Listing inactive and account being at risk due to selling counterfeit product
Hi,
I received an email from Amazon stating that one of my listings got inactive due to selling of counterfeit product. My account was also put on risk due to Product Authenticity Customer Complain. I was asked to submit copy of invoices, showing details of the buyer and seller.
I have provided all the relevant documents such as a copy of invoice and proof of payment. However, the listing is still inactive. I was again asked to provide exactly same piece of documents.
My concern is not the listing being inactive, but the violations which put my account on risk.
Is there anyone who faced similar issue? Please share your experience.
Thanks.
1 reply
Stevie_Amazon
Hi there @Seller_o4MA1YgFAFQ5J,
Thank you for utilizing the Seller Forums.
I understand your ASIN has been deactivated due to receiving customer complaints about the authenticity of your product.
Product authenticity is held within high regard in this light, as it is considered the same as intellectual property. Even more so, it is important to offer and sell authentic products as buyers shop on Amazon with a confidence that they can find exactly what they are looking for in addition to receive products that are accurately described.
When these types of complaints or concerns are received by Amazon, there is an attempt to verify your supplier and, if need be, further supply chain information. It is important that all of your sourcing documentation meet the following requirements:
- Copies of invoices, receipts or other similar documents that demonstrate where your products are produced or manufactured
- These documents:
- Should reflect the sales volume of your product across all Amazon marketplaces in the last 365 days
- Should demonstrate your product’s full supply chain
- Should include contact information for the supplier(s) and the original manufacturer. We may contact suppliers or manufacturers to verify the documents
- Your documents should be able to trace your products to the original manufacturer even if you did not purchase them directly from the original manufacturer. This may require requesting additional invoices or supply chain documentation from your supplier if you are not sourcing directly from the manufacturer.
- You may remove pricing information, but the rest of the document must be visible to enable adequate review of the documents you provide. For ease of our review, you may highlight or circle the ASIN(s) under review.
Does the documentation submitted meet these requirements? If any information does not match what you have listed in seller central, this can impact the verification process of the documentation.
It is important to consider what aspects of your sourcing process could have contributed to any customer feedback or questions of authenticity of the product. Is your supplier a authorized distributor or licensed to sell the branded item in question? How were you able to verify that information?
Do you have aletter of authorization or licensing agreement from the brand? If so, you will want to provide this information as well.
What else could contribute to your buyers having this type of experience? I suggest looking over the listing itself for any information that might be misleading or irrelevant. You can find more insight here.
What response did you receive to the documentation you submitted? Feel free to provide the performance notification in your next reply, after removing all personal details.
The forums community and I are here to support you,
Stevive