pray your SAS team isn’t this bunch:
Charlie Burke: [email protected]
Megan Pattison : [email protected]
Dashaah Shirley: [email protected]
Valerie G: [email protected]
Nope, never heard of any of them.
so, I wrote back and said that the claim I deleted them is insane and wrong, and the idea I could rebuild the listings without a single reference to what they were even named, let alone the other attributes, as crazy, they now said they likely deleted them, as that helps updates to unlock and push through. So they now claim they will undelete and do an update to add the attribute that was already added on the 11th of April.
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Fuqin incompetence for $12k is what you got.
My own experience this week.
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Created a case for Catalog Team - of course a majority of cases are initially handled by a bot
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Bot kept responding to case for a request/query that wasn’t even made - keyword scanning
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Talked to Category team to find out that Brand Registry support has final say on the matter
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Contacted Brand Registry directly with a separate case alluding to prior closed case and the never ending loop that I went through.
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Brand Registry responding with the typical 48 hours it should be resolved
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After 72 hours had to follow up and tell Brand Registry it wasn’t resolved.
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Case was then responded to, again, by Seller Partner Support (not Brand Registry) alluding to the same loop/process of prior case.
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Had to respond to Brand Registry to re-read the case. Brand Registry responded and confirmed that they had to escalate issue to an internal team
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Requested name of Team for future reference - they responded that only Brand Registry could contact them and that the current approach was the best one.
10 They then confirmed the issue but entered a completely different ASIN
- Had to clarify with Brand Registry what the correct ASIN was
Basically, we’ll keep doing dumb ■■■■ until you pay us 3k a month + % and we’ll still do dumb ■■■■.
Fun times.
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Here is something interesting I just learned. Now, I want to be clear, I’m proud of this family friend… but still:
We have a family friend who is probably late 20s now. He barely graduated high school, sort of a recluse, never did college. Just a computer nerd who likes games.
He is now making $160k/yr as a Server Technician at Amazon with no previous experience. First job.
So happy for him… but… explains a lot.
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Not sure if this is good or bad:
Hit up all levels of SAS on Friday morning, as no update had taken place, and all 12 asins were still listed as Deleted. Of course, this is the best Amazon has to offer
Today there has been one change. I noticed that my stranded inventory fell by about 100 units, which I thought was good news, but it turns out that 3 of the deleted ASINs are now removed entirely, nowhere to be found.
I can’t find them anywhere, completely removed from any dashboard, taking about $13k in inventory somewhere with it.
Bad sign, or good sign?
The listings are just gone. I cannot figure out a single way to confirm they exist or ever existed. No report shows them and there is not a single dashboard willing to show them.
Is there any way to see listings that have been removed in entirety?
Holy sh*t. I just received a ton of boxes from Amazon today with some of the inventory from those 3 completely removed ASINs.
They are returning to seller that inventory. What the hell? They gave me their word I had until 5-18 to get resolved.
Have you ever downloaded category listing reports? That is a good thing to do on a quarterly basis. If they are not available in your list of reports you can download, (it is a beta option for me but before it was an option I would request to have them made available every 3 to 6 months)
From such reports you should be able to re-construct listings. I make sure to keep all the information and images on my own web site as backup and convenient links to the photos to put into the spreadsheet for upload of my listings should I ever need to upload the files again.
I also keep the original files from when I create the listings as backups. I don’t like to do it on the web interface anymore since that doesn’t automatically give you a backup.
I mean count yourself lucky they returned it rather then destroyed it.
Also, we all know not to take amazon at the word of a 3rd party outsourced representative
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Yes, I requested access to that function and I ran the report, but all of the listings in question were removed from it.
They were all restricted at that time and when I asked Catalog why I can’t see them showing up in the report, she says that was because they must no longer exist or were deleted. She must have been seeing into the future, because the listings switched from Restricted to Deleted in the next 24 hours.
Seller Support first tried to blame me for them being deleted, until I showed them the ticket where I was asking why they weren’t showing up. And it made no sense for me to delete them since I was awaiting re-instatement.
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Do these products have UPC? What happens when you scan or enter the UPC into the system? Does that UPC exist in Amazon’s database anymore?
Good question. Let me try tonight. They all have GTINs
One thing that is strange. I’m looking at the 3 ASINs that have been removed entirely, I can see them now as part of the Amazon-created Removal Order, but that is the only place.
One thing that stands out is somebody changed their titles before the removal. The titles are incorrect and do not match the ASIN.
Anybody ever heard of this? Why would Amazon change my listing titles to something different?
How changed are the titles? Like a totally different item or perhaps an older version of the title?
neither.
Like, they were renamed to be incorrect. not old. So:
Correct:
Wooflinen Luxury 100% Viscose Sheets 4pc Full - Breathtakingly Soft Cooling Sheets - Matte White
Current:
Wooflinen Pure 100% viscose Duvet Cover Set 3pc Queen - Wonderfully Soft - Matte White - Duvet Cover + 2 Pillowcases
They changed the title to an entirely different product and change the variation size. Neither the size nor the title structure is right.
In short, any ASIN with a 4pc sheet set is now titled as a 3pc Duvet Set, and any asin with a 3pc Duvet Set is now titled as a 4pc Sheet set.
Maybe SAS was trying to change the titles for me and ended up getting their ASINs crossed, incorrectly naming them.
Sorry Ryan, this is insane. I can’t believe what I’m reading.
Is there more to this story or is this just stupidity on Amazon’s part? Nightmare and SAS is just letting your business crumble and isn’t doing anything which is unbelievable. They are rated on account performance as part of their metrics…
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I have no idea. I have a ticket to Seller Support asking to extend any automated removals since the case was strange and still pending. They said no problem, marked it, and I did the month extension as well.
less than a week later I receive 8 of 80 units being removed back to me, all the orders created rapidly over the weekend, with strangely fast shipping (one removal order is yesterday, and I’m getting product).
I can send you my entire case log, it’s 5 pages of insanity. Every time they say re-instatement is easy, just one little attribute change… and things are getting worse by the day.
Let me sum up what my attorney sort of summed up… (next reply)
March 21st
12 ASINs drop.
After SAS and Seller Support mistake the problem for a couple days (missing info, not true, antibacterial, not true) – SAS is wrong, seller support later gets it right – they give a hint on what the issue is: Textile Products.
March 25th
I am told we need to update one attribute for reinstatement. The catch is that it has the “lock” symbol next to it and SAS/SS has to do the change on their end, for all 12 ASINs.
SAS is able to update the attribute after a few days, I screenshot it, but it won’t push live.
March 30th
Seller Support says they cannot accept changes to the “Fabric Type” attribute because my ASINs are now incomplete.I would need to update the listings with all information required, such as Brand – which existed for 3 years – until they could then update the “Fabric Type”.
March 31st
SAS Rep files an appeal (through a new case) on my behalf, acknowledging that all required actions have been taken and updated on “Fabric Type”, but the changes are refusing to push live, requesting reenstatement so the changes can push through.
What is your desired result?
Re-instatement of ASINs so all necessary updates can be made by Seller and/or new CAU task to be in compliance with Textile Product Descriptions Policy.
She also alerts SS in the appeal that the claim the listings are INCOMPLETE is false, and a mistake made by their “Winston Task Notes”
Seller Central is showing all required fields filled in, not incomplete as the Winston Task notes (Task 215340). Seller initially contacted Seller Support on 3/22/23, I submitted a Business Critical task as these are Top ASINs on 3/23/23 (Task 213752), but we have been unable to get the necessary fields either updated or unlocked in order to appeal for re-instatement.
Her appeal is rejected, strictly because the Seller Support bot didn’t want to start a new case, and instead demanded all correspondence be run through the original case… This appeal therefore was DOA.
April 4th
SS sends an update…
we have identified that the fabric type of the products should be changed to “100% Bamboo Viscose”. If for any reason the system does not allow you to make this change, we kindly request that you provide us with the batch ID
I immediately respond with:
The Fabric Type changes have already been made to the ASINs. They all show attribute “Fabric Type” as “100% Bamboo Viscose”. I’ve attached as screenshot showing what I see. The changes just need to be PUSHED LIVE – which might require re-instating the listings FIRST – and then the changes will go through.
I attached a screenshot showing what they were asking was already completed. Not that I had to, because the March 31st appeal by my SAS Core Manager acknowledges that task had been completed.
April 19th:
An Issue Assistance Associate creates a new case referencing the primary case, asking why we have not been reinstated. She opens with…
IMPORTANT BUSSINESS CRITICAL
Related SIM: https://t.corp.amazon.com/P86017263/communication
ASINs B082KHX577, B082K97PNP, B082K6NRCC, B082K6674N, B082JXSSBL, B082J8PM47, B082J866GW, B082J81BCX, B07WLQVQQW, B07WCXZVW5, B07WCF5VFT, and B07W76Z7FV
are erroneously marked as restricted
And ends with…
The seller has added the generic fiber name (viscose) to the detail page of all the ASINs. Could you please review each SKU and reinstate them? Please note that this is a business critical matter for our seller since their ASINs are top selling, and we need them reinstated as soon as possible.
This request is also DOA, and rejected by SS bot saying the Associate’s email is not linked to my selling account, so her request cannot be taken seriously. Then it gives her a guide on how to recover password.
May 2
Finally an answer, and new SS person, from Seller Support…
My name is Fabricio and I am an specialist for Amazon Issue Assistance, I have worked on your case and I have managed to unblocked the “fabric_type” attribute, this means that I was able to remove the values under this attribute that were causing the issue with your ASINs.
I will need you to add the value “100% Bamboo Viscose” for the “fabric_type” attribute.
So, the exact same thing we already successfully accomplished, as confirmed by my Rep, by March 31st.
At the time I received this ticket, things go really odd. All my listings were switched from Restricted to Deleted, removing the ability for me to edit ore view the listings at all.
I had to put in an Escalation with my SAS Rep, asking that she “undelete” the listings so the changes could be made. The SAS Manager says I was the one who deleted the listings, so I have to change them. I showed the ticket where I asked why the listings were suddenly deleted, and he admitted they then deleted the listings… responding by email on May 3rd:
Ah, ok that explains it. Didn’t realize SeSu deleted them on your behalf. They needed to delete them for >24 hours for the attribute field to unlock, which it has.
Megan, can you please submit a request to RBS with the asins/skus and ask them to relist and while updating the fabric type attribute to “100% Bamboo Viscose”. Once the case is open can you please send me the Winston link and I can push them.
Megan replies and confirms the task has been submitted, on May 3rd. I’ve sent 4 emails since, including alerting them to the removed listings, haven’t gotten one single response.
Added 3 new queries to the case since Friday, no response at all back.
They keep claiming they will have this simple attribute fixed, and things just keep getting worse.
There is either something they are not telling me or this is intentional shuttering of a business to protect a vendor. That’s the only thing that makes sense.
Damn… Sorry
This is beyond words. Hopefully thing turn around tomorrow. You never know.
Who has your lawyer contacted if anyone?