Frequently asked questions
Everything you need to know about managing Amazon issues with Case Layout.
What is Case Layout?
Case Layout is an issue-management platform built for Amazon Seller Central and Amazon Vendor Central. It tracks the business problem behind every case—ownership, root cause, financial exposure, and resolution history—until the issue is verifiably fixed, not just closed by Amazon.
Does Case Layout connect directly to Amazon?
Case information is currently entered and managed directly in Case Layout. This means you do not need to provide Amazon credentials or grant access to your Seller Central or Vendor Central account. Your team controls exactly what information is recorded and shared.
How is an issue different from a case?
A case is a conversation with Amazon. An issue is the underlying business condition. Amazon can close a case while the problem persists. Case Layout keeps the issue open and links every related case, note, attachment, and status change to it.
Which Amazon marketplaces does Case Layout support?
The platform is built around Amazon Seller Central and Amazon Vendor Central issue workflows. You can model any channel, category, or marketplace you operate in, and organize issues by brand board.
Can one issue have multiple Amazon cases?
Yes. A single issue can contain several Seller Central cases, Vendor Central disputes, or Brand Registry appeals. Each case gets its own timeline, assignee, status, and case number, while the issue keeps the full history in one place.
What statuses can an issue or case have?
Issues and cases use simple statuses: Open, Completed, or Declined. Open means work is active. Completed means the issue or case is verified resolved. Declined means it was rejected or determined not actionable.
How do I track ASINs and SKUs?
Every issue supports multiple ASIN or SKU line items. You can add, edit, and remove line items independently, so cases that span several products stay accurate and easy to follow.
Can I upload product photos or case attachments?
Yes. You can drag and drop or click to upload product images directly on an issue, and attach files to individual case timelines. Images and attachments are stored privately and scoped to your organization.
How does assignment work?
Each issue and each case can be assigned to a teammate. Owners and admins can invite users and assign them to boards. Members only see boards they are assigned to.
What roles and permissions are available?
Organizations have Owner, Admin, and Member roles. Owners control billing, plan limits, and destructive actions. Admins can manage teammates, boards, and most settings. Members work on assigned issues and cases.
Can I invite someone who does not have an account yet?
Yes. Owners and admins can invite users by email before they sign up. The invitation is stored as pending, and the user is automatically connected to your organization once they create an account.
What are brand boards?
A brand board is an organization workspace. It holds its own issues, cases, channels, categories, teammates, and logo. Plans limit how many boards you can create and manage.
What plans are available?
Single Brand is $39 per month for one organization. House of Brands is $99 per month for up to five organizations. Agency plans are custom—contact us for pricing tailored to your team.
Is there a free trial?
Yes. The Single Brand plan includes a 7-day free trial with no credit card required. You can start using the full platform immediately and add payment details when you are ready to continue.
How does billing work?
Billing is handled through Stripe. You can subscribe, upgrade, downgrade, or cancel from your Account settings. Subscription changes take effect at the next billing period, and cancellation stops access once the current period ends.
Can I change plans later?
Yes. You can upgrade or downgrade between self-serve plans at any time. If you need more organizations than a plan allows, switch to House of Brands or contact us about an Agency arrangement.
What do the dashboard KPIs show?
The operations dashboard shows Open issues, Open exposure, Completed issues, Declined issues, Total cases, and Total issues. Each card is clickable and filters the board so you can see exactly what is driving the number.
Is there a brand-level reporting view?
Yes. The Brand Dashboard shows issue and case progress over a selectable date range, including bar charts for open cases, solved cases, open exposure, and completed cases, plus team workload reporting.
Can I customize the appearance?
Yes. Each user can choose Light, Dark, or a custom color theme. Custom mode lets you edit individual color tokens and save your own palette across the platform.
Is my data secure?
Case Layout uses row-level security, organization-scoped access, and role-based permissions. Product images, brand logos, and attachments are stored in private buckets with signed access. Only members of your organization can see your data.
How do I get support?
Reach out to support@caselayout.com. If you are a platform admin or need help with billing, plan limits, or account access, our team can assist from the master admin side.
Still have questions?
Get in touch and we will help you decide if Case Layout is right for your Amazon operation.