ASIN Brand hijacked- URGENT!
@Jim_Amazon @Sandy_Amazon
Hi Jim,
I found through other seller posts, wanted to reach out as my ASIN is hijacked since March 6, reported abuse, case is filed but the hijacker sits on my listing starting 8AM every morning up until 9PM EST. Steals buy box, sales. They have already got counterfeit in their seller feedback, not sure why they are not trashed yet.
ASIN: B0DJPS8CT4
CaseID: 17398292161, required screenshots, case history is presented already to internal team & is being reviewed, I just wanted to know the timeline for the same & what is exactly happening since its a week, I lost rank/sales and completely anxious.
I have also reported violation on Brand Registry, Case ID: 17403172411
Please help me!! I am the only brand registered owner of OHaai, need protection.
ASIN Brand hijacked- URGENT!
@Jim_Amazon @Sandy_Amazon
Hi Jim,
I found through other seller posts, wanted to reach out as my ASIN is hijacked since March 6, reported abuse, case is filed but the hijacker sits on my listing starting 8AM every morning up until 9PM EST. Steals buy box, sales. They have already got counterfeit in their seller feedback, not sure why they are not trashed yet.
ASIN: B0DJPS8CT4
CaseID: 17398292161, required screenshots, case history is presented already to internal team & is being reviewed, I just wanted to know the timeline for the same & what is exactly happening since its a week, I lost rank/sales and completely anxious.
I have also reported violation on Brand Registry, Case ID: 17403172411
Please help me!! I am the only brand registered owner of OHaai, need protection.
60 replies
Dougal_Amazon
Hello @Seller_8x3sNQfLEdD3H,
My name is Dougal from the Community Manager Team and I happy to assist wherever I am able. The case ID and complaint ID you mentioned which are both still in review so I cannot comment on how that will turn out.
I always advise reviewing the Intellectual Property for Rights Owners help page. I suggest paying specific attention to the "Types of notices not accepted on Amazon," section. Specifically the Exclusive Distribution bullet point. Report a violation submissions should include Specific identification of the IP you believe is infringed.
Please let me know if you have any further questions or if you need assistance after a decision is made on your complaint ID.
Best, Dougal
Dougal_Amazon
Hello @Seller_8x3sNQfLEdD3H,
Both your cases are less than 24 hours old and although your complaint ID is from March 7th, are all still being investigated.
Once those teams have had the opportunity to review your submissions and investigate, they will provide a response.
You are welcome to come back here once they have been responded to, let me know and then I will review the decision and reasoning. Only at that time can I provide additional guidance or escalate if that is what is needed.
I appreciate your understanding and patience as the appropriate teams review all the info you provided.
Best, Dougal
Seller_8x3sNQfLEdD3H
Yes, those are the most recent ones, I did initially file a couple since the day the listing got hijacked. Thanks again, I am desperately seeking Amazon's support here.
Dougal_Amazon
Hi @Seller_8x3sNQfLEdD3H,
If you like, I can provide feedback on some of your older submissions if you can list those complaint ID's here. If you reported with the same info, my feedback may be relevant for future submissions and if the current complaints are not accepted.
Having read the current complaint ID submitted in Brand Registry, based on the steps provided in reporting violations on the Intellectual Property for Rights Owners help page, you did not include:
- Specific identification of the IP you believe is infringed
- Nature of infringement
When filling our a complaint submission in Brand Registry, an example if the "Additional information" box is viewable before you beginning typing, I recommend reading and following as close as possible to that example. Remember that this workflow is to report Intellectual Property violations so you will need to provide how the product you received on your test buy violates your IP.
Hope this helps.
Best, Dougal
Seller_8x3sNQfLEdD3H
Hi @Dougal_Amazonthis is the current complaint I reported through Brand Registry report infringement, the seller is using my product listings and selling counterfeit. Provided with the order # as well.
Complaint ID: 17411350231
Dougal_Amazon
Hello @Seller_8x3sNQfLEdD3H,
The complaint ID you provided was not submitted via the report a violation workflow in Brand Registry, but I was able to review and see that the team responded yesterday and provided detail as to why this complaint was not accepted.
In addition, if you are focusing in on the seller is sending counterfeit product, provide only information as to how that product is counterfeit. Do not discuss losing the featured offer or sales rank.
This advice is referenced in the Reporting Infringement section of the Intellectual Property for Rights Owners help page. I strongly recommend reviewing this help page in its entirety to avoid future rejections of complaints.
Best, Dougal
Seller_8x3sNQfLEdD3H
Hi @Dougal_Amazon, thanks, the option to select counterfeit option on trademark infringement requires an active trademark while my brand's is an active pending trademark, what is the best approach I would need to follow? I am confused.
Dougal_Amazon
Hi @Seller_8x3sNQfLEdD3H,
If there is no other intellectual property infringement, you cannot utilize the report a violation workflow in Brand Registry because this is ONLY for reporting Intellectual Property violations.
IF there is another abuse of Amazon Policy, you should click on "Report Abuse," from your account Health Dashboard and select the appropriate option, fill out the required info and submit. Since we may have established that the root cause may not be an IP violation, stay away from selecting that when reporting abuse.
For example, if in your test buy the product you received is different than the product on the listing, you would choose, "The product received is different than the product on the detail page (different version, model or product)." You would then provide the order ID and relevant detail to HOW the product you received is different than the listing.
I hope this further clarifies and provides some actionable steps you can take.
Best, Dougal
Seller_8x3sNQfLEdD3H
Yes, I understood the protocol for Brand Registry case violation reporting, Thanks @Dougal_Amazon, I already spoke to an account health team member couple days back and they have drafted a strong case on the same grounds, it is under investigation. CaseID: 17404471291( primarily for counterfeit and hijacking).
Awaiting response for the same. Typically how long it takes? Any timeline estimates?
Dougal_Amazon
Hi @Seller_8x3sNQfLEdD3H,
Unfortunately, I do not have an ETA because every case is different, there are just too many variables to give an accurate timeline estimate.
I can however, check in on a case to see where it might be as it progresses.
Generally speaking, I would say wait at least 7 business days before seeking an update.
Feel free to drop back in and ask me to check in on the case if you want. I may not be able to provide a ton of detail, but I can see where it might be in the investigation process.
Best, Dougal
Seller_8x3sNQfLEdD3H
Hi @Dougal_Amazon this is the recent case ID raised through report abuse(via account health), have shared the test buy order ID stating the product received is a counterfeit, I do have images but not sure how can I share the same as I see no attachment options. Case ID: 17404471291
Any recommendation? Can you also help me with the status quo as this seller already received multiple seller feedback showing they are counterfeit & fake. Pls help.
Dougal_Amazon
Hello @Seller_8x3sNQfLEdD3H,
When reporting via Report Abuse, these typically generate a complaint ID. This is a case ID and as I see it today, is very minimal in the detail provided by you (there is just 1 sentence fragment, no order ID, no detail describing the issue and no mention of "counterfeit.")
Perhaps you pasted the wrong case/complaint ID?
I think it is worth providing a more clear definition of a counterfeit product. I advise reviewing, "CRM 1500-1999 1715. Trademark Counterfeiting -- Requirements For A "Counterfeit Mark," which can be found on the US Justice Department website. Currently, your TM is not registered. It is "LIVE/APPLICATION/Awaiting Examination," according to USPTO.
Because of the information above, a complaint submitted for counterfeit will be rejected. So if the product you received on your test buy does not match the detail page, this is reported via "Report Abuse," and depending what you had received in your test buy, select "The product received is different than the product on the detail page (different version, model or product)." Then, I suggest you provide detail of HOW it is not the same as the detail page while avoiding the term "counterfeit."
The status quo for reporting abuse of amazon policy is Report abuse in the Amazon store and the Intellectual Property for Rights Owners help page.
Best, Dougal
