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⭐ TODAY: Monday, 30 June 2025, 08:00 - 16:00 ⭐


👋 The Transparency Programme team is here to answer all your questions about protecting your brand from counterfeits, enhancing customer engagement, and gaining supply chain insights!


📢 How Today's Event Works:


  • Our team is actively monitoring this thread from 09:00 to 17:00
  • Post your questions in the comments below
  • We'll answer each question in the order received
  • Browse through previous Q&As - your question might already be answered!

🔍 Key Topics We Can Help With:


  • Brand protection strategies
  • Counterfeit prevention
  • Customer engagement tools
  • Supply chain visibility
  • Programme enrollment
  • Implementation support


💡 New to Transparency? Visit our Transparency programme page for a quick overview while you wait for your answer.


⏰ Event closes at 16:00 today - don't miss your chance to get expert advice!

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Attributes
by Seller_A2uETFdpTfxuX

I am getting a lot of attributes in the product details that are not relevant and have ticked the box to say irrelevant but i can not submit as they are still there.

What do i do.

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Hi all,

I'm hoping someone can shed light on this, or if a mod sees this, maybe help escalate.

My Amazon seller account was deactivated due to not having a valid VAT number. I’ve now acquired a new, valid VAT number and have been trying to update it and reactivate my account. However, I keep hitting a wall with the process.

Here’s what I’ve done so far:

* Submitted an appeal to uk-vat-number-appeals@amazon.co.uk

* Opened a case through Seller Support.

But I received this message:

"This email address is not the correct channel to submit an appeal... Please use the 'Reactivate your account' button in Account Health..."

The issue is that I already used the "Reactivate your account" button and uploaded all required documents including my new VAT certificate, but haven’t heard anything back. When I try to submit more info, it just loops me back to the same page. No option to escalate, no response, and no way to update the VAT in the backend.

Has anyone successfully navigated this? Is there a different team or escalation path I’m missing?

Any help is much appreciated!

Thanks,
Alan

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Amazon replied

I've had a few expensive A-Z claims recently where the customer claims they haven't received it and Amazon has refunded them.

"The customer reported an issue with delivery. In this case, the tracking information indicates 'delivered', but the customer did not receive the package. Because you provided sufficient information that proves the order was actually received by the customer, we will not count the claim against your Order Defect Rate."

Parcel was signed for, Amazon states there's sufficient information, so how on Earth am I supposed to protect myself?

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Brand approval issues.
by Seller_VJWOX6ynG2Y1S
Amazon replied

Hi all,

I am a new seller and need some assistance on getting my brand approved. I first tried to get my brand approved and Amazon’s team responded that the brand needed to be permanently affixed on the product or packagings. To this I had to accrue some additional expense and ordered a stamp and tried again and then the team responded for the same brand name with the below msg.

During our review of your application, we have identified that the Brand Name you submitted **xyz** is misusing another Brand's intellectual property rights. To maintain a safe and trustworthy shopping experience, this Brand name cannot be approved for use on Amazon. In view of the aforementioned, we had to decline your application.

I see thousands of brands which are just strings of characters getting approved so it’s very confusing why this was not raised in the first round of review.

On checking the brand list of Amazon’s brands, the brand name I was applying for wasn’t registered so it’s quite confusing and not reliable especially for new sellers.

Any help on this would be appreciated as it’s honestly very frustrating.

Thanks

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Trademark?
by Seller_1yjdrmsharvFU
Amazon replied

if I don’t register my business as a trademark does that mean my listings won’t be visible on Amazon?

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Safe-T Farce does not protect from blatant theft.
by Seller_LvwYkFROol8LI
Amazon replied

Usual Amazon incompetence.

We sold a Porsche key fob to someone with an incomplete seller name, its just a single word, no Christian name or surname. Like an 80's pop star......

The key fobs are supplied in a plastic bag with an adhesive sealing strip (important for later) and then in a presentation box.

Customer had it delivered and immediately messaged us stating "The empty box sent to me , so disrespect the customer" and started a return. Here we go! The return reason: Missing parts or accessories.

Bit of background. This colour fob was discontinued in 2021. We found some old stock by chance when we were moving premises. Happy days. It's impossible to find. There are 2 companies in the USA who claim to have stock and one in Poland. One of the companies in the USA always shows stock until you order one, I know this from experience, then they notice it's not on a shelf and remove it from their site. These things happen. Long and short is no one has these for sale in the UK, they're like hens teeth to find in Europe, and if you want one we have them. It's a rare piece of kit!

Now, a customer ordered one in December and returned it because it was allegedly damaged, there was a scratch on the front. I asked for a picture, no picture, we then had to pay for the return. When it arrived there was no plastic bag, just a fob in a box with a dirty big "scratch" on the crest. But, when I ran my thumb over the "scratch" it was an outie, not an innie. A scratch is always an innie. I scraped the "scratch" with my thumbnail and it came off, it was a bit of adhesive plastic stuck to the crest. Clearly a piece of the missing plastic bag! So we have one fob minus a bag which will now be the very last one sold, obviously.

When I personally picked the fob for this order I checked the box to see if it was the one missing the bag, it wasn't, so it was wrapped and sent. Therefore, I absolutely checked this item before posting. Imagine my surprise when this customer received an "empty box". But, rather than requesting a replacement of an extremely difficult to find key fob they cannot get anywhere else, they wanted a return and refund. Obviously I asked for a photo of said box with zero expectation of getting one, and I wasn't disappointed.

The parcel arrived back with zero signs of damage to the postage box, naturally, and inside was a Porsche presentation box with no Porsche key fob. Of course, that was expected. Since this was the predictable sequence of events I'd already contacted seller support asking what protection I might expect and they informed me of the Safe-T option. I have to admit to being skeptical of any protection or support, and once again I've not been disappointed.

After 4 attempts to get this resolved the return reason stands at "Reason: Not received in original condition". As a result the claim keeps being denied because.....

"We have denied your reimbursement request for the order xxxxxxx.

Why is this happening?

The issue that you reported is not eligible for reimbursement per our reimbursement policy."

Interesting response, especially since the Safe-T policy claims we're protected if:

1. Issue with a returned product: A Buyer returns a damaged, incomplete or different product.

We've been selling on Amazon for 10 years. We've sold over 10k items. To date the number of "The empty box sent to me , so disrespect the customer" claims stands at...... 1.

What is the point of this Safe-T policy? Just another waste of my time and effort. Just another frustration at Amazon's unique ability to insult sellers. I've yet to try and deal with Amazon where I didn't just give up because it's impossible to get anything resolved. This company is the most disgusting, ignorant, and frustrating organisation I've ever had the displeasure of dealing with. eBay would have resolved this by now. Anyone looking at the facts and not reading a script that says "you must screw the seller over" would have sorted this out by now. Yet, thieves have found another way to rip off sellers under Amazon's nose and with Amazon's full protection.

I despair. This cesspit isn't worth the effort some days.

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'This product must be removed from the shipment because
by Seller_rAsVeMIihyvdY

We are receiving the error message:

'This product must be removed from the shipment because there are currently no fulfilment centres in the destination country capable of receiving the product.'

We have had this saem error before and someone from the forums area was able to rectify this for us on other ASIN's on this listing.

Many thanks,

Campbell

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Amazon Buy Shipping is a joke!
by Seller_cqm1NpCzzXarj

This is becoming a joke now at this stage, 4 orders this week have either been lost or just not delivered when buying shipping labels from Amazon buy Shipping. I know it is a Royal Mail problem, but it never happens when I buy my postage directly through Click and Drop. Then again if I do that I get penalised on account health. Going round in circles and losing orders every week now at this stage. I post personalised greeting cards A5 using 2nd class with Amazon buy shipping and they insist on buying it through them or my ODR is affected. I have tried to speak with chat support and you all know how that goes, reading from a screen and passing the buck to Royal Mail as per usual. Why can't we just buy direct from Click and Drop??? and not have our account health affected. Disgraceful in my opinion.

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A-Z for a pending order
by Seller_Fg2fqaWOnEtha

I've had and lost many ridiculous A-Z claims, but this one takes the prize. I had a pending order as part of Subscribe & Save that sat as pending for weeks before disappearing altogether. Since I couldn't process the order, the customer never received it, despite Amazon continuously sending them messages with different delivery dates. Eventually, the customer filed an A-Z claim, and now my ODR has been impacted. Why? I haven’t done anything wrong! I don't have any control over pending orders!

@Seller_DNQGSsdC7DccM@Seller_Udi0JNbTrsmUV

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Action Needed: Update your shipping prices
by Seller_dtDzb0clEI627

Had an email this morning saying : Action Needed: Update your shipping prices. We removed the ship options for your seller-fulfilled products with excessive shipping prices. Affected ship options are reflected in the following table:

Has anyone else recently received this email because I can't find any items where my shipping costs are excessive? My items are a combination of either Free delivery, or £2.80. Two-Day Premium Shipping we charge £4.99.

I've been through my shipping settings etc but am totally confused..

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