Product Authenticity Customer Complaints - Amazon won't recognise the item on the invoice
Received a Product Authenticity Customer Complaints for B0D86BP6M2.
Took a bit of digging, but found out that recent customer left a comment on Voice of the Customer that he thinks "the package doesn't look authentic"
No feedback was given or return requested, so not entirely sure where that commens is coming from, but anyway.
I only buy from Bandai authorised distributor, and have all invoices ready. Submitted them immediately.
3 days later have a response - Amazon could not match the item on my invoice to the ASIN.
I highlighted it on the invoice.
My distributor lists this item on their invoice as
DRAGON BALL SUPER HERO SON GOKU (R) SHF
Amazon's title is
TAMASHII NATIONS - Dragon Ball Super: Super Hero - Son Goku Super Hero (Remission), Bandai Spirits S.H.Figuarts Action Figure
It is the same item, I only list using EAN which matched.
What shall I do? There's nowhere to provide comment when I try to resubmit the invoices. Just resubmit them again?
I have asked my distributor if they could add to the title, they said yes, they can add another line just below this one on the invoice adding EAN and Bandai Tamashii Nations.
But this makes me worried if Amazon in their infinite wisdom will think this is an altered invoice and just nuke my account for that?
Please, seasoned Sellers, I need your advice!
7 replies
Seller_ZJhFeE3tNKzfh
Try marking the invoice with the ASIN. Amazon staff don't believe any other external SKUs exist (even the EAN) because Amazon is king and Amazons ASIN is used worldwide by all companies even those not on amazon (in their heads).
There may also be an issue in that there is no reference to the brand Tamashii Nations though - you are right.
Can't guarantee - but i'd try the ASIN method first
Seller_zwoYg1nbgxxeu
Just to update if anyone in the future faces similar issue.
In the end I submitted the invoice with one extra line added below the item on my supplier invoice with item EAN and Brand name.
My vendor has kindly provided this additional information on their invoice.
After submission, probably in 12 hours Amazon responded that I can continue selling this ASIN and no further action is required.
Violation has disappeared from account.
Seller_SzPNurvseVDYn
I had a similar situation recently, and spoke to my account health manager. He advised me that adding a short text document with an explanation note is often helpful.
Seller_RoMp2zgveUF63
Issuing a new invoice is common and it's not altered you can always attached the invoice from them with the invoice attached.
Unfortunately Amazon has a 6 week waiting list for processing the paperwork, as we found out! After 6 weeks we just got reactivated, took them 6 weeks to review our first submission
Seller_z8gQjGCMCqPXN
✅
Professional Advice: How to Proceed
1.
DO NOT Modify Existing Invoices Yourself
Never manually edit, annotate, or mark up invoices with highlighters or Photoshop. Amazon considers this a serious violation and may interpret it as document forgery.
2.
Ask Your Distributor to Reissue the Invoice
If your distributor is cooperative, ask them to reissue (not edit the old one) a new, official invoice on their letterhead that includes:
EAN/UPC
Amazon ASIN (if possible)
The full product title (or both their internal title and Amazon’s title)
Confirmation that they are a Bandai authorised distributor
This will be seen as a legitimate update rather than an altered invoice.
3.
Prepare a Clear Explanation Letter
Create a PDF document explaining the discrepancy and submit it alongside the invoice if Amazon allows. If not, prepare it to present to Seller Support or Account Health. Include:
A sentence clearly stating that the product is authentic and sourced from an authorised Bandai distributor.
A statement like:
“The item is listed on our supplier’s invoice under their internal naming convention: ‘DRAGON BALL SUPER HERO SON GOKU (R) SHF’. However, it refers to the same product as ASIN B0D86BP6M2 (EAN: XXXXXXXX), as sold on Amazon under the title ‘TAMASHII NATIONS - Dragon Ball Super: Super Hero - Son Goku Super Hero (Remission), Bandai Spirits S.H.Figuarts Action Figure’.”
Also note in the letter:
You have not received any returns or A-to-Z claims.
You proactively responded to Voice of the Customer feedback.
You can provide proof of authenticity directly from Bandai if needed.
4.
Use Seller Support or Account Health Line
If you’re blocked from providing comments during resubmission:
Open a case with Seller Support under “Product Authenticity” > “Product Detail Page and Invoicing”.
Or call the Account Health Support line and escalate. Ask that they allow you to submit a statement of authenticity and reissued invoice.
Request that an investigator manually review the invoice and EAN match.
5.
Use Amazon Brand Registry (if applicable)
If you’re brand registered or work closely with Bandai, request that Bandai or the distributor contact Amazon directly to verify your sourcing chain.
⚠️ Be Cautious:
Don’t resubmit the same invoice repeatedly without changes—it can trigger suspension flags.
Avoid submitting an altered invoice. Even well-meaning edits from the supplier must look like naturally issued, clean documentation.
🛠 Optional (Advanced):
If this keeps happening, consider:
Adding EAN and supplier title to your product listings’ backend fields.
Using tools like Transparency by Amazon, if you become eligible, to pre-verify authenticity.
Contacting your distributor for a formal authorization letter, stating that you’re allowed to resell Bandai items and referencing the ASIN.
