Ever opened a Vendor Central support case and wondered where it actually went? H
By James Wakefield ๐ก ยท October 22, 2026 ยท Curated by George's Blog
Ever opened a Vendor Central support case and wondered where it actually went?
Here's the short version: a bot read it, classified it and routed it into a queue.
If the bot decided it was common (a pricing query, an image update, a delivery question), it went to a low-priority queue. Someone pulled a template, closed the case and nothing changed.
If the bot decided it was specific enough, it reached a category team. A junior associate looked at it. Maybe they tried something. Maybe they didn't have the permissions.
๐ง๐ต๐ฒ ๐ผ๐ป๐น๐ ๐๐ถ๐บ๐ฒ ๐๐ผ๐๐ฟ ๐ถ๐๐๐๐ฒ ๐ด๐ฒ๐๐ ๐ณ๐ถ๐ ๐ฒ๐ฑ ๐ถ๐ ๐๐ต๐ฒ๐ป ๐ถ๐ ๐ฟ๐ฒ๐ฎ๐ฐ๐ต๐ฒ๐ ๐๐ผ๐บ๐ฒ๐ผ๐ป๐ฒ ๐๐ถ๐๐ต ๐๐ต๐ฒ ๐ฎ๐๐๐ต๐ผ๐ฟ๐ถ๐๐ ๐๐ผ ๐ฎ๐ฐ๐.
And that person sits behind two layers of triage designed to stop you reaching them.
Amazon handles millions of cases a year. The system is built for volume, not for getting your listing fixed.
Knowing how the routing works won't solve it. But it stops you wasting three weeks reopening the same case expecting a different result.
Has a "resolved" case ever come back with the issue still there?