Complaint of counterfeit product how to resolve?
Five year AMAZON FBA seller of books. I just received my first every complaint of any kind. This is a "PRODUCT AUTHENTICITY COMPLAINT". It has me completely freaked out. I buy books in bulk and then sell them on AMAZON. Not a massive seller. Not sure how to proceed without an invoice for the specific book(They are bought by the bin and are mixed) ? I have always kept a clean account FEEDBACK etc. Any help is greatly appreciated.
32 replies
Seller_Hi7wbO2Kbo6bl
Are you listing your books as New or Used?
Seller_WxMKrmX1m17YJ
We have been recently been hit with 1 complaint as well and even if I have valid invoices, we get a generic "We do not have enough information-template" when we submit the requested documents.
Best advice I can give, without no guarantees, based on previous ones that we got rid of, is:
1- Ask for account health to call you and discuss with a human until someone actually understands, while always being polite and patient. Then refrain from ever selling a product that could be under the power of whoever sent you the complaint.
2- Contact the person that sent you the complain and ask directly why they targeted you and what you can do for them to remove the complaint.
3- If all else fails, verify with an attorney if they can't word a letter informing the "accusing party" that if your business is harmed by a bogus/baseless complaint, you will have no choice but to take legal action against them for the damages they caused. This could force a dialogue if ever they ignore you in point 2.
Hopefully your account has enough points to not be dinged too hard.
Good luck and don't give up!
Seller_CW0P5hgbsiqWX
". Not sure how to proceed without an invoice for the specific book(They are bought by the bin and are mixed)"
In that case, you created your own problem. Without the invoice showing you purchased the books from the publisher, Amazon will side with the buyer.
Remember, Amazon always believes the buyer first whether they are lying to get free stuff or not. In fact, Amazon itself has trained buyers to simply lie to get what they wnt. Now, it is up to you to defend yourself, which will be very hard to do.
Feenback is the same way, Amazon doesn't care if a buyer lies or not when leaving it. Sellers just have to accept what ever the buyer leaves.
LeviDylan_Amazon
Hello @Seller_GYZrUtJZKkCjd,
Thank you for posting here on the Seller Forums. I also want to thank the community for your guidance on this topic so far.
From what you have shared, I see that you have received a product authenticity complaint, and due to purchasing your products in bulk, you may not have an invoice that meets our document requirements.
Typically to resolve these violations, you will have the option to submit invoices, that identifies the affected item on the document, and the invoice must meet our document requirements. If a requirement is not met, the invoice may not be accepted to resolve the violation.
If the violation cannot be resolved it will remain on your account health page for 180 days. Once that time has passed, the violation will be removed from your account. Also, you may have the option to acknowledge the violation from the appeal experience. If you have the option to take the acknowledgement, if accepted, this will resolve the violation from the account health page, however, you will not have the ability to relist or sell that particular ASIN moving forward.
Can you share which option you have to address the violation? You can provide a screenshot here, for us to review.
I look forward to learning more, so we can guide you the best. Once you have reviewed the information and question above, please feel free to respond here. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
Seller_C9TzOxTwGSFUQ
Amazing you made it this long. The short answer there is absolutely nothing you can do about it.
Amazon lets the Chinese bot programs destroy American sellers by filing these types of complaints. You will notice it says "WITHOUT TEST BUY" this means its an accusation alone with ZERO proof.
Amazon will run you in circles but in the end you can not win. It baffled me at first why this is, but eventually I figured it out. Amazon does this on purpose so they can rip off sellers. Far more profit in being able to charge fees on top of fees and fees because of fees, and then in the end amazon gets to ""liquidate"" inventory that can't be authenticated. and yes I have had LOA and invoices from manufactures that Amazons AI refuses to accept. (it auto rejects within seconds of submitting )
Seller_iDD9b1SV65vS0
I am sorry for what happen to, i experienced the same issue before, i confronted the buyer, they end up calling amazon and withdrawing her complaint but amazon insisted on the invoices, I was lucky i have them on my email, in your case I know it's almost impossible ,does the book has has some sort of identification so you can reach out to the publisher?
Seller_SJRMV3s4mNrFA
I don't know...maybe a bunch of people should get together and start reporting everything "Sold by Amazon" as counterfeit. Guarantee you not a single one will be removed for a single day.
