Lost Buy Box (Featured Offer) MEGATHREAD
I'm getting nowhere with Seller Support (Live Chat & Phone), made a ticket asking for escalation, E-Mailed CEO's office and got a pretty rude reply, I'm at a total loss as to what to do. I have lost the buy box for ALL of my key products and best sellers, I am the brand owner, I am the only offer.
I am stunned at how little support there is from Amazon, I knew it was bad but I had no idea it was THIS BAD. Absolutely no transparency what-so-ever, nothing on performance notifications, account health is perfect, no violations, I am enrolled on the new Account Health Assurance scheme (which gave me peace of mind for all of 3 days).
With the CEO's office giving me the cold shoulder, seller support sending me links to 'Seller University', spending in excess of 10 hours trying almost everything on my account blindly, I'm at a complete loss sitting here with next to no sales. So my last resort is this... a mega thread... I'm hoping with enough people complaining about the issue, Amazon MAY acknowledge this problem as a bug/glitch before I have to file for bankruptcy (no exaggeration) and when they do, I also expect no apology or compensation.
Lost Buy Box (Featured Offer) MEGATHREAD
I'm getting nowhere with Seller Support (Live Chat & Phone), made a ticket asking for escalation, E-Mailed CEO's office and got a pretty rude reply, I'm at a total loss as to what to do. I have lost the buy box for ALL of my key products and best sellers, I am the brand owner, I am the only offer.
I am stunned at how little support there is from Amazon, I knew it was bad but I had no idea it was THIS BAD. Absolutely no transparency what-so-ever, nothing on performance notifications, account health is perfect, no violations, I am enrolled on the new Account Health Assurance scheme (which gave me peace of mind for all of 3 days).
With the CEO's office giving me the cold shoulder, seller support sending me links to 'Seller University', spending in excess of 10 hours trying almost everything on my account blindly, I'm at a complete loss sitting here with next to no sales. So my last resort is this... a mega thread... I'm hoping with enough people complaining about the issue, Amazon MAY acknowledge this problem as a bug/glitch before I have to file for bankruptcy (no exaggeration) and when they do, I also expect no apology or compensation.
Seller_QIMWRIIsqJQai
ATTENTION: First piece of actual explanation I've received after this was resolved for me was a closing note from the CEO's office:
Greetings from Amazon Selling Partner Support Executive Escalation Department.
In relation to your featured offer issue I can confirm this has been reviewed by our technical team who confirmed the fix as the override has been granted,
All your listings should be now eligible for the featured offer / buy box privileges,
I would recommend anyone who sees this please email CEO's office managingdirector @ amazon (.co.uk) for a quicker resolution until there's a permanent fix in place!
1.7K replies
Seller_IC5dxZRZpcM4T
RELAX: THIS IS THE REAL REASON FOR THE FEATURED BOX CHANGES...
https://sellercentral.amazon.co.uk/gp/tech-notifications.html?ref=nswg_scgw_GM8RLDHVZGU8TAKD_en_GB_0_nslp&id=GM8RLDHVZGU8TAKD&communicationDeliveryId=c91828a5-a59d-4eef-b4c6-6bad9725e4fb
"UK Commitments on Featured Offer 21 Feb 2024
Following the agreement reached recently with the Competition and Markets Authority, which covers the Amazon store in the UK, we will update the Featured Offer criteria in May 2024 for the UK store.
As we strive to show our customers the best Featured Offer on the product detail page, we'll continue to ensure that the criteria used to determine the Featured Offer are non-discriminatory and treat sellers and Amazon retail equally. Eligibility for Prime and the Prime badge won't be a criterion when determining the Featured Offer. Prime will continue to offer free and fast delivery which are factors that customers value and therefore are relevant in determining the Featured Offer."
Seller_FMVUEqPJFBRxD
Has anyone also had issue with BSR not updating since this issue with the buybox.
All my asins despite sales BSR rank has not moved since this issue was fixed.
Seller_EzPSkar5mKJ7G
Lost all my buy boxes which I had for number of years and every single one has vanished. They were well priced for few years and it helped me run my business now sellers with zero ratings have my buy box where as there was a criteria before for delivery rate, price and account rating.
I would appreciate the help on my account.
@spencer_amazon
Seller_KXyRWHcpbMNpI
Update: I got all of my featured offers back, i contacted amazon internal team on live chat, at start seller support clearly stated that we can't do anything as its an automatic system.
Then i explained to them like you explain to a child and requested to escalate the issue to amazon internal team to look at it. after 48 hours i received an email with acknowledgment and an apology & i got my buy box and rankings back.
Seller_byPXKXcNjFVd8
Hi, I'm also experiencing the problem of inexplicably losing my buy box, but I'm having problems with the German site not the UK site, who should I contact?
I've been losing my buy box for months and have lost a lot of money, I'm at the end of my tether and I feel like I've seen a ray of hope when I read this post today.
I hope someone can help me.
Seller_UGwQ00S8hDZJz
Hi Spencer,
We have Featured Offer issue in German marketplace, could you fix it? B0C6TX7YRR
Spencer_Amazon
Hello @Seller_UGwQ00S8hDZJz, @Seller_9vDo4qkMONSAB, @Seller_gyP7QgSmDXuID,
I have added your ASIN to the list.
@ALL SELLERS!! IMPORTANT REQUEST!
FOR THE SELLERS WHO STILL DO NOT HAVE THE FEATURED OFFER / BUY BOX, PLEASE LET ME KNOW HOW LONG YOU HAVE BEEN WITHOUT IT.
OTHER SELLERS, PLEASE LET ME KNOW HOW LONG YOU WERE WITHOUT THE FEATURED OFFER / BUY BOX BEFORE IT WAS RESTORED.
Thank you all for working with me.
Regards, Spencer
Seller_gyP7QgSmDXuID
Thanks for getting back to me @Spencer_Amazon it's been nearly 7 days since I lost the Buy Box on these offers. It happened after I had to turn my account on holiday mode for 1 day, when I turned holiday mode off I lost the Featured offer on all of the listings.
Seller_UGwQ00S8hDZJz
I also used holiday mode in some marketplaces. Now in those marketplaces I can't get a Buy Box. So maybe it's related to these settings..? :)
Seller_5TRgiJonu2zNI
Hi Spencer @Spencer_Amazon
Can you please have a look as well?
We are facing same problem which happened on 27 April.
It should be kind of system bug and many other seller facing this issue.
Can you chck our asin B0CXDM6JJS, B0CMQ89SJ9, B0D2W6P1FV and B0CPXYB2BL.
All are FBA and lowest price. Buybox was all good until 27 April
Losing our bsr rank and sales
Can you please let the team fix these ASAP?
Best
Seller_U6Y2KC0y6bC9I
I lost my buybox on the same day for all my products, please help me to recover buybox
Asin：B0CMQ89SJ9
Asin：B0CPXYB2BL
Asin：B0D2W6P1FV
Seller_EZx7ouoVOqAe5
My sales have suddenly dropped to 0 for over a week, and have no idea why? Nothing I have tried has helped to improve the situation. Were do you find the email address from on who to contact? Can this be fixed?
Seller_WLtwo2ZVhyV56
hi my buybox had dropped from 38 percent to 3 percent. i have tried everything to fix it over past two weeks but nothing seems to be working. Can someone help me please?
Seller_hgWr16CS93TNM
Hi Spencer,
I am really sorry to have to bother you as i imagine you are really busy with this mess of featured offers not working.
I was hoping you could look into our account though, we have over 5000 asins, and we had a 63% 30 days ago and now its 4%.
I have tried to contact support, with the normal response of nothings wrong and it my fault for allowing my account to not be in good health.
I have tried to contact the MD but again with no response.
Our business has gone from 50+ sales a day to 1or 2.
we have staff to pay and bill mounting up... postage etc now with no way to pay them.
Please can you look at our account and apply the fixes you have for others.
Thanks
George
Seller_uurY8kdoYLmpj
@spencer_amazon still no resolution you replied to me earlier and my sins were sent to the relevant department we are stilll not getting the featured offer our % is down to 2%
Seller_Nx3Da5XPngGEm
Our buy box % winning has gone down a lot recently too with Amazon selling it themselves. It feels like it's being shared less often, even if we're offering a better deal. Hopefully this goes back to normal soon/back to how it was. It definitely feels like something is different, as it's never dropped by this much % until recently. We obviously try to keep our margins up too and don't keep dropping the price, but even so.
