Brand Name Changed- Brand Registry Won't Restore
I am a brand owner and Sometime last week our Brand Name changed on two of our top sellers. It changed to my company name, so it was not hijacked- but still the incorrect Brand- which is key for sales. Totally miffed as to how it happened or who could have done it. Myself and my sellers have tried to ask for it to be changed back, but we keep getting varying answers, many that don't apply, and they won't change it back. I have tried to call and Seller Central says they would have Brand Registry call me (which I requested) but nobody calls. No matter what we say to clarify and explain we are getting the same canned answers. This Brand name is critical for these products continued success, which have thousands of reviews and years of solid sales. Who can help me- at my wit's end that no one is listening. @Jim_Amazon@Sandy_Amazon Case ID13037614431
Brand Name Changed- Brand Registry Won't Restore
I am a brand owner and Sometime last week our Brand Name changed on two of our top sellers. It changed to my company name, so it was not hijacked- but still the incorrect Brand- which is key for sales. Totally miffed as to how it happened or who could have done it. Myself and my sellers have tried to ask for it to be changed back, but we keep getting varying answers, many that don't apply, and they won't change it back. I have tried to call and Seller Central says they would have Brand Registry call me (which I requested) but nobody calls. No matter what we say to clarify and explain we are getting the same canned answers. This Brand name is critical for these products continued success, which have thousands of reviews and years of solid sales. Who can help me- at my wit's end that no one is listening. @Jim_Amazon@Sandy_Amazon Case ID13037614431
24 Antworten
Sandy_Amazon
Hello @Seller_eVf0N3YL4yClO
My name is Sandy from the Community manager team. Thank you for reaching out to me on this post.
I took a look at the ASIN mentioned in case ID 13037614431 and noticed that the Brand Name has reverted back.
Would you let me know if you are still experiencing this issue? Thank you.
Best,
Sandy
Seller_D2Ngn0hHgGVKn
So I have 3 more ASINS that need to be fixed
Sandy_Amazon
Hello @Seller_D2Ngn0hHgGVKn
I checked the case ID: 13095192461 and confirmed that support has followed the correct steps to manually sync to the right brand name.
Please note that this could take a few dats for the brand name to sync. If you have other questions, please let me know.
Best,
Sandy
Seller_D2Ngn0hHgGVKn
thank you! i will continue to monitor until the brand name is updated.
Sandy_Amazon
Thank you @Seller_D2Ngn0hHgGVKn
If you notice anything different please let me know.
Sandy
Seller_D2Ngn0hHgGVKn
Hi Sandy,
Unfortunately the original ASIN that they updated for me reverted back to the original brand name. Not sure how that happened, I'm trying to explain to seller support they have to redo whatever they did last time to fix it, but I think I have a new support agent so they don't know what they did last time to fix it. They are telling me that i'm supposed to update it on my end, but I can't because I get an error message saying it doesn't match what they have in the system. Basically they have to make it match in the system for me. The good news is that they fixed 2 out of the 4 ASINS that I needed fixed, but I still have 2 left that needs to be fixed
Seller_D2Ngn0hHgGVKn
and it also looks whoever is handling my case now doesn't understand what the correct solution is, are you able to escalate my case to the agent who fixed it before?
Sandy_Amazon
Hi @Seller_D2Ngn0hHgGVKn
Thank you for letting me know.
I checked the 2 ASINs mentioned by you in Case ID: 13095192461. I checked the system back end and was connected to the correct brand.
I also noticed that the brand name on the detail page is correct as well. Could you please check again as they syncs to fully process takes 10 business days. This is perhaps the reason you were seeing changes.
If you don't see the correct information on your ASINs, including a screenshot could help in the case.
Best,
Sandy
Seller_D2Ngn0hHgGVKn
Hello Sandy,
unfortunately it is still not fixed. In fact I had another ASIN revert back to the incorrect brand. I had to create a new case 13310204531 since the old case could not be reopened after 5 business days. Is there anyone you can escalate it to that knows how to fix this issue?
Sandy_Amazon
Hello @Seller_D2Ngn0hHgGVKn
Thank you for your reply.
I checked the new case ID and notices that you mentioned 3 ASINs.
2 of them displays the correct information now.
The ASIN ending in MC I see is still pending and the team is on the right track to resolve these. It may have been that it's taken more than 5 business days to display. From my experience it has take minimum of 10 days for the ASINs to reflect the right brand name.
Please wait for the support staff to respond back to you. Thank you.
Best,
Sandy
Seller_QenZmaVqIQTmU
My name is Gaby from the China. Recently, I meet the same situation like poster. Some one changed my TITLE and BRAND NAME from Antrella to HUIPYOU.
Please help me, I almost tried everthing I can these days, but my brand is also can not be changed.
My case ID is 59791019593.
Best
Gaby
Seller_QenZmaVqIQTmU
Sorry, I mean the spreadsheet ID is 59791019593.
and my case ID is: 9027392712
Seller_eb1ew6SxcZbL8
I am also having a similar issue. We have one brand but several asins have been hijacked by other brands. Here are the Case ids: 13871149161, 13871038451, 13871060831, 13871416361. It would be much appreciated if you could look into this! Thank you!
