Why Was My Email Used To Open A Case?

Are you confused about a case that was opened using your client email? We are here to provide you with an explanation.

Firstly, we would like to assure you that we only charge and include reimbursements in our invoices that belong to cases initiated by our team, which can be easily identified by the case ID. Upon checking, we can confirm that these cases were indeed opened by our team.

However, we understand that you may still be confused about some "lost" cases that appear to be generated under your main account user's email. This is due to a recent change implemented by Amazon where certain types of claims are generated using a special link in Seller Central, known as a "tool". As a result, these claims are automatically generated under the main account user with a generic subject.

But don't worry, even though these cases may appear to have been initiated by you, you can still recognize the ones that came from our team by the distinctive body of the initial claim, which is different from the ones generated by the tool.

We hope this explanation helps clear up any confusion you may have had regarding the cases opened using your client email. Please do not hesitate to reach out to our customer support team if you have any further questions or need any assistance.