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ASINS with incorrectly assigned brand
We are a brand owner and are looking to sell our products on Amazon.
We can see that a number of our products have been set up on Amazon by 3rd party sellers, and the brand name has been allocated to them. Additionally, there are some of our products listed on Amazon that we seem to be unable to list as we are 'not approved'.
We are trying to re-gain control of these ASINS so that they can be correctly associated with our brand name and we can correctly list them.
We have spent 2 weeks raising case after case with seller support and brand registry trying to get these ASINS correctly re-assigned. We have supplied trademark documents, website details and images of the product we manufacture.
We are just receiving standard answers:
- you are not the authorized ASIN creator for the following products
- you cannot change a product detail page or add offers on another seller’s Generic product or copy the product detail page to another store.
- changing the brand name on an existing ASIN can lead to customer confusion.
Any thoughts on how we can escalate this issue with Amazon?
It seems ridiculous we as a brand owner cannot get control of our own brand on Amazon and we are unable to get past standard support answers that clearly don't understand and aclknowledge the real issue,
THANKS
11 replies
Seller_qz6sRrarZQIEN
cases that relate - 10956670062, 10953624222, 10930107522, 10953744032, 10956673292
Seller_IQo80d99W2DzP
If you have supplied to the trade your items, then let them sell your items as they wish.
To get around the crazy Amazon rules, they may have had to show as generic, etc.
Do not sell trade if you just want to sell yourself as a retailer.
If they show as their brand, again that is due to the crazy world of Amazon, which when/if you stay on here you will know their 'laws' count higher than any Country laws (so they think and get away with it).
Rather than try to get the Companies you sold to banned on here, why not work with them to ask them to not sell as generic, if you add the new proper listing, if they can sell on that instead - you can just generate a new EAN if you wish to list anything.
Also, keep raising cases will get you banned to sell at all, reply to the same case and repeat everything, as they do not look at previous replies or anything.
Be aware: Seller Suport is totally useless and in the end you give up and just do what you wish as long as you are alloowed to. I suggest new listings with your brand, new EAN's etc. Ignore what is already there, and do not sell trade if you do not want any competition.
Honestly, you are better just to add the products and let your Trade Sellers sell the items, and let them get the hassle of Buyers and hassle of Amazon.
Seller_IZMia0ASJ6cAm
What barcodes do you use? GS1?
Have the 3rd party sellers used your barcodes or have they listed the items with different barcode numbers?
Seller_4egJACUbpozi8
It can sometimes be fixed by deleting your product, waiting a full 24hrs and uploading a flat file with the correction - if it doesn't work it will ask you to change it to the random brand.
If you need to contact the SS, there's a knack to it - In getting past the bots semantics is key. Often reading between the lines gives subtle cues to what you need.
- Use the "Brand update" in Help - Attach a screen shot of your entry in GS1.
- You will get denied.
Hello from Amazon Selling Partner Support,
Thank you for contacting us. We are sorry to inform you that we cannot process your request for the brand name change on ASIN xxxx. We reviewed the request and found that the request does not qualify for the brand name change.
To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.
My reply -
Hi, please can this be reviewed.
There is a clear error in the catalogue that needs to be corrected.
The GS1 register has shown the brand name for ASINxxxxx to be [Your brand on GS1] since dd/mm/yyyy
In the XX years that this product has been available, the catalogue has clearly been corrupted and needs fixing so we can continue to delight customers.
ASIN xxxx
Incorrect Brand Name: [Usually something weird]
Correct Brand Name: [yours]
This is not a brand name change request - this is a request to fix an error in the catalogue
Attached: Screen shot from GS1 from earlier and image of product showing all the relevant stuff.
SS -
We have contacted our internal team for information regarding your issue.
We will contact you as soon as we have an update or if we require further information. We encourage you to wait for our response and assure you that our teams are working on your request.
Final SS -
Hello from Amazon Brand Registry Support,
I understand that you are contacting us to update the the brand name for ASIN: xxxx from [random] to [correct]
We've reviewed your request and confirm that the desired updates have been made.
Please know that the expected time for ASINs to reflect is 14 days.
I also got an answer straight from brand registry once rather than the general SS, saying changing brands would fail to delight customers etc. My reply didn't work and resulted in a somewhat of a "final answer" talking about metrics etc. For that I went to the MD and it moved along to - we're looking in to it - and we've fixed it, wait 14 days for it to change (and it took exactly 14 days)
HTH
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