Inauthenticity Complaints - Account Health Call
Hi all 
I have received the dreaded email to expect a call from the account health support team tomorrow regarding the inauthenticity complaints regarding two ASINs, one in the toys category and one in the software category.
I am wondering if anybody with experience can advise what the best thing is to say over the phone and how to play it out? Although I don’t believe the products were inauthentic, I bought them from retail stores so the receipts won’t be accepted so I didn’t bother to upload them.
What sort of questions can I expect them to ask and what sort of thing should I be saying? Should I say I will delete all inventory as I can’t obtain invoices?
Many thanks in advance !!
61 replies
Seller_EJIX7rqDNQJi2
I am sorry to hear this. Unfortunately, the phone call will be just to advise you that you will need to submit a Plan of Action accompanied with invoices, so whatever you tell them will not matter.
When appealing, you don’t need to say that you sold inauthentic items. Just tell Amazon what you believe made the buyers complain about this issue.
Also, I would advise you to check out my thread with detailed instructions how to successfully appeal Customer Product Condition Complaints. The subject is “Used Sold As New”, but the base is the same:
Seller_1qKTBDbgtHefM
I know it’s stressfull, most of us have been there at some point or another.
The issue is, Amazon is split into so many different departments that DO NOT communicate with each other.
If you contact them in the manner you are suggesting, you could actually CAUSE the very thing you’re trying to avoid. You might speak to someone who does not understand, looks at your account, sees an issue and orders a suspension. Then you’ve got two Amazon departments who don’t communicate with each other taking opposite actions on your account.
As frustrating as it is, your best course of action right now is to wait for a reply otherwise you risk making things worse.
Best of luck to you!
Seller_iBrSIJDZKlsXi
Hi Kika.
We are kind of in similar situation to described here.
I have sent you a pm with a background story and a plan of action, would you please have a look into it?
Thank you
Seller_U9xQVBoDNNRCH
Hello again Kika,
And thank you once again for your advice. Here is our updated POA .
Dear Performance Team,
We are sending this action plan regarding the product authenticity claim that we had on Amazon.co.uk regarding the ASINs: 0000000, 0000000. This is an action plan that is structured in order to prove our credibility as amazon sellers. We want to make sure that those complains will not happen again.
The root causes that led to the issue.
We can guaranty, and also proof that the items are 100% genuine. The root cause of the issue was that we were not careful enough to notice and double check all the details of the items that are available to the customer. In one case some important details were missing, while in another, the details available to the customer were wrong.
Regarding B07K12KN7G, the comments on the return were the following: “Impossible to get on foot. Fitting not made clear on description. Believe FAKE”. The customer returned it since the item was too small and the assumption was made that it was fake. The mistake was that fitting details were not made clear on the description of the item.
Regarding B07K12KN7G, the issue was that the details of the item were wrong. The shoes were listed as leather while the material of the item was textile. We should check the page of the item and see that the details were wrong in order to act accordingly once the item was uploaded in our amazon catalogue.
Greater detail in actions you have taken to resolve the issue.
- We have accepted the return for the ASIN 0000000 and fully refunded the customer.
- The remaining offers on those particular listings are permanently deactivated from our account. Since we do not wish to risk more customers complains.
- We have gone through all current listings and permanently deleted all ASINs which were subject to complains about products been not as described or materially different.
- The images and details of each item are compared to the manufacturer’s informations in order to ensure that our catalogue contains the right information regarding the products that we sell on Amazon.
- We have carefully read all Amazon Policies and Help pages, especially the once regarding Amazon Product Authenticity and Quality, in order to ensure that we will not violate them again.
Greater detail on the steps you have taken to prevent future issues.
- We will daily review our Account Health, to verify that we are within Amazon’s Targets, and handle all Product related notifications.
- We will continue to obtain our inventory from trusted and authorized suppliers.
- We will inspect all available inventory in our warehouse. Any item that has defect or damaged packaging will be discarded. This step will allow us to avoid future customer claims and assumptions of customers regarding the authenticity of the item.
- Before the dispatch of each order, the person who is responsible for preparation and packaging, will inspect carefully each and every item in order to assure that all orders are delivered to the customer in perfect condition. Furthermore he will carefully package the items in order to secure their safe transition.
- We have hired a person at the position of Amazon Inventory Administrator. Her daily routine and responsibilities will be the following:
- Check every detail in amazon catalogue of the new branded products that we intent to sell (Title, material details, available sizes, bullet points, photos etc.).
- If there in anything false or inaccurate, the new employee will open a case in order to update the product information.
- In case that our suggestions are not approved the listings will be permanently removed from our amazon catalogue.
- Keep daily track of A to Z claims and negative feedback in order to handle all customers complains on time once they occurred. If there are complaints regarding particular products in the future, the item page will be carefully reviewed and corrected or permanently deleted.
We are hoping that those informations are enough. In case that you need any additional information, or want to provide us with some guidelines, we are at your disposal at any time.
Regards,
We would appreciate your advice once again.
Regards
