Urgent Issue with Listings – Request for Immediate Resolution
Dear Amazon Support Team,
I am writing to express my deep concern and frustration over the ongoing issues with our listings, which began on November 14, 2024, and remain unresolved after more than 1.5 months. Below, I have outlined the series of problems that have severely impacted our business:
Disappearance of BestSeller ASINs:
On November 14, 2024, our BestSeller ASINs disappeared from the inventory. Despite restoring them on November 16, we received an official email from Amazon stating this was due to a “technical anomaly.”
1. Split Reviews Across Child ASINs:
A week after the listings were restored, the reviews for these ASINs, which collectively exceeded 10,000+, were split across individual child variations. This drastically reduced the visibility and credibility of our listings.
2. Significantly Higher CPC During Christmas:
During the critical holiday season, we noticed that the CPC for our ads was 2–2.5 times higher than last year. It appears that the advertising history for our listings has been reset, further damaging our performance.
3. Unresolved Support Cases:
We have submitted multiple cases regarding these issues (Case IDs: 16669771741, 16741563251, 16789222701, 16746979231) and even escalated the matter to Jeff Bezos. These cases have been with the internal team for over a month and are still pending. Despite assurances from supervisors that the internal team is addressing the issue, we have seen no progress.
The most alarming aspect is that it seems our listings are entirely under the control of the internal team. From my understanding, such a situation typically arises when Amazon’s system detects outdated or inaccurate data on the listing. Even though our listings are part of the Brand Registry, we have lost the ability to make updates.
My Questions:
Why is this happening to us?
Why are our listings being managed by the internal team despite being Brand Registered?
What was the nature of the “technical anomaly” that caused the initial issue, and why is Amazon avoiding responsibility for its consequences?
We have been a BestSeller in our niche and a loyal Amazon seller for over 7 years. These issues are devastating to our business, and the lack of resolution is unacceptable.
I am requesting immediate action and a thorough investigation at the highest level. I kindly ask that you provide an official explanation for why the internal team controls our listings and ensure that these problems are rectified promptly.
p.s. there is no warning in our account health, everything is fine
Please refrain from providing standard responses to this case. We need urgent attention and a resolution to this matter.
Thank you for your understanding and prompt action.
Urgent Issue with Listings – Request for Immediate Resolution
Dear Amazon Support Team,
I am writing to express my deep concern and frustration over the ongoing issues with our listings, which began on November 14, 2024, and remain unresolved after more than 1.5 months. Below, I have outlined the series of problems that have severely impacted our business:
Disappearance of BestSeller ASINs:
On November 14, 2024, our BestSeller ASINs disappeared from the inventory. Despite restoring them on November 16, we received an official email from Amazon stating this was due to a “technical anomaly.”
1. Split Reviews Across Child ASINs:
A week after the listings were restored, the reviews for these ASINs, which collectively exceeded 10,000+, were split across individual child variations. This drastically reduced the visibility and credibility of our listings.
2. Significantly Higher CPC During Christmas:
During the critical holiday season, we noticed that the CPC for our ads was 2–2.5 times higher than last year. It appears that the advertising history for our listings has been reset, further damaging our performance.
3. Unresolved Support Cases:
We have submitted multiple cases regarding these issues (Case IDs: 16669771741, 16741563251, 16789222701, 16746979231) and even escalated the matter to Jeff Bezos. These cases have been with the internal team for over a month and are still pending. Despite assurances from supervisors that the internal team is addressing the issue, we have seen no progress.
The most alarming aspect is that it seems our listings are entirely under the control of the internal team. From my understanding, such a situation typically arises when Amazon’s system detects outdated or inaccurate data on the listing. Even though our listings are part of the Brand Registry, we have lost the ability to make updates.
My Questions:
Why is this happening to us?
Why are our listings being managed by the internal team despite being Brand Registered?
What was the nature of the “technical anomaly” that caused the initial issue, and why is Amazon avoiding responsibility for its consequences?
We have been a BestSeller in our niche and a loyal Amazon seller for over 7 years. These issues are devastating to our business, and the lack of resolution is unacceptable.
I am requesting immediate action and a thorough investigation at the highest level. I kindly ask that you provide an official explanation for why the internal team controls our listings and ensure that these problems are rectified promptly.
p.s. there is no warning in our account health, everything is fine
Please refrain from providing standard responses to this case. We need urgent attention and a resolution to this matter.
Thank you for your understanding and prompt action.
0 replies
Seller_Hn7R9a6UmiAFf
@ @Jim_Amazon@Danny_Amazon @Dougal_Amazon @Micah_Amazon @Stevie_Amazon
Michelle_Amazon
Hello @Seller_Hn7R9a6UmiAFf,
Thanks for reaching out. I have reviewed your cases and found that the first case 16669771741 was resolved due to you closing the the case. Cases 16741563251, 16789222701 were resolved due to you were asked for more information or asking if your issue was resolved and you did not reply. For case 16746979231, the case was resolved and you were given the correct information, variations do not share data when the parent and children to don't have the same variation them or the titles are different.
For your questions:
Q: Why is this happening to us?
A: This is happening due to policy violations on your listings.
Q: Why are our listings being managed by the internal team despite being Brand Registered?
A: When you are providing information that is not complaint with our policies, we can suppress from search, remove the listings, or update them to ensure they are compliant.
- I would ensure that you review the title policy as your child ASIN's are not compliant. Just a few words not allowed in your title that I see are "Valentines Day Gifts for Women, Wife, Men, Her, Him (these words should be in your keywords, not titles) , Custom 3D Etched Engraved (etched and engraved are the same meaning), Couples Gifts (should be in keywords) " The title for your children should be the parent title and then the size after it, such as small, medium etc.
- I would review the variation policy as well as this post that gives great information and review ALL of the resources at the bottom. Your variation sizes are confusing to customers as some give Small, Medium and Large, some give the dimensions, some say Premium. Each of these would be considered a separate variation, again why your reviews will not share feedback.
- Your bullet points are also in violating our policy. Only the first word can be capitalized and the information on Valentines gifts, should not be in the title or bullet points, it should be in your keywords.
- Review the image policy. I would update your images so they appear like your heart keychains, except on a pure white background.
By ensuring you are complaint, it will help drive sales to your items as well, as customers tend to order from ASIN's that are compliant with our policies more so than cluttered detail pages. Customers want to review the listings quickly to make their decision regarding the items they purchase.
Q: What was the nature of the “technical anomaly” that caused the initial issue, and why is Amazon avoiding responsibility for its consequences?
A: I don't know what the issue was, as I am not seeing this in the case, however, Amazon is not responsible for any lost sales per the business agreement if something happens with our site. We are also not required to inform you of what any technical issues we may have and describe what has happened in our system, that information is confidential and is not shared with sellers.
Our team has created many posts you can review here, that go over topics that should be helpful for you to ensure you are complaint. I would advise you review to ensure that your account is complaint.
As the highest level of investigation is from Jeff's team, I would follow any advice that they have provided to you.
I hope this information is helpful and that you have a great weekend!
Michelle
