ACCUSATIONS OF FAKE ITEM
Hi all, hoping for some help from the learned folk here.
I had a product that I sold hundreds of units of this year. I've sold it for a few years maybe, and had many sales. Abour 5-6 weeks ago, I had an accusation made that I was selling a fake. There is not a chance this is true, as whilst there are fakes out there, on this item, I check and test every item that comes through my hands before listing (pre-owned)
One accusation has blocked me on this item even though I know it to be false. In fact, the buyer in their return claimed the item weighed different to the manufacturer weight value...I checked when it was returned...it was the same as manufacturer value and same as other stock of the same item. So the whole allegation was false.
I provided all my invoices to Amazon and they said they could not verify the invoices and blocked that item.
I truly firmly believe I have never sold a fake of this item, and I truly believe a rival seller has made a purchase and made the accusatiob. I have reason to believe this as the same thing happened last year: one single accusation let to my sales being blocked on the same item, and then randomly a few weeks later, the item was unblocked without ANY input. I firmly believe as it's a popular item, that a rival seller has got me banned.
I raised a case, case ID: 11581801942 and as usual, nothing was done.
How do I protest my innocence. I've been on Amazon for years, and this item is the only item I've ever had an accusation against, despite the fact that most of my items I would say are pre-owned.
Many thanks in advance
ACCUSATIONS OF FAKE ITEM
Hi all, hoping for some help from the learned folk here.
I had a product that I sold hundreds of units of this year. I've sold it for a few years maybe, and had many sales. Abour 5-6 weeks ago, I had an accusation made that I was selling a fake. There is not a chance this is true, as whilst there are fakes out there, on this item, I check and test every item that comes through my hands before listing (pre-owned)
One accusation has blocked me on this item even though I know it to be false. In fact, the buyer in their return claimed the item weighed different to the manufacturer weight value...I checked when it was returned...it was the same as manufacturer value and same as other stock of the same item. So the whole allegation was false.
I provided all my invoices to Amazon and they said they could not verify the invoices and blocked that item.
I truly firmly believe I have never sold a fake of this item, and I truly believe a rival seller has made a purchase and made the accusatiob. I have reason to believe this as the same thing happened last year: one single accusation let to my sales being blocked on the same item, and then randomly a few weeks later, the item was unblocked without ANY input. I firmly believe as it's a popular item, that a rival seller has got me banned.
I raised a case, case ID: 11581801942 and as usual, nothing was done.
How do I protest my innocence. I've been on Amazon for years, and this item is the only item I've ever had an accusation against, despite the fact that most of my items I would say are pre-owned.
Many thanks in advance
12 replies
Zyan_Amazon
Hello @Seller_HIWyXJCAuQ6DA,
This is Zyan from Amazon, and I'm here to assist you.
One accusation has blocked me on this item even though I know it to be false. In fact, the buyer in their return claimed the item weighed different to the manufacturer weight value...I checked when it was returned...it was the same as manufacturer value and same as other stock of the same item. So the whole allegation was false.
Thank you for providing such detailed information about your situation with the authenticity complaint. I understand your frustration, especially given your history of successfully selling this item, your thorough testing process, and the fact that the buyer's weight claim was proven incorrect upon return.
To help guide you through this situation, could you please share the most recent Performance Notification you've received regarding this issue? This will help me understand where you are in the verification process and provide more specific guidance for your next steps.
I appreciate your commitment to product authenticity and your detailed explanation of your quality control process.
Thank you for your patience during this process.
Best regards,
Zyan
Seller_bfTJ2AitWQwq4
I have had similar going on for 6 months with my account de-activated.
I have sent copies of all invoices with complete contact details for the ONLY licensed UK distributor of the products.
I have also got a letter of authenticity from the distributors which I have sent to customer services in my appeals.
Amazon customer service keep repeating that they are unable to verify the information.
This could be done by them making 1 phone call to the number on the invoices and I don't know why they wont. All I get is the same message time and time again.
Seller_tRuvBEHDedp4q
The same thing happened to me a long time ago. Despite selling hundreds of an item with no complaints, one customer complained fake and so began a long process or proving my innocence. Despite me sending invoices from the manufacturer and a letter of authority from them to sell the item I was getting nowhere with constant repeats from Amazon that they could not verify the information. They never once actually made contact with the manufacturer as I asked them.
However, in the end it all came down to something else entirely. Amazon had asked for 12 months invoices as proof I was only buying from the authorised manufacturer. They totalled up how many units I had sold in the 12 months and expected the invoice amounts to tally.
For example (not exact figures) Amazon said I had sold 500 units over the 12 months but the invoices only accounted for 400 units - so they 'assumed' I had sourced 100 units from somewhere else (and presumably from an unauthorised source). I pointed out I needed stock BEFORE I listed on Amazon and if they allowed me to send an invoice from 13 months ago they would now see there was another 200 units on that invoice so I had bought 600 units over a 13 month period and sold 500.
It took a long time for Amazon to even admit that the invoice discrepancy was causing the issue and nothing to do with verification of authenticity and even then it took several appeals before they suddenly capitulated (with no apology) and unblocked the listing.
So my advice is to check if the invoices that you sent to Amazon show units bought matches with units sold.
Seller_HIWyXJCAuQ6DA
Hi, all it said is: we cannot accept the invoices as the seller cannot be verifed. I received that letter I think within an hour of submitting them I THINK. On an evening. So basically Amazon is somehow supposed to be able verify the invoice of every company in the world, and because they would't verify mine within an hour of submission, suddenly it's a major crime
Seller_HlYoY898lHM30
Exactly the same situation, Amazon are determined to destroy our businesses.
Seller_UztO9Zwus4cuF
Same issue again. There’s no common‑sense recognition that, out of the thousands of identical products sold, mine was clearly genuine. No allowance for the fact that sometimes an item is simply faulty or not as expected. And there’s no way to have an informed or reasonable discussion with Amazon about it. By contrast, eBay remains far more straightforward and understanding to deal with.
Seller_0AG9i8qKfX9Eu
we hae had this through our time on amazon over the past 15 years..
Items we know know 100% are perfect. All it takes is for someone to message you and say they think it may be fake and amazon picks up on the word so its as good as you have sold fake goods..
Rather than a system that should look at how many items you have sold and how many complaints of fake against that product it just jumps on it being fake. its terrible.. Amazon is a robot and not here to help us, its here to take our money!!!
i hope you get your issues sorted out
Jonathan_Amazon
Hello @MFDEL,
This is Jonathan from Amazon and I want to provide you with some guidance based on your post.
Thank you for sharing such detailed information about your situation with the authenticity complaint. I can see how frustrating this must be, especially given your thorough testing process for pre-owned items and the fact that the buyer's weight claim was proven incorrect.
"I provided all my invoices to Amazon and they said they could not verify the invoices and blocked that item."
Based on my observations from your post, I want to provide you with a sense of direction moving forward.
When reviewing appeals for authenticity concerns, Amazon looks for specific elements in the documentation that help verify the legitimacy of your supply chain. For pre-owned items, this can be particularly challenging, but there are clear steps you can take to strengthen your appeal.
Invoices that can be verified typically include complete supplier contact information - not just a name, but full business address, phone number, and email. This allows the review team to confirm the transaction directly.
The invoices should also clearly show the specific product details including quantities, dates of purchase, and ideally product identifiers that match what you're selling. For pre-owned items, documentation showing how you acquired the products strengthens your case significantly.
Could you share your most recent Performance Notification? This will show exactly what was communicated about the invoice verification and help identify what specific elements may have been missing. You can find this in your Account Health dashboard under the notifications section.
When you review your invoices, check whether they include all the supplier contact details I mentioned above. If your supplier information is incomplete, reaching out to your supplier for updated documentation with full contact details could make a significant difference in your next appeal.
Regards,
Jonathan.
Jonathan_Amazon
Hello @Humpty_Dumpty1,
This is Jonathan from Amazon and I want to provide you with some guidance based on your post.
"Same thing has happened to us and shows as a violation on our account and we because we have not bought any in the last year, Amazon are doing nothing, despite having invoices and selling hundreds of them."
Based on my observations from your post, I want to provide you with a sense of direction moving forward.
I can see how concerning this situation must be, especially when you have invoices available and a strong sales history for the product. The fact that a single customer claim has resulted in a violation on your account is understandably difficult, particularly when you haven't purchased inventory recently.
When reviewing authenticity concerns, the verification process looks for specific elements in documentation that help confirm the legitimacy of your supply chain. Even though you haven't purchased inventory in the last year, the invoices you have from previous purchases can still be valuable for your response.
Could you share your most recent Performance Notification related to this issue? You can find this in your Account Health dashboard under the notifications section. This will show exactly what was communicated about the situation and help identify what specific steps you can take.
When you review your existing invoices, check whether they include complete supplier contact details - not just a name, but full business address, phone number, and email address. The invoices should also clearly show specific product details including quantities, dates of purchase, and product identifiers that match what you were selling.
If you haven't already provided a response through your Account Health dashboard, explaining your situation along with your historical invoices and sales data could help demonstrate your track record with this product. Including information about the hundreds of units you've sold successfully can provide important context.
The forums community and I are here to support you. Please share your Performance Notification when you have a chance, and we can provide more specific guidance on your next steps.
Regards,
Jonathan
