Product Authenticity Customer Complaint

Hello @Seller_lJFhayUocbptE,

Thank you for posting your concerns with your authenticity customer complaint.

Seller_lJFhayUocbptE

I have been the victim of a complaint and I am trying to have one product reinstated. I have resubmitted 5 times the same documents (invoice, order confirmation, shipping invoice, bank statement, delivery confirmation, supplier info). First, the team rejected my invoice due to the format and font on the invoice . Today it is the supplier that cannot be verified. I have created a PDF document with the supplier's info and how to contact them, link to their site and their btob site which clearly indicate the brands they distribute. What the team is asking now is to supply chain documents which I am unable to provide. The supplier is based in North America with over 20 years of experience and I'm being asked how I can be certain they distribute authentic products.

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As noted you have invoices and other requested documents that have not been accepted, we are also apparently unable to verify your supply chain. So you can address this situation we can accept a few different forms of documentation. Upon receiving this specific request, you can provide your suppliers sourcing documentation to verify they are being sourced from the manufacturer or brand itself. Other forms of documents can be a letter of authorization your supplier has with the brand itself authorizing them as an approved distributor. Have you reached out to your supplier to gather information for verification?

Seller_LyYw7fQRKc5G7

You need a commercial invoice and/or and Letter of Authorization to sell on Amazon from the Brand.

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As mentioned by @Seller_LyYw7fQRKc5G7, @Seller_kIukTwdhvntAp and @Seller_nRFmxiQg4EGrw, we will require these documents to validate the authenticity and or supply chain. You can see our invoice requirements along with the expectations for a letter of authorization. You may also want to review our responsible sourcing help page as we offer guidance on situations surrounding rejected documentation.

• Your documents should be able to trace your products to the original manufacturer even if you did not purchase them directly from the xoriginal manufacturer. This may require requesting additional invoices or supply chain documentation from your supplier if you are not sourcing directly from the manufacturer.

As noted here, invoices "should" meet our requirements, situations where they don't we will require additional information as I mentioned above. Have you provided these documents to verify authenticity or a valid supply chain? If we cannot verify the authenticity of the concerned ASIN, the listing be no longer be eligible for sale. Violations in this state may be eligible for an acknowledgement path, if available and accepted the ASIN will no longer be eligible for sale, FBA inventory will typically only be eligible for disposal. You will also need to ensure the ASIN has been completely removed from your manage inventory as listings in an inactive, out of stock or other statuses will cause repeat violations of the same type.

You may also want to review your inventory to ensure all remaining inventory is being sourced properly and has proper documentation to support them. Should more issues arise it can purposes the selling privileges.

The forums community and I are here to support you. Please let us know how we can help you from this point forward.

Emet.