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Hoping we can get some help here, we’ve made many cases on SS but the majority are not understanding the situation and we are losing thousands per month which will only increase if this is not sorted soon. We are currently 6 months in regarding the issue without a resolution.

The issue:

Amazon automatically and suddenly after 1 years of selling decided to change the visibility of our Brand and ASINs (not sure how, maybe browse node?), which in turn has made our listing unsearchable for all organic keywords. (not indexed)

We are only currently searchable by Amazon ads / searching our ASIN directly / searching for long tail low volume phrases / searching our brand name. Everything else, we have completely lost rank for.

I have provided evidence of this attached to case ID: 11204681412, for our main high volume keywords our ASIN used to have around 2.5% share of the impressions (we were consistntly top 10 on the first page organically) but 6 months ago this has fallen to 0%. Since then our organic rank has disappeared completely with our ASIN not being able to be found on any of the pages for the same keywords (hence 0% asin impression share).

We can also tell we have lost rank because our sales have gone from 40+ per day to 1-2 (which the ads are contributing to, as these still seem to work)

I have also tried to manually do an upload file to try to change the browse nodes, but this has not worked. The browse nodes were fine for 1+ years and are still correctly asigned in the backend of my listing.

Seller support say the listing is active, the asins in question are not flagged as adult products and the search feature is working as it should before proceeding to send me listing optimisation articles all of which I have read.

I am running out of options, therefore decided to put out this post to see if an Amazon admin or anyone on the forum can help us solve this. We are generating no organic sales, and losing all our rank to competitors which we spent 1.5 years gaining.

Thanks for taking the time to read this!

I have sent a pallet in to LBA4 which is showing as receiving just 8 out of 304 units on board. Now the FC can't find the remainder of the 350kg pallet

Around the same time I sent a small box into LBA4 - which is showing as missing 8 units - the same ASIN showing as the 8 received on the pallet.

I'm no Einstein but it looks to me like the FC has marked the 8 units as received from the wrong shipment.

I suspect they are now searching for a pallet which they think has started to be unpacked - but actually the pallet has not been touched and is probably sitting with a pile of other 'mislabelled/misplaced' pallets at LBA4

Could an AMZ mod please help out - Seller Support just can't get their head around the fact a mistake might have been made at their end

This could help with the current backlog at LBA4 which I understand is pretty backed up

Case ID 11201218842

@Seller_mIRnuhdx7l5sN @Seller_ZyGdB49sb7An4 @Seller_Udi0JNbTrsmUV

Hi,

I received a product authenticity complaint a few months ago, and have had appeals rejected due to insufficient documentation. Since then, I have been provided additional documentation from my supplier, which was supplied to Amazon on 30 May 2025. I have not heard back since, and would be grateful for an update regarding this submission. Additionally, if there are any further questions, please let me know.

Regards,

minskin

Hi everyone,

About a month ago, Amazon asked me to re-submit verification documents because my account had been inactive for a while. While I was uploading the documents, my internet connection dropped and some files didn’t upload properly.

Now the system doesn’t allow me to upload anything again. It keeps redirecting me to the same page or just goes back to the home screen without giving me the option to re-submit.

I’ve tried emailing seller-verification@amazon.com, but I keep getting a “mailbox full” error. I also tried contacting appeals@amazon.com, but all I get is an automatic reply saying I used the wrong channel.

I can still log into my Seller Central account, but I’m stuck—I can’t proceed with the verification and can’t get help from support. My documents (ID, bank statement, utility bill) are ready and complete, but I have no way to send them.

Has anyone experienced something similar or found a way to fix this?

If any moderators see this, I would really appreciate your help.

This situation is blocking me from getting my account reactivated and continuing my business.

Thanks in advance 🙏

Hi everyone,

I'm currently having trouble getting my brand approved, and I know it's because my brand name and logo are not printed directly on the packaging box. I can provide one box that fully meets the branding guidelines and I’ll be able to get my brand approved.

My question is: once the brand is approved, would it be acceptable to use branded stickers on the boxes instead of having the logo directly printed on each box?

The issue is that my supplier requires a MOQ of 1000 units to print directly on the boxes, which i dont want to do right now for obvious reasons as a new seller and new product.

Any advice or suggestions would be greatly appreciated!

Thank you.

Hi everyone,

I’m hoping someone can clarify this for me. I currently use Royal Mail 24 and Royal Mail 48 services to fulfill my Amazon orders. As you know, these aren’t fully tracked services, but they do provide delivery confirmation when the parcel is delivered (a barcode scan at delivery).

My question is — if I dispatch an order using Royal Mail 24/48 with delivery confirmation, and later a customer opens an A-Z Guarantee claim saying the item wasn’t received, how is this handled by Amazon’s system?

Since the decision process is largely automated (AI-based, not human-reviewed initially), and these services aren’t classed as ‘tracked’, would the AI still side with the customer even if I can provide the delivery confirmation scan?

Would appreciate hearing from other sellers who’ve been in this situation — or if there’s an official Amazon position on using services like Royal Mail 24/48 for fulfilling orders and how it affects A-Z claims.

Thanks in advance for any advice!

Hello,

Is there anyone we can contact to file a complaint about the SAFE-T claim team? They have completely denied claims despite us providing all the additional information requested. Their responses remain the same without any clear logic or grounds. This issue has occurred in multiple cases over recent months, and they seem to be disregarding the policy themselves while buyers take advantage of the situation. If Amazon intends to allow this misuse of the policy, then Amazon should take responsibility rather than passing it on to small sellers.

Can anyone please advise where we can escalate issues related to the SAFE-T claim team's responses?

Thanks

Is anyone experiencing the unknown charge on expenses in "other" section?

I got charged -$£2,747.05

Support could not assist. They transferred me to someone else and I havent heard back ever since. I also tried to request that funds but the link they provided to me for video interview does not work. Funds team said they will respond in 10 business days but it is been 2 months.

I have had zero violations on my account. I built this business by myself over 4-5 years and it has become my main source of income - so this is quite depressing.

Amazon requested me to send them documents proving I'm a UK established business that pays VAT. They never formally rejected my documents - they just kept spamming the same performance notification asking me for the same information over and over again.

About 3 weeks in, and after having about 3 phone calls with account health, it turned out that the address they wanted me to prove was my OPERATING address instead of REGISTERED address. I gathered as much evidence as I could since then (utility bills, commercial invoices etc). and sent it to them. Since then it has been a wild goose chase. I've had to send this information multiple times too, and to multiple email addresses (all of this under the advice of account health).

It has been 6 weeks since I sent the last bit of information they asked for and I have had no response. I have lost over £150K worth of sales and paid over £15K in storage fees in these 3 months. Every time I call Account Health they tell me all I can do is wait. The more I wait, the more I lose in storage fees. They refuse to give me any rough estimate whatsoever on when this will be complete - I could still be waiting next year for all I know.

This has just an extremely stressful and depressing past few months. I did nothing to deserve this - this is just Amazon refusing to look at the documentation and reinstate my account at this point. This issue has been escalated twice in the last week. 5-6 days ago I received an e-mail from the "specialised team" it has been escalated to telling me I'll hear a response within 72 hours. They have not responded.

I'm not sure what to do at this point. Do I just accept that the accounts gone? I can make a new company, new seller account, and pay another £15K or so to get stuff removed from the Amazon warehouse but it's always in the back of my head that by the time this is all done my actual account will be reinstated by then. It's a frustrating dilemma. Really seems like Amazon is just torturing me at this point. Has anyone been through anything similar? Any advice?