3 Years dealing with unauthorized Brand Name change for all our Products
I need some help. Some years ago we started listing our products on Amazon under our brand.
Someone has changed the brand name for all our products to an incorrect unassociated brand. No amount of evidence can get this corrected. We have sent countless pictures of our product in packaging that clearly shows our brand. We have provided our brand registration with the Benelux Office of Intellectual Property. A simple GS1 search shows that we own all our GTINs and they have nothing to do with the hijacker's brand name.
We even found the seller that talks about this fake brand on their storefront. They no longer sell our product in the North America marketplace, but the damage is done, and we are unable to take back control. Even trying to list new products that are still in their experimental stages results in an error that we are not permitted to list items unless we use the hijacker's brand name.
We were told by seller support to set up in the brand registry to correct the issue, but we are still not getting any support. No one actually reads the case notes nor looks at the obvious evidence that we provide; they seem to just close the case as quickly as possible. It doesn't help that brand registry has no phone number and all correspondents is done by email. Amazon's latest solution to my case is "We cannot take action on the report as no violation has been identified on the reported ASIN for the violation type selected." Brilliant.
Brand Registry Case: 15652053321
Previous Support Cases: 12636169781, 15606200541
A little more background. We started listing on Amazon marketplace with our correct brand name some years ago, and we noticed that someone was selling our products under an incorrect brand name. We were not yet registered with the brand registry so no amount of evidence could get this corrected, but we got around this by listing our newest products. Then last year we were hit with a mass search-suppression issue for 'Description required but not provided' even though the description was there. (It happened again last month) It took a month to figure out that we had to do a partial mass upload, which fixed the issue, but, it replaced the brand name to the hijacker's brand for all our products after the upload. Now any GTIN we try to list, is assumed to be the wrong brand name.
Has anyone had any success in getting this problem fixed? Thank you.
3 Years dealing with unauthorized Brand Name change for all our Products
I need some help. Some years ago we started listing our products on Amazon under our brand.
Someone has changed the brand name for all our products to an incorrect unassociated brand. No amount of evidence can get this corrected. We have sent countless pictures of our product in packaging that clearly shows our brand. We have provided our brand registration with the Benelux Office of Intellectual Property. A simple GS1 search shows that we own all our GTINs and they have nothing to do with the hijacker's brand name.
We even found the seller that talks about this fake brand on their storefront. They no longer sell our product in the North America marketplace, but the damage is done, and we are unable to take back control. Even trying to list new products that are still in their experimental stages results in an error that we are not permitted to list items unless we use the hijacker's brand name.
We were told by seller support to set up in the brand registry to correct the issue, but we are still not getting any support. No one actually reads the case notes nor looks at the obvious evidence that we provide; they seem to just close the case as quickly as possible. It doesn't help that brand registry has no phone number and all correspondents is done by email. Amazon's latest solution to my case is "We cannot take action on the report as no violation has been identified on the reported ASIN for the violation type selected." Brilliant.
Brand Registry Case: 15652053321
Previous Support Cases: 12636169781, 15606200541
A little more background. We started listing on Amazon marketplace with our correct brand name some years ago, and we noticed that someone was selling our products under an incorrect brand name. We were not yet registered with the brand registry so no amount of evidence could get this corrected, but we got around this by listing our newest products. Then last year we were hit with a mass search-suppression issue for 'Description required but not provided' even though the description was there. (It happened again last month) It took a month to figure out that we had to do a partial mass upload, which fixed the issue, but, it replaced the brand name to the hijacker's brand for all our products after the upload. Now any GTIN we try to list, is assumed to be the wrong brand name.
Has anyone had any success in getting this problem fixed? Thank you.
11 respuestas
Sandy_Amazon
Hello @Seller_07r7BysxSWRRS
My name is Sandy from the Amazon community manager team.
I am going to investigate your case and come back with you with some findings. Since I am reaching out to some additional partner teams regarding your case, please allow me until end of day tomorrow to get back to you.
Thank you for your patience.
Sandy
Sandy_Amazon
Hi @Seller_07r7BysxSWRRS
I responded to you in the direct message. Thank you!
Sandy
Sandy_Amazon
Hi @Seller_07r7BysxSWRRS
I responded in our direct message but I wanted to notify you here as well.
I have escalated your case to a specialist team to investigate. Typically they come back within 3 business days, however, if your case requires more deep dive it might take a few more days.
Since the weekend is around the corner, I'm hoping to hear back early next week. Once I have updates from them I will notify you in the direct message and also here if necessary.
Have a great weekend!
Best,
Sandy
Sandy_Amazon
Hello @Seller_07r7BysxSWRRS
Thank you for your patience while I contacted the specialist team. They have contacted you in case 15743850391. I see that you are already communicating with Felisa.
Thank you!
Sandy
