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
Sandy_Amazon
Hi @Seller_D2Ngn0hHgGVKn
Thank you for reaching out to me.
I looked into your case ID and can confirm that you are experiencing similar issues as the OP (original poster)
I'm going to put a request in to the Brand team today to correct the brand sync to your other brand. (name starting with E)
As I mentioned to the OP, this manual sync could take a minimum of 10 days from when the brand team corrects it. Thank you for your patience!
Sandy
Sandy_Amazon
Hello @Seller_D2Ngn0hHgGVKn
The brand team has processed the manual sync to your other brand (starting with E)
As I mentioned this process takes a minimum of 10 days if it goes smoothly without encountering errors. Please notify me if things do not change after 10 days. Thank you.
Best,
Sandy
Seller_D2Ngn0hHgGVKn
Thank you Sandy for your help I saw that! I have a few other ASINS with the same issue, so i'm keeping the case open and hopefully I can get this all resolved
Sandy_Amazon
Hi @Seller_D2Ngn0hHgGVKn
Thank you for your reply.
I send in a request for that 1 ASIN which you mentioned in the initial support request.
I do see however you mentioned a few others in that case ID. This is pending Amazon Action, but if you are unable to resolve with seller support please do let me know.
Just to clarify, how many ASINs in total are you experiencing this issue?
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_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!
