Request to Review Feature Offer Eligibility
I have been struggling with an odd feature offer issue on my account for several weeks now. All of my ASINs in FBA are showing that they are not winning the featured offer in the inventory page, however they are all eligible. I am the brand owner, and the only seller of my products on all of the product listing pages, yet I'm being told by support that my products are eligible, but are not winning. My account is in healthy status with no errors, or issues.
When you navigate to any of my product pages, I am the only seller - how is this logically possible to not win the featured offer but be the brand owner setting the only price and the only one selling the product? I'm unsure how this is impacting my sales - sales have dropped substantially over the past few weeks and I am wondering if this is related. I cannot create brand display ad campaigns for my products either until I am the featured offer winner.
Can you please escalate case id 16540972851 to manually review what's going on? Being the brand owner and the only seller, I should be winning the buy box 100% of the time and my products should have the featured offer.
Thanks in advance!
@Josh_Amazon@Michelle_Amazon@LeviDylan_Amazon saw you assisting with this topic in other threads!
Request to Review Feature Offer Eligibility
I have been struggling with an odd feature offer issue on my account for several weeks now. All of my ASINs in FBA are showing that they are not winning the featured offer in the inventory page, however they are all eligible. I am the brand owner, and the only seller of my products on all of the product listing pages, yet I'm being told by support that my products are eligible, but are not winning. My account is in healthy status with no errors, or issues.
When you navigate to any of my product pages, I am the only seller - how is this logically possible to not win the featured offer but be the brand owner setting the only price and the only one selling the product? I'm unsure how this is impacting my sales - sales have dropped substantially over the past few weeks and I am wondering if this is related. I cannot create brand display ad campaigns for my products either until I am the featured offer winner.
Can you please escalate case id 16540972851 to manually review what's going on? Being the brand owner and the only seller, I should be winning the buy box 100% of the time and my products should have the featured offer.
Thanks in advance!
@Josh_Amazon@Michelle_Amazon@LeviDylan_Amazon saw you assisting with this topic in other threads!
11 replies
Seller_gAyu7glKZ0p1X
@Josh_Amazon @Michelle_Amazon @LeviDylan_Amazon @SEAmod can anyone assist with this? My ticket has been with the "internal team" for days now. I'm seeing a pricing bug in my inventory page where it's asking me to match my own sales price, the featured offer shows a red X, I'm unable to advertise with a brand display campaign until this is resolved, the "Featured Offer %" on the dashboard shows fluctuating percentages (I'm pretty sure I should always be 100% considering I'm the only one selling my product)...
Any help would be greatly appreciated.
Seller_gAyu7glKZ0p1X
Hello again! If there's anyone who might be able to provide any guidance here, would really appreciate it! Going on five days with a support and haven't heard any change, eta, or really any update. Thanks in advance..
Seller_gAyu7glKZ0p1X
Hey all,
Thought it might be helpful to show a little more information to see if anyone might have experienced this same issue. In my Manage Inventory tab, I'm seeing the red 'x' for the featured offer for all of my products.
It's asking me to also match my "Price" to my "Sale price", which I thought is strange because that would effectively cancel out my sale... Here are the configurations in the product detail editor:
Despite the featured offer showing a red 'x', when I navigate to the actual product listing page on amazon.com, I can see that I'm the only seller (at least whenever I visit it) the page..
I also checked amazon's new Project Zero to see if any of these ASINs had a competing account. They didn't, which is expected because I'm the brand owner and an enrolled in Transparency.
It just seems like a really odd, maybe edge case bug that's impacting my account here and is leading to issues with ranking, pricing, advertising (lightning deals fail to run and I can't use sponsored display campaigns until I'm the winner of the feature offer), among other things.
Anyone have any remotely similar experience or advice for me? I've still got a case open with seller support that I opened up 5 or 6 days ago but they have not provided me with any status updates other than "we're looking into it".
Would also really appreciate it if a mod could take a quick glance here and maybe escalate if you think it's necessary?
Thanks again
Seller_gAyu7glKZ0p1X
Quick update on this, still no resolution with my case and I have not heard back from the support team in 3 days. I'm not sure what the problem or hold up is. Any of the mods have any recommendations?
@Quincy_Amazon @Connor_Amazon
Josh_Amazon
Hello @Seller_gAyu7glKZ0p1X,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you are experiencing with the featured offer eligibility on your products. Thanks so much for the information provided. I have reviewed your case ID 16540972851 and I can see that the case is still open. Since the case is being worked by another team, unfortunately, I am unable to take any actions yet. I can see that our team escalated this to an internal team and they are currently reviewing the issue to assist you further, hence, I kindly ask you to wait until you get a response from them with an update.
Now, in case this case ID 16540972851 gets closed and no resolution is provided, you can let me know so I can look further, but that until the case gets closed, that way I will be able to assist you.
Kind regards,
-Josh
Seller_gAyu7glKZ0p1X
I'm very disappointed with Amazon's support process on this bug. After nearly two weeks of waiting, following up, waiting, posting in the discussion board, I literally received a response from the support team telling me to simply 'match my "Your Price" with my "Sale Price" to resolve the problem'! This means that the featured offer will always be a red X every time I run a sale on any of my products and that I will never be able to run a display ad campaign while running a sale at the same time because in the backend, it shows that I'm not winning the featured offer.
Can anyone share a screenshot of an example where their product is on sale and the sales price is lower than the Price of the product in the inventory page? Is this possible?
@Josh_Amazon I've reopened this ticket again after they closed it. This still doesn't seem like a reasonable solution and felt like a rushed answer by someone who did not take the time to read through my case, understand the issue and resolve it.
Seller_gAyu7glKZ0p1X
@Josh_Amazon I re-opened the ticket so that it wouldn't lock me out/expire. Let me know if this is still something you think you can help out with and if this makes any sense to you..
@Connor_Amazon I was hoping to loop you in here too because I'm honestly not sure if it's related to the other issue RE global accounts or not. But also because you've been able to help escalate my other cases quickly.
Really appreciate all of your help!
Seller_gAyu7glKZ0p1X
@Josh_Amazon I posted this comment on my other thread where Connor is helping me out, but want to share it here to document the relationship. My other discussion is related to my inability to delete, access or merge vendor accounts with my seller central account here: https://sellercentral.amazon.com/seller-forums/discussions/t/d4e7611e-2282-46cc-8ebd-70fce5eed63e?postId=4ca4892b-701a-4e84-ab92-982da9aac962
Here is my comment that I posted on that thread as well
"This account issue/featured offer issue keeps getting stranger..
I reached back out to the amazon ads support (where all of this featured offer, vendor account, global account merging issues started) to see if there was any more information that I could pull from them.
What the ads support agent told me is this: There are two United States ads accounts. One is associated with my seller account and one is associated with these rogue Vendor accounts. The Vendor accounts are showing as the winner of the buy box/featured offer, which is why I cannot initiate a sponsored display campaign via my seller ads account (and probably why my Inventory page shows that I'm not the winner either). She could not remove this account and when I tried to do it myself, it says there are no linked vendor accounts and I can't remove anything. You can see her response in the ads support case ID 16624866651 from tonight.
These vendor accounts seem like they're the source of all of my problems.
- I can't merge the vendor accounts or remove them (nor can I get into touch directly on the phone with vendor support) and am being told the accounts are closed/disabled and can't be merged and deleted. One of which is a vendor express account which is a deprecated service. That's the case ID I originally shared with you in this discussion: 16559511121
- I can't get access to the vendor accounts, I have a case ID 16559939211 that has been churning for 10 days now with no progress or feedback.
- I can't get my seller account to show that I'm the winner of the buy box/featured offer and seller support is telling me the solution is to "Match the sales price with the 'Your Price', effectively zeroing out my temporary sale". That's Case ID 16540972851 and the thread that I also tagged you in - https://sellercentral.amazon.com/seller-forums/discussions/t/899a64fd-a0b2-49be-b27f-ac2b838ea0b8?postId=899a64fd-a0b2-49be-b27f-ac2b838ea0b8.
- I can't win the buy box, therefore I can't create a sponsored display campaign. The original case ID that spared ALL of this is: 16540911511 from all the way back on 10/24.
This has been going on for 14 days now without any real progress. I appreciate your escalation. I hope this added context helps to paint a better picture. This seller account of mine is an absolute mess and everyone I've talked to over the past two weeks keeps pointing to someone else or some other team, closing the tickets and saying there is no problem, or just leaving tickets hanging. I have NOWHERE else to turn except to the community here at this point and the Mod's connections internally.
@Josh_Amazon @Connor_Amazon - Not sure where this discussion should be held at this point considering they could all be related. I'll keep posting/updating wherever you advise me to.
