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 marketplace value is invalid or unsupported; import does not confirm the ASIN is sold in that store. | Choose the marketplace where the product and target reviews are visible. |
| Skip duplicate | 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, billing is not active, the brand is paused, or client activation is not finished. | 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 but does not continue on its own; use the import’s continue or resume button to pick up from the last checkpoint.
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, and not in a case cool-down.
- Confirm the selected Amazon marketplace is correct.
- Check when the portal says the listing was last checked.
- Check whether the client account is past due or inactive.
- If the last check looks 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 only one staff member cannot see the client, check on the Team page whether that member is limited to specific client accounts.
If access was revoked, only a new client-owner authorization can restore operations.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, the relevant user email, and which message types are switched on in Notifications settings. Agency staff can also mute their own operational and digest 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 cannot start monitoring new or paused listings 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