Amazon mistakenly refunded 1,100 of our customers and now our Amazon account balance is approx -£16,000. Obviously the Amazon payment system is going to try to collect this in the next few days. Do they take it from our bank account or charge it to a credit card. Any ideas?

Hi Amazon Team, Moderators, and Fellow Sellers,

We are Photographic Solutions, the brand owner and manufacturer of PEC*PADs — professional-grade, non-abrasive cleaning wipes used worldwide for cleaning camera sensors, lenses, negatives, and other delicate photographic surfaces.

We are posting here publicly in hopes that someone at Amazon will finally recognize the severity of the ongoing issue affecting our brand and multiple authorized sellers.

🔴 What Happened

On March 7, 2025, Amazon mistakenly flagged PEC*PADs as "Solar Eclipse Glasses." As you can imagine, this is completely incorrect. PEC*PADs are not eyewear, not intended for solar viewing, and pose no safety risk whatsoever.

We immediately submitted an appeal, and on that same day, Amazon confirmed the classification was wrong, the violation was removed, and the listing was reinstated.

However, despite the appeal being accepted and resolved:

⚠️ What Is Still Happening

• Amazon has automatically refunded thousands of FBA orders for this ASIN (B0001M6K24) across Amazon UK and EU.
• To date, our sellers have lost over £30,000, and we believe that figure could be double once the full impact is known.
• Amazon also sent thousands of “product recall” emails to customers falsely stating the item was recalled for being unsafe for viewing a solar eclipse — which is completely false and has severely damaged our brand reputation and our sellers’ businesses.
• Seller Support has been unresponsive, closing cases, or sending copy-paste replies that don’t address the issue.
• One of our UK sellers is now facing possible bankruptcy due to over £20,000 in deductions, despite having a spotless account health record.

✅ Key Facts

• PEC*PADs are NOT solar viewing products — they’re cleaning wipes.
• There is NO product recall.
• We are the brand owner and manufacturer, and no safety concern has ever been issued by us or any authority.
• The problem stems from a mistaken internal classification by Amazon.

🙏 What We’re Asking

We are urging Amazon to:

1. Immediately stop refunding orders for this ASIN.
2. Remove the false “safety recall” messaging sent to customers.
3. Reimburse sellers who have been impacted by this error.
4. Assign this case to someone in Escalations or Executive Support who can properly address brand-level misclassifications like this one.

We are happy to provide all supporting documentation, including the appeal approval, product images, and case IDs.

Please help us resolve this serious issue that has gone far beyond a simple listing error. Multiple businesses are being harmed, and a brand with decades of trusted reputation is at risk due to an automated mistake.

Ciao e grazie per chi vorrà leggermi.

L'azienda per cui lavoro è su Amazon da circa 5 anni con pochi risultati (azienda alimentare di medie dimensioni). Sono stato assunto proprio lo scorso anno per seguire questo canale di vendita ed in pochi mesi abbiamo aumentato le vendite in maniera importante.

Abbiamo un problema, non riusciamo a iscrivere il marchio nel registro marche di Amazon.

Il problema è che chi ha creato i primi prodotti anni fa lo ha fatto inserendo nel campo "marca" un nome sbagliato. Adesso non c'è verso di farlo modificare (neanche aprendo un caso specifico per ogni asin).

Non voglio cancellare i prodotti "vecchi" perdendo cosi tutte le recensioni e le metriche positive, ho mandato tutta la documentazione comprensiva di attestato di registrazione del marchio a livello europeo.

Ogni operatore dell'assistenza si blocca quando vede l'errore nel campo marca e quando vede che il marchio è registrato a nome della holding capogruppo mentre l'account è stato creato dalla società del gruppo che segue le vendite.

Qualcuno ha qualche dritta o sa il modo per poter parlare con qualcuno che riesca a prendere in gestione la situazione? Vorrei aggiungere molti altri prodotti e aprire degli account su altri paesi ma prima voglio risolvere questa situazione.

Grazie.

Marco

Hi everyone,

I need help and advice regarding an ongoing issue with the Amazon Brand Registry. I own 2Go2 Global Ltd, a UK-registered company, and have a registered UK trademark: 2Go2PetCare (UK Trademark No: UK00004109839, design mark filed with UKIPO).

I’ve submitted all the required documentation for the Brand Registry, including a trademark certificate, manufacturing agreement, invoice for our first batch of branded products, and the official brand website. I also submitted high-quality photos showing the brand name clearly and permanently printed on both the product and packaging.

my seller account is active and healthy and the product is not yet listed on Amazon because this is a brand-new product launch.

Despite all this, my Brand Registry application was rejected twice, and my second appeal is currently under review. I just want to ensure the appeal is being processed correctly and that I haven’t missed anything critical.

Has anyone experienced something similar? Is there a way to escalate or speed up the review, or anything else I can provide?