This blog post covers what to do if you have submitted content to Amazon and it is not displaying. Amazon sellers face the continual task of uploading content to their product listings to ensure customers have all the information they need to make a purchase. However, sellers can face an issue where the content does not display as it was submitted or expected to display. In this post, we will discuss why content display issues happen, and what steps you can take to resolve the issues. We’ll explain how Amazon selects the content to display, the important role of Brand Registry, and specific troubleshooting techniques to get your content live. For you as a seller, ensuring you have accurate content builds brand trust and ensures your customers have the information they need about your product. For Amazon, it ensures a better customer experience, and it can reduce the chance of returns and complaints. For Amazon customers, accurate and detailed content on Amazon helps them make informed purchasing decisions. When content doesn’t display correctly, it can lead to various problems. Sellers may experience a loss of customer trust, reduced visibility, and even missed sales opportunities. Without accurate content, Amazon as a marketplace may face an increase in customer complaints and returns, which affects the platform's reputation. For customers, inaccurate or missing content can result in confusion, fewer purchases, negative reviews, or higher return rates. In this post, we will cover the importance of ensuring your content meets all of Amazon’s guidelines. We’ll discuss the role of Brand Registry and how it can improve the chances of your content displaying correctly, and we’ll walk through key troubleshooting tactics such as using Amazon’s feed system and contacting Amazon Seller Support through calls or chat.
How Amazon Selects Content to be Displayed
Amazon has an internal system that reviews content submissions and determines which content is displayed on a listing. Amazon selects the content displayed based on several factors, including if the contributor is brand registered, if the content adheres to content guidelines, and the quality of the content submitted. When submitting content, it is important to ensure that your content, such as title and bullet points, adheres to all of Amazon’s policies and style guidelines. Amazon has specific rules for each product type and various category requirements. You must ensure your content doesn’t contain prohibited phrases, claims, or formatting. Something to consider right away if your content isn’t showing up, is that it could be because your submission doesn’t fully align with the guidelines and Amazon has chosen content from another seller that does. However, if you are brand registered, you’ll have an added layer of protection against other sellers submitting content, which we will cover in the next section. You’ll also want to ensure your content is of high quality, that it accurately represents the product, and does not include any spelling or grammatical errors. By ensuring that your content submission is accurate, complete, and compliant with Amazon’s standards, you will increase the chance of your content being chosen for display on a product listing over other sellers.
User Permissions and Brand Registry for Content Submissions on Amazon
Being enrolled in Amazon's Brand Registry provides extra control over your brand and listings, ensuring your content takes priority over other sellers. When trying to make changes to a product listing on Amazon, it’s also important to ensure your user account has the correct user permissions. If you do not have the correct permissions, you may be unable to submit or push through changes.
Seller Central User Permissions
To check if you have Seller Central user permissions to create or update content, such as titles and bullet points on Amazon, follow these steps:
Sign in to Amazon Seller Central with your username and password.
In Seller Central, go to the “Settings” menu located on the gear in the top right corner. From the dropdown, select User Permissions.
On the User Permissions page, you’ll see a list of all users associated with your seller account, which should include yourself. Check the specific permissions assigned to your account. To update bullet points and other product details, you need to have ‘Manage Inventory’ and ‘Edit Product Information’ permissions enabled. These permissions give you access to submit and change product content such as bullet points, descriptions, and images.
If you are unable to access the User Permissions page, or if you can access the User Permissions page but do not see the option to edit the permissions, you must contact your Seller Central account admin. This is likely the Log-in email that originally created the Seller Central account. Contact your account admin to request adjustments to your user permissions.
Brand Registry Enrollment and Permissions
Another important topic for content display is brand registry and user permissions. If your brand is enrolled in Amazon Brand Registry, check that your user account is also added as a brand representative in the brand registry so that you are authorized to make changes on behalf of the brand. If you are the brand owner or representative of the product you are selling, you’ll want to be sure you are registered with the brand on Amazon. If you are not sure, you should first Check If You Are Enrolled in Amazon Brand Registry. Brand Registry gives brand owners rights to submit content changes and helps ensure that unauthorized sellers or distributors can’t override your product information. Without these permissions, your updates might be replaced by content from third-party sellers. By being properly enrolled in Amazon’s Brand Registry, you not only protect your brand but also unlock several tools for your Brand on Amazon. First, you have higher authority over content changes, meaning Amazon is more likely to prioritize the content you submit over sellers. Additionally, Brand Registry gives you access to brand tools like A+ Content, Sponsored Brand Ads, and Amazon Stores. These tools will improve your brand presence and visibility on Amazon. If you are enrolled in Brand Registry but are not seeing your changes prioritized, you should first ensure that your Seller Account is properly connected to your Amazon brand registry. If it is properly connected, you should also check your brand registry permissions. To check or add user permissions in the Amazon Brand Registry console, follow these steps:
Log in to the Amazon Brand Registry portal. This should be the same email address as your seller central account.
On the homepage, click on the Support tab, then select Contact Brand Support.
Once inside, select Update your brand profile and then Fix issues related to user roles
Here, you should be redirected to the Brand Registry User Permissions page and can review the permissions for your brand.
To add a new user select “Invite a user to your brand” then enter the email address of the person you'd like to add and the other required information. You’ll need to assign them a role such as Administrator, Rights Owner, or Registered Agent. This will ensure they have the necessary user permissions to manage your product listings and content. If you are unable to access the User Permissions page, you’ll need to contact your brand registry administrator, likely the one who applies for it.
Tactical Troubleshooting Steps to Get Your Content to Display
If you have confirmed your content is compliant, you have the correct user permissions, and your submitted content still isn’t displaying, there are several troubleshooting steps you can take to try to fix the issue. Here are our recommended troubleshooting methods and tactical actions that can help ensure your content gets pushed through.
Troubleshooting: Tweak Your Content
One of the first steps in troubleshooting content that isn’t displaying is reviewing your content again for potential category-specific requirements. Amazon’s guidelines can be very strict, and sometimes a small detail in your content, such as a single term or the length of the text, might not align with the rules for your product category and you could be facing a violation. For example, some categories have rules on claims, image sizes, or even the order of how product titles and bullet points should be structured. Even if you're not aware of the specific issue, tweaking the content by removing certain terms, shortening the length, or adjusting your formatting such as removing any all caps, can sometimes resolve hidden compliance problems and allow your content to display. We recommend adjusting one bullet point at a time to try to locate the issue
Use the Feed Upload Method if the Standard Edit Doesn’t Work
If making edits directly by selecting Edit in Manage Inventory doesn’t work, you can also try submitting your updates through a feed upload. We sometimes see a full update feed take priority over any manual updates. Feed uploads involve filling out a spreadsheet flat file with your product information and content changes and uploading it through Seller Central. This method sometimes is stronger and can allow you to avoid some issues you may be getting with the manual update process. Feed uploads can also help push through changes that may be getting stuck due to system glitches or complex category rules.
Call or Chat with Amazon Support
If the edit or feed upload still doesn’t get your content to display, the next step is to call Amazon Seller Support or use the chat feature to speak directly with a support representative. You can easily request a change to title or bullet point content with seller support and they may have more visibility around what the issue with the content is, if there is one. They may also be able to see any brand registry issues or user permissions errors that could be preventing the updates. Seller Support can review your updates, identify if there are any category, account-level or system-wide issues, and offer more specific guidance on getting your content to display. Before opening a case with support, make sure you have your product’s ASIN ready and any details about the content that isn’t showing up. Here’s how to start a call or chat with Amazon Support:
Log in to Amazon Seller Central
Navigate to the Help Section in the upper right corner of Seller Central and click on “get help and resources” to open the Help page.
Scroll to the bottom of this page and select “My issue is not listed”, then in the text box, describe exactly what you are having an issue with and select “Continue”. Select “my issue is not listed” again or the issue that best matches your concern to connect to support.
Choose your form of contact, the choices are either call, chat, or email support.
Request a Call: If you choose this option, enter your phone number, and Amazon will call you within a few minutes.
Start a Chat: Selecting this option will open a chat window with an Amazon representative, where you can explain your issue and get real-time support.
Email support: If you select this option, the text where you explain the issue will be sent to Amazon and they will reply. This option has the longest wait time from when you hear back from support but doesn't require you to wait while you correspond with a representative live.
Provide any details, including the ASINs of the products you’re facing issues with and a clear description of the content that’s not displaying. The more specific you are, the better they’ll be able to assist you.
Leverage Brand Registry Support for Higher Priority
If you’re enrolled in Amazon Brand Registry, take advantage of the dedicated support that comes with it. Brand Registry Support often provides a higher level of assistance than standard seller support channels. Since brand owners typically have greater authority over listing content, escalating through Brand Registry can help ensure that your updates are prioritized, especially when content from other sellers may conflict with your changes. Amazon Brand Registry follows a similar format for opening a case as Seller Central, but it needs to be done directly in the Brand Registry Console. Select Support and then “Contact brand support”, and then “Technical issue” to explain that your submitted content is not displaying. Amazon Brand Registry support has email and chat options only.
Frequently Asked Questions on Amazon Content Display
Why isn't my submitted Amazon content displaying?
Your submitted Amazon content might not display if it doesn't meet the category-specific requirements, has misspellings or errors, or conflicts with contributions from other sellers on Amazon.
How long does it take for content updates to show on Amazon?
Content updates on Amazon can take anywhere from 15 minutes to 7 days, depending on the type of content and whether it passes Amazon's internal review. Title and Bullet Point updates can take over 1 hour, Image updates can take up to 24 hours, and A+ Content submissions can take up to 7 days.
How to get my listing content on Amazon to display?
To get your listing content on Amazon to display, ensure that it meets Amazon’s requirements and that you have the correct user permissions to make updates.
How do I open a case on Amazon?
To open a case on Amazon, log in to Seller Central, go to the Help section, select Contact Us, and choose the correct topic for your issue. You can then create a case to speak or chat directly with Amazon Support.
How does Amazon select which content to display on a product listing?
Amazon selects which content to display based on its internal system, category rules, contributions from other sellers, and content quality. Amazon will prioritize content from Brand Registered owners.
How do I check if I have the right user permissions to update product content?
To check if you have the right user permissions to update product content, log in to Seller Central, go to Settings, select User Permissions, and ensure that your account has the 'Manage Inventory' and 'Edit Product Information' rights. If you cannot access User Permissions, contact your account Admin.
What should I do if my changes to a product listing aren't showing up?
If your changes to a product listing aren't showing up, first verify if your content meets category requirements and you have the correct user permissions. Next, try submitting a feed upload or contact Amazon support for further assistance.
Why was my Amazon content rejected or overridden?
Your Amazon content might be rejected or overridden if it doesn’t follow Amazon’s content guidelines, if there is content submitted by another seller, or if Amazon has determined alternative content is better.
Conclusion
In conclusion, getting your content to display on Amazon is an important step as a seller on the platform. Accurate product information is important for sellers, Amazon, and customers. By understanding how Amazon selects content, reviewing category requirements, checking user permissions, and understanding Brand Registry, you’ll have a better chance of getting your content to display. If it still does not display, you can troubleshoot by submitting a feed, contacting seller support, and leveraging support. Taking these steps will improve your content on Amazon, leading to a better customer experience, a trusted marketplace, and improved performance as a seller. If you want help troubleshooting any display issues, if you have questions about your product’s category or content requirements, or if you need help enrolling in brand registry please reach out through our Contact Us form. Don’t hesitate to reach out for assistance with other aspects of selling on Amazon.
About the Author
This post was written by Liz Carson, an Account Manager at Goat Consulting. Liz helps her clients sell on Amazon by increasing sales, mitigating risk, reducing costs, and solving problems. Liz has specific experience and expertise in getting content to display on Amazon. If you want help troubleshooting any content issues or understanding content requirements, or assistance on other aspects of selling on Amazon, please reach out to Liz through our Contact Us form.