4 months ago, we listed a new item on Amazon. Based on the suggestion of someone who was either unfamiliar with the platform or relying on outdated data, we did a soft launch with a price of $8.78 CAD.

The goal was simply to let our soft-launch community—subscribers from our mailing list—try the product at a discounted price, with the discount coming directly out of our own pocket.

After that, we increased the price to $24.20 CAD, which is financially viable for us.

Even though we are the FEATURED OFFER (we’re the only seller), and our listing is now under automated pricing, the Price Health dashboard shows no reference price. Meanwhile, we’ve lost the Buy Box and our ad campaign is on hold.

At this point, our entire launch plan has been derailed.

We’ve opened four cases with Seller Support about this issue. The responses have been inconsistent—ranging from “wait for the algorithm to pick you up again” to “lower your price.”

I explained that the lower price is below my cost and, as a small business, I simply cannot absorb that loss. It’s frustrating and feels absolutely hopeless. No resolution so far.

Please, if anyone truly understands how to resolve this issue, we’d deeply appreciate your advice or insights.