Amazon Case Management Services

As an ISO 27001 certified organization, we prioritize data security. All client information is handled through encrypted channels and restricted to authorized personnel directly involved in your project. We strictly adhere to non-disclosure agreements (NDAs) and follow secure data handling practices. Documents such as invoices, performance reports, or account screenshots are used solely for case-related purposes and are securely stored and deleted upon completion, if required.

While case management primarily addresses active issues, we also provide preventative support. After resolving a case, we analyze the root cause and share recommendations to prevent recurrence, whether it involves improving documentation, adjusting internal workflows, or maintaining performance thresholds. For our ongoing clients, we provide proactive monitoring to identify policy risks or metrics before they escalate into violations.

We need your case reference number, Amazon's original notification or suspension notice, and relevant account performance data. Depending on the case type, we may request invoices, supplier documentation, product authenticity certificates, or shipping records. If the case has been previously handled, we also review your submitted responses and Amazon’s replies to identify gaps or missteps. We provide a specific checklist tailored to your case type to ensure we have all the necessary information for a strong appeal, without requesting any unnecessary sensitive details.

In most cases, full access is not required. We work effectively using shared documentation and case history provided by the client. However, if a deeper case investigation or submission through your account is necessary, account access can be granted temporarily.

Yes, we frequently work with sellers whose cases have been previously denied. We start by reviewing Amazon’s response, your submitted documentation, and appeal language. Based on this, we identify what went wrong and develop a revised, compliant case strategy with stronger supporting evidence and improved positioning to enhance the likelihood of resolution.

Turnaround time depends on the case complexity and the availability of documents. For most standard cases, we prepare and submit appeals within 24 to 48 hours after receiving all required information. More complex issues, like account suspensions or multi-ASIN violations, may take slightly longer to ensure accuracy and completeness. We provide realistic timelines upfront, based on your specific case type and any documentation gaps that need to be addressed before submission.

Yes. Amazon account health management is a key part of our case handling process. We monitor your performance metrics—including ODR, late shipment rate, and cancellation rate—and step in early when thresholds are at risk. Our team investigates root causes and assists in creating actionable plans to maintain account standing and avoid deactivation.

We provide status updates at key milestones—initial submission, Amazon’s responses, follow-ups, and resolution. For ongoing or complex cases, we can provide updates every 24–72 hours or at your preferred frequency.