Got hit with a false counterfeit claim, Amazon has taken away the ability to provide explanations
So we'd get a few of these each year - basically a Chinese seller takes over a national brand listing and somehow gets Amazon to change it to their brand instead of the national name brand. For example a Dell computer listing gets taken over and instead of the brand Dell, it's now brand XPGSTA. It's on a Dell UPC and obviously the seller does this to try and kick everyone off of a listing.
In the past, we've had 100% success with our appeals - we would explain the situation (have it in a form letter now), explain the "contact" info they supplied for retraction is false, and Amazon would always get back to us apologizing, stating they err on the side of caution, reinstate the listing and remove the account health hit.
So yesterday we get the situation again, and it's been a little while since it's happened. We go and appeal, and now there is no ability at all to provide an explanation. We've probably had 100+ of these over the years and all we are able to get retracted. In fact, Amazon goes the extra mile and says that you CAN'T provide an explanation, and must only provide invoices. Well the problem with that is obviously we have the invoices, but they aren't brand XPGSTA, so the appeals get denied. So they've removed the ability to report false claims and brand hijacking, and we have no way to remove it from our account health or reinstate the product.
Does anyone have a way around this - a way to actually provide the explanation to Amazon? Otherwise the Chinese scammers seem to have won another battle. Without the ability to explain and defend the listing, there's zero way to win an appeal.
Got hit with a false counterfeit claim, Amazon has taken away the ability to provide explanations
So we'd get a few of these each year - basically a Chinese seller takes over a national brand listing and somehow gets Amazon to change it to their brand instead of the national name brand. For example a Dell computer listing gets taken over and instead of the brand Dell, it's now brand XPGSTA. It's on a Dell UPC and obviously the seller does this to try and kick everyone off of a listing.
In the past, we've had 100% success with our appeals - we would explain the situation (have it in a form letter now), explain the "contact" info they supplied for retraction is false, and Amazon would always get back to us apologizing, stating they err on the side of caution, reinstate the listing and remove the account health hit.
So yesterday we get the situation again, and it's been a little while since it's happened. We go and appeal, and now there is no ability at all to provide an explanation. We've probably had 100+ of these over the years and all we are able to get retracted. In fact, Amazon goes the extra mile and says that you CAN'T provide an explanation, and must only provide invoices. Well the problem with that is obviously we have the invoices, but they aren't brand XPGSTA, so the appeals get denied. So they've removed the ability to report false claims and brand hijacking, and we have no way to remove it from our account health or reinstate the product.
Does anyone have a way around this - a way to actually provide the explanation to Amazon? Otherwise the Chinese scammers seem to have won another battle. Without the ability to explain and defend the listing, there's zero way to win an appeal.
0 replies
Seller_LImVvUWeyiCfQ
Well that is just utterly ridiculous! I suppose your only hope at this point is to get a Community Manager involved, so if you have a Seller Support Case ID, post it here. Open a case if you don't, even though I'm 100% positive SS won't be able to do a darned thing to help, but the CMs can't do anything without a case ID. Tag a few CMs to get someone's attention.
It sure seems to be what Amazon wants. I will never be able to comprehend why they refuse to plug the hole in the back door allowing these hijackings to occur. (I mean beyond the obvious money talks reason).
Atlas_Amazon
Hello @Seller_zc50DVO3FE5fz
Thank you for the information provided regarding the counterfeit claim that you received recently. I understand that the violation is false due to the changes made to the listing by this other rights owner. You mention having submitted an appeal, could you clarify what specific details were provided in the explanation? We would recommend compiling the evidence of the situation that has occurred including the details relating the product to the specific UPC and submitting that for review with our team. They should be able to review and take the appropriate action from there.
Have you seen any new updates with the issue or could you provide a copy of the notification that you received in relation to the rejection of the appeal you submitted? Any other details or updates should be provided to this thread so we may continue to provide support on this concern.
Best,
Atlas
