Hello fellow sellers,

I'm reaching out to this community to get your thoughts and advice on a situation I'm currently facing with Amazon regarding a product authenticity complaint.

Background:

I've been selling on Amazon for a while and have successfully sold over 500 units of a particular product. Recently, I received a product authenticity complaint, which I strongly suspect may have been filed by a competitor.

My Response:

Document Submission:

Upon receiving the complaint, the Amazon Account Health team requested documentation to prove the authenticity of the products. Thankfully, I had all the necessary documents and submitted them promptly.

First Rejection:

A few days later, my appeal was rejected. I called the Account Health team and was informed that they couldn't reach my supplier for verification. I immediately contacted my supplier, who confirmed that no one from Amazon had attempted to reach out to them. I was asked to resubmit the documents, which I did.

Second Rejection:

Despite resubmitting, my appeal was rejected again. When I reached out to the team, I was again told that they hadn't been able to reach my supplier, which my supplier again denied. I was asked to resubmit the documents once more, and I complied.

Third Rejection (Language Issue):

The next day, my appeal was rejected yet again. I called the Account Health team to ask if there was an issue with the invoices being in another language. The agent confirmed that this was indeed the problem and instructed me to get the documents translated with notary approval.

Translation Submission and Rejection:

I followed their instructions, had the documents translated by a sworn translator, got them notarized, and resubmitted everything. Despite this, my appeal was rejected within half an hour. I called the team again and was told the reason was that I had not submitted translated documents. I pointed out that the documents were indeed translated and notarized. The agent then claimed the issue was that the address on the documents wasn’t translated. I explained that the address has no English equivalent.

Supplier Trustworthiness Questioned:

After escalating the issue, after a long hold, the agent informed me that the main reason for rejection was that they could not verify my supplier and that they didn’t find the supplier’s website trustworthy. I had already provided all invoices and proof of transactions and even submitted an authorization letter from my supplier. However, I was told that there was nothing more they could do and to “take it or leave it.” I am shocked and totally confused with his approach.

Summary and Request for Advice:

In summary, I’ve been receiving conflicting information with each interaction, and despite complying with every request, I am still not getting anywhere. It feels like I’m stuck in a loop where I’m being asked to do the same things over and over without any progress.

I’m at a loss for what to do next. Has anyone else experienced something similar? What steps did you take to resolve it? Any advice or insight from this forum would be greatly appreciated.

Thank you in advance for your support!

Hello,

Background:

I've been selling on Amazon for a while and have successfully sold over 1400 units of a particular product. Recently, I received a product authenticity complaint, which I strongly suspect may have been filed by a competitor.

Document Submission:

Upon receiving the complaint, the Amazon Account Health team requested documentation to prove the authenticity of the products. Thankfully, I had all the necessary documents and submitted them promptly.

A few hours later my appeal was rejected. I called the Account Health team and was informed that the order quantities on the invoice were not sufficient for the number of orders made. This was however incorrect. One invoice showed 200 items of which contained 12 units resulting in 2400 total units. I immediately contacted my supplier and asked them if they could update the invoice to show the exact number of units.

Second Rejection:

Despite resubmitting, my appeal was rejected again. When I reached out to the team, I was told that the validity of the invoice could not be confirmed and that this is the reason for the rejection.

Third Rejection, Fourth and Fifth Rejections etc.

The next day, I provided email history as well as message correspondence and official bank statements all showing dates that correlate with one another. My appeal was rejected yet again.

I'm not sure what more I can do. Has anyone else experienced something similar? What steps did you take to resolve it?.

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!