Incorrect FBA product shipped by Amazon to buyer. Buyer filed unauthentic complaint against seller. Help please.
Hello @Amazon @Michelle_Amazon
Have a few questions for you.
We received an inauthentic product complaint. This product was shipped via FBA. We contacted the buyer to confirm correct product was shipped and they provided a photo of item received. Photo shows Amazon incorrectly labeled overtop an existing label. As a result, the buyer got incorrect product and filed the inauthentic product complaint against us.
1. Does Amazon take responsibility for incorrectly labeling and shipping incorrect product to buyer? We have photo proof from buyer showing your label.
2. Why are we hit with an inauthentic complaint when the buyer never received correct product in the first place? (as a result of your incorrect labeling)
3. The buyer would like to retract the inauthentic complaint and has stated this in their email. How does the buyer withdraw the complaint? Does buyer requesting to remove this complaint against us drop the violation?
4. After speaking to your Account Health and Seller Support team they just tell me to appeal with invoices. It seems this situation is very rare and your support just gives standard boiler plate response.
Case ID: 15242029221
Thank You
9 replies
LeviDylan_Amazon
Hello @Seller_a6m90oqemPoEa,
Thank you for posting concerns about your account here on the Seller Forums.
I understand that you have received an authenticity complaint on a product that was shipped from FBA that was labeled incorrectly and you have questions about how to address this.
To determine the answer to this question, it will depend on how you have things set up. While utilizing FBA, are you using private label or is your inventory commingled?
When buyers make an authenticity complaint regardless of the situation, you may receive a product authenticity customer complaint. From here you will have the option to submit your invoices for the product in question, to validate the authenticity and resolve the violation.
At this time, we do not have a process for accepting retractions for buyer complaints. I suggest to submit your invoices to resolve the complaint as this is considered disputing the original authenticity complaint.
When it comes to the case you have provided, the team was unable to look into the inventory due to this item being out of stock. I would like to provide assistance with this, so I am engaging a Community Manager to review this situation further.
Once you have reviewed the information and questions above, please feel free to respond here in this thread. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
Josh_Amazon
Hello @Seller_a6m90oqemPoEa,
This is Josh from Amazon. Thank you for contacting our Forums!
I understand about the situation you are experiencing with the authenticity complaint you received on a product that was shipped from FBA that was labeled incorrectly. I have reviewed your case and the information provided and I have gathered the necessary details to escalate to our internal team.
Please wait with me until I get a response from them and I will get back to you in this same forum with an update. In the mean time please refrain from creating new cases for the same issue.
Kind regards,
-Josh
