Seller impersonating our brand and using our business address

[the_great_maffoo]

We've been getting multiple EBAY items 'returned' to our business address, yet don't sell clothing and don't sell on EBAY. After looking at the product listings we've found a seller has been using our Business name  and registered business address as their own, so all returns are coming to us.

EBAY have been incredibly unhelpful in dealing with this, even though we've shown our registered trademarks, sent a Notice of Claimed Infringement and had multiple email/phone conversations.

Has anyone else encountered this? What can we do to make sure the seller is banned? Why won't EBAY do anything to protect brand owners?

Many thanks,

Matt

[papso22 · Accepted solution]

See the VeRO link at the bottom of the page for brand protection, but the address issue seems to be a common one at the moment and you are right, ebay doesn't seem to act.   As they are impersonating your business you probably need legal advice and ebay might take notice of a solicitors letter.

[the_great_maffoo · Accepted solution]

Thanks Papso, I've already gone through that and submitted. It looks like the seller was taken down for a week but are straight back up again making sales, and we're getting more returns than ever! It wouldn't be so bad if the product was any good, but it's all such low quality, clearly a really dodgy seller who wants other businesses to take the wrap for their rubbish!

[papso22 · Accepted solution]

If it's any consolation, I have had a look at their listings and I would not connect their ID with your ltd company name and brand. So I think your biggest problem is the load of old tat that arrives at your premises. There is a VAT number on their listings, is that yours as well? If it is then HMRC might be a good place to report them.

Edit - just checked and they are displaying your VRN.  I also suspect they are actually based in China given the language used and the delivery time frames.  

[the_great_maffoo · Accepted solution]

Thank you, I can't seem to find the VAT number for them on their store front, where can I find that? Also, forgive my ignorance but what's a VRN? (Google search showed Vehicle Registration Number!) Thank you for your help

[papso22 · Accepted solution]

Sorry, it's shorthand for Vat Registration Number! They are showing 946409501 under business details on their listings.

https://www.ebay.co.uk/itm/Womens-Boho-Floral-Wrap-V-Neck-Maxi-Dress-Ladies-Long-Holiday-Beach-Sundr...

[the_great_maffoo · Accepted solution]

Oh dear, that is our VAT number, looks like a call to HMRC is in order, wish me luck!

[papso22 · Accepted solution]

Good luck! They should treat it seriously, someone is collecting VAT that is not being handed over to HMRC, and fraudulently using your VAT number to gain credibility. HMRC may treat you as 'HUMINT', which stands for Human Intelligence, don't be alarmed by that.