Dear Amazon,
We are writing to express our grave concern and outrage regarding an error made by Amazon, which has severely damaged our business. The scale of this mistake is beyond what we could have anticipated, and it has had catastrophic financial consequences for us.
For over two years, we have been successfully selling through the Pan-European FBA program in countries like Italy, Spain, and France, with no issues whatsoever. However, to our horror, we discovered on December 30, 2024, that one of our key ASINs had been inexplicably switched from PAN-EU to EFN without any prior warning or explanation. We were never told that our product had become ineligible for PAN-EU, nor that it was now classified as a “Food” item. This change came completely out of the blue, and the financial impact has been nothing short of devastating.
We were never notified that this ASIN was being reclassified or moved out of the PAN-EU program. If we had been informed, we could have taken action immediately:
- We could have raised our prices to compensate for the increased costs,
- We could have converted the listing to FBM,
- Or even stopped selling entirely to prevent further loss.
Instead, we were left completely unaware—only to discover the issue after the damage was already done. We are now facing €19.43 in logistics costs per order, instead of the regular €9.32. This results in an extra €10.11 per order, and given that we sold thousands of units during this period, we were forced to sell at a direct loss, destroying our margins and pushing our business into an incredibly vulnerable position.
The most alarming part is that only this one ASIN was affected by the change—while the rest of our products in the same category continued to operate under PAN-EU. This is completely inconsistent and highly questionable. Moreover, once we flagged the issue, Amazon immediately restored the ASIN to its correct PAN-EU status, which confirms that the switch was in fact an error on Amazon’s part. A mistake that has now cost us over €60,000.
We are now two months into trying to get this resolved. We have sent more than 20 messages and received nothing but standard, automated responses that completely ignore the gravity and complexity of our situation. These are clearly generated by automated systems, and not once have we been put in contact with a dedicated, qualified Amazon representative who could handle an issue of this magnitude.
With such severe financial damage, we had every reason to expect Amazon would escalate this matter to a professional legal or account support team that could actually offer a solution. Instead, we are left chasing replies, repeating ourselves, and being met with robotic responses that waste time and offer no resolution.
We urge Amazon to take immediate, decisive action. This is no longer just an operational hiccup—this is a crisis, and we expect accountability and compensation for the losses we have suffered. If no resolution is provided soon, we will be forced to pursue legal steps and bring this issue to wider public attention.
Regards
Pinned by community manager