Browse Node Issue - Amazon Incredibly Frustrating Problem!
One of our top selling products became unsearchable resulting in a a complete loss of sales pretty much overnight. I then asked Amazon what the issue was and was told the ‘browse node no longer exists or is inaccurate and I must provide a new browse node’. Ok no problem I thought, I located a new browse node and submitted as per their request. The next reply said ‘We have reviewed your suggestion and are unable to accept the suggested category browse node change to ASIN: XYZ. This product is assigned to the current category based on the detail page and how Amazon customers find products through search and browse.’
I’ve gone back and basically been told to submit a new browse node again, to receive the same message that they are unable to accept the browse node change. This has happened at least 8 times now, I’m literally stuck in a loop. I have tried to speak to a customer service agent on live chat and he wouldn’t even look at the case because he thought it was a duplicate issue.
There is no common sense at all here - they provide a solution to their own problem and then refuse to put the solution in place.
Anyone had a similar issue and can help on what to do next?
This is potentially £20k worth of sales a year I’ve lost and I’ve just ordered an extra 4000 units to keep me stocked up for the Christmas period. As a small company this could potentially be the nail in coffin to survival.
Thanks in advance.
2 replies
Seller_ae51e0CJoHqCX
What is important here is which one is it? IE " is it inaccurate" or “no longer exists?”
Understanding the answer to that question will at least lead you to the correct path.
The catologue team should be able to change the browse nodes but you may have to do a file upload of your products with the new browse nodes if these need to be changed. Once you do the file upload, this will create an error report saying it has failed due to the wrong browse nodes being entered. You could then ask to speak to the catologue team with a copy of the file along with error report and ask them to make the necessary change to the browse node along with a copy of the original reason why you need to change the browse node as per their request. Once this is done you should be able to re-upload the file again and hopefully this will take.
Seller_qFym404qCbUTD
We had this exact issue last year where Amazon assigned a new browse node to our ASIN allegedly based on customer searches and like you it made our product pretty much unsearchable completely tanked our sales
It took us about a week to sort out in the end but I’d say the key thing is to get past the first layer of seller support who have no understanding of the problem or ability to fix it.
As JR_Wristbands says, you need to get your issue referred to the catalogue team who were in the end able to fix this for us. We found the easiest way to do this was over the phone but you may be able to do this via seller central if you explicitly ask.
Good luck!
