Hi!

After over a decade of selling, we just got our first product authenticity complaint and the account is showing as 'at risk'.

We are the only authorised online distributor of the brand's products, we created the listings, and know the brand's owners personally (it's a local indie business and we have a close relationship). So, we know the product is genuine and have a clearly provable supply chain, and would be able to get a personal letter from the owner if needed.

We were asked for an invoice for the products, which we immediately uploaded.

We received an email to say that we can continue to offer this product, and to relist it, so we assume the invoice was accepted despite that not being explicitly stated.

The 'product authenticity violation' strike has disappeared from the account health screen, but the 'at risk' is still showing.

Is there a reason it's still showing as 'at risk' when it looks like we've demonstrated that the complaint was wrong? How long will that be the case?

Thanks in advance for your help!