Brand being changed on our listings DAILY! How is this possible?
We are the manufacturer for an item, but do not have brand registry yet. We own the UPCs.
As the title says, we have multiple out of stock items with the brand being changed regularly. We started tracking it with a 3rd party piece of software. Some items the brand goes back and forth between different brand owners almost every other day.
The items are out of stock as they are being manufactured again and production is delayed.
This was previously resolved with the "report abuse" tool. But now they are saying there is no issue with the listings. How is this even possible?
It's like whack a mole. I feel like our entire list of products WE own and manufacture is going to be taken over. This is unreal.
Brand being changed on our listings DAILY! How is this possible?
We are the manufacturer for an item, but do not have brand registry yet. We own the UPCs.
As the title says, we have multiple out of stock items with the brand being changed regularly. We started tracking it with a 3rd party piece of software. Some items the brand goes back and forth between different brand owners almost every other day.
The items are out of stock as they are being manufactured again and production is delayed.
This was previously resolved with the "report abuse" tool. But now they are saying there is no issue with the listings. How is this even possible?
It's like whack a mole. I feel like our entire list of products WE own and manufacture is going to be taken over. This is unreal.
0 Antworten
Dougal_Amazon
Hello @Seller_Yzl5tfmGY4rnT
My name is Dougal from the Community Manager Team and I would be happy to look into this for you. Have you opened a case with Seller Support yet? I have been unable to locate a case ID for you so that I can pull out the relevant details and see what is going on.
I look forward to assisting where I can once a case ID with all the relevant info has been provided.
Best, Dougal
Seller_Yzl5tfmGY4rnT
There have been all of 6 views on this topic. Seller support refuses to help, saying "the brand owner controls the listing."
They lie saying that all I have to do is recreate it and it will solve the problems. All the reviews will stay in tact.
Support refuses to escalate to a supervisor. We're totally stuck... again.
How is it possible that a business can operate like Amazon does?
All I can do is tag Amazon Community Managers...
@Danny_Amazon @Blake_Amazon@Sandy_Amazon@Steve_Amazon@Jim_Amazon
Seller_Yzl5tfmGY4rnT
What's crazy is that our Amazon.ca listing still shows the correct data.
Seller_s7F7fMBDtix0d
There is an "executive customer service" available. They don't like to be contacted about mundane problems, but I think yours would fit the bill. You can contact them at Jeff @ Amazon . com (no spaces). Make your email short, sweet, but be specific (include examples, case #'s, etc.)
Seller_6fkdd0PqOCH4B
But if you don't have brand registry, how can you make a branded listing? You're actually talking about generic listings becoming branded here or?
The whole idea is that you should be registered. I know that might be easier said than done depending on your circumstances, but DO try to get the registry up ASAP.
And yes, even then you're likely to have to create new listings with zero ratings.
Seller_ts6E81aedv9I5
The one time it happened to me was when the inventory was "out of stock." Have not been able to get it resolved.
Seller_eDe1qcDR5Rrpr
I don't understand, what are you referring by -
Do you mean that since the items are out of stock, the listings change its branding?
Seller_z1JDNz6de1lqc
Amazon response you will need to contact brand owner....
Seller_iobipI6xASRkh
Suggest putting becoming Brand Registered on the top of the to-do list because it gives you control over your brand and UPCs (at least from flipping brands), as well as who can sell your products.
Seller_Yzl5tfmGY4rnT
This got NO views for a week, but now it is. I'm following up on what happened so others can see.
1. Forum Community Managers have not and cannot help here. Even if they do see and want to, they might be able to move things along a little faster, but they do not have the ability to get this in front of the right department.
2. Front line support start are trained to only respond with: you are not the currently listed brand on the product so we can't help you. Expect this.
3. You need to be persistent. It took 38 (yes, 38) emails back and forth with support. "Escalate please" is ignored. Be persistent. The algorithm needs to see that you will not go away so you get escalated automatically. I believe this is on message volume, not just days it takes to get closed.
4. Once it got to the right team, they clearly saw that this was an issue and almost immediately resolved it.
5. We had this issue previously and the "report abuse" on the account page was a helpful start. They got us part of the way there. The brand SAID ours on the listing, but the actual catalog data had us locked out. It took a second team to change that. Imagine trying to explain, "yes I know what it says, but we don't have access." to front line Amazon support.
Moral of the story: you need to play the game to get past the gatekeepers. They don't want you getting past because that looks bad for their metrics. They will lie to get you to go away. I repeat, don't believe what they say. "Sir, the ONLY way we can do anything is for you to delete the listing. Don't worry, your hundreds of reviews will still be there." Don't buy it.
