To put you in the picture, I was first asked to provide invoices for 3 randomly selected ASINs as part of Amazon’s routine authenticity check. As I also sell through a physical shop and bought some of the items a while ago, I had lost/misplaced the invoice for a couple of the ASINs. This is what I sent in my first appeal:
The root cause of the issue
There are 2 issues.
I only possess the invoice for ASIN B00OAMTSJ8 which I have attached to this appeal. ASIN B00OAMTSJ8 is the 12th item on the invoice (SM MANUKA & MAFURA MASQUE 12oz). Unfortunately, the only information that this supplier puts on their invoices is their address. I understand that this is probably not enough information to verify the authenticity of the supplier and this is the first issue. Note: when adding the document, I have ticked all four checkboxes even though only the first criteria has been fulfilled as I am not to submit this appeal unless all four checkboxes are ticked.
The second issue is that, with regards to the ASINs B01NBWTUVZ and B0038TVHGG, the invoices have been misplaced/lost as these items were purchased a while ago (although within 365 days ago). Therefore although these items are authentic, unfortunately I am not able to prove this.
The actions that you have taken to resolve the issue
To resolve the issues, I have removed EVERY item from my inventory (including the ASINs B01NBWTUVZ, B0038TVHGG and B00OAMTSJ8) as I understand that it is important to be able to prove the authenticity of every item that I sell on Amazon. My inventory is now empty and I will only sell items that I can prove the authenticity of.
The steps that you have taken to prevent the issue going forward
From now on, I will only add an item to my Amazon inventory if I possess the invoice from the authorised distributor. This will ensure that every single item that I sell on Amazon is authentic which is important to both myself and Amazon.
Later I was asked for the invoices again and also address 3 points, so here’s my 2nd submission:
I have already supplied the invoices that I am able to supply so I will address the following points:
– The reason you are listing products that you are not approved to sell:
As far as I knew, I was not listing products that I am not approved to sell. I also run a physical shop in Birmingham and the products that I listed were in my shop. As some of the products were purchased a while ago, I have misplaced/lost the invoices for the ASINs B01NBWTUVZ and B0038TVHGG as mentioned in the first submission of my appeal.
– Steps you have taken to resolve this issue:
I have decided to delete the ASINs B01NBWTUVZ and B0038TVHGG from my inventory and I will never list them again unless I can prove their authenticity via supplier invoices.
– How you will prevent this issue in the future:
To be on the safe side, I have deleted all items from my inventory in case there are other items for which I have lost the invoice of. From now on, I will no longer add an item to my inventory unless I possess the invoice from the distributor which can be used to verify the item’s authenticity.
Then I received the following email:
We received your submission but do not have enough information to reactivate your account.
Why did I receive this message?
You have not sent us sufficient information that we previously requested from you to address our concerns with your account. For privacy reasons, we do not provide details about our investigation methods.
What happens now?
Your account will remain deactivated and we may not respond to further emails about this issue.
I thought this was was essentially the Kiss of Death that I’ve read about so I didn’t do anything since receiving that email. However, yesterday I received the following email:
We received your submission but do not have enough information to reactivate your ability to sell on Amazon at this time. Please address the following concern(s):
You are offering items that may be inauthentic. A list of these items is provided below.
Please send us the following information:
– Item descriptions (for ease of our review, you may highlight or circle the ASIN(s) under review)
You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.
ASIN: B01NBWTUVZ B0038TVHGG B00OAMTSJ8
How do I send the required information?
Please submit this information by clicking the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral-europe.amazon.com/gp/customer-experience/perf-notifications.html).
I’m confused as to what they mean by “Item descriptions”. Can someone please enlighten me on my situation?