Hi everyone,

We recently received an authenticity complaint from a customer, and we immediately uploaded the purchase invoice to Amazon to address the issue. However, Amazon has responded saying the invoice isn’t sufficient. We’re not sure what else we can provide to resolve this.

To make matters even more confusing, we checked the Voice of the Customer, and the complaint isn’t even about authenticity! The customer mentioned an issue with the software on the device, which doesn’t align with the complaint category.

Does anyone have experience with this? What steps can we take to resolve this and ensure the listing doesn’t get negatively affected? Any advice on how to escalate or provide additional proof would be appreciated.

Thanks in advance!

I sell a compatible remote control for LG TV's on my own created ASIN and also on B077XNRF6N. This was created in 2021 and the ASIN creator is no longer selling on Amazon. Many sellers are selling on this with no issues. I sold an item to a lady who left a negative feedback stating item was fake and didn't match the image. It did match the image on the advert of a generic compatible remote.

What I didn't know was that there was a different image on the backend only visible on the despatch email which showed an LG branded remote. The buyer put 2 and 2 together and got 5. The LG branded remote is on B083S28H34. We have managed to change the offending images by contributing and are trying to get the customer authenticity complaint appealed.

Account health say that we need to get the title changed also as it states: Original remote control for LG AKB 75095308 akb75095308

We didn't create the listing so cannot change it. We have contacted brand registry under case ID 10055934902 saying the word original is not in accordance with amazon guidelines. We have also stopped selling on this listing.

We would like the title to be amended by Amazon as its not in accordance with guidelines. If the moderator from here can help that would be appreciated as we received an unfair authenticity complaint and are trying to remedy the ASIN issues to stop other people having a bad purchasing experience.

Hi,

We are selling multiple asins of a particular brand and directly buying from a authorized distributor. The Asin is B007MJKHPA.

One of the customer did authenticity complain for which we have provided the invoices to Amazon but still Amazon has rejected our several attempts by saying that we have not provided the enough information.

Is there anyone who can help us, its really frustrating.