Product Authenticity Customer Complaint
I need help please!
I received a product authentication complaint.
I was requested to provide invoices. Upon submitting the invoices this is the reply I got. Can anyone please help me ?
I contacted the account health support team and they said I need to create a plan of action. I need help creating plan of action.
This is the most recent email they send me…
(We received your submission but do not have sufficient information to reactivate your listings.
Why did this happen?
You have not sent us sufficient information that we previously requested from you. We requested this information to address the complaints we received about the authenticity of your items. For privacy reasons, we do not provide details about our investigation methods.
What happens now?
Your listings will remain deactivated. If we receive more complaints about your listings, we may deactivate your Amazon seller account.
You can see your balance and settlement information in the “Payments” section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.co.uk.
How do I appeal this decision?
If you have additional information that you have not yet provided, you can submit your appeal by following the instructions on the “Account Health” page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
Please review our past communications with you that specify the information required to appeal this decision.
We’re here to help.
You can get help creating your plan in Seller Central Help:
https://sellercentral-europe.amazon.com/gp/help/200370560
To view your account performance, select “Account Health” on the home screen of the “Amazon Seller” app on your iOS or Android device, or go to the “Account Health” page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
On iOS:
On Android:
https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB
The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Complaint type: CCR
ASIN: B08*********** ||
Title: Samsung S Pen *******************************)
23 replies
Seller_esvgLzKXw2YAl
You need to post the original notification.
Also, I presume that the invoices you provided were simply rejected?
Where they from a verifiable source? ie. bonified wholesaler/manufacturer?
Where the invoices proper invoices, rather than pro forma/commercial?
Seller_FZLmkAPnHuV4L
You may want to look at my thread
If they don’t accept the first round of invoices, I suggest you give up selling that particular product on Amazon and delete it from your inventory. It’s easier and less stressful then having to ask your suppliers to send their suppliers invoices, and to make a website for their company.
Ash_AMZ
Hello @OTAL,
This is Ash from Amazon, and would assist you with your questions above.
Thank you for sharing the notification above.
Did you source these items from verifiable supplier ?
Did you verify the authenticity of the items before you procure?
Are you able to identify any other possible reasons for the customer complaints?
If you don’t have valid invoices, kindly share the Plan of actions.
Be clear and concise.** Your plan of action should be factual and direct. Focus on the facts and events that led to the issue rather than providing an introduction of your product, business or customer. Remove other questions or references to ongoing support cases from your submission. Avoid using emotive language.
Provide an explanation for all issues. Some deactivations can be the result of a combination of issues (for example, a High Order Defect Rate can arise from negative feedback and undelivered orders). You must provide a response for each root cause in your plan of action.
Include supporting evidence for all items. Make sure that you submit supporting evidence for all of the products or ASINs that are under review. You can find the list of products at the bottom of your original notification. Make sure you check the time frame requested for the documents – some require invoices from the last 365 days.
Highlight areas in your supporting documents. You can make your response more relevant by circling or highlighting the area within your documents that is most important, such as ASINs, Supplier details (for example, name and supplier website) or clauses within your Terms and Conditions.
The POA should be in three sections and should address these questions.
-
Why did things go wrong?
-
What did you do about it immediately?
-
How will you ensure it never happens again?
If you have further questions, please keep us posted. The forums community and I, are here to assist you with your concerns.
Regards,
Ash
Seller_SSdk3M9MQbnMT
Is anyone knows what’s: Counterfeit Complaint type is ?
