Guidelines for contacting Developer Support

In order to isolate the problem in the progress of the investigation, the problem may be reproduced and verified in the technical support verification environment. This is a very effective troubleshooting method.

In such cases, please provide us with the necessary code, usage data, and environment setting information to reproduce the problem, so that our investigation can proceed smoothly.

Example: “We are trying a lot of things, but they are not working.”

Example: “We have tried the steps in the URL below, but at the last step we got an error XXXX.
https://developer-docs.amazon.com/sp-api/docs/***/***"

Our support engineers may provide a variety of solutions. In such cases, the support engineer may provide a solution that has already been implemented and that you know is not effective.

To avoid this situation, please share the full details of any solutions you have already implemented, whenever possible.

As per the example, please also inform us why you have determined that the solution that has been implemented is not effective. Changing some of the procedures may make the response solution effective.

Example: “I cannot get order information using getOrders in the Order API. The error code is XXXX. What is the best way to handle this?”

If you are in a hurry, you might skip the explanation and ask a question, like just the first sentence. However, if the customer’s issue is fully and clearly reported, it will result in a quicker resolution.

Example: “When I called Operation GetOrders in Postman to do XXXX, I got the message “Error: Invalid parameters. Exceeding capacity limit” and it failed. What should I do?” The TimeStamp is 2022XXXX XX:XX (JST) and the Request ID is XXXXXXXXX.”

If your question is omitted, we will need time to verify the content. Please do not omit anything.

We will look into various possibilities such as wrong Call method, lack of Call authority, temporary failure of Amazon infrastructure, etc.

We may guide you to other ways to get closer to “what you eventually want to achieve.”

Example: “Timestamp of the time of occurrence is 2022XXXX XX:XX(UTC). The problem has now been resolved”

Example: “Timestamp of the time of occurrence is 2022XXXX XX:XX (UTC). It is still continuing.”

It is easier to isolate the problem, leading to a quicker response.

Please note that older problems may not be able to be investigated in detail.

Providing us with a wide range of error-related information will help us to resolve the issue as soon as possible.

Investigation of the OS or application is primarily the responsibility of the customer. However, technical support may request logs and screenshots to help isolate the problem.

Attaching logs and screenshots when initially creating a case will shorten the time required to resolve the issue.

If you have changed the format of the logs, please attach that information as well.

Select which API type “Marketplace Web Service (MWS) or Selling Partner API (SP－API)” you are asking about.

Select the type of question from “Getting Started, API Error, Throttling, SP API Migration, Documentation or General Inquiry”.

If you select “API error” in “issue type”, please select which API you are inquiring about.

Please check the points for making inquiries at the top of the page.

Please enter the seller or developer ID that you are actually facing the problem with.

Please enter the marketplace where you are having problems.

Please enter the API operation that is being attempted. （Example：Operation: getOrders）

Please enter your App ID.

Example: Ask about API acquisition information and throttling in one case. Create 2 support cases: 1 case for technical inquiries about API retrieval information and 1 case for inquiries about throttling.

One support case will be handled by one engineer at one point in time, so highly independent questions may be handled more quickly if they are divided into multiple cases.

Please list strongly interrelated questions in one case. Our support engineer may suggest dividing the support case into multiple cases.

If you inquire about a deleted resource, it may be difficult to fully investigate the cause of the problem.

If a service that crosses multiple accounts is not working as you expect, please submit your inquiry from each account, if possible, on both ends of the service. This may reduce the time it takes to resolve the issue.

If you submit a case from only one account Technical Support will not be able to check the settings of the other account. If this happens Technical Support may ask you to submit from the other account as well.

If it is difficult for the customer to isolate which of the two accounts is the problem we recommend that the customer submit from both accounts.

Failures are unpredictable and inevitable. Although our technical support team strives to analyze the causes, and reduce the incidence of infrastructure failures, it is difficult to completely prevent failures from occurring.

For this reason, we recommend “Design For Failure” (designing for failure).

We do not provide detailed explanations of failures. This is because we believe that providing detailed information on the cause of a failure does not affect the customer’s workaround and is not essential to solving the customer’s problem. Rather, we aim to quickly resolve your issues by showing you how to properly utilize our monitoring services and prioritize primary recovery.

Much of the “performance” depends on your environment and workload. Please understand that Amazon cannot provide general guidance.

We believe that actual measurements in your own environment may be an appropriate indicator.

Since it is difficult for developer support to provide guidance, we ask that you contact the related cases directly in relation to developer registration and application publication.

The department in charge will reply to you directly.