Hi all,
I'm hoping a moderator or someone who has experienced this can help, as Seller Support has been unable to resolve this after 6 days.
THE ISSUE IN PLAIN ENGLISH
My Seller Central inventory shows the correct shipping template and price. My customers are seeing a different (old) shipping template and price on the live Amazon listing. The backend and the live listing are out of sync and nothing I do will fix it.
HOW I KNOW THIS IS AN OFFER PUBLICATION ISSUE (NOT A FEED ISSUE)
I proved this conclusively today. I updated a single SKU via Price & Quantity feed. It processed in under 1 minute. Seller Central immediately showed the correct new price and correct (non-Prime) shipping template. The live customer-facing listing took 12 minutes to show the new price — and the shipping template still hasn't updated at all.
The same feed type, with the same background errors that have always been there, successfully updated our shipping templates every week for 18 months. Until 8 May 2026.
WHAT I HAVE TRIED
- Flat file feed uploads — process successfully, template does not propagate
- Manual edits via Seller Central UI — save successfully, do not propagate to live listing
- Bulk inventory actions (Update Shipping Template) — register in the backend, do not propagate
- Price & Quantity feed — prices eventually propagate (with delay), shipping template field does not
WHAT TRIGGERED THIS
On Friday 8 May I uploaded a batch of ~3,000 SKUs to switch shipping templates. At the same time, GS1's platform was experiencing an outage. I received error 8566 (GTIN/SKU mismatch) on multiple SKUs during that window. The 8566 errors have since disappeared, but the listings appear to remain in a stuck state from the failed GTIN verification.
WHAT SELLER SUPPORT HAS DONE
Six days of back-and-forth on case 12568519752. Every response has focused on feed errors (8541 brand conflict, 300060 image URL, 100907 compliance media) that have existed on our account for months and were never a problem before. Support has not acknowledged or addressed the offer publication failure at all.
WHY THIS IS URGENT
Several hundred of our best-selling ASINs are stuck showing Prime to customers. I have no team available to ship on Saturday. If this isn't resolved by tomorrow (Friday 15 May) I will receive Prime orders I cannot fulfil, risking SFP violations. I have tried every available workaround — none of them work on Prime orders without either disabling Prime entirely (which destroys our delivery promise) or requiring Amazon's technical team to intervene.
WHAT I NEED
Escalation to the Offer Publication / Catalogue Propagation / Prime Promise technical team to force-republish the affected offers. This cannot be fixed from the seller side.
Can any moderators help escalate case 12568519752 to the correct technical team as a matter of urgency? Has any sellers experienced this before and how did you solve it please?
Thanks
Joe