ASIN Deleted - & Reviews deleted too!
Hello Jessica_Amazon
I’m directing this for help from you, as there was a case that you handled, it showed up in google search results. A long shot , but I’m still gonna give this a try as I see that you are still replying to cases & help resolve.
Amazon India doesn’t seem to be bothered even if a product listing was deleted by a mistake that was caused by the executive who was assisting me on call to add a variation to an existing product. While the amazon executive Debashruti C. was assisting me on call and I confirmed with her that I hope my reviews won’t be deleted. She confirmed it won’t be affected. And then she hung up the call to leave me deserted with the no clue of what exactly happened. There was no return call , no update on case. Absolutely nothing from their side . And in my multiple calls post this to Amazon - each executive had a different approach to the the issue and none had common ground or answer to what happened. It’s sad to disappointing and unprofessional to say the least on part of Amazon India to let executives learn at cost of the Sellers loss!
They just don’t have the option to restore. Which is very strange. I’m sure there is a backup somewhere, but they aren’t coming forward to help the sellers!
Amazon India doesn’t seem to be listening
Amazon India Case IDs - as on 30Nov2020 All have different replies.
{Moderator Edit (Jessica) case IDs removed}
Pls Help
Regards,
Deepak B
Seller_y8pE2DUzYwZsD
Thanks a lot Jessica for all the help & Clearanceshed that little bit of info on “Partial Update” was indeed very helpful and critical too. IMHO, to restore so as to not replace with a new data & restore old reviews, it was crucial. I would test this with a dummy product creation & see how it goes at a later point. 
So what I did was Put OLD ASIN & upload file. This failed (probably due to the Partial Update selection )
So I entered the SKU as well & as the ASIN & it succeeded this time ! Everything was restored along with images ,description & all of it!
Though, I have a different issue now…
As a buyer, I’m unable to add my own products to the CART,
After I click “Add to Cart” it takes me to the CART & says “Your Amazon Cart is Empty!”
I’m however able to buy products from other sellers.
And as of a minute ago - I tried this…
As a GUEST added the item to cart (success) & then logged in…
Then it gets me to page that also has this msg in RED .
“You appear to also be the seller of this item. We’re sorry, but Amazon Marketplace transaction rules don’t allow for buyer and seller to be the same person.”
So thank you both again for your timely help!
Regards,
Deepak
12 replies
Seller_y8pE2DUzYwZsD
Hello,
Anyone else there who can help resolve this issue, if Jessica isn’t available to assit!
Thank You.
Jessica_Amazon_
Hello,
Thank you for your post.
It is not possible for me to investigate the matter fully but I can give some advice.
Product reviews are tied to the particular ASIN they are left against. If the ASIN has been deleted then the reviews will not be displayed on the site. You need to recreate the listing ensuring you use the same EAN/ASIN. As I mentioned the reviews are tied to the specific ASIN so you need to make sure the same ASIN is recreated.
For products within a variation you need to ensure that the variation has been created correctly and all of the child items share the same category in addition to the parent ASIN. If there is a discrepancy then it is possible the review/s will not display on the page. Any reviews for ASINs in the variation will display on the site.
When you relist an ASIN or link ASINs in a variation it can take anywhere from 48-72 hours for the reviews to display on the site.
I hope this helps.
Thanks,
Jessica
Jessica_Amazon_
Hi Deepak,
Thanks for your reply,
Google will cache information for a certain period which is probably why you are still seeing the old data, this is outside of Amazon’s control.
Product reviews are tied only to the ASIN and will remain in the system even if the ASIN is not active. The SKU does not link to product reviews as the SKU is unique to each seller.
The issue you have is that the original ASIN was not listed with an EAN. When you attempted to relist a new ASIN was created as there was no specific data such as an EAN to link to the old ASIN.
I don’t work specifically on the amazon.in marketplace so I am hoping the upload process is similar. In order to relist the old ASIN of B07YGNKJ2G you will have to use an inventory upload file to do so. In the file from the 'Product ID Type’ column please select ASIN, you then need to enter the old ASIN that the product reviews were left against. You need to complete all the other required data as necessary but you need to ensure that you use the old ASIN in order to reactivate it.
I hope this helps.
Thanks,
Jessica
Seller_y8pE2DUzYwZsD
Thank you Jessica for the insight & and confirmation on the reviews part.
Upload via file is something new to me , so I’ll have a a support representative call me for that.
That said…Do I need to match the exact Product Name , Description or is ASIN number the only critical factor here to relist.
Meaning I only enter the ASIN number in the file, upload it and the system will automatically relist or activate the old listing with images, description and all?
Thanks again!
Regards
Deepak
Seller_KKcTTZzy6Jd6Q
Usually if you list with only the SKU and ASIN and then select update type as “partial update”, the file will automatically fill in the missing details for you (be careful not to select “update” in this situation or else it will replace the title/description/etc. with blanks). each different channel has a slightly different system for file uploads though so it might not be exactly the same for amazon.in
Seller_y8pE2DUzYwZsD
Thanks a lot Jessica for all the help & Clearanceshed that little bit of info on “Partial Update” was indeed very helpful and critical too. IMHO, to restore so as to not replace with a new data & restore old reviews, it was crucial. I would test this with a dummy product creation & see how it goes at a later point.
So what I did was Put OLD ASIN & upload file. This failed (probably due to the Partial Update selection )
So I entered the SKU as well & as the ASIN & it succeeded this time ! Everything was restored along with images ,description & all of it!
Though, I have a different issue now…
As a buyer, I’m unable to add my own products to the CART,
After I click “Add to Cart” it takes me to the CART & says “Your Amazon Cart is Empty!”
I’m however able to buy products from other sellers.
And as of a minute ago - I tried this…
As a GUEST added the item to cart (success) & then logged in…
Then it gets me to page that also has this msg in RED .
“You appear to also be the seller of this item. We’re sorry, but Amazon Marketplace transaction rules don’t allow for buyer and seller to be the same person.”
So thank you both again for your timely help!
Regards,
Deepak
Seller_64jziShTiTjOq
That’s correct. You cannot buy your own products and attempting to do so can get your account suspended: it counts as sales manipulation (trying to improve your product’s sales ranking to make it appear more popular than it really is) and is a prohibited activity under Amazon’s programme policies. You won’t be able to fool Amazon: they know who you are when you use the site
Seller_wCBNIkhq9oa2J
Yes just to clarify what has already been said; you cannot add your own products to your basket. The site will not let you. This is to prevent false sales ranking etc.
Seller_y8pE2DUzYwZsD
Thanks Stallion for the reply.
I was only verifying that I’m able to add product to cart , just to make sure all is working well!
And strangely, there was “no error msg” It just said “Your Amazon Car is Empty!” At least there should be a msg on screen for the limitation. So as a new seller, not aware of this … it would mean something is broken.
I wasn’t aware that I can’t do it for what ever reasons right - from Amazon’s point of view.
Secondly, I called up Amazon to get help on this issue & they too didn’t tell me about the limitation . I requested a call back not once by 3 times. Strange right ! The Support executives aren’t just doing their job right! Least expected… not sure is the training insufficient or the executive incompetent!
Seller_64jziShTiTjOq
Even that can get you into trouble and it won’t work anyway. At present you won’t get a callback - they’ve suspended that service as they are too busy
Unfortunately, Seller Support are known to be unreliable in their replies: they often appear to be unable to understand the problem or to offer the right solution. We suspect they are under such pressure to deal with their work as quickly as possible that they just copy-and-paste any vaguely relevant phrases. It is inevitable that they have to use standardised responses: there are so many staff, so many problems, many of which are identical or very similar, that it’s not sensible for Amazon to allow staff to create individual replies. You won’t therefore get any “Hello Deepak, how are you today? How are the wife and kids? Now about your problem…” type of replies
Seller_y8pE2DUzYwZsD
We need more of Jessica’s back in our country ,who at least are heading in the right direction of approach
to solve a issue. I have 6 cases opened up & over 10days of followup. And each case reply had a one standard mention - once ASIN is deleted - its deleted along with reviews, among other vague suggestions / assumptions / opinions .
There is still a case that’s unanswered an “Pending action from Amazon”. where the first executive said - he’d revert in 28hrs. with an update & when I replied to it , expecting an answer… the other executive said “So sorry for the inconvinienced caused by the agent from which you have recived the wrong information that you will recive the response within 24 hours.”
It’s very strange! to say the least.
And this is my 3rd such experience & every time it’s a new learning the hard way! I would be very very careful the next time I want some assistance from an Amazon executive & will have to take it with a pinch of salt!
Regards,
Deepak
