Violations & cases
Cases
A case is the persistent relationship between one seller and one product under a policy. What the case list and the case page show, and what a person can do from them.
Last revised
A case is not an incident; it is a relationship. One seller, one product, one marketplace, one policy scope — and inside it, every breach period that relationship has ever had. A case does not close when the seller raises their price. The period closes, and the case rests at Monitoring, so a relapse next month attaches to the same history rather than starting a fresh one.
Statuses
| Status | Meaning | Set by |
|---|---|---|
| Open | At least one breach period is active. Somebody should be looking. | The product, when a period opens. Never set by hand. |
| Monitoring | No period is active. The relationship is watched; a relapse attaches here. | The product, when the last open period closes. |
| Closed | Deliberately set aside. | A person. Never reached automatically. |
The case list
Compliance › Cases opens with five figures: open, monitoring, relapsed, the sellers involved, and how long the oldest active case has run; each opens the list filtered to it. The list shows each case with its reference, status, the product, the seller and its standing, its episodes (a relapse is called out), how far below MAP the open episode is now, how long it has been open, and when it was last observed. Filter by status; sort by clicking a column (last seen, open for, episodes, or below MAP), either way.
Case references
Every case has a reference such as CASE-2026-000042: the year it was opened and its number in your workspace that year. It never changes. Notices quote it, so a seller who replies can name the case. To open a case from its reference, type it into the search box above the case list.
The case page
Sections are in the order somebody working a queue needs them: the situation before the history.
| Section | What it shows |
|---|---|
| Header | Who and what: the seller with its standing, the product, the marketplace, the policy, the status. |
| Current period | What is happening now: since when, the latest price against the MAP, the gap, how many observations have attached, the weakest coverage among them. |
| Why it has not closed | The cure rule’s current answer, in words, with the count of compliant observations found against the count required. See Case lifecycle. |
| Evidence | The evidence packages for this case and their states. A package is requested from the confirmed candidate’s page. |
| Enforcement | Which notices exist for this period, what came back, and what happens next. Prepare notice starts the brand’s default sequence for the open period. |
| Timeline | Everything recorded against the case, oldest first, with timestamps in UTC. |
| Previous periods | Each closed period with its start, end, outcome and figures. |
What a person can do from a case
- Open the confirmed candidate and Request evidence for the period — Compliance Manager and above. See Evidence packages.
- Prepare notice — Compliance Manager and above, on plans that include enforcement. It drafts the next stage of the default sequence for a Brand Admin to review; it sends nothing. See Prepare a notice.
- Open the seller’s history, the product, and each observation that attached.
- Record the seller’s reply, place a hold, and see who a notice would go to — all under Enforcement. See Seller responses and Prepare a notice.
- Close this case — Compliance Manager and above. See below.
Closing a case by hand
Closing is a person’s judgement that the relationship needs no further action for now — resolved directly with the seller, the product delisted, counsel’s advice. Choose Close this case on the case page; the confirmation asks for a reason of at least eight characters and records it with your name and the time. The running period, if any, is closed as case closed — never as a cure, because nobody observed the seller raise a price — and every period, evidence package, notice and reply stays exactly as it was.
A closed case is not gone. A new below-policy offer from the same seller on the same product reopens this same case with a new period rather than starting another. To watch a closed case again without waiting for that, choose Resume monitoring, with a reason: the case returns to Monitoring. There is no “reopen”: a closed period stays closed, and a relapse is a new one.
There is exactly one case for one seller on one product under one policy scope, on one marketplace, so there are never two cases for one relationship.