Fake item claim 10 months ago
Customer messaged Amazon about an item they purchased july last year saying it was fake (obviously not the case) will this affect my account health as its 9 months ago?
33 replies
Seller_esvgLzKXw2YAl
It could do. But what do you mean that they messaged Amazon?
Seller_D59sukg3PflcJ
Hi @batterydirect1
I’m Aksh from Amazon, here to assist you.
We understand that you have queries related to your account health and would recommend you to reach out to our Account Health Support team via the “Call Me Now” button on your Account Health Page as they will always be your first line of support.
Kindly feel free to post on the thread for any further assistance. The Forums community and I, are here to support you.
Regards,
Aksh.
Seller_xUKHc5xSYJmI4
We read on the internet Amazon are attempting to crackdown on counterfeit goods on the website unfortunately during this process we are noticing increasing number for false infringement claim on the forum. Sometimes its a competitor asking their frends to damage a competing seller business…
Seller_g9A9pMrqcDqa1
Presumably you have replied to the message giving the buyer your assurances that the item is genuine and the returns period has now expired?
Two violations should not deactivate your account. Often when the word fake is sent in messages it gets picked up by the bots and you’ll then get notified of a violation, sometimes weeks later.
If you haven’t already done so delete the item permanently from your inventory rather than leave the quantity at zero.
Seller_xUKHc5xSYJmI4
It seems rather odd the customer is alleging something is fake after such a long period. Do they actually send you any information to determine why they believe the item they purchased is fake?
In order to determine whether the product is fake they would normally need to see the genuine product and do a comparison then contact the seller or Amazon detailing why they believe what they purchased is fake. Also the brand owner would be able to answer an concerns authencity of the product they ordered. Contacting Amazon without any information would make it difficult to determine whether the product had been exchanged for a conterfiet product. Whilst invoice from the authorised source may determine the authencity but not always the case when the items were purchases years ago or longer. We do hear on the platform false trademark infringement claims without any information to support the claim made.
Providing Amazon with an invoice where the goods were purchased from wont always be proof because stock levels no doubt chage daily especially if you sell on multiple online platforms.
Seller_yk3kzHpjMMa4B
Dear @batterydirect1 ,
I’m Mary from Amazon, here to assist you.
From the post above, I understand that you need help with account reactivation.
From your post above, it’s clear that the team has taken this measure because team has observed some unusual activity on your account regarding the issuance of refunds to customers in excess of the total order value without sufficient justification. This conduct misuses our services and is in violation of our selling policies and seller code of conduct.
In order to reactivate to your selling account do submit a detailed appeal in 3 parts :
– The root cause(s) that led to the above policy violation.
– The actions you have taken to resolve the above policy violation.
– The steps you have taken to prevent future violations of the above policy.
Do you believe your account has been deactivated in error?
If you believe you haven’t violated any of the policies and the refund was as per the policies of Amazon do provide an explanation, along with the evidences of the actual price and the refund price for the orders which are mentioned above in performance notification that has been sent from the team.
Please go through the Selling policies and seller code of conduct
If you need any further assistance, you can post here so that we can help you.
Regards,
Mary
