AI BOTS responding to / closing cases in Seller Support
Hello,
We all have cases open on a daily basis I'm sure, however , I have one case in particular, that has been open for over a month now.
This case is regarding a suspected Trademark image Misuse. I cannot provide too much detail in here for obvious reasons, but it is nowhere near violating any trademarks. Every single message I have sent within this case has provided a lot of detail, as to why we don't need to provide a letter of authority. Since opening this case, I have now received the same COPY AND PASTE reply from Amazon Seller Support, up to, and now including 28 times. 28 times the exact same response, no matter who has responded to my messages. No matter what I respond with in this case, the exact same reply is sent back to me regardless.
I urgently need someone at Amazon, not only to address this certain case ( 10811700122) , but to explain why on earth, AI BOTS have completely taken over seller support. We are constantly having to provide documents to certain timescales, yet when we try to provide this information, we are met with automated bots. How is this helpful for anyone ? There really does need to be an answer and an explanation from Amazon on this one.
@michelle_amazon
Thanks
1 reply
Abella_AMZ
Hello @Seller_IJWS2xoLSE1gT,
This is Abella from Amazon to assist you.
We greatly appreciate you reaching out with your inquiry. Rest assured, we are committed to putting forth our utmost efforts to assist you with your query.
I understand that you need assistance in regards with Case ID 10811700122.
I am writing to address your concern regarding the Suspected Trademark image Misuse notification. Let me explain what a trademark entails and why this matter requires attention. A trademark encompasses any distinctive word, symbol, design, or combination thereof, such as a brand name or logo, that companies use to identify and differentiate their goods or services from those of other businesses. The fundamental purpose of trademark laws is to prevent consumer confusion about product or service origins.
Your listing may have been flagged for violation due to the presence of trademarked words or images. If you have legitimate permission to use these trademarked elements, you'll need to provide a formal letter of authorization from the trademark owner. We strongly encourage you to conduct a thorough review of your listing to identify any potential trademark issues.
For further assistance with this matter, please feel free to contact our dedicated team through the "call me now" button available on your account health dashboard. Additionally, we recommend reviewing our Letter of authorization requirements for comprehensive guidance on resolving this situation.
If you need any further assistance, you can post here so that we or any of the sellers on forum can help you.
Regards,
Abella.
