Hello,

We started selling via FBM Prime in August, and our business was showing promising growth. In August 30, I received a notification confirming that my Account Review had been successfully completed. Around the same time, our listings stopped winning the BuyBox, which has drastically affected our sales. No noticeable changes occurred, and I didn’t receive any notifications about specific issues.

All of our metrics, including On-Time Delivery, On-Time Shipment, Seller Rating, Prime Seller status, pricing, and estimated delivery times, should allow us to win the BuyBox. However, we haven’t won it a single time in the past two week. Each time I open a case with support, I receive the same generic response:

• -Provide great customer service
• -Ensure product authenticity and quality
• -Prevent chargeback claims

As a second step, I decided to switch to FBA, assuming that FBA listings would automatically become eligible for the BuyBox. Unfortunately, even FBA offers have not won the BuyBox in the past week. And once again, the response to my case ID 10186768002 was the same generic reply as before.

Attempts to call or start a chat with support have been unsuccessful for the past three days, as the system keeps asking me to try again later.

After trying various methods and tweaking settings, I suspect that there might be an external issue, or perhaps my account has been flagged or blacklisted in some way. This situation is severely impacting our sales and business, and I’m reaching out for help to understand what could be causing this problem.

Any insights or assistance would be greatly appreciated.

Best regards,

Wexen Limited