Another listing hijacked by AONELAS
Can a mod please assist? We have had another Brand Registered ASIN hijacked and updated to the brand AONELAS.
ASIN B0C44K85DX. I did report the listing with Brand Registry, but "no violation has been identified."
Cases: 16558915241 and 16632986791.
Another listing hijacked by AONELAS
Can a mod please assist? We have had another Brand Registered ASIN hijacked and updated to the brand AONELAS.
ASIN B0C44K85DX. I did report the listing with Brand Registry, but "no violation has been identified."
Cases: 16558915241 and 16632986791.
14 replies
Seller_UkejiplbVAzaK
@Glenn_Amazon, you've helped me before with this exact issue. Would you be able to again?
Thanks!
Dougal_Amazon
Hello @Seller_UkejiplbVAzaK,
My name is Dougal from the Community Manager team and I can certainly assist. I really appreciate you providing the ASIN and 2 cases as I was able to jump right in.
Before I move forward with escalating this issue, I want to check on something. Are you able to successfully change the brand name via an inventory file? Either by partial (easiest) or full inventory file update?
From my research, it appears as though the brand name change came from a selling account associated with your brand on 11/9/2024 via a partial update. You can find this selling account by logging into the administrator account for the Brand Registry site and clicking on "Manage Selling Accounts," from the Manage menu.
Please let me know how it goes.
Best, Dougal
Seller_UkejiplbVAzaK
Hello Dougal,
Thanks for the reply.
The update on the brand did not come from our account. Originally, I was updating the "flavor" name as it was not displaying correctly as part of the variation family. I was told by support that I need to delete and relist; this would push the update through.
Once I did that, the brand automatically changed to Aonelas. Again, I did not change the brand.
On Saturday, 11/9/24, I did attempt to adjust the listing. But the brand Aonelas had been on there since before 11/9.
I tried a partial inventory file upload with the brand name adjusted. No change. Deleted and relisted the ASIN again, no change.
Also, I just went through the tool to try and update the brand. I uploaded real-world photos of the product. Case 16651064861. Again denied.
Thanks for the assistance! @Dougal_Amazon
Seller_Qg1FueblHU9RR
AMAZON:
STOP ALLOWING SELLERS TO ALTER THE BRAND OF OTHER SELLER'S LISTINGS UNDER ANY CIRCUMSTANCE!
THIS HAS TO STOP
WE ARE BEING AFFECTED OVER AND OVER BY THIS CIRCUMVENTION OF SYSTEMS
I AM SO TIRED OF CREATING CASES AND DEALING WITH YOUR USELESS SUPPORT TEAM
This literally happened to me 5 times now I am so sick of it.
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
Thank you for trying those steps and providing me more info. I have escalated this issue to the appropriate team to revert the brand name back.
I will provide an update as soon as I have one.
Best, Dougal
Dougal_Amazon
HI @Seller_Qg1FueblHU9RR,
Dougal here and I have expressed this in other threads with you as well. These issues have to be investigated and in most instances it is not an issue of "ALLOWING," Sellers to make these changes and as you mentioned it can be a "CIRCUMVENTION OF SYSTEMS," which is not allowed.
Hope this clarifies for other Sellers who come across this thread.
Best, Dougal
Seller_UkejiplbVAzaK
@Dougal_Amazon, I appreciate your support with this.
I will say, one thing that's confusing to me is what the exact workflow should be for someone in my situation (brand registered and has a listing hijacked to another brand). Creating a case with support doesn't work - we are told to create an entirely new ASIN and that brands can't be changed. We can't create a new ASIN, though, because the UPC is tied to the hijacked one, plus we'd lose rank, reviews, et.
And then reporting the listing doesn't seem to work, either.
The only thing I've had success with is reaching out on forums and getting a moderator's assistance. Is this what we have to do every time or is there something else?
Again, truly appreciate the help!
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
That is such a VALID question. My recommendation is to open a case with Brand Registry support via the Brand Registry site and provide them the most info you can. Such as Who created the ASIN, When and with what brand name, as well as when you noticed the change and where (the where being, is it on the byline only or the brand bullet or both). This gives them the best starting point.
This may or may not get you the result you want and I want to take a second to explain why. Brand Registry Support can't make changes to ASINs. They absolutely do support brands and have more access when it comes to Brand Protection. I know what your thinking.... keeping my brand name on my listings IS brand protection and you aren't wrong, but the process to making those changes is not at their disposal so they will either direct you to or re-route your case to seller support who can/does work with you to make those changes.
It REALLY depends on the "how" the ASIN's brand name was changed (and this always requires a deep investigation utilizing multiple internal tools/resources). Knowing this allows us to know which team to raise the issue to. Community Managers have a unique roll where we have resources in both Brand Registry and Listings so we can often identify that "how" after some research and then escalate accordingly. The catch 22 for us (Community Managers) is we can only escalate issues that the Seller themselves have already raised (this is one of the main reasons we always ask for a case ID).
I know this doesn't exactly answer your question, but I hope it provides a bit more insight into why these types of issues can be complicated and take multiple steps (often from multiple teams) to resolve.
Best, Dougal
Seller_UkejiplbVAzaK
Thank you for this response! That is helpful, and I'm appreciative to have this explanation and (albeit not perfect) road map for the future. Haha! Thanks Dougal!
Seller_UkejiplbVAzaK
@Dougal_Amazon, any updates? Still showing as the wrong brand.
Thanks!
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
Yes, I received a response last night that the expected time for the fix is within the next 7 days (calendar days, not business days).
I will keep an eye on this, but please, if you do not see the brand name properly updated back to your brand by the 27th (next Wednesday), please let me know here. My internal case IS still open so I can provide that update directly back to the team taking action.
Not ideal I know, but I appreciate you working with me through this so we can get it right.
Best, Dougal
Seller_UkejiplbVAzaK
@Dougal_Amazon, the brand updated on 11/26 - thanks for the help on that. The store it's connected to on the detail page still shows as AONELAS, though. How do I get that updated? I figured it would automatically, but it's been several days now. I'm guessing that's why attempts to re-add this child listing to a parent keeps failing.
Thanks!
Another listing hijacked by AONELAS
Can a mod please assist? We have had another Brand Registered ASIN hijacked and updated to the brand AONELAS.
ASIN B0C44K85DX. I did report the listing with Brand Registry, but "no violation has been identified."
Cases: 16558915241 and 16632986791.
Another listing hijacked by AONELAS
Can a mod please assist? We have had another Brand Registered ASIN hijacked and updated to the brand AONELAS.
ASIN B0C44K85DX. I did report the listing with Brand Registry, but "no violation has been identified."
Cases: 16558915241 and 16632986791.
Another listing hijacked by AONELAS
Can a mod please assist? We have had another Brand Registered ASIN hijacked and updated to the brand AONELAS.
ASIN B0C44K85DX. I did report the listing with Brand Registry, but "no violation has been identified."
Cases: 16558915241 and 16632986791.
14 replies
14 replies
Seller_UkejiplbVAzaK
@Glenn_Amazon, you've helped me before with this exact issue. Would you be able to again?
Thanks!
Dougal_Amazon
Hello @Seller_UkejiplbVAzaK,
My name is Dougal from the Community Manager team and I can certainly assist. I really appreciate you providing the ASIN and 2 cases as I was able to jump right in.
Before I move forward with escalating this issue, I want to check on something. Are you able to successfully change the brand name via an inventory file? Either by partial (easiest) or full inventory file update?
From my research, it appears as though the brand name change came from a selling account associated with your brand on 11/9/2024 via a partial update. You can find this selling account by logging into the administrator account for the Brand Registry site and clicking on "Manage Selling Accounts," from the Manage menu.
Please let me know how it goes.
Best, Dougal
Seller_UkejiplbVAzaK
Hello Dougal,
Thanks for the reply.
The update on the brand did not come from our account. Originally, I was updating the "flavor" name as it was not displaying correctly as part of the variation family. I was told by support that I need to delete and relist; this would push the update through.
Once I did that, the brand automatically changed to Aonelas. Again, I did not change the brand.
On Saturday, 11/9/24, I did attempt to adjust the listing. But the brand Aonelas had been on there since before 11/9.
I tried a partial inventory file upload with the brand name adjusted. No change. Deleted and relisted the ASIN again, no change.
Also, I just went through the tool to try and update the brand. I uploaded real-world photos of the product. Case 16651064861. Again denied.
Thanks for the assistance! @Dougal_Amazon
Seller_Qg1FueblHU9RR
AMAZON:
STOP ALLOWING SELLERS TO ALTER THE BRAND OF OTHER SELLER'S LISTINGS UNDER ANY CIRCUMSTANCE!
THIS HAS TO STOP
WE ARE BEING AFFECTED OVER AND OVER BY THIS CIRCUMVENTION OF SYSTEMS
I AM SO TIRED OF CREATING CASES AND DEALING WITH YOUR USELESS SUPPORT TEAM
This literally happened to me 5 times now I am so sick of it.
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
Thank you for trying those steps and providing me more info. I have escalated this issue to the appropriate team to revert the brand name back.
I will provide an update as soon as I have one.
Best, Dougal
Dougal_Amazon
HI @Seller_Qg1FueblHU9RR,
Dougal here and I have expressed this in other threads with you as well. These issues have to be investigated and in most instances it is not an issue of "ALLOWING," Sellers to make these changes and as you mentioned it can be a "CIRCUMVENTION OF SYSTEMS," which is not allowed.
Hope this clarifies for other Sellers who come across this thread.
Best, Dougal
Seller_UkejiplbVAzaK
@Dougal_Amazon, I appreciate your support with this.
I will say, one thing that's confusing to me is what the exact workflow should be for someone in my situation (brand registered and has a listing hijacked to another brand). Creating a case with support doesn't work - we are told to create an entirely new ASIN and that brands can't be changed. We can't create a new ASIN, though, because the UPC is tied to the hijacked one, plus we'd lose rank, reviews, et.
And then reporting the listing doesn't seem to work, either.
The only thing I've had success with is reaching out on forums and getting a moderator's assistance. Is this what we have to do every time or is there something else?
Again, truly appreciate the help!
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
That is such a VALID question. My recommendation is to open a case with Brand Registry support via the Brand Registry site and provide them the most info you can. Such as Who created the ASIN, When and with what brand name, as well as when you noticed the change and where (the where being, is it on the byline only or the brand bullet or both). This gives them the best starting point.
This may or may not get you the result you want and I want to take a second to explain why. Brand Registry Support can't make changes to ASINs. They absolutely do support brands and have more access when it comes to Brand Protection. I know what your thinking.... keeping my brand name on my listings IS brand protection and you aren't wrong, but the process to making those changes is not at their disposal so they will either direct you to or re-route your case to seller support who can/does work with you to make those changes.
It REALLY depends on the "how" the ASIN's brand name was changed (and this always requires a deep investigation utilizing multiple internal tools/resources). Knowing this allows us to know which team to raise the issue to. Community Managers have a unique roll where we have resources in both Brand Registry and Listings so we can often identify that "how" after some research and then escalate accordingly. The catch 22 for us (Community Managers) is we can only escalate issues that the Seller themselves have already raised (this is one of the main reasons we always ask for a case ID).
I know this doesn't exactly answer your question, but I hope it provides a bit more insight into why these types of issues can be complicated and take multiple steps (often from multiple teams) to resolve.
Best, Dougal
Seller_UkejiplbVAzaK
Thank you for this response! That is helpful, and I'm appreciative to have this explanation and (albeit not perfect) road map for the future. Haha! Thanks Dougal!
Seller_UkejiplbVAzaK
@Dougal_Amazon, any updates? Still showing as the wrong brand.
Thanks!
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
Yes, I received a response last night that the expected time for the fix is within the next 7 days (calendar days, not business days).
I will keep an eye on this, but please, if you do not see the brand name properly updated back to your brand by the 27th (next Wednesday), please let me know here. My internal case IS still open so I can provide that update directly back to the team taking action.
Not ideal I know, but I appreciate you working with me through this so we can get it right.
Best, Dougal
Seller_UkejiplbVAzaK
@Dougal_Amazon, the brand updated on 11/26 - thanks for the help on that. The store it's connected to on the detail page still shows as AONELAS, though. How do I get that updated? I figured it would automatically, but it's been several days now. I'm guessing that's why attempts to re-add this child listing to a parent keeps failing.
Thanks!
Seller_UkejiplbVAzaK
@Glenn_Amazon, you've helped me before with this exact issue. Would you be able to again?
Thanks!
Seller_UkejiplbVAzaK
@Glenn_Amazon, you've helped me before with this exact issue. Would you be able to again?
Thanks!
Dougal_Amazon
Hello @Seller_UkejiplbVAzaK,
My name is Dougal from the Community Manager team and I can certainly assist. I really appreciate you providing the ASIN and 2 cases as I was able to jump right in.
Before I move forward with escalating this issue, I want to check on something. Are you able to successfully change the brand name via an inventory file? Either by partial (easiest) or full inventory file update?
From my research, it appears as though the brand name change came from a selling account associated with your brand on 11/9/2024 via a partial update. You can find this selling account by logging into the administrator account for the Brand Registry site and clicking on "Manage Selling Accounts," from the Manage menu.
Please let me know how it goes.
Best, Dougal
Dougal_Amazon
Hello @Seller_UkejiplbVAzaK,
My name is Dougal from the Community Manager team and I can certainly assist. I really appreciate you providing the ASIN and 2 cases as I was able to jump right in.
Before I move forward with escalating this issue, I want to check on something. Are you able to successfully change the brand name via an inventory file? Either by partial (easiest) or full inventory file update?
From my research, it appears as though the brand name change came from a selling account associated with your brand on 11/9/2024 via a partial update. You can find this selling account by logging into the administrator account for the Brand Registry site and clicking on "Manage Selling Accounts," from the Manage menu.
Please let me know how it goes.
Best, Dougal
Seller_UkejiplbVAzaK
Hello Dougal,
Thanks for the reply.
The update on the brand did not come from our account. Originally, I was updating the "flavor" name as it was not displaying correctly as part of the variation family. I was told by support that I need to delete and relist; this would push the update through.
Once I did that, the brand automatically changed to Aonelas. Again, I did not change the brand.
On Saturday, 11/9/24, I did attempt to adjust the listing. But the brand Aonelas had been on there since before 11/9.
I tried a partial inventory file upload with the brand name adjusted. No change. Deleted and relisted the ASIN again, no change.
Also, I just went through the tool to try and update the brand. I uploaded real-world photos of the product. Case 16651064861. Again denied.
Thanks for the assistance! @Dougal_Amazon
Seller_UkejiplbVAzaK
Hello Dougal,
Thanks for the reply.
The update on the brand did not come from our account. Originally, I was updating the "flavor" name as it was not displaying correctly as part of the variation family. I was told by support that I need to delete and relist; this would push the update through.
Once I did that, the brand automatically changed to Aonelas. Again, I did not change the brand.
On Saturday, 11/9/24, I did attempt to adjust the listing. But the brand Aonelas had been on there since before 11/9.
I tried a partial inventory file upload with the brand name adjusted. No change. Deleted and relisted the ASIN again, no change.
Also, I just went through the tool to try and update the brand. I uploaded real-world photos of the product. Case 16651064861. Again denied.
Thanks for the assistance! @Dougal_Amazon
Seller_Qg1FueblHU9RR
AMAZON:
STOP ALLOWING SELLERS TO ALTER THE BRAND OF OTHER SELLER'S LISTINGS UNDER ANY CIRCUMSTANCE!
THIS HAS TO STOP
WE ARE BEING AFFECTED OVER AND OVER BY THIS CIRCUMVENTION OF SYSTEMS
I AM SO TIRED OF CREATING CASES AND DEALING WITH YOUR USELESS SUPPORT TEAM
This literally happened to me 5 times now I am so sick of it.
Seller_Qg1FueblHU9RR
AMAZON:
STOP ALLOWING SELLERS TO ALTER THE BRAND OF OTHER SELLER'S LISTINGS UNDER ANY CIRCUMSTANCE!
THIS HAS TO STOP
WE ARE BEING AFFECTED OVER AND OVER BY THIS CIRCUMVENTION OF SYSTEMS
I AM SO TIRED OF CREATING CASES AND DEALING WITH YOUR USELESS SUPPORT TEAM
This literally happened to me 5 times now I am so sick of it.
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
Thank you for trying those steps and providing me more info. I have escalated this issue to the appropriate team to revert the brand name back.
I will provide an update as soon as I have one.
Best, Dougal
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
Thank you for trying those steps and providing me more info. I have escalated this issue to the appropriate team to revert the brand name back.
I will provide an update as soon as I have one.
Best, Dougal
Dougal_Amazon
HI @Seller_Qg1FueblHU9RR,
Dougal here and I have expressed this in other threads with you as well. These issues have to be investigated and in most instances it is not an issue of "ALLOWING," Sellers to make these changes and as you mentioned it can be a "CIRCUMVENTION OF SYSTEMS," which is not allowed.
Hope this clarifies for other Sellers who come across this thread.
Best, Dougal
Dougal_Amazon
HI @Seller_Qg1FueblHU9RR,
Dougal here and I have expressed this in other threads with you as well. These issues have to be investigated and in most instances it is not an issue of "ALLOWING," Sellers to make these changes and as you mentioned it can be a "CIRCUMVENTION OF SYSTEMS," which is not allowed.
Hope this clarifies for other Sellers who come across this thread.
Best, Dougal
Seller_UkejiplbVAzaK
@Dougal_Amazon, I appreciate your support with this.
I will say, one thing that's confusing to me is what the exact workflow should be for someone in my situation (brand registered and has a listing hijacked to another brand). Creating a case with support doesn't work - we are told to create an entirely new ASIN and that brands can't be changed. We can't create a new ASIN, though, because the UPC is tied to the hijacked one, plus we'd lose rank, reviews, et.
And then reporting the listing doesn't seem to work, either.
The only thing I've had success with is reaching out on forums and getting a moderator's assistance. Is this what we have to do every time or is there something else?
Again, truly appreciate the help!
Seller_UkejiplbVAzaK
@Dougal_Amazon, I appreciate your support with this.
I will say, one thing that's confusing to me is what the exact workflow should be for someone in my situation (brand registered and has a listing hijacked to another brand). Creating a case with support doesn't work - we are told to create an entirely new ASIN and that brands can't be changed. We can't create a new ASIN, though, because the UPC is tied to the hijacked one, plus we'd lose rank, reviews, et.
And then reporting the listing doesn't seem to work, either.
The only thing I've had success with is reaching out on forums and getting a moderator's assistance. Is this what we have to do every time or is there something else?
Again, truly appreciate the help!
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
That is such a VALID question. My recommendation is to open a case with Brand Registry support via the Brand Registry site and provide them the most info you can. Such as Who created the ASIN, When and with what brand name, as well as when you noticed the change and where (the where being, is it on the byline only or the brand bullet or both). This gives them the best starting point.
This may or may not get you the result you want and I want to take a second to explain why. Brand Registry Support can't make changes to ASINs. They absolutely do support brands and have more access when it comes to Brand Protection. I know what your thinking.... keeping my brand name on my listings IS brand protection and you aren't wrong, but the process to making those changes is not at their disposal so they will either direct you to or re-route your case to seller support who can/does work with you to make those changes.
It REALLY depends on the "how" the ASIN's brand name was changed (and this always requires a deep investigation utilizing multiple internal tools/resources). Knowing this allows us to know which team to raise the issue to. Community Managers have a unique roll where we have resources in both Brand Registry and Listings so we can often identify that "how" after some research and then escalate accordingly. The catch 22 for us (Community Managers) is we can only escalate issues that the Seller themselves have already raised (this is one of the main reasons we always ask for a case ID).
I know this doesn't exactly answer your question, but I hope it provides a bit more insight into why these types of issues can be complicated and take multiple steps (often from multiple teams) to resolve.
Best, Dougal
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
That is such a VALID question. My recommendation is to open a case with Brand Registry support via the Brand Registry site and provide them the most info you can. Such as Who created the ASIN, When and with what brand name, as well as when you noticed the change and where (the where being, is it on the byline only or the brand bullet or both). This gives them the best starting point.
This may or may not get you the result you want and I want to take a second to explain why. Brand Registry Support can't make changes to ASINs. They absolutely do support brands and have more access when it comes to Brand Protection. I know what your thinking.... keeping my brand name on my listings IS brand protection and you aren't wrong, but the process to making those changes is not at their disposal so they will either direct you to or re-route your case to seller support who can/does work with you to make those changes.
It REALLY depends on the "how" the ASIN's brand name was changed (and this always requires a deep investigation utilizing multiple internal tools/resources). Knowing this allows us to know which team to raise the issue to. Community Managers have a unique roll where we have resources in both Brand Registry and Listings so we can often identify that "how" after some research and then escalate accordingly. The catch 22 for us (Community Managers) is we can only escalate issues that the Seller themselves have already raised (this is one of the main reasons we always ask for a case ID).
I know this doesn't exactly answer your question, but I hope it provides a bit more insight into why these types of issues can be complicated and take multiple steps (often from multiple teams) to resolve.
Best, Dougal
Seller_UkejiplbVAzaK
Thank you for this response! That is helpful, and I'm appreciative to have this explanation and (albeit not perfect) road map for the future. Haha! Thanks Dougal!
Seller_UkejiplbVAzaK
Thank you for this response! That is helpful, and I'm appreciative to have this explanation and (albeit not perfect) road map for the future. Haha! Thanks Dougal!
Seller_UkejiplbVAzaK
@Dougal_Amazon, any updates? Still showing as the wrong brand.
Thanks!
Seller_UkejiplbVAzaK
@Dougal_Amazon, any updates? Still showing as the wrong brand.
Thanks!
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
Yes, I received a response last night that the expected time for the fix is within the next 7 days (calendar days, not business days).
I will keep an eye on this, but please, if you do not see the brand name properly updated back to your brand by the 27th (next Wednesday), please let me know here. My internal case IS still open so I can provide that update directly back to the team taking action.
Not ideal I know, but I appreciate you working with me through this so we can get it right.
Best, Dougal
Dougal_Amazon
Hi @Seller_UkejiplbVAzaK,
Yes, I received a response last night that the expected time for the fix is within the next 7 days (calendar days, not business days).
I will keep an eye on this, but please, if you do not see the brand name properly updated back to your brand by the 27th (next Wednesday), please let me know here. My internal case IS still open so I can provide that update directly back to the team taking action.
Not ideal I know, but I appreciate you working with me through this so we can get it right.
Best, Dougal
Seller_UkejiplbVAzaK
@Dougal_Amazon, the brand updated on 11/26 - thanks for the help on that. The store it's connected to on the detail page still shows as AONELAS, though. How do I get that updated? I figured it would automatically, but it's been several days now. I'm guessing that's why attempts to re-add this child listing to a parent keeps failing.
Thanks!
Seller_UkejiplbVAzaK
@Dougal_Amazon, the brand updated on 11/26 - thanks for the help on that. The store it's connected to on the detail page still shows as AONELAS, though. How do I get that updated? I figured it would automatically, but it's been several days now. I'm guessing that's why attempts to re-add this child listing to a parent keeps failing.
Thanks!
