The “Case overview” page presents a detailed overview of a case including key details, case history, and case description.
The "Case overview” page can be accessed via the "New cases”, "Action required", or "All cases” pages. The page is opened by clicking on the "View case" button, identified by an eye icon at the beginning of the corresponding case row (or the “Update” button, identified by a pencil icon – for the cases with "Customer action required” status).
Note: If valid Amazon Seller Central permissions are not provided for an Amazon seller account, all cases associated with that account are unavailable for viewing and editing. Case details are blurred in the table, and an explanatory tooltip is displayed when hovering over the action icon.
The “Case overview” page consists of three components:
1. Case info panel: It consolidates the read-only information associated with the case.
2. Message form: It presents a comprehensive view of the current status and historical developments of the case.
3. Case description: It provides other additional text templates or information required for managing the case on Amazon Seller Central.
1. Case info panel
Below is a table listing all fields with data provided by the case info panel.
| Field | Description |
|---|---|
| Status | The current status of the case. |
| Account | The name of the Amazon account associated with the case. |
| Marketplace | The Amazon marketplace associated with the case. |
| Case type | The type of the Lost & Found case. |
| Shipment ID |
The unique shipment identifier assigned by Amazon for tracking purposes. *Applies only to the “Inbound shipment” cases |
| Amazon order number |
The unique identifier assigned by Amazon for tracking orders. *Applies only to the “Order” cases |
| Estimated reimbursement | The projected reimbursement amount calculated by the Lost & Found service, displayed in the currency of the marketplace associated with the case. |
| Actual reimbursement | The actual amount of reimbursement received for this case. |
| Creation date | The date when the case was detected by Lost & Found. |
| Submitted to Amazon | The date when the case was submitted to Amazon. |
| Amazon case ID | The unique identifier assigned by Amazon upon case submission. |
| FNSKU | The Fulfillment Network Stock Keeping Unit (FNSKU) is the unique code used by Amazon to describe barcodes to track FBA items. |
| ASIN | The Amazon Standard Identification Number (ASIN) is a 10-digit alphanumeric product identification number with a link to the product page on Amazon. |
| SKU | The Stock Keeping Unit (SKU) is the unique alphanumeric code used by Amazon to identify a product for inventory and sales purposes. On rare occasions, two different marketplaces may have the same SKU. |
| Quantity | The number of items associated with the case. |
| FNSKU Price | The price per FNSKU for the product associated with the case, displayed in the currency of the marketplace associated with the case. |
2. Message form
The "Message" form is designed to present the chronological progression of a case, providing up-to-date information on case-related activities. As modifications occur, the form dynamically updates to reflect these changes, with each entry in the case history corresponding to a specific case event, ordered chronologically with the most recent events displayed at the top.
If a case has the “Customer action required” status, an additional input field will appear below the status information. Use this field to provide any information to Lost & Found by entering the text or add any related files, by selecting the attachment icon. This field shows the instructions for the information required. Read the provided instructions, before submitting your response.
3. Case description
“Case description” offers the text templates required for managing the case on Amazon Seller Central. The language of the text provided within the “Case description” section is defined by the language of the case’s marketplace.