Buyers contacted amazon saying items are fake? Now needs plan of action. Help!
I sell a couple of different products that I source from trusted suppliers. I have sold hundreds of each. Yes a single buyer contacted amazon and they stopped me selling one line. I tried uploading evidence but they didn’t seem to see reason.
Now a buyer has contacted on one of my most popular lines and I’m concerned about the impact it will have on my account.
The buyer has purchased from me before for the same product. Nothing has changed ingredients wise or supplier wise. Should I be concerned as they said its fake due to a irritation to the skin?
3 replies
Seller_XtciS8Pgea9vP
Dear Rebecca Piddock/Keelinge Becs Boutique,
We removed some of your listings because of buyer complaints about the authenticity of an item they received from you. The listings we removed are at the end of this email.
Why did I receive this message?
In order to ensure that customers can shop with confidence on Amazon, we take “inauthentic” complaints seriously. The sale of counterfeit products on Amazon is strictly prohibited.
You can learn more about Amazon’s policies regarding the sale of counterfeit items in Seller Central Help:
– Amazon Anti-Counterfeiting Policy (https://sellercentral-europe.amazon.com/gp/help/201165970)
– Policies and Agreements (https://sellercentral-europe.amazon.com/gp/help/521)
How do I reactivate my listings?
To reactive your listings please provide copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed at the end of this email.
–These documents should reflect your sales volume during the last 365 days.
–Please include contact information for your supplier, including name, phone number, address, and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.
–You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
How do I send the required information?
Please send the requested information to seller-performance-policy@amazon.co.uk.
What happens if I do not send the requested information?
If we do not receive the requested information your listings will remain deactivated. If we receive additional complaints about your listings, we may deactivate your Amazon seller account.
Have your listings been removed in error?
If you believe the complaints about the authenticity of your items are unjustified or received in error, please explain how you identified this issue and we will investigate your concern (for example, a complaint created by a competing Amazon seller).
You can view your account’s performance at (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/gb/app/amazon-seller/id794141485?mt=8) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
ASIN: B00BO0A4YC
Sincerely,
Seller Performance Team
https://www.amazon.co.uk
Seller_cJms0GbotqqtV
Amazon have asked for copies of invoices/receipts from your supplier. So that’s what you should send them in the first instance. What happens after that depends on whether Amazon accept that your supplier is an acceptable source.
Paul
