Amazon Randomly Changed Main Product Picture, Will Not Change Back and Expect me to Take the hit
Probably best I give some context first as I’m not sure if the few issues are linked.
The products I sell are manufactured by our partners in Europe, or China.
Both of these manufacturers have very similar names.
But we sell both manufacturers under the same brand name.
When I created a listing around a month ago I accidentally listed it with the wrong manufacturer name, but the brand name was all correct.
The following week I noticed the product had an EAN that I did not apply at all.
I didn’t think much of it until I registered with GS1 last week and when coming to change to the correct EAN I am met with a total headache - it’s been nearly a week I have been messaging product information and pictures back and fourth and they still have not changed the EAN to what it should be.
Whilst in the midst of this EAN trouble I noticed (last night) that the product has had it’s main picture changed. It’s actually been changed to a catalogue picture of a product sold by our European manufacturers. The picture is totally inaccurate - its a completely different product.
I’ve manually changed it back and in the meantime I made a case with Seller Support and it was autoreplied within 1 min, stating that only the registered brand owner can request changes to the product.
This was listed under the same brand I always list under (our own brand) and I have never had any issues changing the pictures.
I called up Seller Support and they told me that because I am not the Amazon registered brand owner, no pictures can be changed. I explained to them that I have never used brand registry and I don’t want to - I just want the issue fixed. She told me that becoming brand registered is the only way in this circumstance.
I am completely baffled by this, as this has never happened before. The only thing I can think of is that this is perhaps a new change, where all brands must be registered on Amazon?
It’s shocking though as seller support told me I was responsible for disabling the listing temporarily or taking the hit to my metrics - despite the fact they’ve pulled the rug from under my feet. The product has been live in FCs for around 3 weeks now and sold just over 100 units, so why on earth are Amazon trying to stir the pot now?
