We made the first violation report last month via Brand Registry for Trademark infringement which was accepted within 2 days and the listing hijacker removed.
We then went on to report several other hijackers on the same ASIN in exactly the same way as the first hijacker, however the reports are still in the review status, some after 20 days, is this normal ?
The confirmation email received when filing the reports says it usually takes 1-2 days.
Furthermore, we tried to escalate one of the complaints after 18 days to see if this helped, but we kept getting a generic response saying Amazon can’t take action as the infringement had already been removed on the relevant marketplace. It hasn’t, the hijackers offer is still live.
I suspect we were just getting a template response from the dreadful seller support.
Do we just carry on waiting? Or is there something else we should do ?
It’s not uncommon for Amazon’s response times on Brand Registry infringement reports to vary, especially if there’s a surge in reports or if the case requires additional review. However, a delay of 20 days is unusual, particularly when the confirmation email states 1-2 days. If escalations are yielding generic responses, consider reopening the case and explicitly requesting that it be reviewed by the Brand Registry team or a supervisor. Include all relevant evidence (e.g., screenshots, order IDs) to reinforce your case.
thank you for joining the forum. I am sorry to hear that you are experiencing issues with a hijacker. You are correct, from my own experience, Amazon will normally remove any reported hijackers from listings within no more than 1-2 days.
If they are still live, I suspect that they either appealed the complaints with invoices or it was the first removed seller who appealed. When Amazon sees that someone is appealing, they will often stop processing additional reports.
Infringement matters are best handled by legal means. This is why you shouldn’t rely on Amazon’s tools and take a legal action instead.