ASIN tampered with, and changed to a counterfeit item
We’ve just had a policy warning for a patent infringement for what appears to be the new Apple wireless ear bud headphones and charging station, but we have never ever sold this item or even listed against it - someone has tampered with an ASIN for a completely different item and changed all of the product images to show this Apple knockoff without our knowledge, and then given us a patent infringement for it! The ASIN in question is B00SCX72BC, which we’ve been selling on since about 2013 (again, another clue that this has been tampered with because the Apple wireless earbuds have’t been around that long!), and all of the information on that detail page still refers to the item that we’ve been selling for years - the black and orange gaming headset/headphones, the big over-ear type ones.
We’ve opened a case with seller support to report the tampering and get the images changed, and we outlined all this to notice dispute, seller performance and managing director but keep getting the same auto response back about how our appeal doesn’t address the complaint, but it clearly does as we’ve done absolutely nothing wrong and a third party is responsible for changing the images. Presumably they can see on their system too who made these changes so surely this should be an easy case to resolve, but once again hitting a brick wall with Amazon and no response from the complainant email address either. What are our other options? Is Jessica from seller support still around in these forms and able to offer some human assistance on this?
21 replies
Seller_ejwc84JNL5Uk6
Cant offer a positive response - sorry - Jessica doesn’t address questions from the forums anymore and may not even be around on here.
Amazon’s stance on this is that everybody is responsible for checking every item in their inventory is still and always remains correct (I know I know … don’t shoot the messenger!)
Maybe Kika has some advice?
Seller_0pkMTMROIPEmY
I can clearly see the product page manipulation, the product reviews clearly show an alternative product that has been subsequently changed to the new brand, It may be better to screen shot the product reviews with photo’s that clearly show the original product versus the current listing in a clear and consie way to Seller-performance@amazon.co.uk and seller-performance-policy@amazon.co.uk This represents product page manipulation by the current Seller Abunta
Although currently your still showing as the only seller on this listing so has this situation changed ? When you click 1 new it’s only you and it then shows the correct product detail
Seller_iBrSIJDZKlsXi
If you are unsure of what product it was in the past, then go to your orders page on sellercetral and paste this asin so you can see orders for this product in your history.
Seller_EJIX7rqDNQJi2
Unfortunately, ASIN tampering and intellectual property rights infringement complaints are two different issues, which are handled by different Amazon departments.
If you are confident that the complaint is false, because your merchandise is authentic and able to prove it either with valid invoices or receipts, you can dispute it by providing Amazon the proof of authenticity.
Amazon will only accept receipts and invoices which clearly display all of the following:
Supplier information (name, phone number, address, website)
– Buyer information (name, phone number, address, website)
– Item descriptions (matching the ASIN(/s)
– Item quantities (should reflect your selling volume)
– Invoice date (must be issued in the last 365 days)
It must clearly prove that your products do not infringe on the intellectual property of the rights owner. Send this information, any other documentation, and a list of impacted ASINs to notice-dispute@amazon.co.uk.
This is the only way how to effectively appeal a complaint like this.
ASIN tampering can be reported using the “Report a violation” feature among the “Contact us” page.
Seller_ERn81fweA8gve
Well, just had a call from Dublin and it was an actual English speaker, and she seemed to understand the actual issue and said she will forward to the relevant department(s) so fingers crossed I may actually be able to get this sorted! I won’t get too optimistic yet though…
Seller_ERn81fweA8gve
Incorrect product images still showing on there despite raising this with the catalogue team and the ASIN tampering violation. Not good enough, Amazon 
One glimmer of hope is we actually got a response from the contact email address on the infringement notice, asking what our Merchant ID was so they could look into it. Hopefully they’ll agree to retract the complaint when they look at the evidence that we’ve presented to them…
