FBA Listing Stuck as Defective for 9 Weeks
Hello,
I’m hoping an Amazon moderator may be able to help, as I’ve been unable to get this issue resolved through normal Seller “Support” - and I’m hoping you may be able to step in somehow. If any of you lovely sellers have any ideas too, I’d be forever grateful!
Since early September, one of my FBA listings has been incorrectly marked as defective/unfulfillable, and the new stock is being returned - even though the items are brand new and not defective in any way, either in the product itself or the packaging. The ASIN listing is showing as unsellable on my dashboard. For context, I only sell in the UK marketplace, so there’s no complication with cross-market ASINs.
I’ve repeatedly explained to Support that this appears to be a barcode or catalogue mapping issue following a previous barcode merge (although the merge was over two years ago), as the return slips are listing the old barcode, so hence my thought that is is to do with the barcode. Despite my constant contact with support and repeatedly requesting escalation - every reply is the usual cut and paste saying the issue is “being worked on by an internal team,” with no timeline or resolution or that it could be another issue entirely. I’m just not getting anywhere.
It has now been almost nine weeks with no progress, so this is my last resort.
Could a member of the Amazon forum moderation team please help ensure this is sent to the correct internal specialists for escalation and resolution? This delay is seriously affecting my sales… and my sanity!
Thank you.
Case ID: 11500746572. Status: Work in progress
@Spencer_Amazon @Sarah_Amzn @Ezra_Amazon @Roberto_Amazon @Julia_Amzn @Winston_Amazon
FBA Listing Stuck as Defective for 9 Weeks
Hello,
I’m hoping an Amazon moderator may be able to help, as I’ve been unable to get this issue resolved through normal Seller “Support” - and I’m hoping you may be able to step in somehow. If any of you lovely sellers have any ideas too, I’d be forever grateful!
Since early September, one of my FBA listings has been incorrectly marked as defective/unfulfillable, and the new stock is being returned - even though the items are brand new and not defective in any way, either in the product itself or the packaging. The ASIN listing is showing as unsellable on my dashboard. For context, I only sell in the UK marketplace, so there’s no complication with cross-market ASINs.
I’ve repeatedly explained to Support that this appears to be a barcode or catalogue mapping issue following a previous barcode merge (although the merge was over two years ago), as the return slips are listing the old barcode, so hence my thought that is is to do with the barcode. Despite my constant contact with support and repeatedly requesting escalation - every reply is the usual cut and paste saying the issue is “being worked on by an internal team,” with no timeline or resolution or that it could be another issue entirely. I’m just not getting anywhere.
It has now been almost nine weeks with no progress, so this is my last resort.
Could a member of the Amazon forum moderation team please help ensure this is sent to the correct internal specialists for escalation and resolution? This delay is seriously affecting my sales… and my sanity!
Thank you.
Case ID: 11500746572. Status: Work in progress
@Spencer_Amazon @Sarah_Amzn @Ezra_Amazon @Roberto_Amazon @Julia_Amzn @Winston_Amazon
4 replies
Adam_Amazon_
Hello @Seller_ltotxmbMKiVuO,
Thank you for bringing this issue to our attention. I understand your FBA listing has been incorrectly marked as defective/unfulfillable for the past 9 weeks, despite the items being brand new with no defects. I can imagine this has been very frustrating and disruptive to your sales.
I have escalated your case to the appropriate internal team to investigate this further. They will review the details and determine the best path forward.
I apologize for the delay you've experienced so far, and I appreciate your patience as we work to get this resolved.
Regards,
Adam
