Guidelines for contacting Solution Provider Support

Tell us what you’re trying to do, what happened instead, and the steps that led to it.

For an SP-API error, include these details for one affected call:

• The full endpoint, including the host and path, and the HTTP method
• The API name, version, and operation
• The request ID and the UTC timestamp of the call
• The HTTP status code and the full error response
• Your application ID, the marketplace ID, and the SP-API region
• The merchant token of the seller you’re calling
• Whether the call was a sandbox request
• The feed ID or report ID for Feeds API or Reports API issues, or the submission ID for Listings Items API issues
• Request and response headers and bodies, with every credential value replaced by

We recommend reproducing the call in Postman, which shows whether the issue continues outside your application. To collect the details, open the Postman Console, select the request, and expand the request and response.

Copy the details into a .txt file and replace every credential value with <Redacted> before you attach it. For setup, go to Using Postman for Selling Partner API Models.

If the error happens on a website or portal page, such as Solution Provider Portal, attach a sanitized HAR (HTTP Archive) file that records the error. A HAR file records your browser’s network activity while the page loads.
To record one in Google Chrome:

1. Open an Incognito window and go to the page where the error happens. Don’t repeat the failing action yet.
2. Open Developer Tools (F12 on Windows, Cmd+Option+I on Mac) and select the Network tab.
3. Select Preserve log, then click Clear to start a clean recording.
4. Repeat the steps that cause the error.
5. Right-click the recorded rows and select Copy all as HAR (sanitized). Paste the result into a plain text file and save it with a .har ending.

The sanitized option removes cookies and login tokens. It doesn’t remove anything you type into the page. Don’t enter a real password, payment information, or personal ID while recording unless it’s required to reproduce the error. For detailed steps, refer to How do I create HAR files and console logs from my browser for an AWS Support case?

Don’t include refresh tokens, access tokens, Restricted Data Tokens, client secrets, AWS credentials, authorization headers, cookies, or signed URLs in a case, attachment, or screenshot. For guidance, go to Safeguarding Sensitive Credentials.

Tell us which solutions you’ve tried and why they didn’t work. That way we don’t suggest something you’ve already ruled out, and sometimes a small change to one of your steps fixes the issue.

• Less helpful: We’ve tried several things, but nothing works.
• More helpful: We followed the steps on [page URL], and the last step returned error XXXX.

Tell us what you want to achieve and include the full error message. A one-line question usually leads to follow-up questions, which slows down the resolution.

• Less helpful: I can’t get orders. What should I do?
• More helpful: When I call getOrders in the Orders API from Postman, I get ‘Error: Invalid parameters.’ The timestamp is YYYY-MM-DD HH:MM UTC and the request ID is XXXXXXXX. I want to retrieve all orders created in the last 24 hours.

We review every possible cause, including the call method, missing permissions, and temporary service issues. We might also suggest a different way to reach your goal.

Attach error logs and screenshots when you open the case. This is the fastest way to shorten the time to resolution. If you’ve changed your log format, tell us what changed. Before you attach a log or screenshot, check that it doesn’t show any credentials.

• API Type: Select the API type your question is about.
• Issue Type: Select the category that fits your question.
• API Section: If you select API Error as the issue type, select the API your question is about.
• Please describe the issue: Follow the guidance in Describe your issue.
• Related seller or developer ID(s): Enter the seller or developer ID that has the issue.
• Marketplace(s) involved: Enter the store where the issue occurs.
• Related API operation(s): Enter the operation you’re calling, for example getOrders.
• SP-API/MWS Application ID(s): Enter your application ID.

One team member handles a case at a time, so unrelated questions get answered faster in separate cases. For example, open one case about retrieving data and a separate case about rate limits. Keep closely related questions in one case. Our team member might suggest splitting a case.

If you ask about a resource that has been deleted, we might not be able to fully investigate the cause.

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.

Performance depends on your environment and workload, so we can’t provide general benchmarks. We recommend measuring performance in your own environment.

Share requests for new features or improvements in your support case, and we pass them to the development team. We can’t promise to build a request or notify you when it’s built, but your feedback helps us improve.

If our reply resolved your issue, or you resolved it yourself, note the resolution in the case and close it. Sharing what worked, including any fix we didn’t suggest, helps us resolve similar issues for other developers.