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🔧 Turn Post-Purchase Problems into Brand Loyalty with Manufacturer Support
by Seller_hme3Wbydd1ihr

Hello Sellers,

Returns don't always mean something's wrong with your product. Often, it just means the customer didn't get the help they needed in time: a setup issue, a missing part, a quick "how do I use this?" moment.

Left unresolved, these turn into returns. Resolved early, they turn into retained customers.

What Amazon Product Support Does

Amazon Product Support is built to catch these moments. It helps customers troubleshoot issues, set up products correctly, and find quick resolutions before they decide to return.

Where Manufacturer Support Comes In

When the issue needs deeper expertise, Manufacturer Support connects customers directly to your brand's official support channels, including phone, website, or service portals.

No guesswork. No generic responses. Just accurate, brand-led support when it matters most.

Why This Matters for Your Business

  • Fewer avoidable returns because problems get solved at the source
  • Better customer experience without adding friction to the buying journey
  • Direct interaction with your customers so you maintain post-purchase visibility with your brand
  • Real impact: 64% of customers who use Manufacturer Support don't end up returning their product

What It Takes to Participate

  • Brand Registry enrolment
  • Active support channels (phone, website, or service portal)

The Shift

Post-purchase doesn't have to be a cost centre. Handled right, it's where you retain customers, build trust, and protect revenue.

You can explore Amazon Product Support in Seller Central to get started.

Have you used Product Support or Manufacturer Support for your brand? What's been your experience with post-purchase customer interactions? Share your thoughts below!

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Please help me! Someone copied my link and I accidentally deleted it, so now it's someone else's link!!! I shipped 100,000 worth of goods!!! Amazon's customer service is all human and I can't make calls, what should I do!!! Online help!!!
by Seller_Spe7Ff9Mz8OKE

Please help me! Someone copied my link and I accidentally deleted it, so now it's someone else's link!!! I shipped 100,000 worth of goods!!! Amazon's customer service is all human and I can't make calls, what should I do!!! Online help!!!

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Amazon store struggling
by Seller_0vxqHy1XlkXZC
Amazon replied

My Asins are being incorrectly classified as toys, they were not listed as toys they were listed in the party games section in the Home & Kitchen > Arts & Crafts > Party Supplies > Party Games & Activities category.

My asins are now being turned off, how do I stop this? I have appealed, its has been rejected, I have called seller support, he told be to appeal again. I apeal again, it gets rejected so I email. The reply is that my help case is in the incorrect place I need to appeal.

Can someone please reply? I do not want anything drastic, just for Amazon to stop messing with my Asins :(

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Infringement claim been stuck under review for nearly 10 days with no contact from amazon
by Seller_ZHlNv1dQ1LsSj
Amazon replied

I submitted an infringement claim which has now been stuck in the status under review since the 21st of October. Since I submitted the complaint, I have received no additional communication from Amazon. I have already tried to use the escalate an infringement related complaint button, however I received a standard scripted message from amazon :

Hello, We will investigate the issue that you brought to our attention regarding ASIN and take appropriate action.

Since this message on the 28th of October, I still have not received any updates. Normally with infringement claims, I receive an email within 2 days either taking action or stating that the review can take up to another 72 hours, however this time I have received nothing for over 10 days now. All of my claims have been legitimate complaints, and my account is very healthy, with a health of over 340, and I have been selling on amazon for about 3 years now.

If this issue cannot be resolved, than chinese sellers will continue to be able to offer counterfeit versions of my products.

The reason I am posting on the forums is to try to get some help from amazon employees @Seller_z3k8APxGfbQEK @Seller_PIHyltK09pbl3, or anyone else that can help.

2 complaints have been submitted, one on the 21 October complaint id 11630580952 , and one on the 29 October case id 11658912982 , and a test order was also submitted to support these infringement complaints. I am aware that duplicate infringement complaints are not meant to be filed using the report a violation tool, however I tried to escalate the original complaint and still received no resolution, hence the second complaint.

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Selling Application - Brand Authorisation Request to sell a brand - Constantly rejected - Please help
by Seller_EKb6Ra0O1vQ12
Amazon replied

Hi,

We have never hit a brick wall like this before with trying to obtain brand authorisation to sell MINECRAFT and really need help please as the Christmas rush is about to begin and we are unable to send our stock into Amazon!

We have applied so many times now (we've been trying consistently for over a month) and just keep getting declined.

It does not make sense as we have obtained so many different character brands over our time on Amazon and all SUCCESSFUL but nobody will help us with MINECRAFT.

Also I want to add that I have added absolutely everything I possibly can: certificates, invoices, letters of authorisation and so much more than my manufacturer and licensor has supplied to me and even they cannot understand why I am not getting approved as these have worked for their other customers who also sell on Amazon.

Amazon please can you help us as this is now crucial and urgent before Christmas shopping begins

@Seller_DNQGSsdC7DccM

@Seller_z3k8APxGfbQEK

@Seller_TSXM2A5nxWSuH

@Seller_fgtTzyHQfOM1x

@Seller_hnDMgUKxMh1V4

@Seller_VJ4XoAkjDpjPH

@Seller_XUNeUuvrQDpgP

@Seller_mIRnuhdx7l5sN

@Seller_gAhPNiLrkfTcr

@Seller_iTgjdgiRqiPsn

@Seller_PIHyltK09pbl3

@Seller_lmwzklfLOK2Ob

Related case id: 11584856812

Many thanks

Ellie

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Seller_Ccvj0pgTgno5c
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UK00004252075
by Seller_Ccvj0pgTgno5c
Amazon replied

1) Yes, I'm the TM Owner

2) Yes, I have an agreement with the third-party manufacturer

3) No, I haven't got a website yet

4) No, this is my first time registering my own Brand

5) No, I don't sell on other websites.

6) Expanding Breathing Ball Multi-colour plastic magic DNA stress relief adult & children novelty toy


{personal data removed, moderator edit}

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Day 14 – 240 Brand Listings Blocked Despite Valid GS1 Prefix – Catalogue Validation / Brand Registry Issue
by Seller_kTw3EUTkQhcQB

I’m reaching out for advice regarding a Brand Registry / GS1 validation conflict that has now reached Day 14 without resolution.

On October 10, 248 Brand Registry listings were suddenly marked inactive for “GTIN and brand mismatch.”

We are an enrolled Brand Registry brand with verified GS1 UK prefixes and a registered UK trademark.

Despite providing full documentation several times, the issue remains unresolved.

It appears to be a catalogue-validation conflict between Amazon’s GTIN verification process and GS1 registration data. All identifying information and documents have been provided privately through official case logs.

This post is to seek advice from others who may have faced a similar GS1 prefix validation issue.

Documentation Already Provided (Multiple Times)

  • GS1 UK Annual Licence Certificate (valid to Oct 2026)
  • UK Trademark Certificate (Registered)
  • Certificate of Incorporation
  • Letter of Affiliation (brand ↔ GS1 prefix owner)
  • GS1.org verification screenshots showing GTINs registered under the same company prefix

Each document has been acknowledged as valid by multiple Amazon teams and escalation agents.

Evidence of Validation Conflict

Amazon currently still has 47 active listings using the GS1 prefix 50566802, but 248 listings using the same prefix remain deactivated.

Examples verified on GS1.org:

  • GTIN 5056680203076 – Active and selling on Amazon
  • GTIN 5056680203977 – Deactivated (listed as “GTIN/brand mismatch”)

Both GTINs validate as legitimate and registered to the same entity via GS1 UK. This shows a discrepancy in Amazon’s catalogue GTIN validation logic, not in our documentation.

Timeline of Events

  • Oct 9–10: Listings flagged and deactivated → Case 11595007842
  • Oct 10–17: Repeated “under investigation” responses from Brand Registry Support
  • Oct 17: Escalated through executive channels → Case 11623067072
  • Oct 18–22: Documents resubmitted multiple times; last confirmed receipt on Oct 22
  • Oct 22 – Present: No further communication from support or executive teams; both cases still open

Request for Advice

Has anyone encountered Amazon’s system accepting some GTINs but rejecting others from the same verified GS1 prefix?

If so, how was it resolved?

We’ve escalated through every official channel, yet have had no update since October 22.

Any insight from others who’ve faced a similar Brand Registry / GS1 catalogue validation conflict would be greatly appreciated.

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Waiting for response on case ID 11584719582
by Seller_iAKUGIz5YXGbw

Dear Amazon Team,

I am writing to follow up on my (Case ID: 11584719582), which was submitted over a week ago. we have not yet received any response or update regarding the request.

Kindly review the case at your earliest convenience and advise on the next steps. Your prompt attention to this matter would be greatly appreciated.

Best regards,

Leisure Master

@Ezra_Amazon @Spencer_Amazon @Winston_Amazon @Sarah_Amzn @Roberto_Amazon @Julia_Amzn

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