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Using Your Case LogThe Case Log lets you track and manage cases you've submitted to Seller Support through a Contact Us form.
When you access Your Case Log, the main page will list Your Open and Recently Answered Cases.
The default view shows all cases that were opened or resolved in the past 30 days. For example, if you opened a case 31 days ago that was resolved in the last 30 days, it will appear in this list.
You can use the arrow above a column to sort by that column, such as Case Creation date or Case ID.
Case viewing optionsYou can use the following options to display only certain types of cases:
When you click the View or respond button on the Case Log home page, the Case Details page appears. The Case Details page provides:
Under the correspondence form, you can see the History of this Case. In the default view, the Contact Text column shows the subject line of each email message in the case. The plus and minus signs on each entry allow you to expand and collapse the message text. The email contact history does not display quoted text from previous messages or a historical view of any CC list changes.
Updating a case
Amazon updates a case when we receive new information from a seller. If you resolve an issue after writing to us, please let us know so that we can resolve the case.
Sending a new message
All case correspondence that you send to Amazon should be sent through the Contact Us form on the Case Details page. This ensures that your requests are dealt with quickly and accurately. You can use this form to reply to Seller Support contacts or to send follow-up messages about your issue. It is not possible to reply directly to emails that we send.
Assigning a new case owner
If you change the Primary E-mail address on a case, you change the owner and the case drops off your own case email filter. Any authorised user on your seller account can change the details of a case and send a new case contact.
Exporting casesAt the bottom of the Case Log home page you will see an Export Report button. Any cases that are displayed at the time you export are gathered into the report, including cases that are displayed on the next page. The report only shows the summary information and does not include message content or details such as CC recipients. A report cannot be generated if no zero cases are displayed in the Case Log. If you want to include expired cases in the report, you must filter or search for them before exporting.For example, if you filter your cases for a specific two week date range, only those cases will be contained in the report.
Your exported report will be a comma-separated values (CSV) file that you can open in Microsoft Excel or a similar program.
Case Log Glossary
Please use the e-mail address associated with your Amazon.co.uk Seller account.
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