Client Success Story
Streamlining Vendor Central Case Management For A Global Beauty Brand
- Reduction in Case Resolution Time
- 45%
- Reduction in Case Resolution Time
- Case Closure Rate Achieved
- 98%
- Case Closure Rate Achieved
- Improvement in Listing Visibility
- 90%
- Improvement in Listing Visibility
Client Overview
Established Beauty Retailer With a Broad Multi-Category Product Portfolio
The client is a recognized name in the global beauty industry, offering an extensive range of products across hair care, hair color, makeup, skincare, and fragrance categories. Positioned as a quality-conscious brand, they operate in over 50 countries. Amazon serves as one of their highest-volume retail channels, with Vendor Central as their first-party selling model.
Project Scope
Streamlining High-Volume Vendor Central Case Creation and Resolution
The client approached us with a clearly scoped requirement—take full ownership of their Amazon Vendor Central management and shorten the turnaround time on every ticket. Their internal team was spending a disproportionate share of its weekly hours on case administration, and leadership wanted that time spent on merchandising, forecasting, and customer experience.
We were briefed to manage a high volume of recurring issue types across the Vendor Central platform, including, but not limited to:
- Brand-to-Store page linking
- Product data updates
- Variations creation
- Merging or removing ASINs
- Brand name changes and updates
- SKU and UPC corrections
- Attribute updates
- Category reassignment or updation
- Item suppression handling
- Item & listing reinstatement
- Image uploads
- Aggregate reviews linkage
Key Challenges
Managing Resolution Delays and Case Handling Gaps in Vendor Central
Before bringing us in, the client had attempted to manage Vendor Central cases internally. Their team was capable, but the structural limitations of Amazon's vendor support model created recurring bottlenecks that no amount of headcount could fix. We inherited a partially resolved backlog and a ticket flow that needed a fresh, methodical approach.
The project involved several operational challenges that affected case resolution speed and accuracy:
- Amazon offers no live phone or chat support for vendors. Every issue must be logged as a written support case, which naturally slows first-touch resolution.
- Vendor Central's prioritization weighs heavily toward customer-side issues, and vendor-side tickets often remained longer in the queue despite their revenue impact.
- Support agents sometimes closed cases prematurely without a full resolution, forcing us to reopen threads or file new cases carefully to avoid duplication flags.
- Filing duplicate cases for the same issue is treated as a compliance breach and can trigger account-level warnings. Thus, every submission had to be verified against active tickets first.
- Multi-issue cases often received partial attention before being closed, requiring us to split each unresolved item into its own separate submission.
- Escalations to the correct internal Amazon team, such as catalog, retail, compliance, or brand registry, were time-sensitive and needed structured follow-up to prevent indefinite holds.
- Staffing specialists with an understanding of Vendor Central policy is difficult. Most eCommerce support talent is trained on Seller Central, not Vendor Central.
Solution Delivered
End-to-End Vendor Central Case Management With a Dedicated Specialist Team
We assigned a four-member Vendor Central specialist team to the account, supported by a QA lead and a senior escalation resource. The client conducted a structured onboarding program covering its product catalog, brand guidelines, and case-handling expectations, enabling our team to respond accurately and in line with brand standards from day one.
Our execution was organized around four core areas of work:
- 01
Case Creation and Submission
To initiate vendor support cases, our team accessed the client’s Vendor Central account. We reached the case overview section through the support options available in Vendor Central and submitted new queries to Amazon based on the issue type. Each case was tracked internally to avoid duplicate submissions.
- 02
Follow-Up
We treated case response time as a primary KPI. As soon as Amazon responded, the assigned specialist reviewed the answer within the same working day, added supporting evidence where needed, and pushed the case forward. Stalled threads were flagged for escalation instead of being left to idle in the queue.
- 03
Documentation and Trend Analysis
We maintained a shared case log with all relevant details, including dates, timelines, conversations, and attachments. This gave the client a clear record for revisiting unresolved cases and helped us identify recurring issues, feedback patterns, and areas that needed corrective action.
- 04
Escalation Protocol
For complex or delayed cases, we followed Vendor Central’s escalation process carefully, directing issues to the appropriate Amazon team, such as catalog, retail, compliance, or brand registry, along with the full case history. This helped avoid repeated back-and-forth and prevented resolution efforts from restarting unnecessarily.
Business Impact
Faster Resolutions, Higher Closure Rates, and a Stable Vendor Account
Within the first 90 days of the engagement, the operational impact was measurable across every metric the client tracked. Case throughput improved and case management shifted from reactive handling to a more structured and predictable process.
- Faster Case Resolution
- 45%
- Faster Case Resolution
- Through dedicated support and a structured escalation approach.
- Closure Rate
- 98%
- Closure Rate
- Achieved on all filed Vendor Central cases by optimizing communication and follow-ups on Amazon.
- Uplift in Listing Visibility
- 90%
- Uplift in Listing Visibility
- After resolving suppressions and catalog errors.