Lost Buy Box (Featured Offer) MEGATHREAD
I'm getting nowhere with Seller Support (Live Chat & Phone), made a ticket asking for escalation, E-Mailed CEO's office and got a pretty rude reply, I'm at a total loss as to what to do. I have lost the buy box for ALL of my key products and best sellers, I am the brand owner, I am the only offer.
I am stunned at how little support there is from Amazon, I knew it was bad but I had no idea it was THIS BAD. Absolutely no transparency what-so-ever, nothing on performance notifications, account health is perfect, no violations, I am enrolled on the new Account Health Assurance scheme (which gave me peace of mind for all of 3 days).
With the CEO's office giving me the cold shoulder, seller support sending me links to 'Seller University', spending in excess of 10 hours trying almost everything on my account blindly, I'm at a complete loss sitting here with next to no sales. So my last resort is this... a mega thread... I'm hoping with enough people complaining about the issue, Amazon MAY acknowledge this problem as a bug/glitch before I have to file for bankruptcy (no exaggeration) and when they do, I also expect no apology or compensation.
Seller_QIMWRIIsqJQai
ATTENTION: First piece of actual explanation I've received after this was resolved for me was a closing note from the CEO's office:
Greetings from Amazon Selling Partner Support Executive Escalation Department.
In relation to your featured offer issue I can confirm this has been reviewed by our technical team who confirmed the fix as the override has been granted,
All your listings should be now eligible for the featured offer / buy box privileges,
I would recommend anyone who sees this please email CEO's office managingdirector @ amazon (.co.uk) for a quicker resolution until there's a permanent fix in place!
1.6K replies
Seller_T7y9VW2FgSpmW
I am facing the same Issue, Please help,
My Account Health is perfectly Healthy, and I meet all the criteria mentioned by Amazon to be eligible for Featured offer. I am selling through fastest delivery (FBA) , I have competitive Price, my performance metrics are all positive and I have high in stock volume. Yet I am not getting Featured offer eligibility on ASIN B0C1H5XK7D and B0C1H4M1YD. Please help me as this is really demotivating for me and my small business.
Seller_3zBpHSCg4TVu7
UPDATE:
All my ASINS are now back
Gave Spencer my ASIN list.
contacted Seller support several times though were not helpful
Emailed managingdirector@amazon.co.uk today morning [wednesday at 11am]
Not sure which one worked , lost mine on 27th morning and - back on 1st afternoon 1pm
Seller_nex6aLZ9HPynF
Excuse my ignorance. Where do you find out if you have the buy box on an item or not.
Like some of the posters on here, we only sell our products so no other sellers will be on our buy box. I am aware though over the years that doesn't stop knocking you off buy boxes.
Seller_I2S3CA0coNgIX
Please check out asin: B0CP7VHW7C
We have been having this problem on and off for almost a month now.
Hopefully we can get this resolved soon, it has seriously affected our sales as well as our sellers rights.
This is affecting us greatly and the account is in good health and not experiencing any issues.
Seller_zmRHCryrqToM7
This is quite upsetting that Amazon has done this. Our revenue stream has been significantly impacted for last two weeks..
Seller_hgWr16CS93TNM
HI all,
We too are having the same issue as everyone else.
With over 5000 asin and a 51% Featured Offers, average orders 50 a day.
Since the friday it been 5 orders a day with 13% Featured offers.
I have contacted MD and CS with a response of from MD saying to contact support again... lol
I do understand everyone is struggling and that Amazon must be swamped with requests but if they could just admit there an issue and update us with some kind of response and understanding of what we the seller are struggling with would help.
FYI, After checking a large number of amazon own listing, they don't seem to having this issue... Strange that!
TIA George
Seller_s8ZGhMh8R9MJl
Your MD response.
Reply saying you have been through numerous tickets and you request a manual look into your account. Provide a screenshot of your health account. Also > make sure you give your ASIN list to Spencer.
Seller_hgWr16CS93TNM
Hi @spencer_amazon
i am sorry to contact you via @ directly but I have been told you are the guy to talk to about this issue with lost buy boxes.
I have tried via live chat and asking or an escalation without any luck.
I would love to send you my asin list but its over 5000 and that would be really silly.
we had a buy box of 51% for long time until the 27th and it drop to 13% and has gone lower since, could your team please look our account and see if there an issue that can be resolved.
I know there are a large number of people with the same issue but this is putting our business at rise and employees in peril.
Thanks
George
Seller_nex6aLZ9HPynF
Out of interest, the items you have lost in the buy box, do they show up in pricing opportunities as: -
'Not eligible to be the Featured Offer due to significantly high price: You can lower your price to become eligible to be the Featured Offer'
Seller_4W0LrmrKIJOW4
Many thanks Spencer, it looks like we are getting the buy box again we really appreciate the help thank you.
Seller_qAXHOhnSXisEN
post.We have finally received our featured offer box back.
Thank you everyone for your help
Seller_IC5dxZRZpcM4T
RELAX: THIS IS THE REAL REASON FOR THE FEATURED BOX CHANGES...
https://sellercentral.amazon.co.uk/gp/tech-notifications.html?ref=nswg_scgw_GM8RLDHVZGU8TAKD_en_GB_0_nslp&id=GM8RLDHVZGU8TAKD&communicationDeliveryId=c91828a5-a59d-4eef-b4c6-6bad9725e4fb
"UK Commitments on Featured Offer 21 Feb 2024
Following the agreement reached recently with the Competition and Markets Authority, which covers the Amazon store in the UK, we will update the Featured Offer criteria in May 2024 for the UK store.
As we strive to show our customers the best Featured Offer on the product detail page, we'll continue to ensure that the criteria used to determine the Featured Offer are non-discriminatory and treat sellers and Amazon retail equally. Eligibility for Prime and the Prime badge won't be a criterion when determining the Featured Offer. Prime will continue to offer free and fast delivery which are factors that customers value and therefore are relevant in determining the Featured Offer."
Seller_FMVUEqPJFBRxD
Has anyone also had issue with BSR not updating since this issue with the buybox.
All my asins despite sales BSR rank has not moved since this issue was fixed.
Seller_EzPSkar5mKJ7G
Lost all my buy boxes which I had for number of years and every single one has vanished. They were well priced for few years and it helped me run my business now sellers with zero ratings have my buy box where as there was a criteria before for delivery rate, price and account rating.
I would appreciate the help on my account.
@spencer_amazon
