I have a solution, as Amazon will often send a non-responsive reply, and mark a case “Answered” which forces you to chat or telephone “support”.
So, I “respond” which takes me to chat, and I paste in what I would have sent as an email.
I then add something like the below, which can also be pre-written:
"I’m sorry, but I must go, I expected to send an email, and do not have time for a chat - I realize that Seller Support cannot do more than explain how things SHOULD work, and cannot fix things when they don’t, so please escalate this case to the appropriate internal team.
Bye, now - gotta go!"
And I then end the chat. This has, 4 times in a row, resulted in an email reply, as Amazon has no other way to respond. So, it >> IS email <<, but the sending of the email is “via chat”.