Product Authenticity Complaint
Hi,
I recently got a authenticity complaint for one of my products (ASIN: B0D6FZWS3F), indicating that the product size that I sell does not exist.
I have submitted multiple appeals contents of which include: Invoices from my supplier indicating sold stock within the last 365 days, Supply Chain Documents tracing the origins of my stock to the original manufacturer, and invoices from my freight forwarder, indicating delivery from my suppliers to the UK. These have since been rejected.
Upon calling an Account Health Specialist about my reason for rejection, they had concluded that all the information that I have provided was correct, and subsequently submitted my appeal for a second review. Unfortunately, I have lost access to the "Call me Now" feature on the Account Health Dashboard, therefore have lost the ability to check on the status of that review, and furthermore the reason as to why it was rejected.
My account has since been deactivated (which I was told would not happen), and I am lost as to what to do. I have submitted a reactivation review since, which seems to have been auto rejected, with the rejection email indicating that I have "not submitted sufficient information" but does not give me any further detail on what more I could submit.
Has anyone else got experience with product authenticity complaints, and could advise me how to navigate this? Additionally, is there anyway for my access to the "Call me Now" feature be reinstated, so I can speak directly to specialists?
Thanks, minskin
4 replies
Ash_AMZ
Hello @Seller_OUX0AHNwC80XN,
Ash here to assist.
Thanks for sharing more detailed information over this thread.
It has been understood that you need help with your account reactivation which has been deactivated due to the product authenticity concerns.
Violating the code of conduct or any other Amazon policies may result in actions against your account. Due to these policy violations, we have removed the Call me now feature on your account health page; however, we continue to provide support through written correspondence through your case log.
Submitting the invoices from unverifiable suppliers is a common reason which leads to the rejection of your appeals.
Did you ensure that your supplier is verifiable?
Did you ensure the invoice is valid and meeting the Amazon standards?
Please be informed that the invoices should meet the below criteria :
--Copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs impacted.
-- These documents must reflect your sales volume over the last 365 days.
-- Please include the business details for your supplier, including the business name, business phone number, business address, and website . We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier’s 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 ASINs under review.
Any invoices which is not meeting the above standards will be deemed as invalid.
If you have further questions, kindly keep up posted, Seller forums community and I are here to support.
Regards,
Ash.
Seller_OUX0AHNwC80XN
Hi Ash,
Thank you for replying.
As stated in my original message, when I still had access to the Call me now feature, I spoke to an Account Health Specialist who gave me verbal confirmation that all my documents were in order. These were then sent in for a second review.
I have checked the contents of my documents since and can confirm they meet all the criteria stated.
I would like to understand the reason for the rejection following this second review; and whether it may have been something the Account Health Specialist did not spot, or if it was something else entirely. This will allow me to find out what else is missing with my documents and enable me to contact my suppliers to get all the correct information.
Thanks, minskin
Oliver_Amazon
hello @Seller_OUX0AHNwC80XN
Thanks for your question. I´m Oliver and I will be looking into your issue today.
Your account got deactivated for a Product Quality problem and the submitted invoices were rejected and then even sent for a second review, but still the account is blocked.
Ash already shared our invoice requirements.
You said you checked the invoices with Account Health Support first who said they were valid. Account Health Support can only give their view and check the documents against the requirements, but are not the team who is fully trained to accept or reject invoices, so you only can be sure after submitting the appeal through the "submit appeal" path or through a second review.
I hope this clears your doubt.
Have a good day
Oliver
Seller_OUX0AHNwC80XN
Hi Oliver,
Thanks for reaching out.
I am totally committed to providing the correct information, as evidenced by my previous submissions. However, it is important to know what specific element of my submission did not meet your requirements. I was further informed that I would be able to access the outcome of the second review by communicating with the Account Health Specialists. Without this information, it is very difficult to know what more to request from my suppliers. Would you be so kind as to let me speak with the appeal team, Account Health Specialists, or provide me with the results of the second review?
Thanks, minskin
