Woke up to find all images on our product listing had been changed
Hello everybody, I was just wondering if anybody had encountered this problem, and if so, how did you get it fixed?
As per the subject, woke up yesterday to find all the images on our product listing had been changed to a different product. So now all the product images are for a completely different product.
However, what is strange about this is that -
a) We are the registered owner of the Brand in Brand Registry under which the ASIN is listed; and
b) There is no new offer on the listing i.e. the listing has not been ‘hi-jacked’ by somebody else - We are still the only seller on the listing.
So we are still the only seller on our own listing, the listing is ‘live’, there is stock in FBA … but all the images are now incorrect. (Nothing else on the listing has been changed)
Of course, we immediately re-uploaded the correct images, but the incorrect images (that we didn’t upload) are still displaying. Over a day has elapsed.
I have reached out to Seller Support but I am getting cut and paste reples, and conflicting repolies, that are not really helping.
I am suspecting this is some weird Amazon systems technical error.
Has anybody else had this problem, and how did you get it fixed?
Thanks in advance!
20 replies
Seller_bxGApda6j8zcZ
We have seen this issue before and unfortunately, the only solution for us was to keep raising tickets until someone actually took the time to read them. Painful experience unfortunately.
Seller_n92Gui8J1Bpum
Hi 123BOP,
Many thanks. I will do that. Did you get any explanation as to what was the cause of this happening i.e. was it an Amazon glitch?
Seller_n92Gui8J1Bpum
Thanks again. But eventually Seller Support resolved the issue for you and put back the correct images?
Seller_7XKkvpKqKRaqK
when i had this issue i had to list every asin for customer support before they realised there was a massive error when they see the amount that have been changed ,took a few attempts at first but once i gave a list of over 2000 adds they did something
Seller_JB8JywiyOJdnb
It’s happened to us a few times. The only way to resolve is to open a ticket with SS, stating very clearly the ASIN and what it should be. You will then be required to submit a photo of the product and packaging, with the name very clearly visible, and, if the product name has changed too, an exact description of what you want the title to be (capitals in the right place, etc). Frustrating, but assuming it’s clear cut as it was with ours, I’ve had them reviewed and rectified in a couple of hours. If you’ve stock in FBA, mention it - it’s another reason to get changed quickly.
Seller_GwVKC064o58W9
It happened to me too, Is that mean our listing hacked by competitor?
Seller_mFeNHeI01m4K8
Same. Happened yesterday. Updated images. Good for 5 minutes. Then wiped again. Uploaded again and now they are fine. Other attributes were also scrambled and had to edit a lot of details again.Now listing is showing as “out of stock” even though we have plenty in FBA…platform is creaking.
Seller_DTufFoxJuMU0M
Upload more images than the incorrect one.
For instance if there are now 5 images on the listing, then upload 6 - even if its the same image 6 times.
That was the advice SS eventually give to me when someone changed my birthday card to toothpaste…
Seller_ZQyopdiwkUHOZ
If you’re going down the route of getting support from Amazon, you’d be better talking to the brand registry team rather than seller support.
I’d try what Dedez suggested first, though.
Make sure you keep an eye on the listing once it is fixed though, in case whatever caused this problem causes another. Hopefully it’s a one off, but I’ve seen situations were an ASIN’s category was changed because that same ASIN was granted to a different marketplace for a different product and they somehow ended up comingling the information.
Seller_0BTOhR5xfjfUq
We had a similar issue…a toy image (not the title) was changed to a pair of slippers with dozens of colour variations. I asked Amazon to change the image back and they replied that the slipper images were correct…eventually, I got them to change it back but only after pointing out that the toy wasn’t a pair of slippers…it shouldn’t be that difficult should it?
I think you’ll have to open a ticket for each product 
