We are the UK’s largest thermometer manufacturer. We sell to over 35 countries globally and also sell on Amazon (UK, Germany, France, Italy and prior to the issue Spain) In June 2018 we had an issue with Amazon Spain, France & Italy.
The issue was that metrics on all three fell below those required due to a small number of items arriving after the expected date of delivery in the case of Spain one late item (by a day) and one item arrived defective. Sales in all countries apart from UK were low volume at that time as we had only recently enabled International Listings. This of itself rendered one late arrival and one defective product to push the metrics over the required level in Spain. In both cases these were addressed by our customer services department.
I undertook an in-depth review of the reasons for this and submitted an (identical) appeal to all three. Apologising for the issue arising in the first place and addressing why the issue had happened and steps taken to ensure it would not happen again.
France and Italy reinstated our selling privileges immediately. Spain did not, their last message stating I had not shown how defective items issue would be addressed when in fact I had explained how - in some detail. In the end I gave up as it seems nothing I said was satisfactory to Amazon Spain.
However I am now facing an issue where one of our products is being mis-described by another seller and on trying to Change this through Brand Registry where we registered both ETI (2014) and Thermapen (2017) as brands ETI has dropped off for some reason and I cannot re-enroll the brand due to the Amazon Spain account issue. I have tried once more to try and get the Amazon Spain case looked at, but seller performance Spain will not re-open it.
So in short we are in a situation where as a manufacturer we cannot get wrongly described or titled products we manufacture corrected. Is there anyone that can help us either resolve the Spain issue or if not is there any way we can completely delete Spain as a market and clear the issue to enable re-enrolling ETI in Brand Registry?