Listing with Images Changed!
Hi all. Have one of my products that has been selling well for around 18 months and the other day all of the main photos changed to a completely different product (loosely related but a completely different product). Assumed a different seller changed the photos, but I’m out of stock on the product currently and and it would appear that if another seller did change the products they are out of stock as well. To remedy, Amazon are asking for photos of the product with the EAN, UPC etc. Just wondering if anyone has had this happen before and if so how you fixed it? Separately, if I do need to send a photo with the EAN/UPC etc does anyone have an example of the format/style that is needed in order for the support team to make the changes? Any help would be appreciated!
15 replies
Seller_iyWFMVlkW8z7N
Im no help but i was wondering if you got it sorted out as im having the same issue right now. i sent in the photo with the EAN and they still refuse to help. completely useless support. you may as well ask the cat to help.
My issue is my images changed and it wont let me alter them and when i close the listing it opens itself. sabotage for sure and given how unsupportive the support team are im starting to think its internal.
Id love to know if you got it fixed
Seller_1LY9DSCyKKiuF
Still no luck unfortunately. They’re adamant they need a photo of the product with visible UPC and barcode to ensure that they’re not reverting it to a different product that the customer won’t get. Hilarious considering that if it’s not changed back, customers will not be getting what they expect as someone has changed the photos to a completely different product! If anyone in the wider forums has had any luck sorting this, help would be much appreciated!
Seller_vCw4KrJBcDcIJ
Exactly the same here. Listed an item several years ago under a unique UPC that I purchased for Amazon listings. Been selling for years and now with lots of positive reviews and it is my top selling item, or was. Now it is useless as it doesn’t have the correct photo. I noticed that the photo of the listing was changed to a completely different product and that it is another seller that has listed a completely different product image against the ASIN. Without wanting to identify the seller it is comparable to changing the listing from a pencil to a shampoo for example. I then reported the seller for abuse of listing - i.e. for changing the listing image to one that is materially different and received one message from Amazon direct to my email saying they have dealt with the report and will not tell me the outcome. A few seconds later I receive a policy warning saying - Hello, We are contacting you because this ASIN has been reported for misuse of the product detail page… I appealed and it was accepted. I can still see the policy warning on my account. However I reported the seller again for the same thing and now receive an email from Amazon saying - Because you recently submitted an identical claim we will not investigate this duplicate claim. Please allow 1 to 2 business days for investigation of the original claim. Meanwhile as all this is going on Amazon continues to allow the listing to show inaccurate photos of a product which is materially different. I rang Amazon about this today and was told I had to open up a case myself, which I have already done via a case, but it is still not resolved. Just canned responses asking me to upload the correct photo, which I am unable to edit as it says - When multiple sellers sell the same product through a single detail page, we combine and present the best product data to ensure customers get the best experience. Even if you use the phone call option to contact Amazon, the staff cannot solve the problem and have no knowledge or tools of how to deal with this. amazon customer service is next to zero, and it has to be the worst seller support of any online business. 95% of any of my seller problems never get resolved. It’s frustrating, stressful, and is the last thing you need in the middle of. Pandemic not being able to resolve something like this.
Seller_LKjg1QRrO36Yq
Line breaks and/or paragraphs make long posts easier to read.
Seller_iyWFMVlkW8z7N
My image was changed and i could not change it back or turn the listing off.
After five emails to a useless support guy that just replied with the same generic email every time I opened a second case about my listing as i was hoping a different guy just mite listen, and low and behold they actually sorted it out, so after checking everything was ok i went to bed quite happy. The next day it was back to the wrong listing image again and sold 6. Strange thing is i had nobody else hijacking the listing, unless they did it then removed there listing? i now sadly have had my account deactivated due to customer returns being to high. NCX of 11.11% and yep the reason being wrong item sent.
I have figured out a bit to late that if this happens to you the best thing to do is to close the listing and create a removal order. Get your stock sent back to you ASAP. Make a new listing with a new EAN when the stock arrives time to re-label it with the new EAN and send it back. I believe you are fighting a losing battle and the longer you leave it the more your account is going to get hit.
I thought i would put my trust in the amazon support system, that was my number one mistake and it was exactly that that got my account deactivated.
Also thay will change your product weight to increase your costs, as they did with me. what i dont understand is they ask me for proof the listing is mine so why did they not ask the person that changed the listing? My listing was my own brand so nobody can have the same item.
Line breaks just for you pudding lol
Seller_1LY9DSCyKKiuF
Update from my side: After about 30 messages and a request to have it escalated to a manager (don’t bother asking for a callback from catalogue team, as they’ll ask you to call in and request it, which they then respond to with a template message and it ends up going in a circle) pictures were eventually replaced, very fortunate considering new stock just came in. Good luck to all still attempting, at some point you may get through to a human!
Seller_DQUCTWPjSm8fp
It could be that someone recommended a picture change to Amazon, and they agreed, and changed it themselves. Anyone can suggest a new image.
Seller_yGFP9vQJKe1zg
I’m now too having this issue with one of our former best sellers. Trying to talk to the drones at Amazon support makes me want to put my head in the oven. Can anyone offer any working advice?
We have a product has suddenly changed images to something similar, but not the correct product. We are the only seller (it is our own design) but we have no barcode etc as we added the listing and it is our own designed product.
