Ongoing Loss of Buy Box and Featured Offer for Over a Month – Request for Support
Hello Sellers / Amazon Team,
I’m experiencing a serious and unresolved issue on my selling account (PAK_SL), where I have lost Buy Box (Featured Offer) eligibility across all listings for over a month. My Featured Offer percentage dropped from around 24% to just 1%, and it has not recovered since then. This has caused a severe decline in sales.
The same issue happened previously and was fixed without explanation. Unfortunately, it has now returned and has persisted much longer.
✅ Key information:
My Account Health Rating is 540, which is well within the “healthy” range, despite a few policy violations that are already being addressed.
Performance metrics including Order Defect Rate, Late Shipment Rate, and Cancellation Rate are all within Amazon’s thresholds.
Pricing is competitive and listings are correctly configured.
There are no suppressed listings or alerts affecting the catalog.
This seems to be a system-level or algorithmic issue that is impacting visibility across all listings. I request Amazon or any experienced seller to kindly help investigate and advise on restoring Featured Offer eligibility. This issue is significantly affecting business operations.
Thank you in advance for your support.
Best regards,
PAK_SL
Ongoing Loss of Buy Box and Featured Offer for Over a Month – Request for Support
Hello Sellers / Amazon Team,
I’m experiencing a serious and unresolved issue on my selling account (PAK_SL), where I have lost Buy Box (Featured Offer) eligibility across all listings for over a month. My Featured Offer percentage dropped from around 24% to just 1%, and it has not recovered since then. This has caused a severe decline in sales.
The same issue happened previously and was fixed without explanation. Unfortunately, it has now returned and has persisted much longer.
✅ Key information:
My Account Health Rating is 540, which is well within the “healthy” range, despite a few policy violations that are already being addressed.
Performance metrics including Order Defect Rate, Late Shipment Rate, and Cancellation Rate are all within Amazon’s thresholds.
Pricing is competitive and listings are correctly configured.
There are no suppressed listings or alerts affecting the catalog.
This seems to be a system-level or algorithmic issue that is impacting visibility across all listings. I request Amazon or any experienced seller to kindly help investigate and advise on restoring Featured Offer eligibility. This issue is significantly affecting business operations.
Thank you in advance for your support.
Best regards,
PAK_SL
0 respuestas
Angie_Amazon
Hello @Seller_5NUlic6dWRkeG,
In this case, I recommend you to contact with seller support for guidance. To contact them, go to Seller Central > Help > Help and resources, or click here.
If already contacted seller support, you can include the case ID of contact here so I can have a look.
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En este caso, te recomiendo que te pongas en contacto con soporte al vendedor para obtener orientación. Para ponerte en contacto con ellos, ve a Seller Central > Ayuda > Ayuda y recursos o haz clic aquí.
Si ya contactaste con soporte al vendedor, puedes adjuntar el numero de caso aquí para darle un vistazo.
Saludos,
Angie 🌷
Seller_0W4AcRznEyURX
Hola!
Queríamos comentar que en nuestra cuenta de vendedor también hemos sufrido el mismo problema con las ofertas destacadas a partir de las 00:00 del sábado 3 de mayo:
Del viernes 2 de mayo para atrás, hemos tenido entre un 10 y un 20% de nuestro catálogo con Oferta Destacada (antiguamente la Buy Box), con 5000 listings activos, y de repente el sábado... 0%
- Todos nuestros listings, tanto FBM con entrega Prime gestionada por nosotros como FBA, no muestran la oferta destacada, sin importar el precio ni la rapidez de la entrega.
- Precios muy competitivos y opciones de envío en 1 día, por lo que el problema no viene de aquí.
- Métricas de rendimiento buenas (484 puntos en Account Health Rating) y sin defectos.
No hemos recibido ninguna notificación ni alerta de parte de Amazon. Conocemos los criterios del algoritmo (precio, rapidez de entrega, métricas, etc.), y es muy extraño que nos haya excluido de todo de forma simultánea. Incluso rebajar un producto de 10 € a 1 € con entrega al día siguiente no restablece la Buy Box.
Creemos que se trata de un error del sistema o un fallo algorítmico, lo cual nos ha perjudicado a nosotros y veo que a ustedes también.
Tenemos abierto un caso desde ayer que lo detectamos, pero todavía no nos han dado solución. Estamos facturando un 75% menos de lo normal en diario...
A ver si pueden ayudarnos a ambos...
Nuestro caso abierto es 11078072842
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Hello!
We wanted to let you know that our seller account has experienced the same issue with Featured Offers starting at 00:00 on Saturday, May 3:
Through Friday, May 2, we consistently had 10–20% of our catalog in the Featured Offer (formerly the Buy Box) across 5,000 active listings, and then suddenly on Saturday… 0%.
None of our listings—whether FBM with seller-fulfilled Prime or FBA—are showing the Featured Offer, regardless of price or delivery speed.
We maintain highly competitive pricing and next-day delivery options, so those factors aren’t the cause.
Our performance metrics are solid (484 Account Health Rating) with zero defects.
We’ve received no notification or alert from Amazon. We understand the algorithm criteria (price, delivery speed, metrics, etc.), so it’s extremely odd to be excluded across the board. Even dropping a product from €10 to €1 with next-day delivery hasn’t restored our Buy Box.
We believe this is a system or algorithmic error that has negatively impacted us—and it looks like it’s affecting you as well. We opened a case yesterday when we first noticed it, but we haven’t received a resolution yet. We’re currently seeing a 75% drop in daily sales…
Hopefully you can help us both. Our open case number is 11078072842.
