Support Cases

Writing a Seller Support case is slow, and a badly written one comes back with a request for information you already sent. The Cases page drafts the case for you from the actual listing problem, then keeps track of what happened to it.

This feature is in early access. If you do not see it in your account yet, contact support to have it enabled.

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Drafting a case

Start from the listing problem, in the Action Centre or in Inventory. Rufusly takes the SKU, the ASIN, the marketplace and the actual error text, and writes:

• A subject line
• A case body written in the register Seller Support responds to
• A short "before you send" checklist of anything you need to confirm or attach first

Read it before you send it. The draft is a strong starting point, not a signed statement: you know things about the product that Amazon's error message does not say.

Bulk drafting

If the same problem hit a batch of SKUs, select them and draft cases for all of them in one go. Each one is written against its own SKU and error, not copy-pasted.

There is a limit of 20 case drafts an hour per account. Bulk runs count towards it. If you hit the limit, the run stops cleanly and tells you, and you can carry on later.

Drafting a case does not spend listing or image credits.

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Filing and tracking

Rufusly cannot file a case for you. Amazon has no API for opening a Seller Support case, so the last step happens in Seller Central.

1. Open the drafted case and copy the subject and body
2. Open the case form in Seller Central and paste them in
3. When Amazon gives you a case ID, paste it back into the row in Rufusly

Once the Amazon case ID is saved, the row becomes a direct link into that case in Seller Central, on the right marketplace. The case also shows as open against that SKU and ASIN everywhere else in Rufusly, so you do not re-raise a problem someone already reported.

Statuses

Filter by status, or search by SKU, ASIN, subject or Amazon case ID.

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CaseFlow AI browser extension

CaseFlow AI is a companion Chrome extension made by Rufusly. It puts a side panel next to Seller Central and does the copy-paste step for you:

• Fills the Seller Central case form from a case you drafted in Rufusly
• Picks up the Amazon case ID once Amazon issues it and writes it back to the matching Rufusly record
• Works across the UK, European and North American Seller Central domains

CaseFlow AI is in early access and is not yet listed in the Chrome Web Store. Contact support if you want access.

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Drafting from an AI assistant

If you have connected Rufusly over MCP, the draft_support_case tool does the same job from Claude, Cursor or any MCP client. Give it an issue type and a description in your own words, plus an ASIN or order ID if one applies, and it returns a ready-to-submit subject and body along with the direct Seller Central URL to open the case. See the Tools Reference page for the full parameter list.

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Brand scoping

The Cases page shows the brand currently selected in the sidebar. Switch brand and you see that brand's cases. You never see another brand's cases mixed in.