Customer ordered 3 watches from us through Amazon marketplace. He switched our watches for some cheap fake copies and made it look like he never received the package, when in fact he received the package, carefully opened the box from the bottom and switched the contents. Then next day gave it back to UPS and told them that he is refusing the package. Unfortunately we didn't notice right away that he stole our watches and replaced them with inferior product so he managed to do it twice. He also opened A-Z claim claiming that he never received the order even though tracking was showing delivered and then refused a day later. Amazon would not do anything about it.

111-8553292-2223413 for 3 watches

112-8065475-4925849 for 2 watches

Hello @Seller_PIHyltK09pbl3 and @Seller_QTT5oP45IFvQZ

I am reaching out for urgent assistance regarding a seller hijacking my listing.

A Chinese seller ("HAOXIN SHOP") is currently counterfeiting our product on our ASIN. Because our USPTO trademark is currently in a pending status, Brand Registry denied our IP infringement claim.

To address this, I performed a test buy and submitted a report via Account Health -> Report Abuse.

Complaint ID: 20420826351

Issue: The test buy clearly shows that the product sold by "HAOXIN SHOP" is counterfeit and does not match our ASIN listing (photos were attached to the complaint).

It has been almost a week since I filed this complaint, and no action has been taken. This hijacker is actively selling fake products to our customers, which puts us at an immediate risk of receiving negative reviews that could destroy our business.

Could you please look into Complaint ID: 20420826351 and help us remove this unauthorized seller?

Thank you in advance for your time and assistance.

Best regards,

My Amazon seller account has been deactivated since March 2025 due to a counterfeit violation. The complaint alleged that I sold counterfeit Oral-B sensitive replacement brush heads.

Since the suspension, I have submitted seven appeals and engaged legal counsel. My attorney reached out to the brand owner’s legal team in an effort to have the claim retracted. I have also escalated the matter by contacting Amazon’s executive team and filing a complaint with the Better Business Bureau in Seattle.

In support of my appeals, I provided invoices from my supplier, a company that specializes in overstock inventory. Despite these efforts, my appeals have been unsuccessful, and I have not received clear guidance on what additional documentation or corrective actions are required.

As a result of the U.S. account suspension, my accounts in other marketplaces, including Canada and Mexico, have also been deactivated. I am currently left with a significant amount of inventory that is approaching expiration.

At this point, I am running out of options and would greatly appreciate clear direction on what specific steps are needed to resolve this issue and reinstate my account.

I have obtained UPC code exemption via the brand whitelist and am now trying to submit a selling application. I have provided invoices issued by the manufacturer, yet my application keeps getting rejected and has been stuck for weeks. The review team never specifies the exact reason, only stating: "The materials you submitted for this application fail to meet the platform's criteria for verifying valid supply chain partnerships." Customer service informed me: "We cannot process this application due to suspected authenticity issues. If you wish to proceed, please provide alternative Amazon Standard Identification Numbers (ASINs)." I have no idea what to do as I cannot figure out the root cause.