Case Log

The Case Log is the Vendor Central tool where a vendor manages and tracks every support case they have submitted to Amazon or been copied on, with each case listed by its case ID, status, and status notes.

What it is

Each row in the Case Log is one case, and it carries six fields: the date the case was created, the case ID, the current status, any status notes, the primary email address of the case owner, and the short description written when the case was opened.

A Vendor Central case has one of three statuses: open, resolved, or expired. Read the status notes field closely, because a note there can mean one of two things. Either Amazon needs you to take an action before the case can move, or Amazon has reopened the case for further investigation, which means a case your team thought was finished can be back in play without anyone noticing.

If you came from Seller Central, its Case Log uses a different set of statuses: Open, Pending, and Closed. Many Case Log guides are written for sellers, so if a guide tells you to look for Pending cases, it’s describing the Seller Central tool. Vendor Central has no Pending status.

Where it lives in Vendor Central

The click paths that most Case Log guides give are Seller Central’s. Seller Central guides send sellers through Performance, then Account Health, then Case Log, and Seller Central forum answers point to Help, then Get Help. Neither of those is a Vendor Central path, so don’t expect those menus in your vendor account. Once you’ve found the Case Log in your own account, write down the path your team sees so the next person doesn’t have to hunt for it.

Why it matters to a vendor

A case that needs a response from you stalls until someone reads its status note, and a reopened case can sit in the log while your team assumes it was closed weeks ago. Check the log on a schedule and read the status notes on every open case so a request for information doesn’t go unanswered. When you follow up, quote the case ID from the log so Amazon can match your reply to the case it already has.

Chargeback disputes run on a separate track: they go through Reports, then Operational Performance, and they don’t appear as cases in the Case Log.

Related terms

• Chargebacks: Amazon’s compliance deductions, disputed through Operational Performance.
• Glossary index: the rest of the Vendor Central terms and InsightLeap metrics.