Handling Listing Hijackers
I'm currently having a problem with listing hijackers on detail pages related to one of my brands. The brand is enrolled in Brand Registry and I've completed test buys for the items in question. As expected, the items aren't ours. They appear to be cheap Chinese copies. We've already gotten negative reviews from customers about them.
To me, this case seems fairly clear cut. These sellers are harming customers by listing low quality, unbranded items that don't match our listings. Unfortunately, I've had some difficulty so far getting them removed.
I started with cease and desist messages, but they went ignored.
I've tried signing into Brand Registry and using the 'Report a Violation' for intellectual property violation (trademark infringement). But I'm unable to submit with the relevant trademark. It says "Not Valid For Reporting Counterfeit." I'm not clear on why, but perhaps because the trademark is still pending? Or because its a design mark?
Instead, I tried using the 'Report abuse' tool within Seller Central, specifically the "Products received are different than the description on the detail page" option. Even leaving aside brand, that's true, so I figure this might also be a workable solution. I submitted a complaint, but didn't hear anything from Amazon one way or the other. And the listing hijackers are still active.
I tried sending an email to "seller-performance@amazon.com," but I got an automated reply that the email address no longer accepts incoming messages.
I tried filing a "product not as described" complaint through a different place in Seller Central that allowed me to provide more details (and include pictures). I hoped that might at least get me through to a human, but instead I got a brief message telling me to go through the Brand Registry tool I tried to use to begin with.
These listing hijackers have already been active on my listings for months now and have cost me quite a lot of money as well as done long term damage to my brand by disappointing my would be customers. Like I say, it feels like a clear cut case to me, but I haven't been able to even get through to a human as far as Amazon goes.
Is there something I'm missing? Any help would be much appreciated!
Handling Listing Hijackers
I'm currently having a problem with listing hijackers on detail pages related to one of my brands. The brand is enrolled in Brand Registry and I've completed test buys for the items in question. As expected, the items aren't ours. They appear to be cheap Chinese copies. We've already gotten negative reviews from customers about them.
To me, this case seems fairly clear cut. These sellers are harming customers by listing low quality, unbranded items that don't match our listings. Unfortunately, I've had some difficulty so far getting them removed.
I started with cease and desist messages, but they went ignored.
I've tried signing into Brand Registry and using the 'Report a Violation' for intellectual property violation (trademark infringement). But I'm unable to submit with the relevant trademark. It says "Not Valid For Reporting Counterfeit." I'm not clear on why, but perhaps because the trademark is still pending? Or because its a design mark?
Instead, I tried using the 'Report abuse' tool within Seller Central, specifically the "Products received are different than the description on the detail page" option. Even leaving aside brand, that's true, so I figure this might also be a workable solution. I submitted a complaint, but didn't hear anything from Amazon one way or the other. And the listing hijackers are still active.
I tried sending an email to "seller-performance@amazon.com," but I got an automated reply that the email address no longer accepts incoming messages.
I tried filing a "product not as described" complaint through a different place in Seller Central that allowed me to provide more details (and include pictures). I hoped that might at least get me through to a human, but instead I got a brief message telling me to go through the Brand Registry tool I tried to use to begin with.
These listing hijackers have already been active on my listings for months now and have cost me quite a lot of money as well as done long term damage to my brand by disappointing my would be customers. Like I say, it feels like a clear cut case to me, but I haven't been able to even get through to a human as far as Amazon goes.
Is there something I'm missing? Any help would be much appreciated!
0 replies
Seller_jXFdYBgWYVWp3
Brand Registry support confirmed that the issue with submitting a trademark infringement complaint is that the trademark is still in pending status. I still feel like there should be a way to remove items which clearly don't match our listings, no? My understanding is it can take months for trademark registrations to go through. I'd hate for our customers (and our business) to continue getting screwed for that long.
Dougal_Amazon
Hello @Seller_jXFdYBgWYVWp3,
My name is Dougal from the Community Manager Team and I will be happy to assist with reporting infringement in Brand Registry.
As you have already confirmed, a TM has to be registered and not pending in order to report a counterfeit.
Most likely the only other option that you can select for TM infringement is a product or packaging has your TM on it. If you find this is a more accurate way to report, then do so. I recommend that you stick to the facts of how the product or packaging has your TM on it and stay away from reasons that it is counterfeit (since you cannot report a counterfeit with a pending TM).
Also, there are examples in the additional information section, I recommend following as closely to those examples.
One last resource for you. Back in May, we posted about How to Report a Violation through Amazon Brand Registry You may find some additional help in that post as well.
Please let me know if I can assist further.
Best, Dougal
