Retrieve and Review Selling Partner Support Cases

Learn how to retrieve a paginated list of a selling partner's Amazon support cases and then view the full details of a specific case. This tutorial covers listing cases with sorting and pagination and retrieving a single case by its identifier.

The Selling Partner Support API supports the SP-API sandbox, so you can test these calls against static sandbox responses before making live requests.

Prerequisites

To complete this tutorial, you need:

• Authorization from the selling partner for whom you are making calls. Refer to Authorizing Selling Partner API applications for more information.
• The Support role assigned to your developer profile.
• The Support role selected in the app registration page for your application.

Step 1: Retrieve a list of support cases

Call the listCases operation to retrieve the selling partner's support cases.

A successful response returns a list of cases. Each case includes the case ID, status (RESOLVED, TRANSFERRED, PENDING_MERCHANT_ACTION, or PENDING_AMAZON_ACTION), subject, contact information, timestamps (createdDate, lastUpdatedDate, and resolvedDate), and any scheduled appointments.

Record the id of the case you want to inspect for the next step.

Step 2: Retrieve the details of a specific case

Call the getCase operation with the caseId path parameter set to the case id you obtained in Step 1.

A successful response returns a single case with full case details, including its current status, subject, associated emails, timestamps, and any appointments. Each appointment includes its status (SCHEDULED, CANCELLED, MISSED, or COMPLETED), the phone number to call, the answering party, and the callback window (earliestCallbackTime and latestCallbackTime) during which Amazon support will call the selling partner.

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Note

If the caseId is missing or invalid, the operation returns a 400 error with an InvalidInput code. If the case does not exist, the operation returns a 404 error.