Receiving a USAN complaint on Amazon can be stressful, especially when it leads to a sudden listing removal or account suspension. USAN stands for Utility, Service, and Network, and these complaints usually come from major brands or rights owners who claim that your product listing infringes on their trademark, brand name, or intellectual property in some way.
Amazon treats USAN complaints seriously because they often involve well-known companies with registered trademarks. Even a single complaint can put your seller account at risk if it is not handled correctly. Understanding what a USAN complaint is, why it happens, and how to respond the right way can make the difference between a quick reinstatement and a prolonged suspension.
A USAN complaint is a type of intellectual property complaint filed by a recognized brand, utility provider, or network company. These complaints often involve claims such as unauthorized use of a brand name, trademark misuse, or selling products that are not approved for resale.
Unlike generic IP complaints, USAN complaints often come from companies with a strong legal presence. Amazon typically removes the affected ASIN immediately and may suspend the seller account if it believes there is a pattern of violations.
Many sellers receive USAN complaints without realizing they have done anything wrong. Some of the most common causes include:
Using a brand name in the title or bullet points without authorization
Selling branded products sourced from unauthorized distributors
Listing incompatible or generic products under a branded ASIN
Using images or descriptions copied from the brand owner
Selling refurbished or altered items as new
In some cases, sellers inherit the problem by taking over an existing listing that already violates brand rules.
The first step is to read Amazon’s performance notification in detail. This message usually identifies the ASIN involved, the complainant, and the type of violation. Do not rush into submitting an appeal without fully understanding what Amazon is alleging.
Pay attention to whether the complaint mentions trademark misuse, counterfeit concerns, or unauthorized resale. Each issue requires a different type of response.
Before taking action, determine if the USAN complaint is legitimate. Ask yourself:
Do I have invoices from an authorized supplier?
Am I using the brand name correctly and only where permitted?
Is my product materially different from the brand owner’s version?
If you are confident that you are compliant, you may be able to resolve the issue by contacting the rights owner directly. If the complaint is valid, your focus should shift to corrective action and compliance.
Amazon expects sellers to fix the root cause before submitting any appeal. Depending on the situation, this may involve:
Deleting the affected ASIN entirely
Removing brand names from titles and descriptions
Switching the listing to generic if allowed
Stopping sales of the product permanently
Taking real corrective action shows Amazon that you are serious about compliance and not just trying to regain selling privileges.
If your appeal requires documentation, make sure it is complete and accurate. This may include:
Invoices dated within the last 365 days
Supplier contact information
Authorization letters from the brand owner
Proof of product authenticity
Never submit altered or fake documents. Amazon’s systems are highly advanced, and submitting false information can result in permanent account deactivation.
The Plan of Action is the most important part of fixing a USAN complaint. Amazon reviewers want clarity, not excuses. A strong Plan of Action should include three parts:
Root Cause
Briefly explain what caused the issue. Take responsibility instead of blaming Amazon or the complainant.
Corrective Actions
Explain exactly what you did to fix the problem, such as removing listings or updating product information.
Preventive Measures
Describe the steps you have taken to ensure the issue does not happen again, such as improved supplier verification or internal listing checks.
Keep the tone professional, factual, and respectful.
Once everything is ready, submit your appeal through the appropriate section in Seller Central. Make sure the appeal is concise and directly addresses Amazon’s concerns.
Avoid emotional language, long explanations, or irrelevant details. Amazon reviewers typically spend only a short time on each appeal, so clarity is critical.
If Amazon rejects your first appeal, do not panic. Carefully review the response and identify what may be missing. Sometimes Amazon wants more detail, clearer preventive steps, or better documentation.
Each resubmission should improve on the previous one. Repeating the same appeal without changes can hurt your chances of reinstatement.
Many sellers unintentionally make the situation worse by:
Submitting rushed or generic appeals
Denying responsibility without evidence
Ignoring preventive measures
Contacting Amazon support instead of using the appeal system
Continuing to sell similar products during the review
Avoiding these mistakes can significantly increase your chances of success.
USAN complaints involve intellectual property rules that can be difficult to navigate without experience. A poorly written appeal can lead to extended downtime or permanent account loss.
Amazon Appeal Pro specializes in handling complex USAN-related cases and helping sellers restore their accounts through a professional Amazon Suspension Service that focuses on compliance, accuracy, and long-term account health.
If you want help crafting a strong appeal or understanding how to prevent future complaints, expert guidance can save time, revenue, and your seller account. Contact Amazon Appeal Pro at (954) 302-0900
