How to escalate and escalated ticket with Amazon legal team
I am a registered brand owner of a refrigerated food product. This product requires refrigerated storage. Several 3rd party sellers have been selling my product on Amazon through FBA, which means the product is being stored at the Amazon warehouse without refrigeration. I have been filing and following up on tickets for more than 3 months, and my escalated ticket is in limbo. In the meantime, customers are complaining about receiving the product warm and swollen due to lack of proper storage, which is affecting reviews and reputation. Support just sends me an email every other day that says the issue has been escalated and is with the appropriate team, but they do not provide me with any way to contact this team directly or any update as to the status. I am guessing at this point I may need to send a communication to their legal dept. Can anyone provide insight on who to contact or where to send correspondence to?
How to escalate and escalated ticket with Amazon legal team
I am a registered brand owner of a refrigerated food product. This product requires refrigerated storage. Several 3rd party sellers have been selling my product on Amazon through FBA, which means the product is being stored at the Amazon warehouse without refrigeration. I have been filing and following up on tickets for more than 3 months, and my escalated ticket is in limbo. In the meantime, customers are complaining about receiving the product warm and swollen due to lack of proper storage, which is affecting reviews and reputation. Support just sends me an email every other day that says the issue has been escalated and is with the appropriate team, but they do not provide me with any way to contact this team directly or any update as to the status. I am guessing at this point I may need to send a communication to their legal dept. Can anyone provide insight on who to contact or where to send correspondence to?
8 replies
Seller_TWo4Qrx2gFY0j
You have no chance of getting anywhere with this. Amazon expects you to control your distribution. If you don't want 3rd Party sellers ruining your brand, then you need to prevent them from acquiring your product - something Amazon wants no part of.
Seller_4K7eqIN4GuF2E
No one on this (or any other forum) can help you.
Have your attorney send a letter to Amazon Legal at Corporate demanding action.
Or file for arbitration.
Seller_5JcLLooRwnEJW
Not sure if this will still work:
Amazon Legal Department
2021 7th Ave.
Seattle, WA 98121
Attn: General Counsel
for detailed contact info have your lawyer google DavidA.Zapolsky
Seller_6RYzqXzgKKYe1
I do know one thing. Amazon does not like counterfeit products. You have a counterfeit claim. They are selling your product without your authorization and you have no idea how they obtained the product. If you own the brand and have not authorized these sellers to sell the product they are potentially counterfeiting your product and selling. There is a way to send an email to some email address. i don't know what it is but I do know that there is one. Figure out that email address and send them an email and amazon will restrict those sellers from selling your product on amazon.
Seller_LyYw7fQRKc5G7
Okay.
Order the product. When it arrives take pictures and report the spoilage to Amazon. Ask for a return.
Rinse and repeat.
Amazon's own system will eventually deal with this this way. They will be required to leave FBA with this product or be taken off the ASIN eventually.
Seller_TvaTXH61RRGLO
As the title says, Amazon's "legal" team can be contacted by another "legal" team, a lawyer. However, I am pretty sure you are going nowhere this way unless it is a health hazard and they need to be stopped immediately. Amazon offers various programs such as Brand Registry, Transparency etc that will enable you to stop unauthorized sellers from selling your product. YOu will be pointed that way
