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I keep getting listings flagged for "trademark infringement" for only one brand name of products that I typically carry. All I have done is list the brand name of the product in the title of the listing, as I have always done for every product that I have ever listed. I was just going to go back and delete every listing for products made by this brand, but my account has now been deactivated for violating this policy, and I can no longer edit or delete listings.

I had an order on Sunday May 25th. My SSA is set for USPS Ground, yet the ship by date was still Monday May 26th aka Memorial Day. So no matter what the order was going to be "late" since it was impossible to have it scanned on Memorial Day. It was sent/scanned on Tuesday, the earliest it could have been. The order was delivered on June 2nd (still inside the delivery window). Customer claims they did not receive the package and of course was auto refunded. My initial SAFE-T claim and appeal have both been rejected for the same reasoning.

"Reason: You did not use the claim-protected Buy Shipping Services to ship the item. Reimbursements can only be granted when Buy Shipping Service is used to ship a self-fulfilled order."

Before I forget, yes I use Amazon Buy Shipping. So even if I had chose a faster service, it still wouldn't have been scanned by the ship by date resulting in no protections (correct?).

My shipping metrics are flawless the last 14-30 days, 100% OTDR, 100% valid tracking rate, 0% late shipment, and 0% cancel rate.

Having an actual person read what I type would be much help rather than the generic/auto response I've been getting on SAFE-T messages. Thanks.

Hi All,

I need some advice and some guidance on a case when a buyer returned an item different than what she received from us, and Amazon, after receiving our evidence that the returned item is wrong, told us that 'the buyer is entitled for a full refund'. 

I would be particularly interested to hear opinion and guidance from Amazon's moderators (copied!)

The item is a pair of Tory Burch designer shoes, order number 112-6067122-8716253, FBM. The buyer opened a return request, and then returned a different pair of shoes: It suffices to say that the pair returned is of a different size from the pair the buyer received - trivially a different pair then.

Sadly, our experience on returns of Tory Burch shoes is that in 5-10% of the returns the buyer swaps as above. So, we are very careful to document: A sequence of photos of the shoes we pack to ship out (next to the shipping label) and a full video of each return's processing starting with the opening of the sealed package.

Normally, when we realize that we got the wrong item, we wait for Amazon to issue an auto-refund, and then we file a safe-T and present our evidence. This works most of the time. Great solution.

But sometimes Amazon's auto-refund is delayed (or never happens). One time before (when such a delay happened), the buyer filed A-Z, got auto-refund on the A-Z, we appealed (with the evidence as above) and our appeal was approved.

This time, on order 112-6067122-8716253, things were completely different: The auto-refund was delayed and the buyer filed A-Z. A few hours later, the auto-refund went through (full refund save the original shipping, since the return reason was remorse, 'size does not fit'). We presented to the A-Z case the evidence that we got a wrong item (photos +explanation) and, still, the A-Z was ruled against us, for a full refund (including original shipping, on a remorse return!) And we got a defect at the ODR.

To recall, per Amazon's rules, safe-T is not allowed once A-Z was filed. So, we appealed the A-Z, providing again the unambiguous evidence that the wrong item was returned to us, and the appeal was denied almost instantly since 'We (Amazon) have reviewed all available information and determined that the buyer is eligible for a full refund.' Really? Full refund (+ a defect to us) when the wrong item was returned?

As said, we will greatly appreciate advice and help. We do not believe that this is something that should have happened, but do not know what to do in order to rectify the situation.

Best Wishes,

Ele's Fashion

@Xander_Amazon @Jim_Amazon @Dougal_Amazon @Danny_Amazon @Quincy_Amazon @Connor_Amazon @Emet_Amazon @Nano_Amazon @Cade_Amazon @Manny_Amazon @Micah_Amazon @Cooper_Amazon @Bryce_Amazon @Jameson_Amazon @KJ_Amazon @Sandy_Amazon @Glenn_Amazon @CR_Amazon @Joey_Amazon

@Seller_guPeMXBrBxqyU

https://www.amazon.com/gp/product/B0768X62NS

ORIGINAL BRAND : TODDYNHO

HIJACKING BRAND : GREAT BRITISH TRADING LIMITED

"Hello,

Thank you for your report of a suspected policy violation. We cannot take action on the report as no violation has been identified on the reported B0768X62NS for the violation type selected.

ASIN: B0768X62NS

Order ID (if applicable):

Complaint ID: 17919363541

Skincare product is triggered as Pesticide.

No claims for a pesticide was made on the product listing. Nor is it made on the product packaging.

Submitted appeal.

Referred: Complaint ID: 17796546381

Hi fellow sellers,

I’m reaching out in a state of exhaustion and sadness. My small business has been suffering from repeated false intellectual property complaints submitted by someone pretending to be the trademark owner of the product I legally sell.

I have a signed Letter of Authorization from the actual brand owner and manufacturer. I’ve submitted it many times along with the trademark registration and all supporting documentation. Despite this, Amazon has removed my listings again and again based on what seems to be an automated system that doesn’t recognize that I am the authorized seller.

Even worse, I’ve noticed that Amazon’s responses are confusing me with the person filing the complaints, calling me by their name in their replies — as if I’m the one making the report. It makes me feel like no one is actually reading the appeal.

I’ve appealed multiple times through the correct channels. One of my previous listings was reinstated when I submitted the same documents — but for the new one, I keep getting the same rejection with no explanation or chance to talk to a real person. This has been going on for months now, and I feel completely helpless.

I’ve done everything Amazon asked — I have legal proof, good account health, and I’m following every policy to the best of my understanding. But I can’t seem to stop someone from abusing the reporting system to harm my business. I’m a small seller with limited resources. Every day this listing is down, I lose income and hope.

Has anyone successfully dealt with this kind of abuse? Is there any way to escalate to a real person or team that can actually look at the evidence?

Thank you in advance to anyone who takes the time to read this. I wouldn’t normally post here, but I’m out of options and just want to keep doing honest business.

"A heartbroken seller"

I don't want my card charged the $40 fee as a professional account. I want my account to be an Individual, so I just get charged when I make a sale. So after reading about other people having the same problem, I setup my account with a card that had a small amount on it. After I read about all the HIDDEN places you have to go into to change to a individual account, I did my best to change everything (except Mexico, that I can't change). Now when i log in, it says my card is invalid...why is it invalid? I Don't want to change it, if their going to charge me $40.

By the way, i rate your support over the phone as 1 out of 5 stars.

Hi,

We’re a registered brand owner specializing in dietary supplements. We recently started setting up our listings on Amazon, but as soon as we created our first product, the status turned inactive with this reason: Product requires approval to sell.”

The issue is we couldn’t find any option to actually request approval anywhere on the backend.

We opened a case and provided all the necessary info, including the proof of brand ownership, but the response we received was that Amazon has imposed sales restrictions on this category and asked us to submit an application in Seller Central, but we cannot find the entry point.

Case ID: 17912606421

We’d really appreciate it if you could help us figure out what’s going on or possibly escalate this. We're fully committed to compliance and just want to get our brand live the right way.

Thanks in advance for any help!

I don't remember seeing this yesterday, but, around 4 am it started showing up

another unneeded change?