Welcome to Seller Forums

Is your brand name suddenly different on Amazon? You're not alone. Learn how to fight back against unauthorized changes and protect your business.

• Brand name changes are often referred in the Seller Forums as “hijacking.”
• The term “hijacking,” has also been used in the Seller Forums to describe other offers on a listing or when the featured offer has changed from one seller to another.
• To ensure a cohesive dialog, this discussion is specifically regarding a change to the brand name attribute on a listing.

Brand name changes that violate the Amazon Brand Name policy are not allowed. To investigate the cause of Brand name changes, a thorough investigation is required to identify the “how” it happened. Based on the results of this investigation, a Community Manager may be equipped with the appropriate information/detail to assist you.

If you have experienced an incorrect change in the brand name of an ASIN, please exhaust these self-service options below first:

• Create a case to Seller Support
• Public Notice Form if you are not registered in Brand Registry
• Report Abuse
• Report a Violation (if you are registered in Brand Registry) Not sure how to report? Take a look at the How to Report a Violation through Amazon Brand Registry post by @Dougal_Amazon.
• Brand Registry Support (if you are registered in Brand Registry)

Once you have done so, here is what we need from you to get started:

1. Post a new discussion in the Manage Your Brand category that is specific to the ASIN(s) you are experiencing issues with. (You do not have to list the ASINs, we will cover that in the next step)
2. Provide a case ID in your post that lists ALL the ASIN(s) and details which explains your issue. Why is this necessary? We don’t want you to have to put any business specific or proprietary information in a public forum and with a case ID as per Community Guidelines. Community Managers can identify relevant information from the case.

Here is what we are getting started with:

An investigation on each ASIN individually.

• Keep in mind, the root cause is not always the same across all the ASINs and those differences can mean different escalation paths to resolve.

Escalation to the appropriate team to resolve the issue.

• Reminder: The case ID(s) provided must meet the Community Manager’s requirement to escalate, see the 5 self-service bullet points listed above

That’s it! The Community Managers will take it from there. Please keep in mind that resolution is not guaranteed and times will vary based on the investigation, number of ASINs, root cause, and how many internal teams we have to connect with. However, we are more than happy to review and see what guidance we can provide!

We want to hear from YOU!

For any Sellers that have received assistance from a Community Manager with an incorrect change to a brand name, we would love to hear about your experience:

1. Did we miss or leave anything out from the instructions above?
2. Approximately how long did it take to fix your issue?
3. Do you think we need to provide more clarification or additional information to this post?

Best, Dougal

The waiting is over! This is day one of Black Friday Week running through November 29th, followed closely by Cyber Monday events running November 29th through December 2nd. Ensure your team is motivated and ready to operate at peak performance! For a detailed look at preparation for the events, refer to Peak Preparation: Black Friday and Cyber Monday Preparation Checklist.

This is the time to focus on delivering an outstanding experience for customers. Check-in with your staff to ensure they understand the importance of this holiday sales period. Do you have adequate staffing to handle all the processes involved in operating your business during this important time? Stress the need for everyone representing your business to be hyper aware of customer needs, fulfilling orders, and delivering customer service support.

We're here to support you during the Black Friday Week and Cyber Monday sales events. Share your experiences and results in this discussion thread. If you need assistance, post your questions here, and we'll provide prompt support.

Susan