Hi all,

Hoping to see if anyone has any advice as I feel I am getting absolutely nowhere with seller support.

I started selling approximately 3 months ago and one product was from the brand Vaseline. In hindsight, I realise I had listed my products not on the parent "Vaseline" ASIN, but on a generic third party ASIN for the same product.

Within a day of listing, I received an IP complaint claiming my goods were counterfeit, from the alleged rights owner - "Sean". Sean doesn't have a surname, a position or any other contact details other than a gmail address, and he has the audacity to complain about authenticity.

My goods are authentic and purchased from a UK based PLC with over £1bn in turnover every year. I have invoices to prove this.

This is where the problems started. The stock was moved to FC processing and held temporarily whilst I can resolve the claim. I have offered to take the stock back and even sell on another platform as a resolution, but SS are advising the only way stock can be released is if the rights "owner" retracts the IP claim.

I've emailed Sean multiple times, who has clearly no intention of responding to me, so we're no further forward. Seller Support keep following their script without using any common sense to work through a solution. I have been speaking to SS for nearly 8 weeks now but they just keep regurgitating the same responses.

My question(s):

1. Does anyone see a way forward? I've contacted the appeals team but they just say my invoices aren't a retraction from the rights owner, so they can't do anything and the stock just stays in limbo.

2. What is to stop sellers claiming to be the rights owner on basically any ASIN? Its evident (to everyone but SS I suppose) that someone with a gmail address isn't going to be the rights owner of Vaseline, but all the onus seems to be on the accused with no recourse? If this is the case, its incredibly poor on Amazon's side as I could lay claim to 50 ASINs tomorrow.

Just looking to try and get my stock back and then re-list on the correct ASIN, Sean can have his own side one for all I care now.

Thanks for any advice.

Hello, we have received a violation about a product we were selling on a listing, and lost 8 points, taking our AHR score to 192. Now we talked to the brand owner and he decided to remove the violation.

My question is now that when the violation is removed, will we get our points back?

Also how long does Amazon Brand Registry take to remove these kind of violations once the owner sets it in motion?

Hi,spoke to Amazon and got this reply it affects OVERSEAS postage

I did not choose a tracked service ...........

I understand you are reaching out to us about the international orders still impacting the Valid Tracking Rate.

After checking the details, I was able to gather that, as a UK seller, you received orders in your Amazon.co.uk account, but they were outside of the UK. I see that you shipped the orders and chose the carrier as Royal Mail, which is integrated with Amazon but has not provided a tracking number.

But as per our policy, if you’re a UK-based seller delivering to customers in the EU, you’re exempt from providing tracking information unless you use a tracked delivery method. When you select your carrier and delivery method, you’ll be prompted to provide the tracking ID if the delivery method is tracked.

Since you choose a trackable delivery method, the carrier is Royal Mail, and you are prompted to provide trackable numbers. As of now, you do not have to take any action on the account.

Hello,

I find it extremely concerning that if as a seller, I'm not meeting the target rate of below 5% for uploading an invoice within 24 hours of a customer payment, I am at risk of deactivation.

If this is such a sensitive metric that can lead to de-activation of an account, why isn't there a notification alert from Amazon requesting sellers to upload the invoice within 24 hours of the payment being made with the order I.D for said invoice each time? We get an email alert to respond to buyers messages within 24 hours of the buyer message for instance.

As sellers, we have a host of duties to perform. Do they expect us to check the orders page every few hours to ensure this mundane task is promptly met within a very narrow timeframe each time? This is extremely unreasonable in my humble opinion. I would like to adhere to this, however, life gets in the way, and without notification prompts, this is very difficult to adhere to ALL OF THE TIME.

Is there a way to receive an alert from Amazon each time an order is placed requiring an invoice to be uploaded?

I have auto invoices set up for all the countries where I have VAT registration, but occasionally, you get orders from other EU countries that do not have VAT registration, thus making this task difficult to adhere to without fail.

32 units in Shipment ID: FBA15HLKCN87 went missing. I have opened a case ID: 9890535482 with purchase invoice and DPD delivery confirmation as seller support refused to investigate as the shipment was marked as "Investigation Completed – shipment contents counted and confirmed".

Please help.

@Seller_hnDMgUKxMh1V4 @Seller_Huz6FT08OxHAR @Seller_DNQGSsdC7DccM @Seller_z3k8APxGfbQEK @Seller_mIRnuhdx7l5sN @Seller_TSXM2A5nxWSuH

Do I now have to send all overseas postings TRACKED as my VTR has plummeted overnight

Hi Sakura!

We've received a response from Amazon CC to say that as a trackable RM service was selected we needed to input a number. A trackable service wasn't selected and we do as we always do and added "RM" > "stamps/franking". This has always been for internationals. Stamps/franking is not a trackable service so they are incorrect with this reasoning.

This issue has arisen since last weeks problem was solved for us where RM Tracked 24's and 48's were classed as invalid. They've solved one problem but created another.

case id: 9889051192

many thanks!

@Seller_gAhPNiLrkfTcr

@Charlie and @Seller_EwHegXNU7JHwf Thank you for your case IDs.

@Seller_zQYEhPptUDHAN, thank you for sharing the response here. Please keep us updated as I see that you followed up n this case.

Thank you for your collaboration !

Sakura

The goods that have been sent to FBA, the listing has been deleted, and I can't get it back by uploading the product. What should I do?

Before June, I added a product via Add Product via upload and shipped it to FBA.

On June 1, I used the same template to update this SKU, and error 8541 occurred. If I deleted the SKU,

and re-uploaded it two days later, error 8541 still occurred.

I asked the seller support, she told me to use the large category template Sport to upload, but error 8541 still occurred, and the seller support told me to wait for the AMAZON team to solve it.

...

A week later, the seller support emailed back and said that there was no error, and I used the previous Sport Goods template to upload, but error 8541 still occurred. Then I waited for the seller support team to solve it again.

...

Another week later, the seller support team said to use the large category template AutoAccessory to upload, but error 8541 still occurred.

. . .

Detailed error description ：

Die für die SKU bereitgestellten Angaben stimmen nicht mit den Angaben im Amazon-Katalog überein. Der/die item_id Wert/e stimmt/en mit der ASIN überein B0XXXXX, aber einige Informationen stehen im Widerspruch zu den Angaben im Amazon-Katalog: product_type (Verkäufer: 'CARGO_STRAP' / Amazon: 'BICYCLE'). Wenn dies die korrekte ASIN für Ihr Produkt ist, ändern Sie bitte die Informationen, so dass sie den im Amazon-Katalog vorliegenden Werten entsprechen. Andernfalls prüfen Sie bitte, ob Ihre Wert/e für item_id korrekt ist/sind.

I'm getting nowhere with Seller Support (Live Chat & Phone), made a ticket asking for escalation, E-Mailed CEO's office and got a pretty rude reply, I'm at a total loss as to what to do. I have lost the buy box for ALL of my key products and best sellers, I am the brand owner, I am the only offer.

I am stunned at how little support there is from Amazon, I knew it was bad but I had no idea it was THIS BAD. Absolutely no transparency what-so-ever, nothing on performance notifications, account health is perfect, no violations, I am enrolled on the new Account Health Assurance scheme (which gave me peace of mind for all of 3 days).

With the CEO's office giving me the cold shoulder, seller support sending me links to 'Seller University', spending in excess of 10 hours trying almost everything on my account blindly, I'm at a complete loss sitting here with next to no sales. So my last resort is this... a mega thread... I'm hoping with enough people complaining about the issue, Amazon MAY acknowledge this problem as a bug/glitch before I have to file for bankruptcy (no exaggeration) and when they do, I also expect no apology or compensation.