Product catalog issues, I can't get support to actually help
We have an ongoing issue that we have repeatedly asked support to help us with, we are getting nowhere. Our cases keep getting closed without anything being done to address our issues. How can we get someone at Amazon to actually listen to what is happening and make sure it gets fixed?
We sell printed apparel. Our products are shirts and other apparel items with various designs printed on them. The system keeps thinking we are selling the thing printed on the shirt, not a shirt.
Right now we're trying to fix the issues that happen at upload. The first one looks like this.
18367 Warning Having the most applicable product type for a product enhances both the seller and customer experiences; therefore, we have amended the product_type of your submission from SHIRT to PET_APPAREL..... If you feel both the product type you had selected and the original SKU attributes are correct, please contact Seller Support/Selling Partner Support.
I submit this to seller support, case gets closed with not even an acknowledgement that anything went wrong processing our file.
Sometimes they don't process, other times I get a followup error 8541 that says The SKU data provided is different from what's already in the Amazon catalog. Merchant: 'PET_APPAREL' / Amazon 'SHIRT'.
we sent Shirt
Other times we get an error because we dont' have a UPC code exemption for PET_APPAREL (or whatever category it was changed to. It's NOT pet apparel. We didn't send pet apparel.
And we also get some errors where Amazon didn't change our product type at upload this time, but did change it previously, now our correct product type doesn't match the incorrect product type.
We changed the names of a few colors over time. Some because we thought the new name was better. Some because Amazon told us to change the name. We then get 8541 Error The SKU data provided is different from what's already in the Amazon catalog
We are the brand owner, in the brand registry, and the only seller. Most of the ASINs the change worked. The ones it didn't work now give errors we can't get passed.
We also get poor 8058: The following attributes are missing for SKU: []: [brand].
Brand is in the file. It's in every single record. We got 72 of these errors in a single feed file. Brand was in every record.
We can't upload a single product feed file without getting errors like these. We can't get seller support to even aknowelge that there are issues.
Does anyone know how we can get these issues actually addressed?
Seller support pointing us to help articles and closing the case doesn't help when we're sending the correct data and it's not being processed correctly.
Product catalog issues, I can't get support to actually help
We have an ongoing issue that we have repeatedly asked support to help us with, we are getting nowhere. Our cases keep getting closed without anything being done to address our issues. How can we get someone at Amazon to actually listen to what is happening and make sure it gets fixed?
We sell printed apparel. Our products are shirts and other apparel items with various designs printed on them. The system keeps thinking we are selling the thing printed on the shirt, not a shirt.
Right now we're trying to fix the issues that happen at upload. The first one looks like this.
18367 Warning Having the most applicable product type for a product enhances both the seller and customer experiences; therefore, we have amended the product_type of your submission from SHIRT to PET_APPAREL..... If you feel both the product type you had selected and the original SKU attributes are correct, please contact Seller Support/Selling Partner Support.
I submit this to seller support, case gets closed with not even an acknowledgement that anything went wrong processing our file.
Sometimes they don't process, other times I get a followup error 8541 that says The SKU data provided is different from what's already in the Amazon catalog. Merchant: 'PET_APPAREL' / Amazon 'SHIRT'.
we sent Shirt
Other times we get an error because we dont' have a UPC code exemption for PET_APPAREL (or whatever category it was changed to. It's NOT pet apparel. We didn't send pet apparel.
And we also get some errors where Amazon didn't change our product type at upload this time, but did change it previously, now our correct product type doesn't match the incorrect product type.
We changed the names of a few colors over time. Some because we thought the new name was better. Some because Amazon told us to change the name. We then get 8541 Error The SKU data provided is different from what's already in the Amazon catalog
We are the brand owner, in the brand registry, and the only seller. Most of the ASINs the change worked. The ones it didn't work now give errors we can't get passed.
We also get poor 8058: The following attributes are missing for SKU: []: [brand].
Brand is in the file. It's in every single record. We got 72 of these errors in a single feed file. Brand was in every record.
We can't upload a single product feed file without getting errors like these. We can't get seller support to even aknowelge that there are issues.
Does anyone know how we can get these issues actually addressed?
Seller support pointing us to help articles and closing the case doesn't help when we're sending the correct data and it's not being processed correctly.
10 yanıt
Seller_uoLPUzpiW5nS0
I am so frustrated. Support closed my case AGAIN without helping resolve the issues.
I spent over an hour carefully explaining in detail, again, why the errors we are encountering are wrong, that our data is correct. The case was closed again within minutes.
Why can't I get seller support to even acknowledge we need help?
I had to open it again and write this.
DID YOU EVEN READ WHAT I WROTE?
Warning 18367 - THE PROCESSING CHANGES THE DATA WE SENT THEN FAILS PROCESSING! WE SENT THE CORRECT DATA! The instructions I'm given to correct this says CONTACT SUPPORT. THAT IS WHAT I'M DOING!
Error 8058 - THE PROCESSING RESULTS SAYS DATA ISN'T IN THE RECORD WHEN IT ABSOLUTELY IS IN THE RECORD!
For the other errors where things don't match the catalog, the catalog is wrong. We're trying to correct it. We are the brand registered brand owner, these are our branded listings. LET US UPDATE OUR LISTINGS AND FIX THE CATALOG!
DO NOT CLOSE THIS CASE AGAIN. HELP US ACTUALLY SOLVE THE PROBLEMS.
Seller_uoLPUzpiW5nS0
How can we get help with this. I send screen shots to support, they give canned answers that show they didn't bother to look at the screen shots or read the words I wrote and close the case. Over and over.
Has anyone had similar issues and managed to get it resolved? Is there anyone from Amazon here who can help me get the right people to look into the issues?
Seller_uoLPUzpiW5nS0
Is anyone from Amazon even reading this? I had a support specialist tell me.
I'd like to apologize for the delays you encountered in trying to address this issue; that's not the seller experience we would hope you'd encounter when reaching out for assistance.
Then they proceeded to say they would not help me and closed the case!!!!
Glenn_Amazon
Hi there @Seller_uoLPUzpiW5nS0,
I'm sorry for the difficulties you have had with your listings and I appreciate your patience . I'd like to review to see what options I can offer to escalate your issue. Please reply with your most recent Seller Support Case ID and I will review to see what next steps are available. Thank you.
-Glenn
