Hello Fellow Sellers and Forum Moderators,

I’m reaching out to the community for advice on a critical issue that has caused severe disruption to our Amazon business.

We are one of the Top 100 UK Amazon Sellers, operating exclusively under Seller Fulfilled Prime (SFP), with an annual turnover exceeding £15 million. Our business focuses on essential goods, such as groceries , which are crucial for customers, particularly during the ongoing cost-of-living crisis in the UK. Despite adhering to Amazon’s policies and maintaining the highest levels of customer service, a significant number of our listings have lost the Buy Box and are no longer featured as Featured Offers.

This situation has caused:

Massive Revenue Loss – A 70% drop in daily sales, amounting to an estimated £1 million loss over six weeks.

Customer Disruption – Delays in access to essential goods that customers rely on, at a time when fair and competitive pricing is critical.

Operational and Reputational Damage – Our ability to compete and serve customers effectively has been severely impacted, jeopardizing our commitment to maintaining accessible pricing for essential goods.

Key Concerns and Policy Breaches:

Fair Pricing Policy:

Our pricing remains competitive and adheres to Amazon’s Fair Pricing Policy. However, the removal of the Buy Box suggests otherwise, without any justification.

Amazon has failed to provide transparency or clear reasons for this decision, breaching its own commitment to fair evaluations of seller pricing.

Buy Box Eligibility Requirements:

We consistently meet all metrics, including price competitiveness, customer satisfaction, and shipping performance. Despite this, our Buy Box eligibility has been removed, which contradicts Amazon's stated guidelines.

Communication Failures:

We have flagged this issue multiple times with Seller Support, yet the responses have been generic, delayed, or completely unhelpful. This lack of clear guidance violates Amazon’s obligation to provide transparent and timely communication.

Our Requests:

We have formally requested Amazon to:

Provide a detailed explanation for the loss of Buy Box and Featured Offer eligibility.

Reinstate the Buy Box for all compliant listings immediately.

Ensure transparent and effective communication going forward.

If the forum moderators or Seller Support team do not respond promptly to help resolve this issue, we are prepared to escalate further. We will:

File a formal complaint to the UK Managing Director of Amazon, outlining this situation.

File a complaint with the Competition and Markets Authority (CMA), as Amazon’s actions may constitute anti-competitive behavior under UK law.

Consider initiating legal proceedings to recover damages under the Consumer Rights Act 2015 and Unfair Trading Regulations 2008, due to significant financial harm and potential market distortion.

Why This Matters:

Our business employs 65 team members and ensures timely delivery of essential goods to thousands of UK households. As a trusted seller operating under SFP, we contribute significantly to Amazon’s marketplace and maintain the highest standards of service. This issue not only impacts us but also affects Amazon customers who rely on accessible and affordable essential products, especially during a time of rising living costs.

Has anyone in the community faced a similar issue, and how was it resolved? We would greatly appreciate any advice or insights you can provide.

Moderators: Please escalate this issue internally to the relevant Amazon teams immediately. Failure to respond will leave us with no choice but to proceed with formal escalation as outlined above.

Thank you