Brand Approval endless customer service loop
BACKGROUND
Brand new seller, selling notebooks and journals. I wanted to get my brand recognised in the listing rather than it just be Generic. I should note though, I’m not talking about full blown Brand Registry application. I got here while adding my first product and the first question is something like “you are the brand owner selling your own product” rather than me selling others’ products.
PROBLEM
So i took pictures of my product. The brand name appears 2 or 3 times printed permanently and in one case prominently on each product. Brand verification was rejected without explanation. I pressed customer services who said i needed new pictures in a real world setting. I guess my pictures were too perfect and maybe looked like mock-ups so i submitted again with product in hand and in different lighting. Now I’m in an endless loop - rather than trying to tell me if my brand verification succeeded or not, customer service keep telling me that brand is not mandatory for my product category so i can just select Generic. I keep telling them that other brands have their names listed so why isn’t my brand verified and then tell me i can just use Generic… And so on! I’ve literally done this cycle 6 or 7 times including insisting that a leader looks at the case (they did, but replied the same)
I’m used to bad support from companies but there’s normally somewhere to escalate when it gets silly. How can i break this loop? If other companies get to use their brand name why shouldn’t i?
I’m truly stunned by how poor and complex the entire “sell on Amazon” experience has been so far.
7 replies
Seller_DROodOAYHftnc
You’re not the first and will not be the last.
The complexities have gradually developed over the years, and even for those of us who have been selling on here for a long time it has become a difficult journey with changes almost weekly.
Seller_ae51e0CJoHqCX
You will probably not break a loop once you are stuck in it.
Occasionally perseverance pays off.
First thing to remember is that a lot of your queries will have system generated responses or will have a seller support operative with very little understanding on your situation to find a scripted response with a link to try and give you advice on solving an issue for yourself.
Once you receive message back explaining what you need to do, the first mistake is taking this on at face value. Quite often when something is knocked back by someone who doesn’t know why the system has rejected something is that they will grab and paste the closest help file that they think is the problem and then start leading you on a merry dance. Sometimes this causes you to make changes that can cause more harm than good.
I note that you say you revised a picture and put a hand in it. Actually this maybe classed as a prop so you have now made the matter worse. You are supposed to have a copy of your image in a certain pixel size covering the majority of the surface area.
You do need to find out why brand registry knocked it back, you have taken an opinion from seller support and may have received bad advice as in my experience the first level of seller support have very little knowledge on this and you should ensure you get a detailed response from the brand registry team. My advice is to query this directly with brand registry as they are the only team that can truly help you.
