Hi everyone,

Apologies in advance for the long text but unfortunately my issue has got rather confusing across several cases and looping of Amazon Support.

I’m hoping to get some help with my issue so the case/review can be seen by the correct person

My case has become extremely complicated despite my best efforts to resolve it, and it’s starting to seriously impact my business.

Summary of the Issue:

The root of the problem is that I’ve been stuck in an ongoing loop with CSM-Brand-Review regarding my Pokémon listings, specifically ASIN B001CJVTLC. I’m not looking to create new ASINs or gain new brand approval — I just need catalogue authorisation to continue selling Pokémon products that I have legitimately sourced from Asmodee UK.

Timeline of Events:

• March 7th: I received an email and performance notification from Amazon requesting invoices for one specific ASIN (Pokémon product). This has happened before and we had no issues with being able to continue to sell.

• Same Day: I sent the required documents. However, I received a reply stating that my email address is not associated with a seller account.

• I did notice that I made a typo within the email address in the section where CSM requested my store name and associated email, but the email was sent from the correct registered email address.

• I’ve since confirmed with Amazon support that my email address is correct and up to date, so I’m unsure if the typo triggered a system glitch.

• Follow-Ups: Since that initial issue, I’ve sent multiple follow-up emails but CSM has not replied at all. I am now unsure whether my emails are being received or are simply lost in their system. I do receive the automated reply but I’m yet to have a response since 12th March 2025.

• December 28th, 2024: This same issue actually occurred previously, and I sent the same documents. By January 1st, 2025, I received confirmation that I could continue selling Pokémon items, having passed the review without issue.

Current Status:

• My account health is at 100%, with no violations, and my Account Health Rating (AHR) is a healthy 442.

• All my Pokémon listings now show “fix this listing” in my inventory, which leads me to the standard brand approval form The same applies if I attempt to add a new product.

• The form has conflicting requirements compared to the original CSM request:

• It asks for invoices covering 180 days since October and 10 units of sales, while CSM originally asked for invoices before December within 365 days for the affected ASIN.

• Please note the affected ASIN is a bundled item and stock is split down to create the listing. Back in December we chatted with phone support to explain this and Amazon understood and accepted the invoices since we purchase the stock from an official supplier.

• I have repeatedly tried to reapply using this form, but it keeps getting rejected for vague reasons (e.g., “invalid” or “doesn’t cover sales”).

• After contacting Amazon support multiple times (via phone and email), I was advised to press the reapply. Now, the form is automatically closing the case and telling me to email CSM-Brand-Review — which I’ve done countless times without any response. This is the loop I’m stuck in

Additional Complication:

• In my current brand applications, there are two that show as under review, but they have strange brand names that don’t match my actual brand. It looks like an internal document name rather than the brand name. Could this be causing a glitch?

• I am not trying to gain brand authentication to create new ASINs; I just need catalogue authorisation to continue selling.

• Last year, Amazon granted me Brand Authorisation for Pokémon, when I was attempting to add a new Pokemon product to the catalogue. I had Pokemon in my Brand Registry which I believe is only for people directly related to Pokemon and not resellers? Perhaps this glitched the system? I fear this might be contributing to the confusion.

My Main Concern:

This entire situation has become a confusing mess despite my efforts to keep it simple. I’ve done everything Amazon has asked, including resubmitting documents and trying different approaches. I’ve been selling Pokémon products through Asmodee UK since 2016 as a sole trader and since 2022 as a limited company.

I’ve genuinely tried to follow the process, but I’m stuck in a loop of automated rejections and non-responses from CSM. I’m genuinely concerned that I might lose my Pokémon listings entirely, which is putting a lot of stress on me and my business.

I really don’t want to stop selling on Amazon, but this process is pushing me to reconsider my future on the platform due to the stress it’s causing.

Thanks in advance to anyone who can help. Any advice or shared experiences would be greatly appreciated.

@Seller_TSXM2A5nxWSuH@Seller_hnDMgUKxMh1V4 @

I'm really struggling right now, and I wonder if anyone else is experiencing the same chaos. Many of my Amazon listings are being tampered with, titles have been changed to things that no longer match the product, essentially making them unsellable. One best selling listing was randomly translated into German and, unsurprisingly, it completely stopped selling. Others have had their brand names changed to nonsensical acronyms like EWDFT and AWOBC, even though they were correctly listed under the actual brand with the right EAN. There’s no valid reason for these changes. One sandalwood incense product was bizarrely turned into "ceramics incense", what is that supposed to mean?

Seller Support has been next to useless. It takes several messages just to get them to understand what the issue is, and when they finally do, they hit me with, “You’re not the brand owner, so we can’t change anything”, despite all the evidence I provide. Report Abuse often doesn’t see any violation, even when there clearly is one. And to top it off, I was issued a violation for a title change I reported, and they didn't revert it to the correct version.

Where are the mods when you need them? All I see are feel-good motivational posts while sellers like us are left fighting against rogue bots and broken systems, totally unsupported. My business was doing well, but some of the listings affected were bestsellers, and now I feel like a kid building an intricate sandcastle, only to have someone stomp on it just as it’s about to be finished. The worst part? This isn’t a hobby for me. It’s my livelihood but it's getting nearly impossible to sell on Amazon.

Order ID: 202-1019144-8723552 is returned back by customer with Return Reason: Performance or quality not adequate and Buyer Comment: Straps too short.

Customer obtained pre-paid returns label and returned back goods as you would normally do. Once the goods are returned back, Amazon auto refunded to customer less pre-paid returns label cost.

However, today we were landed with A-Z claim as customer claiming Customer issue: Damaged or defective item, Customer comments: I haven’t received the refund for this.

Amazon then refunded customer pre-paid returns label cost and also gave us ODR. Appeal was denied as well without properly reviewing the the information.

Reappel case# 10973537762.

We have clearly stated the claim is incorrectly made and customer is responsible for pay for returns label cost. Amazon has auto refunded without our involvement as per their policy, then how on earth customer get a refund and we get ODR?

@Seller_z3k8APxGfbQEK , @Seller_Huz6FT08OxHAR , @Seller_mIRnuhdx7l5sN , @Seller_TSXM2A5nxWSuH , @Seller_XUNeUuvrQDpgP please help us review this claim internally.

I have downloaded my invoice for FBA fees for a previous month and compared this to a reports repository report for that same month. It seems the invoice is over £1000 higher than what the report is telling me.

Has anyone else experienced something similar? I'm not quite sure why there is any difference at all.

The invoice covers the same dates as the report I downloaded and so I would have thought they'd be the same. Unless the invoices are not strictly for that time month that the invoice says they are for?

Thank you!