Unauthorized use of GS1 Registered EANs
We have identified the unauthorized use of over 50 EANs registered to our brand. The EANs are GS1 registered as motorcycle products (boots, shoes, and pants), but have been used by another Seller to list their own items (Magnetic Screen Doors). We are the Registered Brand Owner in Brand Registry, but are unable to upload our legitimate products due to these EANs already being in use. We also cannot modify the ASINs detail pages because they were set up under another Brand Name.
We have opened several Support, Abuse and Brand Registry cases. We have asked to have the EANs removed from the ASINs, to change the Brand name (which would allow us to edit the listings), and/or that the unauthorized ASINs be suppressed.
Amazon's policy on valid UPCs states:
Amazon verifies the authenticity of product UPCs by checking the GS1 database. UPCs that do not match the information provided by GS1 will be considered invalid. It is crucial to obtain UPCs directly from GS1, rather than from third parties selling UPC licenses, to ensure the appropriate information is reflected in the GS1 database. All invalid product UPC listings will be removed and may result in temporary or permanent removal of your ASIN creation or selling privileges. For more information on licensing UPCs from GS1, please see the GS1 standard website.
Despite providing trademark and GS1 information for the EANs, showing our Brand Registry status, and highlighting Amazon's policy on invalid UPCs(EANs), Amazon has been unable to resolve this issue. What are our next steps?
Unauthorized use of GS1 Registered EANs
We have identified the unauthorized use of over 50 EANs registered to our brand. The EANs are GS1 registered as motorcycle products (boots, shoes, and pants), but have been used by another Seller to list their own items (Magnetic Screen Doors). We are the Registered Brand Owner in Brand Registry, but are unable to upload our legitimate products due to these EANs already being in use. We also cannot modify the ASINs detail pages because they were set up under another Brand Name.
We have opened several Support, Abuse and Brand Registry cases. We have asked to have the EANs removed from the ASINs, to change the Brand name (which would allow us to edit the listings), and/or that the unauthorized ASINs be suppressed.
Amazon's policy on valid UPCs states:
Amazon verifies the authenticity of product UPCs by checking the GS1 database. UPCs that do not match the information provided by GS1 will be considered invalid. It is crucial to obtain UPCs directly from GS1, rather than from third parties selling UPC licenses, to ensure the appropriate information is reflected in the GS1 database. All invalid product UPC listings will be removed and may result in temporary or permanent removal of your ASIN creation or selling privileges. For more information on licensing UPCs from GS1, please see the GS1 standard website.
Despite providing trademark and GS1 information for the EANs, showing our Brand Registry status, and highlighting Amazon's policy on invalid UPCs(EANs), Amazon has been unable to resolve this issue. What are our next steps?
24 replies
Seller_f4a7xAPCCSMqD
It has been a while since I have run into this issue, so I don't know if this is still how they are handling it. But in the past, you would open a case stating that someone had incorrectly used an UPC/EAN that belonged to you, ask for them to cleave it from the existing ASIN, and attach your GS1 certificate as proof of ownership.
Seller_fFIouB5OAi1YM
Had this problem and probably still do. I own 100 UPCs and several have been hijacked. I only have a few listings on Amazon so I just gave up with some but others I needed to list so I had to work this out. I tried with little success to prove my ownership and get Amazon to clear out the bad data but ended up hiring a consulting firm to go thru the machinations with Amazon which, as the other poster suggests, is to "cleave" the affected ASIN which allows you to change the descriptions incorrectly associated with it. Maybe it's better now and Amazon helps more, I can't say because it's been over a year since I dealt with this but I do recall that it's a problem that infuriated me - both that Amazon let it happen to begin with and was also so unhelpful in sorting it out. I remember pulling my hair out over this and cursing Amazon' because they make you jump thru hoops over and over again to solve this problem... and the crap part is, you have to do it for EVERY corrupted ASIN. My suggestion is to get a consulting firm, I have one that charges by the hour, is very reasonable and gets the job done. 5StarCommerce is their name, google them - very good at this kinda thing. Cost me a couple hundred bucks but they sorted it out.
Seller_1oT4ZOwrSByEE
We had several of our upcs be used in france for china type products and they did nothing about it. Best advice is to go down the list and update your parts, it will be easier.
Seller_TFtK05AWCtKWm
I have the same problem, and as expected Amazon don't want to help in any way.
Brand registry tell me to report to seller support, seller support tell me to report to brand registry. This has been going on for weeks and no closer to any resolution.
Seller_jDBIXSKlN1wEw
The CAUSE of this issue is there are 10,000's of black hat sellers who have their buddies in China / India / Philippines working inside Amazon opening portals and allowing them to do this. Internal Server Amazon employees can do anything, and all this high level server hijacking work is being done OFF SHORE. I really doubt Amazon has any USA employees left at any level really watching this and paying attention or reversing this nightmare. We are practically OFF the site after having spent years building 3000+ catalog pages only to have 100% of them hacked by the Chinese. We lost 95% of our business to Black Hat, and we aren't rebuilding it, because Amazon doesn't even know what to do. They cannot and will not fix it, oblivious and ignorant to reality on their platform.
These folks are very easy to bribe, are some of the highest up the ladder, and override any / all other reps at the company. They have Root Level server access, and simply delete / block all lower tier CS changes to protect their buddies. Next Rep comes along and all he sees is a blank slate or notes favoring the bad guy.
THIS IS THE TRUTH, so proceed with that in mind. We didn't.
Cooper_Amazon
Good Afternoon @Seller_onGA7EM29gyZH,
Happy to start investigating this situation for you. Could you by chance share the most recent CASE IDs you filed with Support, Abuse and Brand Registry so we can begin taking a look?
Looking forward to hearing back from you soon. Until then, have a great weekend.
Sincerely, Cooper_Amazon
Seller_CW0P5hgbsiqWX
Did you go about it the right way? Seller support will not be of any help, but Amazon's legal office in Settle can sort things out very quickly. Simply send your GS1 Documentation to that office by certified mail in a well rafted letter explaining the situation. It should take about two weeks to have the bogus user removed.
Cooper_Amazon
Good Evening @Seller_onGA7EM29gyZH,
Thank you for providing CASE IDs ID 16528387841 & ID 16495526431.
CASE ID 16495526431 (associated to ASIN ending in 6431) has been escalated to ensure the images of Magnetic Screen Doors are removed.
CASE ID 16528387841 (associated to ASIN ending in G7JL) need to be re-escalated to Selling Partner Support by you, however, we need you to share with support that you own the EAN associated to ASIN ending in G7JL and it's registered to your brand. You should attach documentation and screenshots of the GS1 page to your escalation so they can take a look that ASIN ending in G7JL should not be associated to Magnetic Screen Doors.
I will let you know when I hear back from the partner team regarding ASIN ending in 6431. If you would like to share with me your new CASE ID for ASIN ending in G7JL once you reach out to Selling Partner Support, I would be happy to follow it along to its closure.
Looking forward to checking in with you soon.
Sincerely, Cooper_Amazon
