Product Authenticity Plan of Action
Hi all,
Please help me with my Plan of Action. I started selling recently and did the rookie mistake of sourcing from Alibaba without the required due diligence. I now know that what I sourced might have been an inauthentic product. I have taken 3 months to discard all my inventory and take multiple courses on amazon selling and have read almost all Amazon policies. I want to acknowledge my mistake and get a chance to start anew.
I received a Product Authenticity Complaint on Nov 20. The listing was blocked and Amazon requested an invoice. I reached out to the supplier and got a commercial invoice, which was rejected by Amazon. However, as soon as I told the supplier about product authenticity, they started ghosting me. I stopped selling on Amazon altogether after that to get my act together, and have prepared this Plan of Action. I haven’t submitted it yet.
Dear Amazon Seller Performance Team,
Thank you for providing me with the opportunity to appeal my seller account’s suspension due to product authenticity customer complaints.
I understand that Amazon takes complaints about product authenticity very seriously and I would like to share with you my Plan of Action in which I explain what I have done to resolve the issue and what I will do to prevent similar complaints in the future.
# What happened:
## For ASIN XXXXXXXX:
- The listing was removed by Amazon following a Product Authenticity complaint on 1st Nov 2020.
- I reached out to the supplier for the documents requested by Amazon and they sent me a Commercial invoice for the first order. I added the invoice in my first appeal.
- After Amazon Seller Performance team rejected the Commercial invoice, I requested the supplier for more information and informed them about the product authenticity complaint. At this time, the supplier stopped responding to my messages. After multiple tries, I’ve come to the conclusion that the supplier will not be responding, and I do not have the documents necessary to prove that ASIN XXXXXXXX was authentic.
- My Amazon seller account was deactivated on 27th Jan 2021.
### Root Cause
I believe the root cause of the problem was my ignorance and lack of knowledge. While I did product checks by matching the logo, UPC and colour of the item with the listing, I sold a product without a letter from manufacturer or checking that I can sell it. To the best of my knowledge when I created the listing, I believed that I was selling a genuine item. In hindsight, I acknowledge that it was a huge lapse in judgement that led to the product authenticity issue.
I also got really scared after the supplier stopped responding and it took me all this time to learn the Amazon policies, come up with a Plan of Action and create processes to back it up.
# What I have done to address the problem:
## For ASIN XXXXXXXX:
I will no longer sell the item for ASIN XXXXXXXX. I request Amazon to destroy any remaining inventory and I take full responsibility for the incident.
## Other Actions Taken:
After receiving the complaint, I recalled all of my Amazon inventory and took the following steps:
### Awareness about Amazon Policies
I have taken 3 months to reeducate myself on all Amazon policies, especially the policies related to Product Authenticity. I will regularly read Amazon policies and guidelines to make sure that I’m no in violation. I will also keep an eye on any changes in Amazon policies and react proactively in case it affects my account.
### Existing inventory
I have discarded all previous inventory and have established new suppliers who will be able to provide all documentation required by Amazon at any time.
### Supplier Selection
All suppliers I engage with will be selected based on the following criteria:
- The supplier has a business license and is able to provide me with the details for it.
- The supplier has been operational for at least 2 years, has a valid physical address as well as a website and phone number.
- The supplier can provide me valid rights to sell the product in a letter from the product manufacturer mentioning my name and my Amazon Seller Account.
- The supplier allows me to create an account on their website.
- The supplier provides tax invoice for all products.
- The supplier’s website has photos of supplier operations and testimonials and certifications from subsidiaries, partners, or contractors.
### Product Checking
I will take the following steps to prevent a product authenticity complaint in the future.
- As I sell from home, all inventory reaches my house before I ship to fulfilment centre. I will personally check the inventory to make sure all products are authentic and match the listing description.
- I will only list a product after I have the following documentation ready
- Tax invoice for the shipment, which includes invoice date, my name and address matching my seller account, name and address of the supplier and supplier contact details including a phone number and an email address.
- Letter from product manufacturer allowing me to sell the product.
I believe that this plan sufficiently addresses the issue and I hope I will be able to continue selling on Amazon.
Sincerely,
XXXXX
22 replies
Seller_vMsxjZPrdu6uI
Just some initial thoughts, other sellers maybe able to advise further
Take all this out. This has been used many times before and Amazon will see that it is not your own words
Perhaps purchase some products from your new suppliers and add their details and the invoices to your POA. This will show Amazon that you are sincere in what you say
In addition, perhaps had some links to the relevant policy, rather than just mention it generically
Good luck
Seller_BS5lg2keRs2QO
I can’t tell from quickly reading your plan of action what the actual issue was that started the chain of events. For example, if you listed your items under a branded listing then your root cause and actions taken are different than if this was a routine check.
There are elements of your appeal that seem to encompass either possibility.
Seller_PUgTge8LPB8FY
Following up on what @Kevanden and @Demel have said, I would add that Amazon will almost certainly want you to tell them why you did these things. We’ve seen this repeated time and again by Amazon reps when they contribute to threads.
So, in your Root Cause section, answer these questions:
- Why did you lack knowledge?
- Why did you sell a product without an LOA?
- Why did you believe an item was genuine when you had no way of knowing that it was?
I realise you’ve more or less explained all this in the preamble to your first post, but you need to put it into your POA as well.
Then you can go on to say what you’ve done to correct matters, and finally what other changes you’ve made that will guarantee no repetition of the original infringement.
Seller_LGcFRUwJdg45L
Hello @Merchantex,
From your post I understand that your asin have been taken down for authenticity complaint and you need recommendation to remove the complaint and activate the listings.
The appeal which you have written need some rework on few areas, sharing the inputs below:
The root cause need to be updated and it’s not giving a clear picture why this problem occurred. Like @BonChoixUK stated in the comment, performance team would like to know those details in detail.
Rest all the details is looking good, kindly share the action plan with the recommendation so that the concerned team can help you in reactivating the listings.
Good Luck,
Dhoni
Seller_KKcTTZzy6Jd6Q
The wording and grammar used make a fairly big different to how certain sections are read and how much it feels like you emphasise certain points, for example:
Try to remove all elements of opinion or doubt from your PoA, for example change the above to “The root cause is” Otherwise it sounds like you’re not 100% certain of the problem.
this is good, add the words “on my part” after “judgement” and it makes it sound more like you’re taking the blame personally rather than deflecting part of it elsewhere.
Scrap that part and write something new there, anything that happened AFTER the policy violation is irrelevant unless it is something you did to help resolve it (or put a positive spin on it at least).
For example you could say that the supplier stopped responding after you raised the issue with them… and that is what triggered you to look into them further and hence you have decided to stop working with them.
It’s worth providing a link to the Amazon policy/policies you think you breached along with a quote of the relevant section/s that apply. (this is pointless unless you quote specific parts from it).
Add here that you will not not attempt to sell this stock on Amazon in future.
Again reiterate that you will not be selling it on amazon (as a result of it being discarded).
And you have done background checks on these suppliers to ensure the products they sell are genuine, you will also do similar checks on any future stock lines…
Bits of this section don’t really feel relevant here but… maybe give reasons for these? i.e. requires a website so that you can show proof of the product details and acquire relevant documentation quickly.
(semi-related note: we do a lot of wholesale business with big brand stores but wouldn’t meet your requirements)
Amazon calls it a “letter of authorization”, while not essential it’s generally best to use their own terminology.
Seller_Wb7xMmKd5uYyA
Thanks for the valuable feedback everyone. I have updated the Plan of Action. Would be very thankful for feedback. I’ll submit this tomorrow but putting it here for any recommendations for last minute changes.
** Updated Plan of Action**
# What Happened:
The listing was removed by Amazon following a Product Authenticity complaint by a customer on 1st Nov 2020.
I reached out to the supplier for the documents requested by Amazon and they sent me a Commercial invoice for the first order. I added the invoice in my first appeal.
After Amazon Seller Performance team rejected the Commercial invoice, I requested the supplier for more information and informed them about the product authenticity complaint. At this time, the supplier stopped responding to my messages. After multiple tries, I’ve concluded that the supplier will not be responding, and I do not have the documents necessary to prove that ASIN XXXXXXXX was authentic.
My Amazon seller account was deactivated on 27th Jan 2021.
# Root Cause:
-To the best of my knowledge when I created the listing, I believed that I was selling a genuine item. This is because I did product checks by matching the logo, UPC and color of the item with the listing.
-I lacked knowledge about product and supplier verification. This is because it was my first time selling anything and I did not know the right steps to verify the supplier and product.
-I sold the product without a Letter of Authorization. This is because the supplier only provided me a initial commercial invoice an ensured me that the product is genuine. I was ignorant and didn’t push further.
When I raised the issue with the supplier, they stopped responding and that’s what made me to investigate them further and hence I have decided to stop working with them.
# Actions taken to resolve the problem:
I will no longer sell the item for ASIN XXXXXXXX. I request Amazon to destroy any remaining inventory and I take full responsibility for the incident.
After receiving the complaint, I recalled all my Amazon inventory and took the following steps:
## Awareness about Amazon Policies
I have taken 3 months to re-educate myself on all Amazon policies, especially the policies related to Product Authenticity.
Amazon Anti-Counterfeiting Policy (Link)
Policies and Agreements (Link)
I will regularly read Amazon policies and guidelines to make sure that I’m not in violation. I will also keep an eye on any changes in Amazon policies and react proactively in case it affects my account.
## Existing inventory
I have discarded all previous inventory and will not be selling it on Amazon. I have established new suppliers who will be able to provide all documentation required by Amazon at any time. I have also done a background check on the suppliers to ensure that the products are genuine.
## Product Authenticity Checklist:
I have made a checklist for ensuring product authenticity. It includes the following:
### Letter of Authorisation and Tax Invoice
I have asked and received letter of authorisation and tax invoice from all suppliers. And I will do so in the future as well.
### Supplier Selection
All suppliers I engage with will be verified based on the following criteria:
The supplier has a valid physical address, website, and phone number.
The supplier can provide me with valid Letter of Authorisation from manufacturer.
The supplier provides tax invoice for all products.
The supplier’s website has photos of supplier operations and testimonials and certifications from subsidiaries, partners, or contractors.
### Product Checking
I will take the following steps to prevent a product authenticity complaint in the future.
I will personally check the inventory to make sure all products are authentic and match the listing description.
I will only list a product after I have the following documentation ready
Tax invoice from the supplier.
Letter of authorisation from product manufacturer allowing me to sell the product.
# Documents Attached:
I’m attaching the following documents with this letter:
- Letter of Authorisation from manufactures of my new products
- Tax invoice of all products
- Details of the new suppliers
From this point onwards, I will be taking actions with due diligence to make sure I do not receive a product authenticity complaint in the future. I hope I will be able to continue selling on Amazon.
Sincerely,
XXXXX
Seller_vMsxjZPrdu6uI
And just to add, if you have made a check list, I would add a copy of it to the POA, not write it all out, just add as an attachment
I would also purchase new products that meet the necessary requirements - from a reliable and acceptable supplier and add these invoices and a copy of a LOA to the attachments
3mths - to read the policies?
Seller_vMsxjZPrdu6uI
It probably took them that long judging by their POA
Seller_Wb7xMmKd5uYyA
Hi all,
Any idea how long Amazon takes to review cases. I submitted my last appeal on 4th Feb and haven’t heard anything back.
Not complaining, some checks do take a while but how long should I expect to wait?
