Complaint about product authenticity
Recently we got a “Product Authenticity Customer Complaints” for one of our products. This is an FBA product and it is not impossible that it was messed up by Amazon. However all our products are authentic purchased from the manufacturer. I have submitted an appeal which was denied. Amazon requested an invoice for the product, and the invoice had to have the name and the address as in the Amazon account. The problem is that we changed our address since we bought these products, and the address will not match. No reason was given for the denial, so I suspect it is the address. What can we do? The problem is not only that we are not able to sell this product, but we have 3 items in Amazon warehouse that would need to be disposed (we cannot request these mugs to be shipped back as we are located in Finland).
6 replies
Ash_AMZ
Hello @Finland_Quality_393,
This is Ash from Amazon, and would help you with your questions.
It has been understood, that you have concerns on the authenticity complaints.
To help you better, kindly share the recent notification you received on the Performance notification.
You can find this on Performance - Performance notification tab.
Please keep us posted, the forums community and I, are here to assist you with your concerns.
Regards,
Ash.
Seller_6Orn3L6fmVihf
Here it is the letter:
Dear Finland Quality Design EU,
We have removed your listing because of a buyer complaint about the authenticity of an item they received from you. The listings we removed are at the end of this email. If you have FBA inventory of the items causing “inauthentic” complaints, they are currently ineligible for removal.
Why did I receive this message?
In order to ensure that customers can shop with confidence on Amazon, we take “inauthentic” complaints seriously. The sale of counterfeit products on Amazon is strictly prohibited.
You can learn more about Amazon’s policies regarding the sale of counterfeit items in Seller Central Help:
- Amazon Anti-Counterfeiting Policy (http://sellercentral.amazon.co.uk/gp/help/201165970)
- Policies and Agreements (http://sellercentral.amazon.co.uk/gp/help/521)
How do I reactivate my listings?
To reactivate your listings, please provide copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed at the end of this email:
- 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. We may contact your supplier to verify the documents. We 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 our review, you may highlight or circle the ASIN(s) under review.
You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
How do I send the required information?
To send us the required information, please visit your Account Health Dashboard (http://sellercentral.amazon.co.uk/performance/dashboard?ref=ah_em_pq) in Seller Central and click on the appeal link next to the impacted ASIN.
What happens if I do not send the requested information?
If we do not receive the requested information your listings will remain deactivated. If we receive additional complaints about your listings, we may deactivate your Amazon seller account. If you do not appeal this decision within 90 days, any FBA inventory of the items that caused “inauthentic” complaints may be destroyed at your expense.
Have your listings been removed in error?
If you believe the complaints about the authenticity of your items are unjustified or received in error, please explain how you identified this issue and we will investigate your concern (for example, a complaint created by a competing Amazon seller).
You can view your account’s performance at (http://sellercentral.amazon.co.uk/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/GB/app/amazon-Seller/id794141485)
or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB) device.
The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Ash_AMZ
Hello @Finland_Quality_393,
This is Ash from Amazon, and would help you with your questions.
Thanks for sharing the above notification on this thread.
I understand that you have already submitted invoices.
Did you get any response post submitting the invoice ?
If yes, kindly refer to the latest notification on the performance notification and share it on this thread.
Regards,
Ash.
Seller_6Orn3L6fmVihf
There is a notification from yesterday (12.05.2022):
"Hello Finland Quality Design EU,
We are still reviewing your account. We will send you an email when we finish the review.
Sincerely, Seller Performance Team https://www.amazon.co.uk"
and there is another one from today:
" Hello We are still reviewing your account. We will send you an email when we finish the review.
We appreciate your support and thank you for selling on Amazon Handmade. Sincerely, Handmade Integrity Team"
However the notification from today seems irrelevant as it is related to Handmade products, and we do not have handmade products.
