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Our account is under attack. Large seller. Need urgent help.

by Seller_NzEmZKTEdcpPZ

Hello,

Our seller account is being attached by two other sellers who filed fraudulent Intellectual Property Complaints against us and posted several fake negative feedbacks, causing our performance metrics to shutter. That, in turn, put our account at risk and killed our eligibility for Buy Box. This causes daily losses of tens of thousands of dollars. This is a multi-million dollar account, we've been at Amazon for some 15+ years, we know and follow the rules, and have always had perfect metrics. Due to specifics of the products and our customer base (businesses), feedbacks are rare of us these days. That's why the fraudsters were able to bring the account's ODR above 1% with just a few fake negative feedbacks, which killed our Buy Box eligibility.

Those feedbacks stated that they received used items, although they were brand new. All those orders initiated returns, but didn't return anything. None of them replied to our messages asking to share with us why they believe the items were used. Moreover, we photograph what we ship before we seal the boxes - photos show intact factory seals, correct items with manufacturer's labels, packing slips provided by Amazon and the shipping label. We don't sell used products at Amazon at all, never did. Requests to remove feedbacks through the Feedback Manager were auto-denied. Opened cases with SS to manually review and remove them - same thing, automatically denied. We all know that humans don't review those cases.

Sellers who filed fraudulent Intellectual Property Complaints against us used the following trick: they took a standard product listing (a major computer brand, which is sold by many sellers, including us, all are authorized) and changed the description of the product by inserting their own brand's accessory. That's something, obviously, that is prohibited, but Amazon didn't block such product page change, for some reason. After they inserted their brand names into the product description, that allowed them to file Intellectual Property Complaints against all sellers in those listings, effectively kicking everyone out from those listings. Basically, they hijacked the listings and damaged our and a bunch of other seller's Account Health. One of those listings doesn't even show that illegally inserted brand in the product page anymore, but appeals to dismiss the violation is still being denied, no matter what paperwork we provide. I have a feeling nobody is even reading the appeals; they simply deny everything blindly. Our AHR dropped below 200 and put the account at risk there too.

Seller Support Case, explaining the entire attack in details is in Case ID 12194384421. We also reported this abuse through Abuse Report system: Case ID 12194465021 is the latest. We also reported illegal change of product pages through that system, but all came back denied - I don't understand the purpose of the system if Amazon strictly prohibits product page changes, they keep a history of changes and can easily look it up to confirm the violation, but they don't do any of that when the violation is reported.

Our Strategic Account Manager at Amazon is missing in action - no answer at all.

Sent a message to Jeff (Seller Executive Relations) two days ago - no answer yet. I only used them once or twice before, and that was a long time ago. I don't know if that avenue works anymore and what to expect there.

As you can see, I tried all proper channels to get these bad actors reported and to get fake reviews and violations removed from our account, but no positive results. This is something that needs to be escalated and resolved quickly, as our financial losses are mounting and wrongdoing by others goes unpunished.

I hope our Community Managers can help us to get this resolved quickly. They helped us last year when we had an issues that regular channels could not address. Any suggestions from sellers are highly appreciated too. We have never had to deal with something this before.

Thanks!

Tags: Account Health, Seller Support
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Seller_6gxmduAZ4G44b
In reply to: Seller_NzEmZKTEdcpPZ's post

upvoted and replied to keep this fresh, the Amazon hackers are getting really creative. Unless Amazon curtails the black hat practices, it will become a dollar store of off shore junk

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Seller_4zBzdtgCyS9EI
In reply to: Seller_NzEmZKTEdcpPZ's post

I wish there was better news, but this is going on everywhere, all day long. Amazon does not seem to be interested to put a sock in it. I assume that is, because they don't believe it costs them any money, but in turn they would have to pay to hire staff to control it. I don't see this going away.....

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Seller_Lu3bFSNnS57zM
In reply to: Seller_NzEmZKTEdcpPZ's post

Kleantoolz shut down all my APEX energetics listings as he was able to convince Amazon he was the brand owner. PERSISTENCE is key. Keep emailing and opening cases with Executive Seller Support with Clean a precise detail in as little words as possible.

It took 3 weeks of emails every other day but Amazon ended up reinstating ALL listings. It also helps to just call up these sellers on the phone and tell them you know what they are doing and you are filing in small claims court and is showing up whereever you are worth this headache?

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Seller_24FzucbyGtgZS
In reply to: Seller_NzEmZKTEdcpPZ's post

No one can help you on this forum. You need to seek the advice of an attorney.

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Seller_NzEmZKTEdcpPZ
In reply to: Seller_NzEmZKTEdcpPZ's post

Community Managers, I added more evidence to Case ID 12194384421. Please escalate this. Regular Seller Support employees keep replying with a standard template on how to remove a feedback and closing the case - I keep opening it.

Update for sellers folks:

We received two (out of three orders who left a negative feedback for us) returns today. Both were identical looking envelopes with a piece of carton board in them, instead of the actual products. Two things:

-Fraudsters photoshoped the return shipping labels that Amazon provided and changed the Ship To address to some random residences in my zip code. They were hoping that we never receive them (but Amazon would think that they were delivered because of the tracking). But the shipping carrier added their own label (plus the shipping carrier use the bar code/electronic info of the label) and both were delivered to us.

-I traced all three returns with the shipping carrier and even though all three customers are in different places of the country, the returns were picked up by the shipping carrier at the same time on the same date from another location across the country. All from the same location.

This proves beyond any reasonable doubt that this is fraud. I updated the tracking screenshots and photos of what was returned to the same Case ID 12194384421.

We have a good relationship with this shipping carrier and I asked them to check where exactly (company name, address) these packages were picked up from. If that's a retail location, I will have no hesitation with filing a complaint with the local police and have them check the cameras to see who that was. That's a long shot, but it's worth a try. If it's a specific company these were picked up from, then that's a police complaint too for the mail fraud.

Amazon's Seller Support and other proper teams at Amazon who could have fixed this in a matter of minutes are still missing in action. It makes me laugh when I get their usual template answer that starts with "Know for sure that we value your business with us so we will look into your case with utmost importance". Yeah, right.

Please keep up-voting this post so the Community Managers finally do something about this issue. Check back for the updates!

Thank you all!

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Seller_OCfV6Rdj0BG66
In reply to: Seller_NzEmZKTEdcpPZ's post

I just went through the exact same thing.

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Seller_hZ409bHSOTHe1
In reply to: Seller_NzEmZKTEdcpPZ's post

I understand that you are upset and trying to stop the trouble makers. But, you gave such a detailed explanation of how they are doing it. Any unscrupulous readers of your post now have detailed instructions of how to do what you are fighting against. Sorry this has always been a pet peeve of mine whenever I see news reports about scams and again give too many details about how it's done.

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Seller_wAnd4E9ZCAKQ5
In reply to: Seller_NzEmZKTEdcpPZ's post

until someone has enough money and lawyers to make amazon double guess their business practices , nothing will happen

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Seller_mFUNUCCYB0cok
In reply to: Seller_NzEmZKTEdcpPZ's post

$100 it's Chinese sellers. Amazon lets them run amok and control what happens on Amazon without consequences. They know what they are doing when attacking a listing. Definitely have plenty of practice. Until Amazon does something about the Chinese sellers, it won't get better.

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Seller_NHdnS0qw3t4sh
In reply to: Seller_NzEmZKTEdcpPZ's post

Just curious, but are the other sellers based in China?

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Seller_NzEmZKTEdcpPZ
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Our seller account is being attached by two other sellers
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