Hello,
Recently, one of our ASINs was enrolled in the Transparency program. Unfortunately, we made the mistake of sending non-barcoded stock just before the Transparency introduction deadline. This stock was received after the deadline and was deemed unsellable.
While the brand owner provided us with Transparency labels right after the program started, the ASIN has been blocked, and we received a product authenticity complaint.
I have appealed twice, providing recent invoices (within one year from the violation), our letter of approval from the brand owner, and a letter of approval for the supplier. Unfortunately, the violation has not been removed, and we only received a generic 'not enough information' response. This is baffling because we had a similar authenticity complaint with the same brand and supplier before, and everything went smoothly that time. This is a niche brand, and we work closely with our supplier.
I spoke with the account health specialists who tried to offer some advice, but the review team did not provide any comments, leaving us in the dark. One advisor suggested that Amazon might not have been able to verify the supplier. However, our supplier confirmed that nobody from Amazon contacted them, and their name is featured on the product packaging, so this shouldn't be an issue. Another advisor suggested providing tracking numbers for our shipments so that Amazon can check the supply chain. We are willing to do this, but we use independent transport companies and can only provide import and export custom statements. Additionally, the other ASIN was unblocked despite us not providing such details as tracking etc.
We cannot acknowledge the violation because there is little fault on our part—the stock we sell is genuine, and the next batch already has Transparency barcodes. Acknowledging the violation would mean we would never be able to offer this product on Amazon again.
What could be the issue here? Has anyone faced a similar problem? I'm starting to run out of ideas.
