Help to Get Amazon to use Common Sense
Hello Everyone,
Please could someone help in advising how to get Amazon to use common sense if possible please .
Yesterday evening I got an inauthentic complaint on my account for asin :- B01LTHBO8Y
Now this product is taken from a mixed box of chupa chups lollies and repacked into individual flavours , in this case cola. The feedback for this product proves exactly why i do it - customer compliment the fact they can now buy there favourite flavour with out now buying a mixed box with flavours they do not like.
Been selling this asin now for probably 6 or 7 years. This is the only 1 inauthentic complaint Ive had.
Amazon are refusing the invoice as the invoice states " CH CH The BEST Of BULK 1x1200 "
Ive explained in grrat detail with pictures to show what I have done to create this asin -but they are refusing the invoice as it does not state cola or the word chupa chups.
Ive asked them to contact the manufacturer directly to confirm the authenticity - but they wont do that.
Any help or advice appreciated…
by the way the asin is still active and i have stock to send - should I send what I have ?
Best regards Mike
Seller_esvgLzKXw2YAl
I guess a lot depends on your relationship with the company.
I work with a multi as well, but know the sales guy extremely well and this is the kind of thing they will do for me.
So hopefully, they will for you too.
12 replies
Seller_GJB0Xc3R2ydPq
Original Message
Dear M.V.S Wholesale,
We received a complaint from a buyer about the authenticity of a product they ordered from you, which is listed at the end of this email. Your listings are still active.
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 (http://sellercentral.amazon.co.uk/gp/help/201165970)
Policies and Agreements (http://sellercentral.amazon.co.uk/gp/help/521)
Amazon Services Business Solutions Agreement (http://sellercentral.amazon.co.uk/gp/help/521)
What happens now?
Your listings are still active, however to remove these violations from your Account Health Dashboard, 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
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?
To send us the required information, please visit your Account Health Dashboard (http://sellercentral.amazon.co.uk/performance/dashboard?ref=ah_em_pq) in Seller Central and click on the appeal link next to the impacted ASIN.
If we receive more complaints about your listings, we may remove them.
You can view your account’s performance at (http://sellercentral.amazon.co.uk/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)
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.
Seller Performance Team
Seller_GJB0Xc3R2ydPq
I supplied invoices and pictures with an explanation on how this asin is created and I got this response.
Dear Seller,
We received your submission but do not have enough information to reactivate your listings at this time. We cannot accept this invoice because it does not include the items listed below.
ASIN: B01LTHBO8Y
Title: Cola Flavoured x 50 Chupa Chups Lollypops, Ideal Party Bag fillers / Favours
To reactivate your listings, please send the following information for the items listed above:
Copies of final invoices or receipts from your supplier issued in the last 365 days
–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 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. The total allowed attachment size is 10MB.
How do I send the required information?
To send us the required information, please visit your Account Health Dashboard (https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq) in Seller Central and click on the appeal link next to the impacted ASIN.
What happens if I do not send the requested information?
If we do not receive the requested information, your listings for the above item(s) will remain inactive.
Please note, it says will remain inactive - but the sin is active. I can send more stock if wanted ( not sure if i should )
Seller_UUJAfV9h2D90D
This is unfortunately the difficulty that you can face when creating unique bundles. AMZ won’t be able to match exactly the item that you’ve purchased to the item that you sell. As @NEil has said, your best bet will be to contact your supplier. if I were you, I wouldn’t go sending any more inventory until it’s resolved.
Seller_GJB0Xc3R2ydPq
Hi Neil,
Ive already asked them, got to wait till Monday for there response. Im not holding out much hope though as they are multi billion pound company and editing a back dated invoice may go against there policy.
I have asked them to change description to " Chupa Chups Lollies Consisting Cola, Strawberry, Apple, Raspberry, Strawberry And Cream, 1x1200 "
Usually they are very helpful though, so fingers crossed…
Seller_GJB0Xc3R2ydPq
Thanks - have done this, fingers crossed for Monday…
Seller_esvgLzKXw2YAl
I guess a lot depends on your relationship with the company.
I work with a multi as well, but know the sales guy extremely well and this is the kind of thing they will do for me.
So hopefully, they will for you too.
Seller_GJB0Xc3R2ydPq
Im lost for words - Ive sent many emails this morning explaining the situation - repeating myself non stop. Persistence as paid off… I just got this
Dear seller,
We reviewed the information you provided and decided that you may continue to offer these items on Amazon:
ASIN: B01LTHBO8Y
Seller_esvgLzKXw2YAl
Lol, typical. Well you must have managed to actually get past the robots and got someone with some sense. 
Seller_ubkVSkDCpAwbe
But the outer packaging needs to show many different things and will have a barcode that is specific to the product. How do you do this? Ingredients, calories, warnings, recycling info etc
Seller_gXhWKJ06yF3yd
glad this worked out.
amazon and common sense - like asking a pig to fly!
