BSR just disappeared out of the blue (Twice!)

Hi all,

I’m just wondering if anybody can helps with an issue we’re having on an own brand product. We’ve been selling his product for a little while now and, at first, everything was fine- we were selling the product steady away and the BSR reacted accordingly. 6 months down the line completely out of the blue, the product’s BSR completely disappears and sales are affected drastically (to the point that I think the only sales we were getting were PPC).

Call after call and case after case (not to mention all the time this takes) the BSR was restored, but not without countless ‘copy and paste’ responses and people on the end of the line claiming that it would be sorted. I think we just got lucky in the end and found literally the only person at Amazon who knew how to rectify it lol.

Anyway, 5 months later the exact same thing has happened again! I’ve now lost count of how many times I have called seller support trying to get this fixed, but it’s the same old copy and paste responses that I’m getting no matter how confident the person on the other end of the call is that they can “sort this issue”.

I’m now at a complete loss as to what we can do to restore the BSR (we are still getting sales on the product but, again, because of PPC rather than any organic sales I think).

Has anybody on here had the same issue and how did you rectify it please? I will be eternally grateful to anybody who has the answer for the steps we can take to restore the BSR - I didn’t have much hair before this issue and now I have significantly less

Thank you in advance!