ASIN Missing from Best sellers list - Seller support not willing to help

We've had a product at the top of the best sellers ranking since June, all of a sudden its completely disappeared and showing no rankings... competitors have come into the catagory and now showing as high ranking on the same browser node.. seller support are saying they deem it to be in the wrong node... and every message back and forth seems to be useless as they can't be bothered to read the full conversation

this is the latest message

We understand that you are frustrated and we sincerely empathize with your concern with regards to ASIN missing sales rank.

We will surely look and help you in this regard. Thank you for reaching out to us. I am the right person to solve this problem for you.

We request you to please note that ASIN is not eligible for a sales rank. ASIN is eligible for sales rank in relevant browse node categories only. We determined that node : 10293767031 is not a relevant assignment for ASIN(s) : B0C29LZ5P8.

If you think that the ASIN(s) should belong to the browse node(s) or if you want them to be reassigned to a more relevant node, please provide us with the proposed value of browse path.

Kindly accept my apologies as I understand that this may not be the response you would have anticipated.

We understand how important this must be for you to run the business. We appreciate your understanding in this regard.

Please can somebody help! - the item is handmade to order and in the catagory with all the other handmade keychains (we are registered on the handmade section)