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The account status specialist could not be reached
In May, we received a complaint about selling fake goods, and then we immediately prepared the materials and provided the authentic invoice appeal. But we were rejected, but we do not know the reason for the rejection, Amazon has been telling us that there are fake information in the invoice and supplier information. But in fact, we have already provided the real invoice proof with the Chinese government tax number that can be checked. So we want to contact the account status specialist in Germany, but now we have a problem, we have been unable to get through the phone about Amazon
Please help us
0 replies
Seller_IWEqGHKoDPqG7
Hello,
This kind of problem you have to solve without phone support. As long as I know, your cannot register for the german "Account Health Assurance" if you are not a german seller. So no account status specialist in Germany by phone.
If I take a look at your articles, there are two probable possibilities:
- You violating someone rights, bcause you are not allowed to copy one of these products: If your item is under protection (patend, trademark, copyright, bla, bla) than you are violating somebodys rights. Then you can do whatever you want, it will not work. Only way: You need to provide a invoice of the rightholder or a official supplier. If you do not have that: You are violating Amazon and legal rules in Germany.
- If your article is not under some protection. The most commen mistake is the wrong advertisement. There must be no doubt that your item is just compatible with the original brand item. If the buyer can have the feeling that it is an item from the original brand, then that is also a violation. You need the phrases "kompatibel mit" or "passend für". And the Brand name have to be the same in GS1, AMAZON, Invoices.
Chinese gov does not care about international copyrights. So your Chinese government tax number just showes that you are a exsisting company, not more.
Please understand that the definition of what is "fake" is different outside of China. Dealing with White Label products in EU might have some traps.
Maxie_Amazon
Hello @Etotal_Global,
This is Maxie from Amazon.
I'm sorry to read about the issues you are facing with an authenticity complaint.
First, let me provide you with some information on Amazon's invoice requirements:
- The invoice must have been issued within the last 365 days.
- The invoices reflect the sales volume for the last 365 days.
- Contact information for suppliers AND buyers, including name, telephone number, address, and website, can be found in the document.
- The file formats should be in .pdf,- .jpg, .png or .gif.
- These documents must be authentic and unchanged.
- Be aware that Amazon may need to verify your supplier and can try to contact them.
If any of this information cannot be verified, the invoice will be rejected.
As an alternative, you can also submit a Letter of Authorization or a licensing agreement from the Brand Owner of this product.
You also write that you are having issues contacting a department. When you talk about account status, are you referring to our Account Health Support, our Account Health Assurance team, or our general Account and Seller Support?
Each time is reachable through different means and not all are available depending on what type of account you have and how healthy it is.
If you provide more information on who you are trying to reach, we will be more than happy to assist you further.
I hope this information is helpful.
Please keep us up to date with news about your case.
Kind regards
Maxie:D
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