🕵️ Guess Who?
📋 Case Scenario: A seller contacts you because their product title is displaying incorrectly. You need to find out who is currently contributing the title attribute and what their reconciliation score is. You open a tool, enter the ASIN, search for the "item_name" attribute, and see a list of contributors with scores like 65.0, 52.0, and lower values. The contributor with the highest score has a green highlight showing it's winning.
📌 Question: What tool are you using?
CSI Blame-O
Why: CSI Blame-O is the primary tool used to identify the winning contributor for any ASIN attribute. It displays all contributors and their reconciliation scores, allowing you to determine who is winning and why.
📚 Resource: CWS NA Wiki — Catalog Corrections IIDP / Size Normalization (Blame-O section)
🌟 Bonus: In Blame-O, what does a "strikethrough" on a contribution mean?
Seller uploads a flat file to create a new listing. The processing report shows an error stating "Required Fields not met/missing" and the SKU was not processed. What error code is this?
Error 8058 — Required fields not met/missing. Even when fields appear complete, this error can also occur due to a write_product error (brand exclusivity conflict) that blocks the contribution silently.
Why: Error 8058 is one of the most common feed errors. The key learning is that it's not always about missing fields — write_product errors can trigger the same error code, requiring a different investigation path.
📚 Resource: CWS NA Wiki — Feeds and Reports (Error Code 8058) / Handle an Error Code 8058 Contact SOP
📋 Case Scenario: A seller contacted about a title update on ASIN B09XYZ1234. The specialist investigated, confirmed the seller is the Brand Owner, updated the title via Selection Central, and verified the change is reflecting on the detail page.
📧 Simulated Email Draft — Find 4 Errors:
We have reviewed your case regarding the title confusion on your ASIN.
After investigation, we found the issue and have updated the title as per your request. The change should be visible now. If you experience any further issues, please revert back to us and we will assist you.
We hope this resolves your concern. Please refer to our SOP for more details on title updates.
📌 Question: There are 4 errors in this email. Identify each error and provide the correct alternative.
Correct Alternatives
1 "confusion"
Prohibited word per Say This, Not That guidelines
✅ "concern" · "issue" · "inquiry" · "request"
2 "revert back to us"
"Revert" means to return to a previous state — not to respond
✅ "please feel free to contact us again" · "please respond to this email" · "please reach out to us"
3 "Please refer to our SOP"
"SOP" is internal terminology — sellers should never see internal acronyms
✅ Remove entirely · "For more details, please visit the Seller Central Help Page"
4 "We have reviewed" / "we will assist"
Use "I" instead of "We" to personalize and take individual ownership
✅ "I have reviewed" · "I will be happy to assist" · "I would be glad to help"
📚 Resource: CWS NA Wiki — Say This, Not That
You've completed all research on a catalog correction case. The seller's title has been updated, the change is reflecting on the detail page, and you've sent the seller a recap email confirming the resolution with a screenshot. What is the correct case status?
Resolved
Why: All aspects of the reported issue have been fully addressed, the resolution covers all relevant talking points, and supporting proof has been included. The case is complete.
📚 Resource: CWS NA Wiki — Case Handling (Case Status)
🌟 Bonus (+50 pts): What must you include in the recap email when resolving a case? (Answer: Summary of the issue, actions taken, and supporting proof such as screenshots.)
📋 Case Scenario: A seller has been trying to create a new listing for the past 3 days. Every time they upload their flat file, the SKU gets blocked. The processing report shows error 13013: "This SKU does not exist in your Amazon inventory." The seller confirms the SKU is brand new and has never been used before. You determine the SKU has accumulated residual data from repeated failed attempts. You open a tool, enter the seller's Merchant ID and the blocked SKU, and click "Remove." The tool clears all previous data history and non-retryable restrictions.
📌 Question: What tool did you use, and what critical check must you perform BEFORE using it?
🔍 RESOURCE CHECK TILE!
SKU Removal Tool. Before using it, you must verify the SKU is NOT already active in the seller's account — using the tool on an active SKU would remove the seller's contributions and offer.
Why: The SKU Removal Tool resolves blocked SKUs caused by residual processing data. The pre-check is essential to prevent accidental removal of active listings.
📚 Resource: CWS NA Wiki — Feeds and Reports (SKU Removal Tool section)
A 3P seller tries to list a product using a UPC they purchased from GS1. They receive an error stating the barcode doesn't belong to the brand. The seller is NOT the brand owner but has authorization from the brand to sell the product. What error codes could this be, and what SOP should you follow?
: Error 8566, 8567, or 8572 — GTIN Authority error / Barcode doesn't belong to the brand. Follow the "Troubleshoot a GTIN Authority or ISBN Error Code 8566, 8567 or 8572" SOP.
Why: These errors occur when the GTIN is not authorized for use with the specified brand. The seller needs Proof of Affiliation and a GS1 Certificate before escalation.
📚 Resource: CWS NA Wiki — Feeds and Reports (Error Codes 8566/8567/8572) + CWS NA Wiki — Product ID Issues
📋 Case Scenario: A seller's ASIN B07ABC5678 is search-suppressed due to a missing bullet_point attribute. The specialist investigated and found the seller is the Brand Owner. The specialist determined the seller needs to resubmit the bullet points through a flat file.
📧 Simulated Email Draft — Find 5 Errors:
I hope this email finds you well. I wanted to let you know that your listing is currently blocked because of a missing attribute. Our internal team has reviewed the case and we have determined that you need to fix your bullet points.
Unfortunately, I can't make this change on my end. You need to update the bullet points yourself through your Seller Central account. Make sure you do this within 48 hours or the listing may be permanently removed.
If you have questions, please contact my supervisor.
📌 Question: There are 5 errors in this email. Identify each error and provide the correct alternative.
1 "blocked"
The listing is "search-suppressed," not "blocked" — use accurate terminology
✅ "search-suppressed" · "currently not appearing in search results"
2 "Our internal team has reviewed"
Never reference "internal team" or "partner team" to sellers
✅ "After reviewing your case, I have identified that..." · "Upon investigation, I found that..."
3 "Unfortunately, I can't make this change"
"Unfortunately" should be avoided — use positive positioning
✅ "To resolve this, I recommend..." · "Here's what I suggest to get this resolved..."
4 "within 48 hours or the listing may be permanently removed"
False urgency and inaccurate timeframe
✅ "Once updated, the listing should reflect within 24 hours" · Remove the false timeframe entirely
5 "please contact my supervisor"
Never say "supervisor," "manager," or "advisor"
✅ "please feel free to respond to this email and I will be happy to assist"
📚 Resource: CWS NA Wiki — Say This, Not That + CWS NA Wiki — Catalog Corrections IIDP
You've filed a SIM ticket for a barcode removal issue. The ticket is still open and pending review by the resolver group. You've sent the seller an email explaining that the issue is under review. What is the correct case status, and what follow-up action is required?
PAA (Pending Amazon Action). The case requires an internal Amazon action — the SIM ticket is open and pending. Create a 2 business day follow-up to monitor the ticket status and update the seller.
Why: PAA is used when the resolution depends on an internal Amazon action (e.g., open SIM ticket, pending Andon response). The 2-day follow-up ensures the case doesn't become aged.
📚 Resource: CWS NA Wiki — Case Handling (Case Status / Follow-up Requirements)
📋 Case Scenario: A seller's listing has been search-suppressed for 5 days due to a missing "bullet_point" attribute. You investigated and found the seller IS the Brand Owner with a reconciliation score of 52.0. In CSI, the seller's contribution shows with a strikethrough. You followed the "Investigate a Brand Exclusivity Error" SOP but the issue persists. You now need to escalate by pulling a T4 Andon to a specific resolver group that handles brand exclusivity errors, search suppression due to missing attributes, and edit restrictions despite proper brand roles.
📌 Question: What resolver group are you escalating to, and what Andon Cord Skill do you select?
T4 Data Augmenter Catlock. Select Andon Cord Skill = VAS, Reason = "Brand – T4 Data Augmenter Catlock."
Why: This resolver group specifically handles brand exclusivity errors that prevent attribute updates even when the seller has the correct brand role.
📚 Resource: CWS NA Wiki — Catalog Corrections IIDP (Listing Errors section) + CWS NA Wiki — Andon Process (T4 Data Augmenter Catlock)
🌟 Bonus (+50 pts): What are three types of issues this resolver group handles?
A seller uploads a feed file using "Partial Update" status but enters the UPC as the product ID instead of the ASIN. The processing report returns an error about conflicting values. What error code is this, what caused it, and what is the correct product ID type for partial updates?
⚡ QUICK FIRE TILE!
Error 8541 — Matching Error / Conflicting values. Caused by using UPC instead of ASIN for partial updates. For partial updates, always use ASIN as the product ID type.
Why: Partial updates require ASIN as the product ID. Using UPC triggers a matching conflict because the system tries to match the UPC to an existing ASIN and finds conflicting data.
📚 Resource: CWS NA Wiki — Feeds and Reports (Error 8541 / Partial Update section) / Handle a Matching Conflict 8541 Error Code SOP
📋 Case Scenario: A seller contacted about a feed error on ASIN B08DEF9012. The specialist investigated and found the seller needs to resubmit a corrected flat file with the correct product type.
📧 Simulated Email Draft — Find 4 Errors:
Hi,
Thanks for reaching out. I looked into your case and it seems like there's an issue with your feed file. The product type is wrong and that's causing the error.
You need to fix your file and resubmit it with the correct product type.
I'll cut a ticket for you just in case. Also, I noticed your account was flagged for fraud so you might want to look into that too.
Let me know if you need anything else.
Thanks
📌 Question: There are 4 errors in this email. Identify each error. ⚡ You have 15 seconds — identify at least 2 to earn points!
⚡ QUICK FIRE TILE!
1 "You need to fix your file"
Directive and impersonal — partner with the seller
✅ "I recommend updating the product type in your flat file and resubmitting it" · "Here are the steps to update your file..."
2 "I'll cut a ticket for you"
"Cut a ticket" is internal terminology — sellers should not know about internal ticketing
✅ "I am reviewing your request and will follow up with any updates" · "I am working on this and will keep you updated"
3 "flagged for fraud"
"FRAUD" is one of two words we NEVER say to sellers — legal ramifications
✅ Remove entirely · If a legitimate concern exists, address it separately without using the word "fraud"
4 Casual tone / lack of structure
Missing professional greeting, case/ASIN reference, structured guidance, and professional sign-off
✅ Use seller's name · Reference the case ID and ASIN · Provide step-by-step guidance · Professional sign-off
📚 Resource: CWS NA Wiki — Say This, Not That (Two words we NEVER say + Terms sellers do not need to know)
You've investigated a size normalization issue and determined the seller needs to update the net_content_count attribute in their feed file. You've sent the seller detailed instructions on what to update. The seller has not yet made the change. What is the correct case status?
PMA (Pending Merchant Action). The resolution depends on an action from the Selling Partner — they must submit a corrected feed with the updated attribute.
Why: PMA is used when the next step requires the seller to take action. The specialist has provided all necessary guidance and is waiting for the seller to act.
📚 Resource: CWS NA Wiki — Case Handling (Case Status) + CWS EU Wiki — EU Mentored Production (Correct Case Status Usage)
📋 Case Scenario: A 3P seller receives error 8572 when trying to list a product. You've confirmed the seller has a valid Proof of Affiliation and GS1 Certificate. You opened the Catalog Issues Troubleshooter, selected "Barcode/Matching issues and GTIN exemption/validation → Whitelist a barcode → GTIN/ISBN → Single GTIN," and successfully cut a ticket. Now you need real-time support from a resolver group. You pull a T4 Andon — but you remember that you MUST have a ticket before pulling the Andon, and this group only operates during specific hours.
📌 Question: What resolver group are you contacting, what are their support hours, and what happens if you pull the Andon outside those hours?
T4 Matching 3P Clean-Up. Support hours: 5:00 AM to 5:00 PM PST. If you pull the Andon outside support hours, it will not be claimed — you must wait until the next business day within support hours.
Why: This resolver group handles GTIN authority errors (8572, 8566, 8567). A ticket must be cut BEFORE pulling the Andon, and the group only operates during specific PST hours.
📚 Resource: CWS NA Wiki — Product ID Issues (Error 8572 section) + CWS NA Wiki — Andon Process (T4 Matching 3P Clean-Up)
A seller repeatedly fails to add a new product. Each attempt results in the SKU becoming blocked. The processing report shows error 13013: "This SKU does not exist in your Amazon inventory." The seller confirms the SKU is new and has never been used. What is happening, what tool resolves this, and what critical check must you perform before using the tool?
🔍 RESOURCE CHECK TILE!
The SKU has become blocked due to residual processing data from repeated failed attempts. Use the SKU Removal Tool to remove all previous data history and non-retryable restrictions.
CRITICAL: Before using the SKU Removal Tool, verify the SKU is NOT already in the seller's account — using it on an active SKU would remove the seller's contributions and offer.
Why: Error 13013 occurs when a SKU has accumulated failed processing data. The SKU Removal Tool clears this data, but the pre-check is essential to avoid accidentally removing active listings.
📚 Resource: CWS NA Wiki — Feeds and Reports (SKU Removal Tool section)
📋 Case Scenario: A seller contacted via chat about an image issue on ASIN B06GHI3456. During the chat, the seller went idle for 6 minutes. The specialist had enough information to continue researching.
📧 Simulated Chat Log / Specialist Actions — Find 4 Errors:
[10:02 AM] Seller: "Hi, my main image isn't showing on the listing. Can you help?"
[10:03 AM] Specialist: "Sure, let me look into this for you."
[10:06 AM] Specialist: "Are you still there?"
(Seller does not respond)
[10:09 AM] Specialist closes the chat immediately.
[10:09 AM] Specialist marks the case as "Resolved."
[10:09 AM] No recap email was sent. No status updates were provided while researching.
📌 Question: There are 4 errors in the specialist's actions. Identify each error and explain the correct process.
1 Closed the chat after 6 minutes of idle time
Should NOT close immediately — if you have enough info to research, continue working
✅ Continue researching · Provide status updates: "I'm still looking into this for you"
2 No status updates while researching
Seller needs to know work is being done even if they're idle
✅ "I'm checking the backend for your image now" · "I found the issue — let me work on resolving it"
3 Did not present resolution before closing
Must present resolution → wait 5 min → check-in → wait 3 more min → THEN send email
✅ Present resolution → Wait 5 min → Send check-in → Wait 3 min → If no response, send recap email
4 Resolved without recap email
A recap email is required when the seller becomes unavailable
✅ Send detailed recap: summarize issue, actions taken, resolution, next steps · Place in appropriate status
📚 Resource: CWS NA Wiki — Case Handling (Seller Becomes Unavailable During Chat / Recap Email Requirements)
🌟 Bonus (+50 pts): How long should you wait after presenting a resolution to an idle seller before sending a check-in? (Answer: 5 minutes)
A case has been in PMA status for 4 business days. The automated reminder was sent on Day 2. The case has now routed back to you. The seller has not responded. Can you resolve the case immediately?
📌 Question: Can you resolve the case immediately?
🧠 MENTOR CLUE TILE!
No. You must first attempt a mandatory outbound call before closing any PMA case.
Steps:
1. Review the case and all previous correspondence.
2. Attempt an outbound call — this is mandatory.
3. Document the call attempt (date, time, outcome).
4. If seller is reached → continue case resolution and send personalized follow-up.
5. If seller is NOT reached → resolve the case and let them know they can reach back at any time.
6. Send a personalized closure message.
Why: The EU PMA process requires a mandatory outbound call attempt before closing any PMA case. Simply resolving without attempting contact is a process violation.
📚 Resource: CWS EU Wiki — PMA Process FAQs (Your Responsibilities as a Specialist)
A seller contacts you because their product title is incorrect. You check Blame-O and discover the winning contributor is a "Localization Augmenter." You know you need to follow a specific SOP to cut a localization ticket first, then pull a T4 Andon for real-time support. You cut the ticket successfully and pull the Andon. After 25 minutes, no one has claimed the Andon. You wait 5 more minutes — still no response. It's now been 30+ minutes.
📌 Question: What resolver group did you pull the Andon for, what SOP did you follow to cut the ticket, and what is the exact process when the Andon is not claimed within 30 minutes?
T4 3P-ASIN-Localization-Team. Follow the "Handle a Contact for an Attribute When the Winning Contribution Is from a Localization Augmenter" SOP. When the Andon is not claimed within 30 minutes: (1) Cancel the Andon, (2) Add the note "Cancelling due to waiting 30+ Minutes," (3) Submit a SIM to the CTI instead.
Why: Localization Augmenter contributions require a specific SOP and ticket before the Andon can be pulled. The 30-minute wait rule ensures cases are not left unresolved.
📚 Resource: CWS NA Wiki — Catalog Corrections IIDP (Localization Augmenter section) + CWS NA Wiki — Andon Process (T4 3P-ASIN-Localization-Team + 30-Minute Wait Rule)
A brand-registered seller uploads a feed to update bullet points on their ASIN. The processing report shows the feed was accepted (no errors), but the bullet points are not updating on the detail page. In CSI Blame-O, the seller's contribution shows with a strikethrough. What is happening, and what is the complete investigation and resolution path?
The seller's contribution is being blocked by a brand exclusivity conflict (write_product error) even though the feed was accepted without errors. The feed acceptance does NOT guarantee the contribution will win.
Investigation and resolution:
1. Check Blame-O — confirm the seller's contribution shows with a strikethrough.
2. Check for write_product error in CSI validator_issues.
3. Follow the "Investigate a Brand Exclusivity Error" SOP.
4. Verify the seller's Brand Registry role in the Brand Profile Tool.
5. IMPORTANT for bullet points: Even though they display as 5 separate attributes, bullet points are handled as ONE attribute — changing one requires resubmitting ALL five.
6. If the SOP doesn't resolve it, pull a T4 Data Augmenter Catlock Andon.
📚 Resource: CWS NA Wiki — Catalog Corrections IIDP (Listing Errors section + Bullet Points section) + CWS NA Wiki — Andon Process (T4 Data Augmenter Catlock)
🌟 Bonus (+50 pts): How many attributes do bullet points count as in the catalog system? (Answer: ONE — even though 5 display on the detail page, they are handled as a single attribute.)
📋 Case Scenario: A seller contacted about a variation removal on ASIN B05JKL7890. The specialist investigated and confirmed the removal is valid (wrong department — children are in Kitchen while the parent is in Home & Garden). The specialist needs the seller to provide a complete list of all 12 child ASINs to be removed. The specialist is placing the case in PMA.
📧 Simulated Email Draft — Find 5 Errors:
Hello,
We have reviewed your request to remove the child ASINs from the variation family. After our investigation, we have confirmed that the removal is valid.
Please know that we need you to provide a complete list of all child ASINs you want removed. Make sure you send the documents within 3 business days or the case will automatically be closed.
I spoke with our Catalog team and they confirmed the removal can proceed once we receive your list. We will process the removal after you provide the information.
Please revert back at your earliest convenience.
📌 Question: There are 5 errors in this email. Identify each error and provide the correct alternative.
🧠 MENTOR CLUE TILE!
1 "We have reviewed" / "our investigation" / "We will process"
Use "I" instead of "We" — personalize and take individual ownership
✅ "I have reviewed" · "my investigation" · "I have confirmed" · "I will process"
2 "within 3 business days or the case will automatically be closed"
Do not include timeframes in PMA emails — do not threaten case closure
✅ "please share the complete list at your earliest convenience" · "I will follow up with you to ensure we can move forward"
3 "I spoke with our Catalog team"
Never reference internal teams or partner teams to sellers
✅ "I have confirmed that the removal can proceed" · "After my review, I can confirm..."
4 "Please know"
Should be "Please note" or "Please be aware"
✅ "Please note that..." · "Please be aware that..." · "I'd like to let you know that..."
5 "Please revert back"
"Revert" means to return to a previous state — not to respond
✅ "Please feel free to respond to this email" · "Please reply at your earliest convenience"
📚 Resource: CWS NA Wiki — Say This, Not That + CWS EU Wiki — PMA Process
You receive an email case where the seller's question is unclear. You have the seller's phone number on file. Rather than sending an email asking for clarification (which could delay resolution by days), you believe a quick phone call would resolve the ambiguity immediately. Is this appropriate, and what process governs this?
📌 Question: Is this appropriate, and what process governs this?
Is this appropriate, and what process governs this?
✅ Answer: Yes, this is appropriate and encouraged. Outbound calls are NOT limited to PMA cases. The EU process encourages specialists to proactively make outbound calls on any case where it will benefit the Selling Partner and improve case resolution.
This includes: requesting more information on an email case, clarifying issues (including during chat), and any situation where a direct conversation would accelerate resolution.
The guiding principle is: "Use your judgement. If a call will help, make it."
Why: Many learners assume outbound calls are only for PMA follow-ups. This question teaches that proactive outbound calls are encouraged on ANY case type when it benefits the seller.
📚 Resource: CWS EU Wiki — PMA Process FAQs (Outbound Calls — Beyond PMA section)