🔒 Case Study: Obstruction of Due Process – Phantom Case ID & Escalation Failure
📝 Summary of Events
Issue: Misclassified seller feedback on ASIN B0DXF38K5F (Amazon.ca)
Escalation Target: Email directed to Amazon CEO Andy Jassy
Outcome: Amazon confirmed receipt and assigned Case ID 17874968701, but the case does not exist in Seller Central and cannot be followed up.
🔷 Evidence 1 – Case Confirmation Issued
“We have received your email directed to Andy Jassy, and it will be reviewed by our expert team within 24 hours.”
— Amazon (Masziel M.), June 7, 2025, 8:09 AM
❌ Evidence 2 – Case ID Invalid in Seller Central
“Error: This is not a valid case for SHISS.”
📩 Evidence 3 – Replies Are Blocked
“We’re sorry. You’ve written to an address that cannot accept incoming e-mail. If you still need to get in touch with us, please do so using the customized case-related URL in the most recent e-mail we sent.”
Note: The referenced URL leads to the same invalid case number.
⚠️ Pattern of Obstruction
This is not an isolated incident. A similar sequence occurred in the Dove brand gating case:
- A case ID was confirmed but never appeared in the seller portal
- A 24-hour response was promised and never delivered
- Follow-up communication was blocked
These repeated occurrences reflect a broader pattern: Amazon’s internal systems simulate resolution without providing functional access or outcomes.
🔍 Findings
- Amazon acknowledges receipt of escalation
- A case number is issued, but is not accessible or valid
- All communication pathways are blocked or deflected
- No follow-up is provided and no agent is reachable
⚖️ Arbitration Commentary
This case demonstrates that Amazon’s seller escalation process lacks functional integrity. Case IDs are issued without back-end support, and communication channels are systematically closed. This reflects a breakdown in procedural due process and a failure to maintain a working dispute resolution framework as required under the Business Solutions Agreement.