Beauty Brand Case Management: How Vendor Central Support Services Cut Resolution Time by 48%

48%

Faster Case Resolution

98%

First-Contact Resolution Rate

90%

Improved Case Tracking Efficiency

The client

A Renowned Luxury Beauty Brand

Our client is a premium beauty brand that has established itself as a trusted name in the natural skincare industry over the past decade. With a diverse portfolio spanning organic facial serums, anti-aging treatments, botanical cleansers, and therapeutic body care products, they cater to health-conscious consumers seeking effective, chemical-free alternatives. Operating across international markets, including North America, Europe, and Asia-Pacific, the brand maintains a strong presence on Amazon with strict quality standards.

Project Requirements

Proactive Amazon Vendor Central Case Management for Reducing Case Resolution Times

The client approached us to streamline their Amazon Vendor Central case management process. Their internal team struggled with mounting operational inefficiencies — delays in resolving Amazon cases, repeated communication gaps, and limited visibility into ongoing disputes. They needed a strategic partner capable of managing Amazon Vendor Central cases end-to-end, accelerating resolution timelines, and protecting overall account health.

Key Case Types We Were Tasked to Manage:

  • Inventory discrepancies
  • Product pricing disputes
  • Listing inaccuracies and content errors
  • Shipping chargebacks and fee disputes
  • Incorrect product categorization or attributes
  • Brand name change and update requests
  • Outdated or inaccurate product information
  • Order cancellations

Project Challenges

Navigating Amazon’s Complex Vendor Central Case Management Ecosystem for Timely Resolution

The project required overcoming several operational and platform-driven challenges, such as:

No live support available

Amazon only offers case-based support for vendors - no phone or chat support. Every issue must be submitted through written cases with precise details and proper documentation.

Customer-first but vendor-limited support

Amazon prioritizes customer issues over vendor problems, so vendor cases often take longer to get attention and require strategic positioning and escalation workflows to get faster responses and resolution.

Premature case closures

Amazon sometimes closes cases before issues are fully solved. Such prematurely closed cases required careful tracking and resubmissions without violating Amazon’s account or listing policies.

Risk of account suspension for duplicate cases

Creating multiple cases for the same issue can result in account suspension. Each case needed to be carefully planned and evaluated before submission to avoid penalties.

Complex case escalation process

Difficult cases need to go through different Amazon departments, which creates delays. For successful Amazon case resolution, it was critical to know who to contact and how to follow up effectively.

Multi-issue case limitations

When cases contain several problems, Amazon often only solves some of them, requiring separate cases for each remaining issue while staying compliant with their guidelines.

Our Solution

Vendor Central Support Services Driving Compliance, Clarity, and Case Efficiency

We deployed a team of 6 certified specialists, each having expertise in Amazon Vendor Central case management, to work in rotating shifts for round-the-clock assistance. Our approach included:

01

Case Classification

We classified cases into categories (e.g., shortages, returns, catalog errors, invoicing discrepancies) and established priority tiers. This structured approach ensured critical revenue-impacting cases were addressed first, while routine cases followed a streamlined path.

02

Case Creation

Our Amazon Vendor Central support specialists accessed the client's account daily through secure protocols. We utilized both the main "Support" section and the "Review support cases" quick link on the homepage to navigate to the case overview page efficiently. Appeal for each case is crafted carefully with the required tone, structuring, and documents to drive more accurate Amazon responses and quicker case resolution.

03

Compliance-Aligned Submissions

To avoid rejections or premature closures, we ensured that each submission adhered strictly to Amazon’s Vendor Central guidelines. Every case was supported with complete documentation (invoices, shipment proofs, and communication logs), reducing the chances of resubmissions or compliance risks like duplicate filing.

04

Proactive Case Follow-up

Our team prioritized rapid response times for all vendor support cases. We monitored case status multiple times daily and responded to Amazon within hours of receiving updates. When Amazon requested additional information, we promptly evaluated their response, gathered the required documentation, and provided comprehensive supporting materials to significantly reduce the case resolution time.

05

Comprehensive Documentation

We maintained detailed records of all case interactions, including timestamps, conversation details, resolution timelines, and Amazon representative information. This extensive case management documentation served as valuable reference material for reopening cases when needed and enabled data-driven trend analysis to identify recurring issues and implement preventive measures for improved Amazon account management.

06

Escalation Procedures for Complex Cases

For complex cases requiring intervention from higher-level Amazon teams, we created a controlled escalation protocol. This included preparing escalation-ready documentation, tracking Amazon’s response SLAs, and ensuring every case was routed to the optimal Amazon support tier for faster resolution.

07

Transparent Reporting

Leveraging custom tracking dashboards, we provided the client with real-time visibility into open, closed, and escalated cases. This not only improved transparency but also enabled the client to forecast operational bottlenecks and align internal resources more effectively.

Project Outcomes

Leveraging structured workflows and subject matter expertise, we drastically improved case resolution efficiency. Our Amazon Vendor Central support services enabled the client to achieve measurable outcomes, such as:

48%

Reduction in Average Case Resolution Time

98%

First-Contact Resolution Rate for Standard Cases

$180K

Annual Savings in Operational Costs and Prevented Revenue Loss

90%

Increase in Case Visibility and Tracking Efficiency

Contact us

Struggling with Unresolved Cases on Amazon Vendor or Seller Central?

Our Amazon case management services help brands cut resolution time, maintain healthy accounts, and minimize revenue leakages. Request a free consultation to discuss your project’s scope and complexity.

Email logoFree Sample