Cannot respond to Brand Registry Support -- Case links lead to Error message
Hi - I got Brand Registry congrats email on April 24, 2024, however, my Brand Registry tools haven't turned on yet.
I've taken the following path:
- Created Brand Registry case --> Brand Registry support asked me to reply to the case with more info, however, when I click on the case link, it takes me to an error message even though I am signed into my Brand Registry account
- Since I couldn't respond to Brand Registry Support, I turned to Seller Support, who couldn't see the case either on their end, so they escalated it to Brand Registry Support -- who then just sent me back to Seller Support (asked me to create a case within my Seller Central account)
- I then called Seller Support about this... who then stated they wrote my concerns (BR tools not turned on + cases cannot be responded to since I see an error message when using case link from BR).... but then I get the usual templated response from Brand Registry support asking me to respond using the case link provided --- which then gives me the same error message.
I'm getting turned in circles but have yet to receive answer to my question.
How can I talk to a representative/supervisor on the Brand Registry Support team?
Here is the error message I get when trying to click on a BR case link:
"Error
This is not a valid case for A1BUH9H0SSXB6. Please click here to see your list of active cases."
Latest cases from newest in descending order:
CASE 15197794271
Case ID:15179893271
CASE 15188792931
Cannot respond to Brand Registry Support -- Case links lead to Error message
Hi - I got Brand Registry congrats email on April 24, 2024, however, my Brand Registry tools haven't turned on yet.
I've taken the following path:
- Created Brand Registry case --> Brand Registry support asked me to reply to the case with more info, however, when I click on the case link, it takes me to an error message even though I am signed into my Brand Registry account
- Since I couldn't respond to Brand Registry Support, I turned to Seller Support, who couldn't see the case either on their end, so they escalated it to Brand Registry Support -- who then just sent me back to Seller Support (asked me to create a case within my Seller Central account)
- I then called Seller Support about this... who then stated they wrote my concerns (BR tools not turned on + cases cannot be responded to since I see an error message when using case link from BR).... but then I get the usual templated response from Brand Registry support asking me to respond using the case link provided --- which then gives me the same error message.
I'm getting turned in circles but have yet to receive answer to my question.
How can I talk to a representative/supervisor on the Brand Registry Support team?
Here is the error message I get when trying to click on a BR case link:
"Error
This is not a valid case for A1BUH9H0SSXB6. Please click here to see your list of active cases."
Latest cases from newest in descending order:
CASE 15197794271
Case ID:15179893271
CASE 15188792931
3 replies
Dougal_Amazon
Hello @Seller_7RCYqcqHWYES9,
Dougal from the Community Manager Team here and I am happy to look into your brand benefits access and thank you for providing the case ID's.
From what I have researched, this issue appears to be solved. You have access to the protect and monitor menus in Brand Registry and the suite of Brand tools in Seller Central under the Brand menu.
If it helps, the merchant token you shared in your post is not your merchant token. You can find your merchant token in Seller Central by clicking the cog wheel in the top right and selecting "Business Information," from the left panel and then click on "Your Merchant Token."
Hope this helped and please let me know if this has not been solved on your end or if you have any other questions.
Best, Dougal
