Before you open a case you'll want to investigate a few things. You'll notice the best responses from Seller Support, that have the most success, happen when you are able to present them with the actual problem. Once you have determined what the problem is, you can open a case with a template that is tailored to the specific problem you are facing.

If your template upload doesn't work, check for the following issues:

• Brand Name - Brand names tend to be case-sensitive. If they do not match exactly, that could block the upload. Even if it doesn't, the catalog team could re-orphan the listing because it doesn't match. 

• Duplicate Listing - Your orphan might actually be a duplicate listing. If you have an extension like RevSeller you can check on the Amazon sales page. If you don't, you can search the UPC on the Catalog page and see if it pulls up two listings. 

• Orphan is Missing Information - The size or color information may not be in the listing, or the department does not match the title.

Note: Before opening a case try looking the UPC up on Barcodelookup.com or upcitemdb.com, sometimes you'll find the missing information there. If not, you can request a bin check for more of the missing information.

Aside from this, all of the issues you'll need to open cases for are pretty straightforward.
If you do not see the case template you need, feel free to reach out through our Facebook group and we’ll help you craft one.