I haven’t been able to create a new case on Seller Support via email for a few weeks already - all I get is the option to Chat with an agent. Under certain circumstances, instant help via chat is helpful, but othe times, I very much prefer sending an email because they have to “forward it to the internal team” anyway (i.e. refunds issued for multiple unreturned units, several ASINs with many units in FC processing status, etc.).
Not sure if this is happening across the board?
We just tried. You are correct as there doesn’t seem to be a way to create an email case. It took us to a chat only.
After 42 minutes with the chat person, they decided that it needed to go up the chain.
8:44 PM
I have made this a priority and have reached out to experts on my team for more information. We will contact you as soon as we have an update or if any further information is required from your side.
Shritha
8:44 PM
We will follow up with you via email once they provide a resolution.
and it took a little while more just to get off …
8:50 PM
I understand your situation. The case will be open as the internal team needs to investigate your issue. Please get back to us with the details when you get time
In some ways, it seemed like a bot.
Edit: Just checked opened cases and it is opened via there and contains all of the chat discussion.
Couple weeks ago I was in the same situation, only Chat option was offered after I had to answer quite a few questions first, and then the AI (I assume) told me my answers were too long, so I had to re-do them a couple times to shorten them for “Chat” before the “Chat” would even start. Good thing it was a simple stranded inventory issue, and it was fixed either by a bot or a real person righ away.
Up the chain to the slightly-smarter bot?
Well … by 5:48am this morning, we got a case update. We highlighted the acknowledgement of the fact that a bot had changed the listing.
Hello from Amazon Selling Partner Support,
Thank you for contacting us regarding the incorrect attributes on your product listing for ASIN XXXXXXXXXX. I understand your request about the two incorrect measurements that appeared on your product page after our system update on March 5, 2026. You are correct that these attributes do not apply to your product.
On March 5, 2026, our automated catalog enhancement system incorrectly added these attributes to your listing. These attributes were not editable through your Manage Inventory page because they were contributed by our internal system rather than through your seller account.
Our internal team has acknowledged the issue and confirmed that the incorrect contributions from our automated system will be removed. The specific attributes being corrected are:
• “Ring Size: 8 inches” - This will be removed as your product is not a ring
• “Chain Length: 8 inches” - This will be removed as it does not accurately represent your customized item
Please allow 48 to 72 hours for these changes to be reflected on your product detail page. The corrections are being processed through our catalog system and will update automatically once complete.
We appreciate your patience and understanding as we resolve this issue. Thank you for bringing this to our attention and helping us maintain accurate product information for customers.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
Were you satisfied with the support provided?[Yes] | | [No]
Thank you for selling with Amazon,
Priyanka M.
Amazon.com Seller Support
As of this posting, “Chain Length” has been removed; however, “Ring Size” remains. We will see what happens in the next 48 - 72 hours.
Maybe they are using chat as level 1 now? Filter things out before going into the case pool.
Wonder how non pro sellers are being handled? They were always open case/email only
It definitely seemed that way or at least to get the issue documented in somewhat of a flow chart way. The only issue we have with it is the time involved in presenting the case to get it to the level of becoming a case … 40 minutes of which several minutes were just sitting there while the person/bot was “investigating”.
They did this a while ago as well.
Honestly it pisses me off because we have to waste more time with a Chat bot then by sending an e-mail.
Exactly my thoughts.
Now THIS is funny as hell. I decided to ‘update’ one listing using the Amazon “Enhance Listings” feature just to see what (if anything) it would do.
I almost immediately received a notice the ASIN was suspended for using terms that were not permitted!
Got on a chat and it took 25 minutes of back and forth with NO resolution until THEY had to remove the term that their AI had added!
Unreal stupidity…
This is an awful change.
Time to craft an AI bot, to handle the calls with the Amazon bot or 4 rupee per hour Amazon contractor.
I can still create cases using email. But, when I do get directed to Chat as my only reply option, I tell them that I cannot/will not do Chat, and that it has to be email.
This has worked so far. I just type my reply to them and tell them “No Chat.” Slightly more awkward, but we can still communicate with each other. Sometimes they do switch the whole case back to email, but not always.
I have never done a Chat with Amazon. Maybe I should try it someday just for fun.
More wasted time for the same useless answers.
You have a VERY strange definition of fun…
Fixed it.
Yeah, it’s not fun. If you do not send a message within 5 minutes of the last message from the Amazon rep, you are considered idle and your chat disconnects. The rep can disappear for 40 minutes and it’s “normal”.
Once here. Clearly not a human on the other end. That was a few years ago.
Follow up …
So one of the two issues with the listing was corrected, but the one showing Ring Size (item is not a ring) wasn’t corrected.
So after 72 hours, we reopened the case and asked them to remove the Ring Size. Amazon repsonded wanting to know what size was needed. We replied that it was a wrong attribute and needed to be removed as it didn’t apply to the product. Amazon acknowledged and said they had taken care of it. Upon looking at the listing, this Ring Size was still there but the Item Size was now removed.
Think next time we will try the call feature since the chat got us to email and the email didn’t get us anywhere.
