Featured Box Inactive Post ODR Repair
ODR went above 1% about 2.5 months ago. We lost all our featured offer eligibility. It has been 2.5 months now, ODR back to below 1%, late shipment rate past 30 days 0%, cancellation rate 0%, on time delivery 99.36%, tracking upload rate 100%, feedbacks are great, pricings are great, even if I enter a product's sale price $0.01 it doesn't give and there is no competitor, it doesn't give me buybox.
Case ID: 15021958601
Please investigate backend, I've heard the backend needs to be reset sometimes.
0 replies
Seller_11OSEBUHQVy8a
@Glenn_Amazon @Jim_Amazon @Dougal_Amazon @Quincy_Amazon @Steve_Amazon @Rose_Amazon
Seller_11OSEBUHQVy8a
@Troy_Amazon@CR_Amazon@SEAmod@KJ_Amazon@Jameson_Amazonrequesting help please, it seems like ODR hitting above 1% once means complete end to featured offer formula? It's been 2.5 months; we've learned our lesson, Requesting mercy.
Seller_11OSEBUHQVy8a
Update: Case ID marked answered but not resolved.
"We’re not able to discuss all the factors that determine Featured Offer Eligibility, but here are some tips to help increase the chance of your offers being eligible:
• Provide great customer service
• Ensure product authenticity and quality
• Prevent chargeback claims"
"We regret to inform to you that Selling Partner Support will not be able to provide any further information."
2.5 months we waited to hear this. Everything on our account has been resolved. Currently, no longer eligible for Featured Offer. Does this mean end of our Amazon career?
Seller_11OSEBUHQVy8a
@Michelle_Amazon@Danny_Amazonsomebody please help. Please also note case ID represents only 1 ASIN, in reality all ASIN have lost featured offer eligibility.
Seller_keSnEDesLFVwv
[Moderator Edit: removed off-topic commentary]
Atlas_Amazon
Hello @Seller_11OSEBUHQVy8a
Thank you for the information provided regarding the loss of your feature offer. I understand that it first occurred when your metric for order defect rate when off target, but that it has returned to normal. I have gone ahead and engaged another community manager to further review your situation and provide insight.
Please continue to refer to this thread with any updates or questions that you have.
Best,
Atlas
Seller_WsdULSSIajCRd
@TaylorR_Amazon
Updated previous post with 3 ASINs where you can see the dramatic buy box loss on 9/5/23
"Like you say, four months ago there was not a listing related to the ASIN in the case you provided and your account was healthy. A more recent case, say in the last month, would help!"
I'm not sure I follow? Can you clarify what you mean by there wasn't a listing related to the case? B00G5I02QI was indeed there, it's just that the listing Bot removed it nearly instantly. If you check my response to the case on 12/12/23 you can see two of the four performance notifications from back in Sept 2023.
TaylorR_Amazon
Thank you for the ASINS @Seller_WsdULSSIajCRd!
I don't know anything about a reputation score type grading. If there is one, I haven't heard of it. I think opening a case regarding the featured offer specifically is the best move here.
I just meant that things may have changed in the last four months and a new case with Seller Support might provide more insight. If you haven't opened one in the last 30 days, I recommend doing so.
Seller_WsdULSSIajCRd
@TaylorR_Amazon
I'll happily open another case if it will help you with escalating it. Did you wish for me to send it to General Seller Support, or SAS Issue Assistance, or some other group?
Regarding the Seller Reputation Score, that is something that we were told by higher level support during deep dives. However, they are only able to see the calculated score, not how it is being calculated or what is impacting it most.
So from my understanding, the main factors are something like the below and, of course, it's a closely guarded secret as to how much they are factored in and capped:
Fulfillment Method: FBA/SFP > MFN
Shipping Time: To customer Zip Code Prime Available > FBA in Transfer > MFN > FBA Inbound
Price: Lower Price > Higher Price
Orders: More > Less
Seller Performance: Metrics such as order defect rate, cancellation rate, and late shipment rate.
Customer Service: Efficiency and responsiveness.
Sales Volume: Higher sales volume may influence visibility.
Feedback Score: Higher average feedback ratings from customers.
Seller Tenure: Length of time selling on Amazon.
Return Policy: Offering a comprehensive and customer-friendly return policy.
These metrics above are well-documented and all pretty obvious, but it's whatever makes up the Seller Reputation Score that is a black box. Some things I've been told make up part of it, others are just logical guesses.
Seller Reputation: Total Lifetime Feedback or rolling 365 Feedback, Avg. Seller Feedback Rating, Uncleared Inauthentic claims, things like certain types of Restricted Product Violations (MY CONCERN ABOVE), If the seller is driving external traffic to the listing via advertising, and I suspect, a very long list of metrics that Amazon tracks but doesn't talk about for a lot of legitimate reasons.
We have been able to rule out all of the other factors with the exception of Seller Reputation, so this is where we believe some event trigger a very large hit to ours.
TaylorR_Amazon
If you have one, your account manager could definitely help. You may also want to open a Seller Support case. Again, just be sure to reference the ASINs you are concerned about having the featured offer.
Seller_WsdULSSIajCRd
@TaylorR_Amazon
I think I understand now what you meant, and the confusion on both our parts. Perhaps that's on me for not stating it clearly. But I think the below will get us on the same page.
The graph I posted above, which showed the massive drop in buy box share on 9/5, was across our ENTIRE catalog, not just a few listings.
We currently have 5854 listings with stock. We experienced a dramatic loss of buy box share across ALL of them against our existing FBA competitors.
If it were just a few ASINs, I wouldn't be so concerned, nor would I think it was an account-level issue. But since it affects all of them, that's why it's a multimillion-dollar problem for us.
I also understand your statement about our ASIN not being in the case. You interpreted what I wrote earlier as if we were having the issue with a small group of ASINs, but as you can see, that is not the case.
TaylorR_Amazon
I apologize for the delay in my response, @Seller_WsdULSSIajCRd. I believe we are on the same page now!
On the account level, eligibility is based on account performance and other risk factors for the safety and satisfaction of buyers. Your account manager and/or Seller Support may be able to do a deeper dive.
Let me know the case ID if you decide to open a new case with Seller Support.
Seller_WsdULSSIajCRd
@TaylorR_Amazon
I appreciate it Taylor, but I've went ahead and sent emails to jeff@amazon.com and andy@amazon.com in hopes they can help.
I'll provide links to our posts if they need further information.
TaylorR_Amazon
Sounds good @Seller_WsdULSSIajCRd. Let me know the outcome.
Seller_2ocdeVST6pSqj
Atlas_Amazon Were having the same problem, and same timing. All books, media, and other items have been turned off of feature offer. Most buyers dont know to click on the see buying options button. Amazon is hiding availability and sales are hurting because of this ridiculous setup on amazon. Why suppress potential business?? The featured offer for us was turned off at the same time as the original poster, and when we wrote seller support got the same response of we cant discuss why etc etc. Were also stuck with hundreds upon hundreds of books and single issue magazines etc that haven't moved at all since this happened back in February. I don't know what were going to do. Were not even fba, were fullfillment by merchant. Whatever happened in February when featured offer was turned off for tons of sellers (there are countless complaints about this in the forums) its killed off business. It's not right.
Seller_WsdULSSIajCRd
@Seller_11OSEBUHQVy8a Please tell us what steps you used to get this resolved! Did someone help, if so, who did you contact? Or did it simply just get fixed on its own?
Seller_11OSEBUHQVy8a
Hello, @TaylorR_Amazon, we received your response "We’re not able to discuss all the factors that determine Featured Offer Eligibility, but here are some tips to help increase the chance of your offers being eligible" and eligibility list. We 100% qualify all of that and our listing is still not featured offer. This is 100% wrong internally, we request if another review could be done. Case ID for this case: 15045318911
