Authenticity Claim made on Amazon.de

Hi All

I need some advice as I’m stuck and getting nowhere with Amazon.de.

We have received over the weekend an Authenticity claim on an ASIN we sell on all Marketplaces. Bearing in mind we’ve sold over 2000 units in the last 18th months and I understand from seller support that the ASIN was removed on all market places as a Buyer authenticity complaint was received. Which I think in itself is outrageous!.

I have supplied all invoices we have on this and they keep telling me I’ve not supplied the required information. The only issue we have is that we bought in bulk and the last invoice we have is dated Dec 2018 but the total purchased is well over what we sold to date.

We’re not sure what to do now as we have some stock in FBA and they have refused to reinstate the product. I’ve spent over 4 hours replying and finding invoices and got nowhere.

I also keep asking them to reply in English so that I can quickly and easily understand what they are asking but they keep replying in German which is even more annoying.

Any ideas how I can get this claim overturned? I don’t even know what evidence the buyer claims that the product is ‘fake’.

Any help and suggestions would be appreaciated.