Hello,

I really need your urgent help/advice guys.

First of all, I'm not a new seller. I've been selling since September last year, I've achieved month on month steady growth on the UK marketplace. I currently have over 700+ active SKUs.

However, overnight, without any warning or notification, since 16 June, I have had a significant issue with my Amazon account: I have lost the BuyBox/Featured Offer for ALL of my listings.

As a result, in the last few days my daily sales have dropped from around £1000 to almost zero. In addition, my "Featured Offer %" has dropped to 0%. Btw, my account health is currently 248.

I opened several tickets without success, but chatted with Amazon Support who confirmed: "As of the moment your ACCOUNT is not eligible for BuyBox".

However, as to the reason why this happened and what I needed to do to get it resolved, I was told nothing but to wait. The problem is that I am losing money every day by not being able to sell anything, but I have to cover the costs of my business and order new products.

I cannot name here a specific ASIN, because this issue affects ALL of my SKUs (700+ listings), and given that it appears to be an Amazon-side problem. Therefore I am requesting your urgent assistance.

I have already emailed the Managing Director about this, but have not yet received a reply.

Can I somehow reach the team responsible to check my account and restore the Featured Offers in my account as soon as possible?

Thank you for your prompt attention to this urgent matter.

Thank you!

Regards

At the moment I have 1 "Product Authenticity Customer Complaints" in my Account Health, for which for some reason the invoice is not accepted by Amazon, even though the Wholesaler has already confirmed that the product is authentic. Other than that, no other problems.

But a bit of background: on June 12, my Account Health dropped to 132 due to the 3 IP complaints, and from about that date (actually, 4 days later) my sales dropped significantly

These Complaints have been resolved though, but I was wondering that although my AHR is now 248, maybe something in Amazon's system is still "stuck" and the system still doesn't give me the right to win BuyBox?

but that's just a thought.

After receiving scripted updates, I thought I would post a sample response to an ongoing case.

For the Amazon bots - I have removed all personal information apart from the information that you now insist that every poster has to be identified . Below is the Amazon case update in quotations and my hyphoned responses.

Dear ********************

In response to your last message to me

"Dear Selling Partner," -You can't even be bothered to look up my name and just posted a generic lazy response, probably scripted

"Greetings from Amazon Selling Partner Support Executive Escalation Department." -Not sure why escalation? Doesn't appear you have any clout since you're failing to get responses from your team

"We regret the inconvenience faced by you." - No you don't, you have been complicit in not giving a proper response or progress to resolution since December last year

"We are working with our internal team regarding your concern." Doubt you have been working on this, I am pretty sure it would take a matter of minutes to actually resolve and generate progress. Either that or your team is not listening to you.

"As soon as there is any update, I will notify you." pointless response really as you haven't had a real update since December last year when I first notified you of the overcharges.

"Thank you for your understanding." - As per the last message, I asked you not to thank me for my understanding as I do not understand it. I find it patronising, thoughtless and doesn't add anything to get the matter resolved. I am however glad you have not mentioned my patience and took on board that this has already run out.

*****************************************

"Selling Partner Support Executive Escalation Department" Very impressed with the title, not so impressed with the action or should I say lack of action from the department.

if your card is valid and registered to the business and business address than you should not have a problem. You must be doing something wrong. 1-) Check if your card is not expired. 2-) card should belong to the business or a person who owns the amazon store. 3-) Card should be registered to the same business address. As amazon asked you deposit method meaning you are doing something wrong there found out what its is . if not call amazon and talk to someone to guide you.

Hi

I received the below email in regards to not receiving my disbursments since March 2024.

Amazon will not give me my money after weeks and weeks of chasing/verifying deposit methods/calling the support line/opening cases.

Please could someone help?

I have used 2 different cards to verify to see if any of those would stop them from sending the same email but no luck ( cards are both in the same name that matches the account)

Pending transactions have been taken from my account from amazon which have not yet been put back into my account.

I have assigned to the correct marketplaces.

My deposit method also shows as Verified.

Email below what I received.

You must verify the ownership on one or more of your deposit methods in order to continue to receive disbursements.

Please sign in to your Seller Central account to begin your deposit method verification

In case anyone is searching for information on something similar, there is a scam going around at the moment where Ebay drop shippers are selling for below your RRP on Amazon, then claiming refunds.

Firstly this refers to a D2C product that we sell, RRP £9.99 via prime. Our brand is trademarked, and this product does well. Two months or so ago, our product suddenly jumped massively in refunds being initiated by Amazon. This is not an easy product to damage and all refunds seemed to be for items not received. This item fits through a letterbox.

We've been having terrible trouble with refunds, all to odd buyer names, who have sent a "gift" to a different address. To try and counteract this, we reported to Amazon - didn't really get anywhere, but also reported the sellers to Ebay. Ebay does take the listings down, but the sellers just put them straight back up again.

We decided to open an Ebay shop and sell for RRP, ie below what the drop shippers can sell for. However one drop shipper then changed their price to £1 below RRP. At this point I wondered did they have stolen property in their possession as they wouldn't be making any money buying at a higher price from Amazon. I had a family member order from them on Ebay to get a better idea.

The item was received from Amazon, with amazon's paperwork and a slip saying it was a gift. Two days later the same name on the gift cert receives a full refund from Amazon, not only for this item, but for another "gift" item to someone else. My family member's name was on the order for delivery address.

On looking back with a fine tooth comb through my refunds for the last few months, 70% of them are to odd names, ie double letters where they shouldn't be, back to front names etc. and for "gifts" to a different delivery address. We believe there's a team of people at this so that any one person doesn't get penalised for too many refunds.

Just to make anyone else on here wondering about their refunds rising aware.

It is sad that this is something Amazon need to work on with sellers and should be happy when they receive this sort of information and be all over it.

I run checks on my refunds through FBA and thankfully I don't get that many and is consistent with the amount of claims I get directly.

I seem to have more issues with Amazon writing to customers to tell them that the order is delayed and giving opportunity for them to make a claim.

Thanks for posting though, it is useful to be aware of what can happen and for us to try and be ahead of the game.

Hi,

@Seller_z3k8APxGfbQEK@Seller_dWnjnh5FY7ZpS@Seller_AMDYByE1754kt@Seller_yRqzR0ZXUoeEk

The issue still persists, with Amazon not recognising weekend collection and deliveries.

We have checked our Royal Mail delivery performance and they are delivering 98% next day. On our Amazon eligibilities page it says this is 94%. Given Royal Mail are responsible for this, and they are one of the only 2 approved SFP couriers, it doesn't make sense why we are affected by this? We use Tracked 24 for all our consignments.

We have 99.9% on time shipment, 98.7% buy shipping usage, 0% cancellation. All green metrics on 1,654 orders in the last 7 days.

There is nothing more we can do to satisfy requirements, and yet still are severely harmed over the weekend period when we show incorrect slow delivery times. I estimate we are losing out on around £3-4k sales revenue per weekend, not to mention dropped listings and the increased overheads we have running a Saturday shift in our warehouse.

It seems this trail is going cold, @Seller_z3k8APxGfbQEK are there no further updates at all?

Thanks

Hi @Seller_z3k8APxGfbQEK,

Having checked our SFP order for today, we can see 0 orders are due to be shipped by today.

There are at least 17 orders placed after 4pm on Friday, all with a ship by date on Monday, despite our collection date and shipping settings set for Sunday pick up and dispatch.

It seems that we're still facing the consequences of this issue and it is impacting our weekend sales.

Please can you assist?

Dear Sellers,

Below, I'm sharing an update regarding the SFP delivery dates for the Easter 2024.

Thank you for raising this issue. We experienced some delivery disruptions over the recent Easter bank holiday weekend due to a temporary configuration error in our systems. This led to some orders not accounting for the Easter holidays.

This issue has been resolved and the necessary adjustments have been made. Your delivery performance metrics have been adjusted to ensure this issue has not impacted them. Future bank holidays will not face this issue so you can proceed as usual.

We are aware of the ongoing issue with SFP weekend pickups, and we are working to resolve it. I will keep you updated in this thread.

Thank you for all your contributions, call-outs, and data that you have shared.

Best regards,

Julia.