Your IP Claim should contain contact details for the rights owner. They should be the first ones you contact.
You may want to start by asking for the basis of their complaint and assuring them that you are taking their complaint seriously. Hopefully their reply will help you see if you really did violate their intellectual property or if the complaint isn’t accurate.
Once you understand the complaint, and feel you are not in violation, you can ask the brand to issue a retraction with Amazon. They may do this if they see that you are not in violation or if you agree to close your listings of the affected ASINs.
Of course, there is always a chance that the brand will ignore you and never reply to your email.
I would send a followup email at 24-48 hours. That way, you can let Amazon know that you contacted the rights owner twice and received no reply
It’s important that you show Amazon that you’re taking this seriously and that you’re trying to do the right thing.
Template for Responding to Amazon
Dear Seller Support,
Thank you for sending us the violation notice. We have received the notice and are actively contacting the brand owner to retract the IP claim.
In the meantime, we are removing all of the inventory we have in Amazon and will delete/close the listing. We plan to not sell this product or any other products under this brand.
We want to assure you that we’re taking this matter seriously and all the steps necessary to amend this issue.
Thank you for your time.
[Your company]
You can ask the brand to issue a retraction with Amazon
Template for Responding to Brand Owner
Dear [Brand Owner],
Thank you for reaching out to us regarding this matter. We understand your complaint and will not be selling your products on Amazon. Any item in Amazon will be removed from our inventory.
We apologize for this and assure you that it will not happen again.
Sincerely,
[Your Company]
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