How to appeal a violation of intellectual property if the complainant does not respond?
Good day! Our account on the Australian market has been deactivated due to account violations.
August 9,2024 - we received 11 intellectual property violations, type - counterfit. We added these products by mistake, so we don't have invoices.
Amazon Support during the calls answered that these violations can be removed only if the complainant withdraws them.
We have been trying to contact the complainant for over a month and have not received any response.
How can we remove these violations if the complainant does not respond?
@Jessica_Amazon_ @Iwata_Amazon
How to appeal a violation of intellectual property if the complainant does not respond?
Good day! Our account on the Australian market has been deactivated due to account violations.
August 9,2024 - we received 11 intellectual property violations, type - counterfit. We added these products by mistake, so we don't have invoices.
Amazon Support during the calls answered that these violations can be removed only if the complainant withdraws them.
We have been trying to contact the complainant for over a month and have not received any response.
How can we remove these violations if the complainant does not respond?
@Jessica_Amazon_ @Iwata_Amazon
7 replies
Ken_Amazon
Hi @Seller_zsVXeHUDxiVHQ,
Thank you for your post.
Basically we will need you to wait for the complainant to respond.
Have you been in contact with any of the support teams about your issue?
Ken
Seller_zsVXeHUDxiVHQ
Hi, @Ken_Amazon
Thank you for your response.
We have contacted Seller Support, created multiple cases, and provided detailed explanations of our situation, yet our plan has not been reviewed. The complainant has not responded for over a month. Despite reaching out from various email addresses and exploring alternative contact methods, we have been unable to make any progress. What steps should we take in this situation?
Ken_Amazon
Hi @Seller_zsVXeHUDxiVHQ,
Thank you for your reply.
Can you share me the case ID of the ongoing case (which you mentioned that hasn't been reviewed)?
Ken
Seller_zsVXeHUDxiVHQ
Hi @Ken_Amazon ,
For example, in case ID 2867036963, I had a conversation with a representative, and the manager requested that I attach a Plan of Action for their team to review.
I attached the plan to the case; however, I have not received any response since then. The specialist informed me that the case status would change to "answered," but that a reply would follow later—this has not occurred.
Could you please review the plan I attached for your reference?
And other cases ID in which we sent plans: 2851992863, ID 2838311113, ID 2836311513
Ken_Amazon
Hi @Seller_zsVXeHUDxiVHQ,
Thank you for your reply, and thank you for sharing the case IDs.
In this case, I believe you will need to continue communicating with Account Health Support, not Seller Support.
Can you try contacting Account Health Support again, and ask if they confirm that you have already submitted the Plan of Action?
Ken
Seller_zsVXeHUDxiVHQ
Hi, @Ken_Amazon
I contacted Account Health Support, but the issue is that we do not have the option to submit a plan through our account. Additionally, the complainant has not responded for over a month. Account Health Support has declined to accept our plan or explanations for the intellectual property violations.
As a result, we are unsure who to reach out to next in order to reactivate our account.
Ken_Amazon
Hi @Seller_zsVXeHUDxiVHQ,
Thank you for your reply.
Sorry to hear that Account Health Support declined your plan.
Account Health Support will continue to be your main channel for this issue, but please check the Amazon Intellectual Property Policy help page if you haven't checked yet.
Ken
