All case logs being marked as answered despite being answered
Hi all,
Is anyone else experiencing case logs marked as answered despite being answered?
I have been on the phone to Seller Support many times regarding this issue and have around 8 cases that are extremely important and they are being ignored.
Seller support have told me that the cases are being “transferred to the correct department” and will be marked as answered because of this, but not to worry because a new case ID will be given to me once they reply.
So, over a month later of waiting… there is of course no response 
Does anyone know a way to get around this? extremely frustrating!
12 replies
Seller_EJIX7rqDNQJi2
They are correct, a case being marked as “Answered” usually indicates that the issue has been forwarded to the relevant team and they are working on it.
Definitely don’t open any additional cases as doing so would be a violation of the Duplicate Cases Policy, which you can review here:
According to my own experience, some cases are taking weeks or even months to get resolved.
If you have any questions, try asking on the forum to see if someone would be able to help.
Seller_AaV01TGB99WUZ
From my own experience, they will never contact/answer you again.
Seller_Yja9oH7DLHk2I
I have the same issue.
They never answer. I have dozens of new cases that have been opened and closed. None of them have a title/description.
It is a shambles.
Seller_EJIX7rqDNQJi2
A case disappearing from your Case Log indicates that someone reviewed it and took action. They usually merged it with an existing case, especially if you opened multiple similar cases over the same problem.
Whenever I e-mail the Executive Escalations Department (Jeff, MD), I can see a case appear in my account but this then disappears once Amazon takes action or the department responds to me by e-mail.
Seller_YIuxLB6FPyaGJ
We were told that as Seller support is the “front line” they can’t really do anything. If the issue isn’t solved by running through their script they transfer the case to other departments to have a more in depth look.
That transferring action closes the support case because tickets cannot be assigned from our perspective to internal teams.
If you re-open the case then it just gets transferred back to seller support rather than the department that needs to look at it.
In our experience, it gets closed\transferred then you hear nothing, nothing gets resolved and no one responds, or you just get responses that don’t address the issue you’ve raised.
Seller_YSVJTvJFHSin4
Yes, I am most certainly experiencing case logs being marked as answered when they are answered.
Seller_sFEUMUfeW5484
One thing to watch for, if you have a lot of sales and are on all AMZ marketplaces, your inbox can soon become flooded with emails from Amazon in all different languages. For some reason, even though Amazon expect you to reply to buyers in their native language, the same doesn’t apply to Amazon.
Amazon if you’re listening, please send ALL emails to sellers in the language of the site they are based in.
