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Customer files false Authenticity claim and Amazon remove listing, Customer admits claim false , but Amazon refuse to re-instate listing or remove Account defect due to our inability to provide an invoice less than 365 days old.
A complaint was raised by a repeat customer regarding the authenticity of an item purchased from my store. This complaint was submitted over a month after the item was received. Upon investigation, I was able to demonstrate to the customer, with clear evidence, that the item supplied was indeed authentic, and the complaint was based on a misunderstanding. The customer ultimately admitted that the error was on their part, as they had mistakenly returned a different item purchased from another supplier.
Despite resolving the issue directly with the customer and providing all relevant documentation and communication to your team, my listing has not been reinstated, and the defect remains on my account. I believe this has occurred due to an overly rigid requirement for a recent invoice from my supplier, Audio Technica, which is no longer available as the product was discontinued over three years ago. As such, no invoices are available beyond 2022 from ANYONE as I bought all the remaining stock
Legal Basis and Concerns:
The continued suspension of my listing and refusal to remove the defect from my account raises serious concerns under both Amazon’s own policies and applicable regulations, including the General Data Protection Regulation (GDPR). Under Article 16 of the GDPR, businesses are entitled to the rectification of inaccurate data. The erroneous defect placed against my account constitutes such inaccurate data, as there is no factual basis for this defect, given the customer's admission of error.
3 replies
Seller_mS10UjVYuuGor
I hope you know you're reaching out to other sellers in the forums rather than to Amazon directly. You can try tagging in one or more of the forums moderaters who maybe able to escalate the issue on your behalf but sometimes their hand are bound by Amazon policy.
From me, another seller so this is opinon only it appears you're stuck because of an Amazon tick box rule requiring invoices to be under 12 months old. You might be able to get past it if you follow process and have the patience to see it through.
First port of call is Seller Support who are probably the one's asking for the invoice and and are now resending the same automated replies so time to move on.
Next step is the managing director email who may or may not reply but you need evidence of attempting contact there to follow process.
Thirdly and where you're likely to get a decision is mediation (for details type mediation into the internal search) as these certainly get looked at by human eyes. There is a threat of a fee but many are sorted one way or another before it becomes payable. If the goods are unlikely to have deteriorated over three years of storage Amazon may allow them to be sold (e.g. a boxed set of coffee mugs) but if they are likely to have degraded in that time (e.g. just about anything with an internal battery) they probably won't reinstate the listing. Good luck.
Sarah_Amzn
Hello @Seller_7vQs2q9en0HyH,
Welcome to the Forums!
I'm Sarah with Amazon.
Have you tried to reach out to Seller Support regarding this issue? If yes, could you please share the Case ID?
Kind regards,
Sarah.
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