Hi Amazon Team and fellow sellers, I’m writing to bring continued attention to a serious and ongoing issue with how the Buy Box (now known as the Featured Offer) is functioning on Amazon Canada. Historically, and across many categories, the Buy Box has consistently favored FBA (Fulfilled by Amazon) offers—which makes sense given the higher fees and the value-added service FBA provides to both customers and Amazon. This has long been a core part of our business strategy and operations, especially for sellers of used books and other media, where margins are already tight.

However, a major change was implemented not long ago in both the U.S. and Canadian markets, where the Buy Box began favoring merchant-fulfilled (FBM) offers—even when FBA offers were priced competitively. This shift caused a massive disruption for many sellers, especially those operating on thin margins or who rely on volume through FBA to stay afloat.

The good news: this issue has been corrected in the U.S., and the Buy Box behavior has returned to more expected logic. Unfortunately, it has not been corrected in Canada. In Canada: Merchant-fulfilled offers continue to dominate the Buy Box. In some cases, the Featured Offer is being awarded to sellers located outside of Canada, leading to increased shipping times and customer confusion. In Canada, high domestic shipping costs make FBM an unviable option for many Canadian sellers—especially in the used books/media space, where product value often doesn’t justify the logistics cost. This creates a critical disadvantage for Canadian FBA sellers and has pushed many of us to the brink.

The system as it currently stands makes it almost impossible to compete or even sustain a basic level of sales. Without visibility via the Featured Offer, even competitively priced FBA inventory is sitting stagnant. We continue to receive generic responses like “everything is working as intended” or “we’re looking into it,” but nothing has changed.

***Amazon Canada should align with the U.S. marketplace, especially given that the U.S. sets the precedent for many best practices and is by far the largest and most established Amazon market. The inconsistency between marketplaces is confusing, damaging, and potentially business-ending for many of us.

We’re urgently asking for: A formal investigation into the current Buy Box behaviour on Amazon.ca and Amazon.com for used media (and how they differ). - A timeline or update on when alignment with the U.S. buy box logic might be expected.

This issue is not just frustrating—it’s devastating. Please take this seriously and help us continue to run sustainable businesses on the Amazon.ca platform

@Josh_Amazon @Christine_Amazon @Glenn_Amazon

Hello,

We have received reimbursements for lost inbounds but the amount is way below our cost, even excluding shipping/duty.

Amazon is literally reimbursing a fraction of our cost.

We know there is a tab for ''manage your sourcing cost'' but only about 100 products are listed there while we offer 2000+ products.

For the remaining 1900 products, we now have to accept the terrible reimbursement value offered by Amazon?

Why are so little products showing in this ''manage your sourcing cost'' section ?

How can Amazon take the full right to lose our products and then reimburse 60% of our cost? (or even less considering shipping and duty)

Anyone has feedback? Terrible policies.

Thank you

I sent 3 packages for fba and 4 of them is missing. Inventory Ledger shows that they have been recieved at first but all lost while transfering from Fulfillment Centre to another one. It is not enough for reimbursement?

UPS made random mistake and 1 of 3 packages has no delivery proof. But both amazon and me know missing inventories are not belong to that package. Is it fair that amazon tell me bring delivery proof for inventories that Amazon Inventory Ledger says amazon recieved inventories but lost at transfer between Fulfillment Centres?

You send an FBA shipment, and although it's rare, it happens—your package is successfully delivered to the Amazon warehouse but gets marked as received with a quantity of zero and the shipment is closed. What’s worse, the “Action” dropdown menu, which allows you to request an investigation, isn’t even available.

Just like it happened before, you wait—hoping that eventually the inventory from the closed shipment will be counted and added. But this time, that doesn’t happen. So, you reach out to Seller Support, expecting help. Instead of offering assistance or even a bit of empathy, they reply with a cold response: “This is our policy. Accept it and don’t contact us for further investigation.”

At the slightest mistake on our part, we’re penalized severely, but when we’re affected, we’re denied even the smallest bit of empathy. Where are the basic human values you’re supposed to show—or at least feel?

Case ID: 17576260451

Subject: Assistance Needed with Incorrect Barcode Quantity

Dear Amazon Support,

I hope this message finds you well. I have mistakenly assigned the wrong quantity of barcodes to my products. I kindly request your assistance in resolving this issue. What steps can I take to correct this matter?

Thank you for your help.

Best regards,

HUSEYN

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