The philosophy
A marketplace case being closed does not mean the underlying business issue has been resolved.
Marketplace support systems are designed to close conversations, not to fix businesses. The suppression lifts, the ticket fades, the thread goes quiet — and three weeks later the same ASIN drops again. Case Layout exists because the record of what Amazon did is not the record of what your business needs. The issue is the primary record. Every Amazon case, note, attachment, and assignment lives beneath it until your team decides the problem is actually solved.
Founder story
Built by an e-commerce operator who lived the problem
I’m Nathan Sweet, founder of Case Layout.
For more than 13 years, I’ve helped consumer brands grow and manage their e-commerce businesses across Amazon, direct-to-consumer websites and other major marketplaces.
One recurring problem in Amazon operations is that support cases can be closed while the underlying business issue remains unresolved.
A listing might be reinstated only to become suppressed again. A shortage claim could be closed while the financial impact remains unrecovered. Case numbers, screenshots and responses become scattered across spreadsheets, inboxes and browser tabs.
Traditional support systems treat each Amazon case as the primary record. In practice, one business problem can generate several cases across Seller Central, Vendor Central and Brand Registry. When those cases are managed separately, the history disappears and teams are forced to start over.
I built Case Layout to change that.
Case Layout makes the business issue—not Amazon’s support ticket—the primary record. It gives brands and agencies one place to connect related cases, assign ownership, document root causes, measure financial exposure and keep an issue open until the resolution has been verified.
The platform reflects how experienced marketplace teams actually work—and gives them the structure that spreadsheets, inboxes and Amazon’s own case system never provided.
Because a closed case is not always a resolved issue.
Principles
Six rules the platform is built on
The issue outlives every case
A case is a conversation with Amazon. An issue is a condition in your business. Cases end; conditions persist, recur, and compound. Case Layout models the issue as the primary record and treats each Amazon case, note, and attachment as part of its timeline.
Closure must be earned, not received
An issue closes only when your team marks it verified. Amazon resolving a case is evidence, not proof. Status stays Open until the root cause is fixed, the symptom stays gone, and the financial impact is reconciled.
One issue can carry many cases
The same root cause often produces several Seller Central cases, Vendor Central disputes, and Brand Registry appeals. Each case gets its own timeline, assignee, and status inside the same issue, so the full history stays in one place.
Ownership is visible
Every case is assigned to a teammate. Every issue tracks priority, channel, category, ASINs, SKUs, product details, and estimated financial exposure. Nothing is buried in a closed support thread.
Operational work should be measurable
The dashboard turns open issues, open exposure, completed issues, failed issues, open cases, solved cases, and failed cases into daily bar charts. Click any KPI or any day to see exactly what is driving the number and who is assigned.
Built for one brand or many
Solo brands, Houses of Brands, and agencies each get the right board structure. Invite teammates, assign roles, manage brand boards, and keep every organization’s issues, channels, and categories separate.
Definition
What counts as resolved
Case Layout uses a single, explicit standard for closing an issue.
- 01Root cause is written down and attributed to a system, a policy, or a party.
- 02Each Amazon case is tracked with its own timeline, assignee, and status.
- 03A corrective action is applied and recorded, with an owner.
- 04The symptom is monitored through a watch window sized to the issue type.
- 05Financial impact and recovery are reconciled.
- 06An accountable person marks the issue verified — not the marketplace.