Suspected Product Authenticity Issue / Help
Hello,
On April 16th, we received a suspected product authenticity issue violation on our store a few days after opening the store. We tried to list a few products to test, and then received this warning. We cannot provide the invoices for the products we uploaded to test because we did not purchase them. As soon as we received this violation, we removed the listed products and tried to understand why it happened. I am very sorry that my account is under review, but despite preparing two appeals, Amazon stated that they could not access sufficient information.
Would this warning result in a permanent account suspension and deactivation of our listings? Since we cannot provide the invoice for this product that we have never sold, what steps should I take?
Thanks for your help in advance.
1 reply
Seller_yk3kzHpjMMa4B
Hello @KAUNA_GLOBAL_LIMITED ,
I’m Mary from Amazon, here to assist you.
From the post above, I understand that you need help with “Suspected product authenticity issue violation.”
For you kind information, Amazon takes “inauthentic” complaints seriously and selling counterfeit products is a big no-no.
In order to reactivate or address the violation in your account, I advise you to adhere closely to the following guidelines when uploading your invoices.
To address the violation, you need to provide copies of invoices or receipts from your supplier.
Ensure that the invoices are matching the below criteria:
-
Copies of invoices or receipts from your supplier issued in the last 365 days for the ASIN.
-
These documents should reflect your sales volume during the last 365 days.
-
Please include contact information for your supplier, including name, phone number, address, and website. Amazon will maintain the confidentiality of your supplier contact information.
-
You may remove pricing information, but the rest of the document must be visible. For ease of review, you may highlight or circle the ASIN(s) under review.
-
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
NOTE: Please ensure that the documents that you are submitting are clear and not blurry.
In the event that you are unable to provide invoices, it is recommended that you present a highly detailed and robust plan of action, broken down into three distinct parts:
-
Firstly, it is imperative that you acknowledge the issue at hand, eliminate any problematic offers, and provide a comprehensive explanation of the root cause behind the occurrence and reasons for violating the policies of Amazon.
-
Secondly, it is advised that you delineate all the measures that have been undertaken thus far to redress the situation in a tangible and concrete manner.
-
Lastly, it is suggested that you articulate preventive actions that you are going to take in future.
To learn more about Amazon’s policies, you can refer to the following Seller Central help pages:
Amazon Anti-Counterfeiting Policy
Amazon Services Business Solutions Agreement
If you need any further assistance, you can post here so that we can help you.
Regards,
Mary
