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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!

Hello Please help

I got a negative feedback for Order #112-7077075-2575466 and a directly refund by amazon, order fulfilled by merchant

The buyer claimed they "did not receive the package and did not get the refund" but FedEx has provided clear photo proof public confirming delivery to the doorstep (Tracking # 881171243135) and amazon customer service did refund him without any authority

and Despite this evidence:

The buyer ​never contacted me​ directly to resolve the issue.

Amazon granted a refund without requiring the buyer to open an A-to-Z Claim or allowing me to present delivery documentation.

The negative feedback is factually inaccurate, as the order was fulfilled and delivered as promised.

My ask:​​

How to remove this feedback​?

Can I ​dispute the refund​ retroactively?

Has anyone won similar cases? What’s the secret?

Thanks

Hello sellers, hello admin!

I am a small seller who started selling my products in November 2023 on Amazon. Before I started selling I seriously inquired about brand registration and got a clear confirmation from Amazon customer service's reply that even if you don't have a registered brand at the moment, you can still go through the whitelisting process and sell your own products. Next, I passed the whitelisting under the guidance of Amazon customer service and started to sell my products normally, and the sales lasted for 18 months.

Half a month ago, Amazon suddenly warned me that it was going to shut down my account. The reason: no brand registration. This caught me off guard and I had no time to prepare because I had a huge number of products, over 6,000, ready for the next sale. If the deactivation issue is not resolved, I will face huge losses. For this reason I immediately initiated the CASE but did not get any solution.

What I don't understand is that if I can't sell without a registered brand, then why didn't you tell me that in the first place? Instead, I was told that I could sell through a whitelist, and then suddenly forced to close the account after I invested money in a large amount of stock. In that case, what is the point of the whitelist's existence?

Next, I immediately registered my brand with USPTO and successfully got the acceptance receipt. And I successfully filed my brand in Amazon Brand Registry, and now I own the flagship store of the brand and have the management right of the brand. I provided evidence of brand registration, but the complaint still failed and Amazon still wants to deactivate my account.

Now in an awkward predicament:

1, It takes at least 12 months to complete the entire brand registration process, and I can only provide a receipt of acceptance from the US Trademark Office at this time.

2、Amazon clearly states in its policy that it “accepts brands that have completed registration and are in the process of applying for it”.

3, I successfully registered in the Amazon Brand Registry, with the brand flagship store and management rights.

4. Amazon deactivates my account because of the brand registration issue.

In other words, “I own my brand and I don't own my brand at the same time”

This is really full of contradictions like magic realism.

I don't know what I should do to solve the problem, I'm in deep anxiety and depression, and I can't breathe with the huge pressure.

I hope everything is fine for everyone and I hope that you will never be in trouble like me.

FBA18W973NLXU000001 was delivered on 4/22 and received on 4/23. Yet, it does not show as having checked in yet. It is over five weeks now!

We purchased a Claims Protected DHL label on Veeqo WITH Signature Confirmation and we still weren't protected from an "item not received" case! Order 702-0909862-0351413 was shipped on time and we have proof of delivery with signature that the item was delivered. Amazon denied our appeal on the grounds that we didn't use signature confirmation even when we did! We did everything needed to qualify for Claims Protection and this order should not have been seller funded! Order was shipped on time with signature confirmation using a service that was Amazon Claims Protected. Please help us resolve this issue.

@Xander_Amazon

@Jim_Amazon

@Dougal_Amazon

@Danny_Amazon

@Quincy_Amazon

@Connor_Amazon 

@Nano_Amazon

I have never posted on the forums in my decade of selling on this platform but I felt the need to do so, A customer requested a return over a month after the return window. I declined the request per policy and then the customer proceeded to claim the product was damaged which the delivery picture from FedEx clearly shows is not correct. The customer filed an a to z which I defended and was dropped because the customer did not reply. Then out of nowhere, the customer reopens the claim and Amazon grants it. Not sure why this happens, as it seems to happen at least once a year, but I am really sick from the fact that someone at Amazon can not see that this is fraud and won't enforce Amazon's own policies. I can't return something I bought from Amazon outside of the return window, but others can from me and if I deny the request they can still get their refund. If anyone cares the order is 111-0284245-8509869. I am taking a page from another thread and copying these admins in the event I can get some assistance. Again, this is my first forum post, and I am sorry it has to be of this nature.

@Atlas_Amazon

@Blake_Amazon

@Bryce_Amazon

@Cade_Amazon

@Charly_Amazon

@Cooper_Amazon

@CR_Amazon

@Danika_Amazon

@Dominic_Amazon

@Dougal_Amazon

@Emet_Amazon

@Glenn_Amazon

@Jameson_Amazon

@Joey_Amazon

@KJ_Amazon

@LeviDylan_Amazon

@Micah_Amazon

@Michelle_Amazon

@Nano_Amazon

@Ricardo_Amazon

@Roberto_Amazon

@Rose_Amazon

@Roxy_Amazon

@Steve_Amazon

@Tatiana_Amazon

@Troy_Amazon

@Topher_Amazon

@Veronica_Amazon

我的店铺在5月13日申请品牌时被秒拒，秒拒原因是税号，case id 17727648891，申诉提供资料后得到回复是认为该品牌不存在品牌滥用问题，因此申诉通过，并将品牌申请转交到 Brand Registry 注册团队，并提供了新的case id为17742008581，在case id 17742008581中，注册团队因为产品图片上的品牌名称与我申请的商标不符，因此拒绝，我提交了申诉，因为我的商标为文字商标，并不是图形商标，提供了商标受理回执文件及产品图片，得到的答复是我不能编辑已被拒绝的应用程序，被拒绝，要求重新申请品牌注册，于是我重新申请品牌注册，重新注册时依旧是因为税号被秒拒，我提交申诉case id 17727648891，得到的答复变成了6个潜在原因，我能确认的是我的店铺和品牌都是新注册的，律师也没有问题，不知道是因为什么原因导致品牌备案未通过，品牌也一直处于审核中的状态，导致我无法上架链接发货，我希望能得到解答并顺利在开启在亚马逊的销售，期待您的回复，非常感谢！

Hi all,

I’m curious to hear if any sellers in the Home category have looked into or made the move to platforms like Wayfair. If your brand does well on Amazon but hasn’t branched out yet, I’d love to hear how you're thinking about that next step, especially when it comes to dropshipping or DTC models.

Has anyone had success getting listed or growing there? What challenges did you face, and how did you approach them?

Let’s share ideas!