Help!, my product has been removed for IP infringement but I Knew nothing about it and cannot appeal!
I have been selling a product with great success on Amazon.co.uk for years with a near to perfect account health, this week my stock worth £20,000 has all been moved to fix stranded inventory and the listing has been made in-active. I have opened a couple of seller help cases only to be told the product has been removed for Intellectual Property Infringement and I must open an appeal through the my seller account health in seller central.
The complaint has never appeared in my account health and is not showing in there now so I was unaware of the complaint and I cannot send any of the documents through to prove I have not committed IP infringement or appeal. The only option I have is to arrange for removal of all my stock.
I am the sole seller of this product and have been given sole permission to sell this product and use all the intellectual property from the rights owner. I have a signed headed letter from the rights owner asking Amazon to retract any IP complaints against the product as it wasn’t made by them and is not genuine and I have an LOA from the rights owner saying I am the sole seller of the products and have been given all rights to use all intellectual property for the product. They have also given me a copy of their copy right certificate.
I cannot open an appeal as there is nothing about this in my account health, I have sent all the documents to every Amazon email address (including the managing director) and opened cases only to have a bounce back email telling me the only way to send in this information is through appeal in my account health, which I can’t do because there is nothing in my account health.
I am literally pulling my hair out now a week later, as I’m pretty sure the report must have been reported from a competitor and I have no way of getting my proof over to Amazon to show them I have not committed IP infringement or even get any information from them as to what has been reported and how I can amend anything which could solve it.
I would be so grateful to hear from anyone who has been in this situation and let me know anything as to how I can get my listing reinstated?
Many thanks.
32 replies
Seller_NoLYurmb006tq
Hi
So first I would suggest you check with the business who has made the complaint the details are on the email sent to you along with a contact email for you to contact them.
It may be there is a trademark issue with the person you have been purchasing the items off.
Without ASIN or EAN I can’t advise further on that, but first you need to see what grounds this person has had to make the complaint so you can address your issues in your POA.
Seller_NoLYurmb006tq
Hi without seeing it I can’t really help I can’t pull that ASIN up
Seller_iBrSIJDZKlsXi
Check the keywords of the listing.
We once have had listing removed because of spelling error in keywords (instead of channel we have put chanel) and because of that we’ve got it removed as we that way have used someone else’s brand in our keywords
Seller_f5cnodyVjLD4S
Here’s the image, the problem may lie with the words Keratin Complex.
https://trademarks.justia.com/owners/keratin-holdings-llc-3708842/
Owned by: Copomon Enterprises, LLC
Serial Number: 85366147
Seller_BfC4NNmWT42Uh
Hi, Not sure if i can help, but I am going through a pretty similar situation to you. Mine is regarding an authenticity complaint. Here’s the kicker, we design and manufacture all our own goods. They are all our branding and we are trademark holders for it all. We are brand registered. They took 2 of my ASINS off. I chased and chased for 4 weeks why the stock was stuck in FC processing. They couldn’t tell me. They then moved once lot of ASIN into damaged goods, i managed to appeal that and they got reinstated. They finally told me the other ASIN is subject to this authenticity complaint and to prove proof through performance notifications. The thing is there is nothing there. There was no contact from Amazon for nearly 6 weeks about this ‘complaint’ despite being chasing daily. It came out of the blue. I had 4 online chats and 2 phone calls but noone could tell me. Once they told me of this complaint all of my contact about it under the one case DISAPPERED, everything, all chat records, all contact. The Last phone call I had told me I need to contact performance team, but they couldn’t put me through or give me the email address to contact them on! she just kept telling to provide proof on the effected ASIN under performance notification. WHICH WASN’T THERE!
After several angry messages through seller central finally someone actually read it and actually apologised. they asked me to email seller-performance-policy@amazon.co.uk, so maybe try emailing them there.
I am still waiting for the reinstatement of my ASIN. And i fear they have 4 more that they have assured me would move from FC processing on the 22/8 but have not. I fear a competitor is playing silly buggers. We have been trading on amazon for at least 10 years and have never had this problem, being as we are the makers and trademark holders of all our stock!
so just to say i feel your pain. keep going.
Seller_BfC4NNmWT42Uh
There are definitely dodgy sellers out there, fortunately we are the genuine article! Our products are made for us, to our specs. We don’t buy generic and rebrand. we spend a lot of time and effort and money into getting our products right.
It is frustrating that anyone can complain about it being unauthentic, and yet it takes unreasonable time to get even the information to amazon. If i had known about the complaint i would have sorted it that day, but it has taken 4 weeks of constant chasing to finally find out what the problem was, 2 more weeks of daily chasing to be able to submit the docs as they wouldn’t accept them in any other way apart from under the non existent performance notification. so 6 weeks of sales lost so far, for something I could have proved in under 30 mins if i was told. Still no word from them as we now move into week 7. Strange as well how it was only one variation that was affected and not the whole parent. I.E just one size and colour. I was able to carry on selling the other sizes in the same colour. mind you I am not complaining on that score!
The listing is all the same for all variations under the same parent, the only difference is the sizing and the colours. There are no add on/additions, no additional features. just really strange.
Thanks for the help and advice @The_Pink_Panther and @Clearanceshed
Seller_IGcyXF7wVcyd2
Its awful. My ASINs also was blocked although I am the brand owner for those asins. Nobody cares. Nobody explained the reason for blocking my ASINs. Support is useless. Amazon disappointed me a lot with this behavior. So all my new products will be listed on other marketplaces and my website!
