A listing is rejected during import
| What you see | Likely cause | Next action |
|---|---|---|
| Invalid ASIN | The identifier is not a 10-character Amazon ASIN or contains hidden characters. | Copy the ASIN from the product detail page and remove spaces or spreadsheet formatting. |
| Wrong marketplace | The ASIN is valid elsewhere but not in the selected regional store. | Choose the marketplace where the product and target reviews are visible. |
| Already assigned | The listing already belongs to another brand in the same client. | Confirm the current owner; correct the existing mapping instead of duplicating it. |
| Plan limit | The row is valid but active capacity is full. | Keep it paused, pause another listing, or change the client’s capacity. |
A large import was interrupted
Do not create a second import immediately. Reopen the existing import and check its stage and committed-row count. A commit is checkpointed and can resume after an expired worker lease.
If the manifest changed after approval, start a new staged import. The approved snapshot is intentionally immutable.
A listing appears stuck
- Confirm the listing is active rather than paused by the user, source, brand, billing state, or plan limit.
- Confirm the selected Amazon marketplace is correct.
- Check the last scan and next scheduled scan shown in the portal.
- Check whether the client account is past due or inactive.
- If the displayed schedule is overdue, contact support with the listing reference and visible status.
An agency cannot see a provisioned client
Check whether the relationship is still preauthorized. Provisioning does not expose a client to the agency. The verified client owner must accept the current operational authorization while the agency agreement remains current.
If access was revoked, only a new client-owner authorization can restore operations. A previous fee delegation does not automatically return.
Expected notifications are missing
- Confirm whether the category is operational, digest, billing, security, or ownership.
- Check the organization’s notification audience and the relevant user email.
- Remember that preauthorized relationships stay client-only.
- Billing and security messages remain client-addressed even when operational messages go to the agency.
- Check spam filtering and allow mail from the Review Magic sending domain.
A payment failed or a charge looks wrong
Open Billing & Plans and check the payment state first. A past-due account can pause new listing and processing activity until billing is restored.
For a disputed charge, collect the date, amount, client organization, case reference, and the reason it appears incorrect. Contact billing support before initiating a bank dispute so the evidence and authorization can be reviewed promptly.
What to send support
- Your client organization and, if applicable, agency name.
- The brand and ASIN or visible case/import reference.
- The Amazon marketplace.
- What you expected, what happened, and the approximate time.
- A screenshot with secrets, buyer information, and payment details removed.
- The reference ID shown on an error page.
Continue the task