We’re facing a serious issue where the brand name on an existing product listing was changed without authorization. We’re an authorized reseller, and we have valid invoices and product images to prove the original brand.
Here’s what we’ve done so far:
Submitted a Brand Update request - rejected despite proper documentation.
Escalated the issue through Seller Support Chat — they said it was sent to the internal team, but the
case was closed without resolution.
Reported the abuse through the Report Abuse form — currently waiting
• Also posted on the Amazon Seller Forum — no clear path so far
This appears to be a case of catalog hijacking or brand attribute abuse, and Amazon keeps routing us in circles.
If you’ve ever dealt with a similar issue, how did you get it resolved?
Is there any known effective escalation method or contact point that worked for you?
If yes, definitely hit them up! Send them the ASIN, a pic of the wrong brand on the listing, and your proof that you’re authorized to sell their [Your Brand Name] stuff.
Ask them to report the changes through their Brand Registry account.
Regarding seller support closing the cases without any solution, hmm it happened to me before and the only solution was to keep opening new cases but always mention the previous case id numbers + speak with them over the phone.
Be crystal clear in your new case: “Wrong brand on ASIN [ASIN Number]! It shows ‘[Incorrect Brand Name]’, but it should be ‘[Your Brand Name]’. I’m an authorized seller for ‘[Your Brand Name]’ and have all my proof.”
When you open the case, right away ask for a supervisor, manager, or the “Catalog Team” / “Listings Team.” Let them know standard support couldn’t sort it.
Emailing Amazon Teams (Use as a Last Resort!)
If you’re truly stuck after trying Seller Support multiple times, you might want to contact these departments.
Keep it short, super professional, give all case IDs, the ASIN, correct brand, wrong brand, and attach your proof.
A couple of general ones people sometimes mention for UK issues (but no guarantees!): [email protected] (for general performance/listing integrity issues)
Thank you very much for your advice and the solution on how to proceed! These listings were not under Brand Registry and were created a long time ago under different brand names… or, if I’m not mistaken, under variations of those brand names. The brands themselves didn’t monitor the listings or Amazon overall, and weren’t actively selling on Amazon.
We were selling the products directly from the brand, we have photos of the products and invoices.
The problem is, as far as I understand, since there is no Brand Registry, it will be difficult to prove anything to Amazon.
From my experience, the most effective escalation path is to file a detailed case with Seller Performance or Catalog Team via a formal appeal through “Update Product Information” with clear subject line: “Urgent: Brand Attribute Abuse - Unauthorized Brand Change on ASIN [ASIN]”.
Attach high-resolution product images showing the correct branding, your invoices from authorized distribution, and a screenshot of the original listing (if available). In parallel, open a case under “Report a Violation” via Brand Registry (if you’re enrolled), or get the brand owner to do so. Also, escalate through “Seller Support > Other Issues > Product page issue > Escalate to catalog integrity”.
If there’s no action within 48 hours, email [email protected] or [email protected] with your ASIN, supporting documents, and timeline of failed support attempts.
Be concise, factual, and formal, emphasizing potential harm to customer trust. This often triggers a real investigation.