Product Policy Compliance: Counterfeit without a Test Buy, other seller making false claim.
Greetings,
Need some assistance hopefully a Moderator will be able to help out.
Support Case: 16798420981
Health Complaint ID: 16696223731
I was not able to get anywhere with phone support, the agent was completely lost, has no idea what she was doing to resolve our issue.
Here is basic of the issue:
A seller that sells same items as we do changed a listing to have their brand X name show on the listing item for a different brand Y that we dozens of sellers sell here on Amazon. They opened a Product Policy Compliance complaint against us, "Counterfeit without a Test Buy" I disputed this claim direct to Amazon as appeal, with no resolution, so we did a TEST BUY of that companies exact item that they claimed as their own brand, item was received and we immediately started taking pictures of the item as we unpacked the item, low and behold the item in the package is our vendors brand Y item that we sell daily. They claim is was their brand X, I have already alerted the brand owner that someone is misrepresenting ownership of their brand Y items and trying to sell them as their Brand X items.
To me under Amazon policy that is Bait and Switch by that seller, as they are advertising brand X, but shipping Brand Y to the customers. I would consider that a very serious violation of Amazon policy.
We did a 2nd appeal to health, included images of the test buy we did from that seller and copy of the invoice from their Amazon store that test buy was done on. The support staff was of no help, she had no idea what we were trying to explain that the seller made a false claim and since they had never done a test buy there was no proof or Merit to make a claim when the item that they sell is not their Brand X that they are claiming
I am hoping that a moderator will be able to lend a hand in getting this resolved and removing the health defect from our account.
@Cade_Amazon
@Charly_Amazon
@Cooper_Amazon
@CR_Amazon
@Danika_Amazon
@Danny_Amazon
@Dominic_Amazon
@Dougal_Amazon
@Emet_Amazon
@Micah_Amazon
@Michelle_Amazon
@Quincy_Amazon
@Roberto_Amazon
@SEAmod
@Steve_Amazon
@Tatiana_Amazon
@Troy_Amazon
@Topher_Amazon
@Veronica_Amazon
Product Policy Compliance: Counterfeit without a Test Buy, other seller making false claim.
Greetings,
Need some assistance hopefully a Moderator will be able to help out.
Support Case: 16798420981
Health Complaint ID: 16696223731
I was not able to get anywhere with phone support, the agent was completely lost, has no idea what she was doing to resolve our issue.
Here is basic of the issue:
A seller that sells same items as we do changed a listing to have their brand X name show on the listing item for a different brand Y that we dozens of sellers sell here on Amazon. They opened a Product Policy Compliance complaint against us, "Counterfeit without a Test Buy" I disputed this claim direct to Amazon as appeal, with no resolution, so we did a TEST BUY of that companies exact item that they claimed as their own brand, item was received and we immediately started taking pictures of the item as we unpacked the item, low and behold the item in the package is our vendors brand Y item that we sell daily. They claim is was their brand X, I have already alerted the brand owner that someone is misrepresenting ownership of their brand Y items and trying to sell them as their Brand X items.
To me under Amazon policy that is Bait and Switch by that seller, as they are advertising brand X, but shipping Brand Y to the customers. I would consider that a very serious violation of Amazon policy.
We did a 2nd appeal to health, included images of the test buy we did from that seller and copy of the invoice from their Amazon store that test buy was done on. The support staff was of no help, she had no idea what we were trying to explain that the seller made a false claim and since they had never done a test buy there was no proof or Merit to make a claim when the item that they sell is not their Brand X that they are claiming
I am hoping that a moderator will be able to lend a hand in getting this resolved and removing the health defect from our account.
@Cade_Amazon
@Charly_Amazon
@Cooper_Amazon
@CR_Amazon
@Danika_Amazon
@Danny_Amazon
@Dominic_Amazon
@Dougal_Amazon
@Emet_Amazon
@Micah_Amazon
@Michelle_Amazon
@Quincy_Amazon
@Roberto_Amazon
@SEAmod
@Steve_Amazon
@Tatiana_Amazon
@Troy_Amazon
@Topher_Amazon
@Veronica_Amazon
3 replies
Levi_Dylan_Amazon
Hello @Seller_WVzHFA6EjPZX3,
Thank you for reaching out here on the forums.
I see that you are attempting to resolve a potentially counterfeit complaint and you have concerns with the legitimacy of the rights owner and their products. I do understand that the lack of support and clarity in this situation is causing you frustration so I am here to take a look and provide assistance.
I was able to work with our partner teams about this compliant and reviewed the ASIN details. I can confirm that this ASIN has always had the same brand name from the date of creation and there are no changes to the brand name itself. I also checked the complaint information and I can confirm that this complaint was made by the rights owner of the brand in question. After checking those details, I confirmed that the rights owner does hold a valid registered trademark.
To address the violation you received, you must submit valid invoices for the ASIN, issued to you after purchasing the product or a letter of authorization issued to you from the rights owner. The other option is to have the rights owner issue a retraction of the complaint. Once you have made a submission please let me know so I can check on the status of the resolution.
Now for the inconsistency of the product you received in the test buy, can you share with me the order ID so I can check the details and see what avenue would be best to report the issue?
I know this is a lot of information. Once you have reviewed this, please respond here and provide the order ID so I can investigate further. I am looking forward to your response.
Wishing you the best,
LeviDylan
