Amazon putting our Item on Pre-Order incorrectly
@Ezra_Amazon @Kai_Amazon can you please help? For the last 3 days one of our items keeps incorrectly being placed on pre-order, the stock is already in fulfilment center's and was selling consistently until Wednesday of this week when amazon incorrectly changed the offering to show a pre-order date (with a delivery date in December)
After opening a case and speaking with an advisor on live chat the issue was resolved within a couple of hours, however on Friday the listing did the same thing and amazon had reset it to show a pre-order date, again an advisor resolved the issue and offered some steps to resolve it ourselves should it happen again - these have however not worked and once again our listing is incorrectly on a pre-order delivery date.
Even if we put stock on our own FBM listing it does not show as available to customers.
This is an error amazon are causing, providing false information to customers in relation to delivery dates and it is against competition laws. We are brand registered and the advisor we spoke with said "I can see that Amazon Retail suppressed the changes to the street date. But as you are the manufacturer and brand owner of this item, you should have precedence over this."
Can you please explain how and why this is happening and help fix this issue once and for all.
Thank you in advance.
@Spencer_Amazon
Amazon putting our Item on Pre-Order incorrectly
@Ezra_Amazon @Kai_Amazon can you please help? For the last 3 days one of our items keeps incorrectly being placed on pre-order, the stock is already in fulfilment center's and was selling consistently until Wednesday of this week when amazon incorrectly changed the offering to show a pre-order date (with a delivery date in December)
After opening a case and speaking with an advisor on live chat the issue was resolved within a couple of hours, however on Friday the listing did the same thing and amazon had reset it to show a pre-order date, again an advisor resolved the issue and offered some steps to resolve it ourselves should it happen again - these have however not worked and once again our listing is incorrectly on a pre-order delivery date.
Even if we put stock on our own FBM listing it does not show as available to customers.
This is an error amazon are causing, providing false information to customers in relation to delivery dates and it is against competition laws. We are brand registered and the advisor we spoke with said "I can see that Amazon Retail suppressed the changes to the street date. But as you are the manufacturer and brand owner of this item, you should have precedence over this."
Can you please explain how and why this is happening and help fix this issue once and for all.
Thank you in advance.
@Spencer_Amazon
6 replies
Kai_Amazon
Hi @Seller_7AsACuehXAmbI, Thank you for reaching out to us regarding the incorrect pre-order status of your item. I understand this is a frustrating situation. Could you pleased share your case ID with us? We would like to escalate this case.
Best,
Kai
Seller_7AsACuehXAmbI
Hi @Kai_Amazon thank you for responding, the case ID is 11578006592 and you will then be able to view the ASIN and see the issue we are facing which is costing us thousands of pounds in lost revenue.
Kai_Amazon
Hi @Seller_7AsACuehXAmbI,
Thank you for sharing your case ID. I understand this issue has significantly impacted your business, and I want to provide you with a comprehensive update.
Current Status:
- Our support team has implemented a system-level fix
- Your product is now correctly showing as purchasable
- We've identified unauthorized release date modifications as the root cause
Recommended Immediate Actions:
- Submit a report via Account Health - Report Abuse
- Open a case through Brand Registry
We will actively monitor your ASIN for the next several days. If you have any questions, please let us know.
Best,
Kai
Seller_7AsACuehXAmbI
Thanks Kai, the issue with the ASIN is not fully resolved. Whilst it is currently displaying the correct delivery date it has completely gone from organic search results even on our storefront.
This is also happening with another ASIN now so the products are only visible via sponsored listings. Is there a reason this would happen?
We will be raising a case through brand registry and reporting abuse on the listing.
Thank you
Seller_7AsACuehXAmbI
@Kai_Amazon not sure if you are aware but this hasn't actually been escalated at all. There is another team looking into this and we are being told it could take 10 days. Surely that's unacceptable even in Amazon's eyes?! New case ID 11586529632
Kai_Amazon
Hi @Seller_7AsACuehXAmbI,
Thank you for reaching out to us. I can confirm that our support team has escalated your case to the appropriate team for review. They are currently investigating your case.
Please be patient while they process your case. You will be notified once there is an update. If you haven't received any communication within the expected timeframe, please don't hesitate to let us know. we will follow up with the team.
Best,
Kai
