I have experienced the same. A bogus counterfeit claim resulting in a Policy warning. I am the brand owner and sole supplier of this product so it is impossible for the customer to receive a counterfeit.

Anyway I was asked to submit an appeal, however whilst the buyer had been refunded they had not returned the product they received. I was told to wait til the product was sent back to inspect it before making an appeal. This was months ago and the buyer never returned the item. As a result I cannot submit an appeal (how can I when I can't see what they received?). Despite this Amazon won't remove the defect on my account either. To top it off the same buyer left a 1 star review, taking it from a 5 star to a 4 star product, (and no that can't be removed either). Lovely.

Hi, SimplyNikNaks, likewise getting very disheartened, been on here nearly a decade and the most worrying thing i find is re-verifications seem to be getting far harder and longer (endless amounts of documents been sent). The whole uk establishment thing early in the year was a nightmare to get through, last week we had our vat number rejected after 9+ years, that took days to sort as Amazon wanted an old style certificate that HMRC no longer issue (luckly had an old one from 2018).

I mean this item they now are saying is counterfeit is simply a plain hat - it has no branding or logos or trademark. How on earth can they have given any credence to it being counterfeit? The complaint has not come from my supplier (who also manufacture it and I have a letter of authority to re-sell their products and the EAN points to them) so its a mystery who could have made the complaint and for Amazon to have taken it this serious.

My last message from Amazon was that they were unable to verify my supplier (despite then having their name, address, telephone number, website sent to them) - and I checked with the supplier and no one from Amazon has attempted to communicate.

Amazon are now asking for my suppliers supplier details - errm my supplier is the manufacturer. There is no suppliers supplier - only the factory where they are made.

This can happen like every week. Customers sometimes do it accidentally, will be referring to another item or seller. When the Customer admits they made a mistake Amazon makes it impossible for the customer to undo the damage they caused even if they wish to withdraw the complaint.

You have to attach like 1-2 invoices and send no big deal.

If you think this is bad you have a lot to look forward to! Wait until Amazon loses thousand of pounds of your stock and refuses to reimburse you, wait until you get scammed for A to Z Claims, when they completely remove the listing from Amazon deleting it and don't let you know why.

Wait until they freeze your money for weeks, wait until it takes about 6 weeks and a few hundred pound to get your listings back. When you decide to get transparency they reject all of their labels for no reason, take no responsibility then overcharge you hundreds in removal fees and lose you thousands in sales.

I know it's annoying but you get used to it, soon this will be the least of your worries on Amazon wait until you have to ask Seller Support 14 times to do something

So after a lot of back and forth I have finally gotten to the bottom of the problem.

Customer wanted a straw hat. My hats are made of simulated straw (and says so in description). So their actual complaint was bogus as they had not read the description correctly and the fact they used 'inauthentic' in their complaint caused so much aggravation. The customer was just a normal customer - they had no authority on the issue, were not brand holder or anything so for Amazon to give any credence to such a complaint in the first place was a bit ridiculous.

Nevertheless, Amazon wanted last 365 days invoices from my supplier. I got my supplier to send me copies of all invoices from May 2023. I would send invoices, Amazon would come back to say they could not verify supplier (they had made no attempt at even contacting supplier as I asked the supplier) so then Amazon wanted suppliers supplier invoices. I would explain there was no suppliers supplier as I bought directly from the manufacturer who designed and produced the hat. Then Amazon would ask for last 365 days invoices, I provided and whole sequence kept repeating.

Finally an Account Health Specialist I spoke to (for the third time on the issue) said that if I went to Manage Orders, and searched last 365 days for the ASIN that the number Amazon said I had sold was greater than the number of units I had bought on the invoices.

So I checked - the trouble was

1. As Amazon kept asking for invoices from last 365 days and that is what I provided - items sold May 2023 were actually bought in April 2023 - so these invoices were missing and this stock meant my total bought was higher than Amazon calculated just from looking at last 365 days. So I provided invoices from April 2023 to May 2024 instead

2. Looking at the sales Amazon said I had made I realised they were counting orders made - not sales. There were many refunds where customer had returned the hat and it had then gone back into stock and re-sold. So the number reported by Amazon was higher than actual sales.

Taking into account units bought in April 2023 and the returned/re-sold items and it proved I had bought more units than had actually sold.

When appealing , Amazon only allows files to be uploaded and has no box for additional information. So I created a Word document containing the above information with actual figures showing my calculations and finally Amazon have agreed I can continue selling the item.

So for a month now I have been tied up on the issue. And all because Amazon gave credence to 1 complaint out of 1000 from someone who had no authority on the issue - and because Amazon could not understand basics of having to buy in stock before it can be sold (hence they needed more than last 365 days invoices) and the fact they were counting orders made and not actual sales.