Brand emailed
I received a number of counterfeit claims from a brand who caused my account to be deactivated. 11 in total.
I personally reached out to the employee, at the brand who was able to revoke 7, or the 11 complaints, leaving 4.
He emailed exactly as described in the message from Amazon, but for 4 weeks they have refused to accept or even look at this email.
The email was sent from the same one that applied the complaints.:
To : notice-retraction@amazon.co.uk
From : (same email that applied the complaints)
Dear Amazon:
We would like to retract our trademark infringement Complaint(s) against xxxx registered with email account xxxx.
After working out the issue with xxx, we are now convinced that the Complaints mentioned above should be withdrawn. Please consider this retraction in xxxx appeal to reinstate its account.
Thank you.
Kind regards
xxxx (person who applied the complaints)
I cannot fathom why this is not being accepted under “-- A retraction from the rights owner to be sent to Amazon directly. You can find the contact information of the rights owner in the listing deactivation communication you have received.”
When I reach out to support, quoting this email, I am told “Thank you for your submission. We do not accept forwarded retractions or settlement agreements. Please request the rights owner to submit a retraction for this complaint following the instructions included in the notice acceptance confirmation that they received.”
How can I get a member of the account health team to view the original email (date: Jun 30, 2023, 6:45 AM) and acknowledge the retraction, as the remaining 4 complaints are still affecting our account.
I’ve been trying to call the account health specialists for the last 3 months but the call me back feature has never seemed to work. It would always say “Dialling your number” then immediately say “Your call has ended. If you need to speak to us again, please request another call.”
When I do the above with seller support there never seems to be any issues but they cant help.
Brand emailed
I received a number of counterfeit claims from a brand who caused my account to be deactivated. 11 in total.
I personally reached out to the employee, at the brand who was able to revoke 7, or the 11 complaints, leaving 4.
He emailed exactly as described in the message from Amazon, but for 4 weeks they have refused to accept or even look at this email.
The email was sent from the same one that applied the complaints.:
To : notice-retraction@amazon.co.uk
From : (same email that applied the complaints)
Dear Amazon:
We would like to retract our trademark infringement Complaint(s) against xxxx registered with email account xxxx.
After working out the issue with xxx, we are now convinced that the Complaints mentioned above should be withdrawn. Please consider this retraction in xxxx appeal to reinstate its account.
Thank you.
Kind regards
xxxx (person who applied the complaints)
I cannot fathom why this is not being accepted under “-- A retraction from the rights owner to be sent to Amazon directly. You can find the contact information of the rights owner in the listing deactivation communication you have received.”
When I reach out to support, quoting this email, I am told “Thank you for your submission. We do not accept forwarded retractions or settlement agreements. Please request the rights owner to submit a retraction for this complaint following the instructions included in the notice acceptance confirmation that they received.”
How can I get a member of the account health team to view the original email (date: Jun 30, 2023, 6:45 AM) and acknowledge the retraction, as the remaining 4 complaints are still affecting our account.
I’ve been trying to call the account health specialists for the last 3 months but the call me back feature has never seemed to work. It would always say “Dialling your number” then immediately say “Your call has ended. If you need to speak to us again, please request another call.”
When I do the above with seller support there never seems to be any issues but they cant help.
33 replies
Seller_7VbclcPFFRTnc
They need to add your merchant token number
Seller_XdmZXRjqRfRIc
I’m not sure what that is.
I’ve followed exactly as requested :
– A retraction from the rights owner to be sent to Amazon directly. You can find the contact information of the rights owner in the listing deactivation communication you have received.
The rights owner has emailed directly, with all 4 complaint ID numbers, on the email above.
I cannot get through to anyone at all in account health to discuss this, and they apparently only work on the phone line that is broken.
Is there anyone I can email this to ?
Seller_pKdF0dnvoraDu
Hello @Cain_Retail,
Virgil here to assist.
Thank you for providing insight into your current account status. My goal is to give you further guidance on the next steps.
In order to get an in-depth understanding of the issue, and to assist you better, we would request you to kindly share the performance notification or email pertaining to the account deactivation and appeal rejection, if any.
Furthermore, please share a screenshot of any error message that you encounter while requesting the call via the call me now button.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Best Regards,
Virgil.
Seller_XdmZXRjqRfRIc
Original email :
Hello, We removed some of your listings because we received a report from a rights owner that they may infringe the rights owner’s trademark. The rights owner communication about the alleged infringement and the listings we removed are at the bottom of this message. Why did this happen? We received a report from a rights owner that one or more of your listings are inauthentic. Listing content infringing on the intellectual property of others is against our policies. We’re here to help. If you need help understanding why your listings may infringe the intellectual property rights of others, please search for “Intellectual Property Policy” in Seller Central Help (https://sellercentral-europe.amazon.com/gp/help/external/201361070). How do I reactivate my listing? Go to Received Intellectual Property Complaints under the Product Policy Compliance section in account health (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_mpa) and locate the deactivation record for this product listing. Click on the Appeal button next to the listing deactivation record to submit information necessary to reactivate your listing. Have your listings been removed in error? If you have never sold or listed the product, please reach out to us and tell us. If you think that the rights owner has made an error in sending the notice, please reach out to the rights owner and ask for a retraction of the notice. To retract the complaint, the rights owner must send the retraction to us at notice-retraction@amazon.co.uk or use the retraction function in Brand Registry. These are the rights owner’s contact details:
Tom McCarthy ecommerce@beautykitchen.co.uk
We can only accept retractions if the rights owner clearly states that they made an error. For any other reason, please explain to us why you were warned in error so that we can investigate the case.
ASIN: B08R7PGGVY Title: Beauty Kitchen The Sustainables Fragrance Free Organic Vegan Friendly Hand & Body Lotion, Softens and Hydrates Skin, Suitable for Sensitive Skin 150ml Infringement Type: Counterfeit Trademark: UK00002515718 Complaint ID: 8828476082 Rights Owner Communication:
Sincerely, Seller Performance Team https://www.amazon.co.uk Amazon.co.uk You can view your account performance (https://sellercentral-europe.amazon.com/performance/dashboard?reftag=email_warn) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon. – iOS: https://itunes.apple.com/us/app/amazon-Seller/id794141485 – Android: https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en
Rejection :
Hello, We received your submission but do not have enough information to reactivate your listing at this time. To reactivate your listing, please provide any one of the below documents for proving authenticity of your listings: – A letter of authorization (LOA) or licensing agreement (LA) from the rights owner indicating that you are authorized to use their intellectual property. You can find the contact information of the rights owner in the listing deactivation communication you have received. – An invoice to indicate that your products are original and are not duplicates or copies thereby infringing on the intellectual property. – A retraction from the rights owner to be sent to Amazon directly. You can find the contact information of the rights owner in the listing deactivation communication you have received. Has your listing been deactivated in error? If you believe there has been an error, please tell us why. Your explanation should include how your listing(s) have not violated the brand’s intellectual property along with documents mentioned above to support authenticity. How do I send this information? If you are appealing an action we have taken on your listings for an intellectual property complaint, go to Received Intellectual Property Complaints in the Product Policy Compliance section on Account Health (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_mpa). Locate the deactivation record for the product listings you want to appeal and click on the Appeal button next to the record to submit your appeal to reactivate your listings. If you want to submit additional information, click on the “View appeal” button next to the deactivation record. Click the “Submit additional information” button to submit information necessary to reactivate your listings. What happens if I do not send the requested information? If we do not receive a response, the listing will remain deactivated. The violation record will remain on your Account Health page for up to 180 days after the listing was deactivated or until the violation is addressed. Deleting your listing on this ASIN does not sufficiently address the reason for the violation and will not result in its removal from your Account Health page. Leaving this and other listing violations unaddressed may result in account deactivation. ASIN: B08R6FM2RN Complaint ID: 8828689582 You can view your account performance (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_mpa) or select Account Health on the home screen of the Amazon Seller app on your iOS or Android device. The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Sincerely, Amazon.co.uk
Email from brand (personal information retracted)
From : ecommerce@beautykitchen.co.uk
To : notice-retraction@amazon.co.uk
Cc: retailcain@xxx.com
Date : 29 June 2023, 13:36
Dear Amazon:
We would like to retract our trademark infringement Complaint(s) against Retailcain registered with email account retailcain@gmail.com.
After working out the issue with Retailcain, we are now convinced that the Complaints mentioned above should be withdrawn. Please consider this retraction in Retailcain appeal to reinstate its account.
Thank you.
Kind regards
Tom McCarthy
Seller_XdmZXRjqRfRIc
Cain Retail is my trading name. Everything is there and submitted as requested, just can’t get anyone to take ownership.
Seller_XdmZXRjqRfRIc
Really ?
Amazon support would reject this because they put the name back to front?
Why wouldn’t I have been told this weeks ago ? Why is it so hard to get support when all of my trading was stopped, and now at risk ?
Seller_XdmZXRjqRfRIc
To whom it may concern
We would like to retract our trademark infringement Complaint(s) against Cain retail registered with email account retailcain@gmail.com and merchant token of xxx
After working out the issue with Cain retail, we are now convinced that the Complaints mentioned above should be withdrawn. Please consider this retraction in Cain retail appeal to reinstate its account.
Thank you.
Kind regards
Tom McCarthy
Another email sent from the brand to revoke the claim.
Seller_XdmZXRjqRfRIc
Does the exact wording matter that much?
They are specifically stating to retract their complaints regardless.
Seller_XdmZXRjqRfRIc
All 4 complaint IDs are in the title of the email.
