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Unable to edit listing details, support stuck in a loop
We're unable to edit one of our listings whether through flat file upload, edit button, or support ticket request.
The listing previously had language in the A+ content (we updated this), and currently has language in the description field referencing mold and mildew that violates the pesticide policy. I believe this is the reason we are unable to edit the listing, however I have 2 support tickets that are stuck in a conflicting loop.
Case ID 15824088021 - This one got us to the point of completely suspending all A+ content so that the ASINs can be "reactivated" despite the ASINs referenced being active and continuing to sell. We've proceeded by suspending and editing all A+ content to be compliant, but each response from support references the "mold and mildew" language that's in the basic description field (non A+ content).
We've deleted the ASIN for 24 hours, and then uploaded a flat file update with the required changes, which indicated it was successful with no errors. These changes still have not taken effect after over 48 hours.
Case ID 15853265601 - We requested that the description with "mold and mildew" language be updated, and pointed out that our flat file update shows successful but the contribution is not showing on the listing.
Support responded that "there are currently no restrictions on the listings", which did not actually address the issue.
Mods is there anything else I should try, or is this something you can assist with? @Glenn_Amazon
Thanks!
-Josh
5 replies
Seller_fKSXU93GgETHi
Update to this:
So it seems like the ASIN has a restriction on it that prevents us from editing it.
Last week I talked on the phone with a Rep under Case ID 15868780011, and the Rep confirmed that "there is definitely a 'glitch' on this ASIN preventing it from being updated". The Rep believed that submitting a product description update would "fix the glitch", however this attempt was unsuccessful.
I've submitted a handful of support requests trying to update the various things wrong with the title, bullet points, description, variation name, etc. Title has finally worked, but nothing else thus far.
@Glenn_Amazon do you have any advice on how I should proceed? ASIN is B01LD0RC4M, and I have submitted the following Case IDs trying to fix the issue with not being able to edit it and/or just trying to change some of the details:
15910315821, 15910348201, 15906702321, 15868780011, 15853265601, 15824088021
Rose_Amazon
Hi @Josh_Sunco,
Thanks for the post and case ids. I will review your cases and respond back to you on this post.
Thanks in advance for your patience and have a good weekend,'
Rose_Amazon
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