Hi Sellers,

We’ve been facing a serious issue since April 6 with one of our best-selling listings. The ASIN was temporarily suspended for review after one customer complaint, and although we provided all required documents and the listing was reinstated the next day, the Featured Offer has never returned.

This has had a major impact on our business:

Ads stopped running completely — Amazon paused all campaigns tied to this ASIN.

We went from 15–20 orders per day to 1–2 orders a day.

Our monthly sales dropped by 85%

Organic ranking fell from Top 100 to #700 in our category.

We are in peak season for our product, and we’ve invested thousands in photography, production upgrades, and customer support staffing.

We are the only seller and manufacturer of this product. It’s non-refundable by nature, but we still accept returns just to keep customers happy. We’ve worked hard to maintain great metrics:

82% 5-star rating

Perfect account health

Fast messaging and customer resolution

All documentation verified

We’ve contacted support multiple times. They say the listing is Featured Offer eligible, but it still shows only “See All Buying Options,” and we cannot run ads.

Has anyone else experienced this with a custom listing or after a temporary review suspension?

Could a backend flag still be affecting Buy Box eligibility?

Does Amazon’s return system misclassifying reasons (e.g., delivery issues when the actual problem is installation difficulty) impact CX scores enough to suppress the Featured Offer?

Is there any way to escalate this beyond standard seller support?

We’re open to insights, escalation suggestions, or even shared experiences — anything helps.

Thanks in advance,