Hi all, hoping someone can help me. I have a custom designed product that I sell on Amazon. I created the ASIN and have been selling for years. I have the name of my company listed in the manufacturer and brand section of this custom designed product.
Last week, someone piggy backed on my self created ASIN for this custom designed product, manufactured/produced by my company. I have sold on Amazon for 5+ years and never had any issues. I have loads of repeat customers. Now when customers go into my listing/ASIN, they see my custom photo (which i know i give rights to use when I list in catalog), along with the manufacturer being my company name, and they think they are purchasing from me. However they are purchasing from the new seller because this seller priced their item $1 less than mine. I had loads of confused customers last week contacting me, who cancelled their orders with the new seller to then order with me. They were claiming the other seller wasn’t contacting them for their custom information.
My issue is not that someone saw my product and wanted to copy it. My issue is that it appears when you go into the listing that you are purchasing from my company. I asked the new seller to kindly create their own ASIN and list themselves as the manufacturer of their own custom product. No response, no action…
So I looked on Amazon’s Intellectual Properties policies page and saw that in order to piggy back on a current ASIN, the products features must match EXACTLY. HOWEVER the new seller’s product is NOT produced/manufactured by my company, therefore not matching the ASIN attributes EXACTLY.
So I sent a message to Amazon seller-support who told me to file a trademark infringement form. I did that and sent all supporting information they asked me to submit. I got an email from them saying they got my information and that they assigned it a complaint number. The email was a no-reply address and it told me they would respond to my complaint in 2 days. It has been 6 days with NOTHING. Frustrated, I called Amazon and they couldn’t give me a phone number of anyone to talk to in the IP Dept. They said just keep sending complaints to the IP dept via email. I have sent many messages and I get no response.
Again, my issue isn’t with someone else selling the product, as they can create their own version of it, my issue is with this someone else selling under my ASIN and looking like they are selling my custom brand. I have fielded many messages from confused buyers, it’s been a mess.
I guess I wanted to see if anyone had any advice. I usually don’t post on the forums because sometimes people responding can be really mean. I’m just looking for some advice if someone has something to offer. I don’t understand why I can’t get a response from anyone from Amazon on this issue.
Any help would be so greatly appreciated. Thanks everyone!!