I got brand approval, then I'm told the brand is already listed
I own a brand from another country, it's a word from a dialect from my country. Now that I'm trying to start selling on Amazon USA I requested brand approval for that brand and UPC exemption to Amazon. I was granted the approval and exemption. Then I proceed to list a product, but I get a message saying like I need brand authorization, I contacted support and they told me that the brand is already listed, the time between I was granted approval on January 12 and then I'm told the brand is already listed on January 14, how is that possible ?
All that is in this case ID: 17000833851
@Dougal_Amazon @Cooper_Amazon @Steve_Amazon @Daryl_Amazon @Danny_Amazon
26 replies
Seller_NbYSGJ8Tehgbv
Its because its listed on another market.
You will get no push back trying to list on Amazon USA. But they will review it internally and see that there is a similar brand registered on another market. They want it all linked on the same account.
Seller_IRMJUw25aFGIQ
I don't know what exactly happened, but I yesterday I tried to list my products again and I finally could under the brand the amazon support team is telling me is already listed.
But today, I got an update on the Case 17000833851 , where the amazon support team keep telling that the brand is already listed , but a day ago I listed a couple of products under that brand, it's my brand, I own the website brand, I manufacture the products.
This contradiction of information is completely beyond comprehension. My listing is ACTIVE, but the support is telling me it's already listed, it makes no sense.
Now I have received an email stating this:
"Your Amazon seller account has been deactivated and your listings have been removed because we observed policy violations.
"We have taken this measure because we observed that you or someone acting on your behalf has requested changes to a brand name that is not registered as a brand name through our brand registry."
Please, I need guidance on what to do, the support team just seem to use answer templates over and over and do not dig deep into the issue.
@Dougal_Amazon @Cooper_Amazon @Steve_Amazon @Daryl_Amazon @Danny_Amazon
Manny_Amazon
Hello @Seller_IRMJUw25aFGIQ,
Thanks for posting to the Forums. I've gone ahead and contacted my partner team and requested their assistance with reviewing this issue. I'll follow up as soon as I hear back from the team.
Regards,
- Manny
Seller_IRMJUw25aFGIQ
Hello
I received this answer from the support team in that CASE:
"This email address is not the correct channel to submit an appeal. Please follow the instructions below to resubmit your appeal to the correct channel."
Basically they just told me to go to https://sellercentral.amazon.com/performance/dashboard and submit and appeal
So, What should I do now ? I asked them what should I send in addition to everything I already sent, but that was their answer.
P.S. If you see my status account dashboard, you will that currently I have cero incidents, Compliance with policies is appropriate and the Account status level is 200.
Manny_Amazon
Hello @Seller_IRMJUw25aFGIQ,
Please be advised that I'm still working with my partner team on reviewing this issue and troubleshooting it. I will provide another update once I have more information. Thanks for your patience.
Regards,
- Manny
Seller_IRMJUw25aFGIQ
Hi
I have not send any appeal nor contact support so far, I was just waiting for your response.
On February 8, I received this email :
Thank you for submitting your appeal. We reviewed the information you provided and have reactivated your account. Any funds that were withheld as a result of deactivation are now eligible for disbursement.
And a minute after that email I received this one :
We found that you have violated our Seller Code of Conduct policy. If this issue continues, we may deactivate your Amazon seller account.
Why did I receive this message?
We have taken this measure because we observed that you or someone acting on your behalf has requested changes to a brand name that is not registered as a brand name through our brand registry.
I don't understand that, because as I already explained here, I just asked for brand name approval.
Manny_Amazon
Hi @Seller_IRMJUw25aFGIQ,
Thanks for your patience. As you've seen, your account has been reinstated and you should be able to list the product now.
Please let me know if you're running into any further issues with this.
I hope this helps.
Regards,
- Manny
Seller_IRMJUw25aFGIQ
Hi
As I mentioned before, now I received a warning saying that I violated a Seller Code of Conduct policy.
"You have received a policy violation for attempting to misuse Amazon Services and failing to provide accurate information about brand-related changes."
Why is that ? I thought all the documentation I sent to make my account active again was enough to prove the ownership of the brand.
Manny_Amazon
Hi @Seller_IRMJUw25aFGIQ,
I checked on this and your account should be fine. This is just a warning message that was sent but your account is not impacted.
Regards,
- Manny
Seller_IRMJUw25aFGIQ
I'm worried about that.
My account health rating dropped and an email from Amazon states the following:
Based on your Account Health Rating, your account is at risk of being deactivated. The Account Health Rating takes into account factors such as:
The number of unresolved policy violations on your account at any given time
The degree to which the violation negatively impacts the customer experience
Whether the violation contravenes applicable laws and regulations
We encourage you to address the violations on your Account Health page as soon as possible in order to prevent unnecessary disruption to your selling account.
They want me to send some documentation to address this problem for them to withdraw the warning.
Seller_mjWxtagaXvrJU
Based on my understanding of your case, I’ll provide you with some guidance.
Amazon is asking for re-verification of your account and brand ownership.
This can happen for a few reasons—maybe a competitor or customer reported something, you updated your product listings or packaging, sales suddenly increased, or there were high returns or negative reviews. It’s just Amazon making sure everything is legit.
To get this sorted, you need to provide some documents:
Brand & Business Proof – Trademark certificate, business registration, utility bill, bank statement (same name & address as your business).
Product & Manufacturing Proof – Import/export docs (if you have them) + WHOIS domain screenshot to prove website ownership + factory images/videos + bulk raw material invoices (if applicable), and share updated product packaging images.
Sales & Marketing Proof – Screenshots of your brand’s social media platforms + reports for marketing expenses (Amazon PPC, FB ads, etc.), and customer invoices from the last 12 months (order details with product name & ASIN).
Just gather whatever applies to your business and send it to Amazon. Also, it’s a good idea to get on a call with an Amazon Account Specialist to clear up any doubts and speed things up.
Seller_IRMJUw25aFGIQ
@Manny_Amazon since you know my case from the beginning, could you please provide some guidance here ?
Manny_Amazon
Hello @Seller_IRMJUw25aFGIQ,
As I mentioned previously, your account should be fine, but if you see any changes that occur let me know and I'll investigate.
Regards,
- Manny
Seller_IRMJUw25aFGIQ
Thanks for your answer.
So, you are saying that my account should be fine even when the health rating dropped from 200 to 190 and it's at risk of being deactivated ?
As I stated, when my account was activated, the health rating dropped and I got an email from Amazon stating the following:
Based on your Account Health Rating, your account is at risk of being deactivated. The Account Health Rating takes into account factors such as:
The number of unresolved policy violations on your account at any given time
The degree to which the violation negatively impacts the customer experience
Whether the violation contravenes applicable laws and regulations
We encourage you to address the violations on your Account Health page as soon as possible in order to prevent unnecessary disruption to your selling account.
They want me to send some documentation to address this problem for them to withdraw the warning. That warning is active to this day. What should I do ?
