Hi everyone,
We recently received a Critical Policy Violation on our Amazon seller account related to a product review left from my personal buyer account. I’d like to share the full context here and kindly ask for any insights or suggestions—especially from experienced sellers or Amazon moderators who might be monitoring this forum.
Background:
We discovered a new, unauthorized seller listing a product under our registered brand name on a listing we created and own as part of our Amazon Brand Registry.
Since we have never authorized any other seller to list this product, I messaged the seller through my personal buyer account. They failed to confirm the authenticity or source of the product, so we placed a test buy using that buyer account to investigate further.
Upon receiving the product, we found it was: A completely different item (not the product pictured or described on the ASIN). Labeled with a different brand name.
We immediately filed a trademark infringement complaint via Brand Registry (Complaint ID: 17767533961), and Amazon accepted and processed it. Separately, I also left a buyer feedback on the order to warn other Amazon customers of the discrepancy, unaware at the time that this could be considered a violation.
What We Did:
On our Appeal, we provided:
1. A detailed, honest account of what happened.
2. Evidence of the test buy and photos of the item received.
3. Confirmation that we reported the issue properly through Brand Registry.
4. A full Plan of Action to ensure all future reporting is done strictly through official Amazon channels and not through buyer feedback.
Unfortunately, Amazon rejected the appeal with a vague message:
“Your submission did not include the information as requested on your Account Health page…”
We’ve reviewed the Account Health instructions carefully and genuinely believe we’ve addressed all expected components—but we still do not know what specific information Amazon wants to see to resolve this. I called two Account Health support team just now and each one provided me with a different path (very confusing and sometimes hard to understand their accent). This is our first policy violation in over 12 years of selling on Amazon, and we take it very seriously.
If any fellow sellers or moderators can share:
1. What additional information might be expected in this type of appeal?
2. Have you successfully resolved a similar issue before?
3. How best to clarify our intent and corrective actions in a follow-up submission?
We would deeply appreciate any guidance. We’re simply trying to protect our brand and ensure Amazon customers aren’t misled by counterfeit products, and we truly thought we were acting in good faith, rather than harm any seller.
Thank you in advance for your help!