Items not appearing on prime search when the prime button tick box is selected
Hi All,
For almost 2 months now, our sales are a 10th of what they were pre May 2021. We discovered that all our own product listings which are on prime are not visible when you do a search and select the prime option filter button.
We have many cases open with amazon regarding the situation, however to no surprise, 2 months in and they are still “reviewing with their internal team” Amazon have accepted this is a fault on there part.
Has anyone else got this issue? - we are at the point of loosing so much money in sales, let alone the time its taking to call and email amazon every day. We just dont know what else we can do.
12 replies
Seller_u6h2JH0QwfEd0
Is this SFP and are you using Royal Mail?
Seller_gnubxPFEnuoPY
I have been posting about this as far back as 24th March. SS have been in complete denial. I had different people located around UK do searches for us and I even provided screenshots to SS. I finally resorted to emailing the MDs office and giving them the same screenshots, it did take 2 letters and they finally understood. They then confirmed, a couple of days later, that there was a technical problem that was being worked on and they couldn’t give a time when it would be fixed but said that if it wasn’t by 1st July to contact them again. The cases are all still open so I assume that it hasn’t been sorted yet.
Seller_MY9Q2p66Nnd6z
Yes us too. None of our SFP listings show when you tick Prime.
I have also noticed that on some days the Prime badge has totally disappeared from the listing depending on the day of the week. Eg. Thursday morning a SFP order would say due by Monday and as the delivery date is so long then Amazon remove the Prime badge. Instead it says “FREE Delivery for Prime members” but without the Prime badge from a customer point of view this does not look like a Prime order. We use RM T24 so even though the order will be despatched Thursday and should be delivered Friday, Amazon say it will be Monday as they treat T24 as 2 days and do not count Saturday. Very frustrating!
Seller_G5Z2luWpLTvdC
Its ridiculous, Evidently amazon dont care about there selling partners.
We are using DPD for our prime orders.
Seller_gnubxPFEnuoPY
Ours worked the other day and we got 3 SFP orders but when I checked again this morning, as there haven’t been anymore, it isn’t working using the Prime filter again. After all the faffing trying to get later collections and a Saturday one ready for the new Prime timetable due to commence next weekend I hope it is sorted properly this week. I am consoling myself by thinking that at least they are working on it which is why it appears to be going on and off.
Seller_u6h2JH0QwfEd0
Filters will be tied to the search index, with a store the size of amazons changes will take a day to propagate through all the CDN servers they’re using. Its also why people in different areas see different things because they’re being served by different amazon servers.
As @cdavies points out, and which happen to us; we also loose our prime badge thursday - sunday (no weekend operation). Which means it will be Sunday - Monday before reappearing in a fresh indexed search, which is essentially 4/7 days a week without Prime badge.
All theory of course.
Seller_FomTKEjCX7vI0
I just stumbled upon this thread after testing our SFP listings. 100% not working. Our products show on a normal search but when you select the Prime only checkbox they all disapear. They all have the prime badge so what on earth is going on?
Seller_gnubxPFEnuoPY
Just had this * Greetings,
Thank you for your continued patience. We are currently researching your issue in partnership with the responsible team and will provide an update as soon as any additional information becomes available.
That is in response to the last case I opened regarding this on 26th July.
I contacted the MD’s office regarding it on 11th June after unsuccessfully trying to get SS to understand the issue. SS tried to blame us and our settings. The MD’s office said that if it wasn’t fixed by 1st July to contact SS again as they were aware of the issue and it was being worked on.
Seller_y45fRYVqUzXmL
Hi all,
I have noticed this same problem too.
It looks like the listings that are SFP are not included in the search results when the prime filter is enabled.
But the listings which are dispatched by amazon from their fulfilment centers are shown in search results with prime filter enabled.
I know this isn’t a solution…but might explain why this problem is happening? And maybe some of you are able to send your stock to amazon for FBA until the problem is resolved?
Cheers…
Seller_w6wevyooKA8dx
Has anyone else had any news on this one? 
The last contact we had was an email advising it should be fixed as part of a search update on the site August/start of September, but this never happened.
I’m more suspicious this is done on purpose now to pull the customer back to Amazon retail and FBA listings but surely this cannot be right.
If a customer chooses to show ‘‘All Prime’’ it should show all listings whether SFP or not. @Jessica are you able to comment on this one?
