We are facing a bizarre and frustrating situation involving a hijacked listing and a confusing trademark violation claim. An unauthorized seller (let's call them Brand A) somehow gained control of a listing images (originally for Brand C, the actual manufacturer). They replaced the main image with one that includes their brand name (Brand A) printed on it.

Here's where it gets really problematic: Brand A then filed a trademark violation against us, claiming that the products we shipped (which correctly feature the original manufacturer's brand, Brand C) did not include their brand (Brand A). This is correct – our products are Brand C (Original listing brand), as clearly stated in the listing details and on the product itself. Brand A has no legitimate claim to this product or listing.

We immediately contacted Amazon Seller Support and were advised to update the listing images back to the original Brand C images, which we did. Amazon removed the violating images. However, the trademark violation remains on our account health dashboard.

Despite multiple calls with Seller Support (lasting over two hours), we are unable to get the violation removed. Amazon is now requesting an authorization letter from Brand A, the unauthorized seller who hijacked the listing and filed the false complaint! This is illogical as Brand A has no legitimate connection to our products or the Brand C listing. The listing currently reflects the correct brand, Brand B (our store brand selling Brand C products), and the original manufacturer, Brand C.

We have provided an authorization letter from the legitimate manufacturer, Brand C, but Amazon continues to demand one from Brand A. This seems like a Catch-22 situation caused by the initial image hijacking.

Has anyone experienced a similar issue or have any advice on how to resolve this? We are at a loss on how to proceed and get this unwarranted trademark violation removed from our account health.

Complaint ID: 17785429061

Furthermore, we are deeply concerned by the fact that Amazon's system appears to allow unauthorized sellers to file what we believe are baseless trademark violations. This forces us to address two distinct but related issues: first, removing the unauthorized seller's misleading images from the listing, which, as mentioned, we have already completed. Second, we are unclear on how to proceed with Amazon's request for a letter of authorization from this unauthorized seller "Brand A". It is illogical to expect a legitimate seller to obtain authorization from an entity that is actively engaging in listing hijacking and filing false complaints against them. This requirement seems to misidentify the actual rights holder and the source of the problem.

Any assistance or guidance would be greatly appreciated!