3 year battle with Amazon over incorrect brand on our listing
Wondering if anyone has advice.
We have been selling this listing for 12 years on Amazon. In 2020 we submitted our trademark mark and were given control of an entire store for a different company with our listing included in with their products. When we followed up and notified Amazon that we had control of another company's brand, they removed our access, but left our listing under the control of this other brand.
For the past three years we have been emailing Brand Registry and Seller Support trying to fix this and we just get the same garbage stock replies over and over and over.
We have been told that Amazon can update the brand for this listing, but they continue to give different reasons why they won't. Most of the time seller support tells us to talk to brand registry and vice versa. It is truly infuriating that there is no actual support to fix this issue.
We have been told to report a violation but are not allowed to file because "You can't select the complete ASIN, because it's connected to you or your brand." However we also cannot do anything with the listing because "You are unable to add content to this ASIN because our system does not recognize this ASIN as part of your brand." I am losing my mind over how diametrically opposed these two responses are, coupled with the complete lack of any support from Amazon to resolve this.
41 replies
Seller_Fnfv2UKRup5rK
This is incredibly frustrating. I had this happen when I went to ship new inventory for a product that I had not stocked for a year. I found the Brand had changed. I could not tell if this was malicious or a glitch, although I suspect the latter.
I was in the process of being brand registered, and got one call from Amazon just before my registry was complete. They seemed to be confident the process could be resolved since I had created the ASIN. Unfortunately, Brand support failed to follow up on this assurance, despite numerous cases/follow ups from me.
The issue only resolved when I reported the product, and Amazon removed it. Then I withdrew my report, and the product was reinstated, but this time with my correct brand. It makes no sense to me... It seems totally random, as the glitch was that changed the brand.
Try this, or tag the Mods for help. Sorry I cannot offer more.
Seller_aUbEyzlSSnsDJ
Amazon has allowed so many fake brands they are out of control. We have over 20 items we can no longer sell because of fake branding. It was a bad idea and now it is a nightmare.
Amazon should pause branding and fix the Catalog and the fake branding process.
Seller_Ha6JyVvDK6Ybs
Normal Amazon reply when you contact Amazon "ONLY BRAND OWNER CAN" doesn't matter what the issue is you still get "ONLY BRAND OWNER CAN" it is total failure. Most issues on Amazon are created by Amazon and others when you try and inform them of problems Amazon refuses to address the issue always blaming or telling you someone else needs to total BS!
Seller_iQqkNPooLuasC
We are in the same boat. It seems to be literally impossible to talk to anyone who can fix these issues. Amazon is anyone there?
Seller_ygcjnXMvC7GA2
AMAZON PROGRAMING BECAME TOO COMPLICATED. IT IS OUT OF CONTROL.
Seller_waiEWJG70eJoK
Same issue with one of our listings.
They say it is "impossible to change a brand name." Fantastic.
Then, how was it changed in the first place?
Seller_PUXu1zuaI7kCf
Try to do a hard update via Excel. I had a similar issue. Go to upload a product, use the same UPC codes. Instead of PartialUpdate, choose Update. And of course, put your correct brand.
Seller_waiEWJG70eJoK
Amazon needs to create a simple process (i.e., a button) where you can simply request to revert a brand name to its original state at the time of creation.
Since it seems that Amazon clearly doesn't want a brand name to be changed, this seems to be a reasonable solution.
Who might we tag to suggest a solution like this?
Seller_LYMLtOXmzXpH4
This issue has to go through the Stores Management area. To do so,
In Seller Central, click on Stores, then Manage Stores. On the upper right corner of the page click on the ? Then choose Support Center. Select the Account Management box.
Scroll to the very bottom of the page and select 'Still Need Help?' Select Contact Us. In the Category downbox, select Stores. In Specify Your Topic, select Store Byline. Fill out the form and choose what type of support you want. When filling out the form, keep it simple, such as;
ASIN ABC is linked to the incorrect store URL (paste the incorrect URL there). It should be linked to the correct URL (paste correct URL). After the issue is confirmed, it takes about 10 days for resolution.
Seller_Etedb4FUvUJhq
So this problem is easily remedied IF the UPC or GTIN given to Amazon when the product was listed matches the 6 digit prefix you were assigned by GS1. If when you listed the product you were purchasing UPC's from third parties, and it has a prefix different from the one assigned to your brand, the only way to fix it is to create a new listing with the correct assigned UPC from GS1, with your matching prefix, and then open a case to have the listings combined.
