complex

A possible reason could be that your request is too wide-ranging. You will first be informed that the request is forwarded to the responsible department where a solution will be sought. Depending on the circumstances, this can take a long time. You will be informed at regular intervals that your case is in the appropriate specialist department and is being processed there.

Bulky case

If your inquiry concerns too many different topics, it is likely that Amazon Vendor Support will only process them at a later point in time. It happens that a case with several concerns is closed even though some problems remain unresolved.

Lack of initiative

A case that contains only the problem is usually not solved immediately. In general, it is beneficial to provide Vendor Support directly with a solution approach.

Vendor Central as a self-service platform

Occasionally, a Vendor Support employee may tell you to resolve the request on your own. More often than not, however, the problem cannot be solved independently.

Contradictory statements

The vendor support job has a high fluctuation rate. Not every employee has the same know-how. Due to the different levels of knowledge, contradictory statements are sometimes made, and the processing time may vary from case to case.

Tricks for case management

Handling Vendor Support correctly needs to be learned. Here are a few tips that can make case management easier for you and speed up the processing of your requests:

1. Choose the right time and language

Often, cases that are opened from Friday to Sunday are solved faster than during the week. Vendor support often handles them within a few hours. As a language for communication, you should stick to English right from the start – regardless of the language of your vendor account.

2. One case, one problem

If you have several requests, the basic rule applies: Always open a separate case. A Vendor Support representative receives countless requests per day. They are evaluated according to how many tickets they processed and solved in a certain time. It is to be expected that an employee devotes his time first to the cases that can get resolved quickly. A bulky case takes far more time.

3. Provide a possible solution

Generally, it is helpful if you communicate a problem with a corresponding solution approach. The support representative will simply process your request without having to deal with all possible options. In some cases, Vendor Support expects screenshots that indicate the problem. They are a welcome help if, for example, pictures are to be deleted. To do this, you will be asked explicitly for a screenshot in which the relevant images are highlighted.

4. Get a call

Depending on the scope of the problem, you can have a call arranged and talk directly to Vendor Support. Sometimes a case can be solved faster in this way than by writing. Following the phone call, the support employee writes down your request and opens a case independently.

5. Hang on

Occasionally, it takes some time for the processing to go through. Stay tuned and follow the ticket daily until the problem is solved. Every time Your request will be considered more urgent.

6. Reopen cases

Some cases are closed even though a solution has not been found. This usually happens after 14 days. Subsequently, you will be asked to create a new case. Instead, you should reopen the old case. Keep in mind that you usually only have a short period of time to do this.


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Principal Amazon Retail at DEPT®

Alexander Ortner