There has to be a better process for these Product Authenticity Complaints. Because a customer merely states that an item is counterfeit in a message to trigger a product authenticity complaint that we now have to provide over 80 invoices to satisfy 365 days worth of sales is ridiculous! I reached out to support for help and they were no help.
To make matters worse, because we have had a few complaints in the past (we provided proof and were allowed to continue to sell) Support kept bringing up that we had prior offenses. If we had shown proof in the past and were allowed to sell, why is this being brought up again? Why is that being held against us? It's like being accused of stealing something, you show proof that you paid for it and now your are labeled a thief from here on out.
I understand why they have the policy, but there needs to be a better way of handling complaints. I think every complaint needs to be vetted first to find out if it is a legitimate complaint or just confusion by the buyer. If a buyer has issues, there needs to be time for the seller and buyer to work it out.
In my case, the buyer sent a message stating it was counterfeit and then immediately followed up with another message stating they believed they received the wrong color item and wanted to exchange it. But it still triggered the complaint and I have to spend all day satisfying the appeal process. There needs to be a better way. 365 days worth of invoices is not reasonable. Maybe it should start with 30/60/90 days worth of sales, and if after review it doesn't satisfy then request the full 365 days.
