Conflicting Amazon policy about bad listing information
@Roberto_Amazon you suggested I start a new discussion for this question, thank you.
Case ID: 15606254891 Amazon has stranded our FBA inventory but left the listing active and is using wrong and misleading information while the item continues to sell. I think it was initially removed due to more "defective" returns so we've been penalized, but the defective remarks are about the wrong information we see. Our listing information is accurate and good, but Amazon won't use our information. I've spoken to many Amazon reps and they say they have to get approval from the brand owner even if it's blatantly wrong. It's very contradictory when Amazon says "they gather the best information for the listing and use that information for the customer's best experience" but they're literally using bad and incorrect information which isn't the best customer experience. I've provided pdf's to the product manual showing the incorrect info, given manufacturer links showing the parent company that owns all the Brands because one rep mentioned a "Brand" issue. We sell several items of the same Brand but don't have issues with those so??? I've spoken to the catalog dept, account health support and nothing has been done yet because they said their hands are tied and can only change it if the brand owner approves it. If they don't then the item continues to sell with wrong information. The listing should be updated with our information which matches the documents I provided as proof it's accurate.
We've been selling a lot of our products for several years. We're not brand registered through Amazon we purchase all brand new, direct from the manufacturer and have for several years with no issues until recent months. Awesome manufacturer relationships, we use transparency labels to avoid counterfeit items, we adhere to all Amazon policies, have great seller rating (except for our current stranded inventory all caused by Amazon).
Amazon has deactivated items before by their own error and this one needs help please.
Thank you.
Conflicting Amazon policy about bad listing information
@Roberto_Amazon you suggested I start a new discussion for this question, thank you.
Case ID: 15606254891 Amazon has stranded our FBA inventory but left the listing active and is using wrong and misleading information while the item continues to sell. I think it was initially removed due to more "defective" returns so we've been penalized, but the defective remarks are about the wrong information we see. Our listing information is accurate and good, but Amazon won't use our information. I've spoken to many Amazon reps and they say they have to get approval from the brand owner even if it's blatantly wrong. It's very contradictory when Amazon says "they gather the best information for the listing and use that information for the customer's best experience" but they're literally using bad and incorrect information which isn't the best customer experience. I've provided pdf's to the product manual showing the incorrect info, given manufacturer links showing the parent company that owns all the Brands because one rep mentioned a "Brand" issue. We sell several items of the same Brand but don't have issues with those so??? I've spoken to the catalog dept, account health support and nothing has been done yet because they said their hands are tied and can only change it if the brand owner approves it. If they don't then the item continues to sell with wrong information. The listing should be updated with our information which matches the documents I provided as proof it's accurate.
We've been selling a lot of our products for several years. We're not brand registered through Amazon we purchase all brand new, direct from the manufacturer and have for several years with no issues until recent months. Awesome manufacturer relationships, we use transparency labels to avoid counterfeit items, we adhere to all Amazon policies, have great seller rating (except for our current stranded inventory all caused by Amazon).
Amazon has deactivated items before by their own error and this one needs help please.
Thank you.
0 yanıt
Seller_0rXAME9V4LQSx
Yep, this is one of the biggest lies that amazon tells us. First we couldn't update the listings as the manufacturer of our own trademarked and patented products because we weren't brand registered. The second we get brand registered we are get told the same old excuse of "they gather the best information for the listing and use that information for the customer's best experience" Well we make the product and know what pictures show the current product as well as what the specs are but even brad registered we can't control our own listings. Now the excuse is "that seller makes more sales of this product than you so we will continue to use information from 10+ years ago." Yeah, its one of our distributors that we haven't seen a sale from in years so tell me how they sell our product more than us?
Josh_Amazon
Hello @Seller_KAtrS2VELPMAs,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you are experiencing with your ASIN from case 15606254891. in this case, I went and reviewed your case and I was able to see that our team handled the case correctly. In the last interaction you had over chat with one of our Support representatives on the same case, our rep explained to you that the only valid documents are GS1 certificate and letter of authorization from the brand owner in order to continue with your request, because, as per policy, we are unable to override their contribution. When sellers sell a brand they must have the permission of the brand, and to appeal this decision you must provide the requested documents, otherwise, we won't be able to get further support. I wouldn't be able to escalate this further to our internal team because they will explain the same and request the same documents that you were requested before, so my suggestion would be to get all the requested documents so you can appeal the decision as instructed before.
In case you need more help with the appeal you can always reach out to our Seller Support team.
Kind regards,
-Josh
