Plan of action regarding inauthentic
Hi all, so earlier today I received a performance notification for two items I’ve received complaints about. I sell retro games, One of the items I sent the customer an American version of a ds game (stated this on my description) instead of the English equivalent (seller messaged saying item is clearly a fake). I have since refunded them. The second item I have searched through feedback,a-z claims, return requests and messages dating back 6 months and can’t find anything relating to this item. Amazon have asked me to send them a plan of action but I’m struggling. All my items are listed as used as theyre second hand but seller support keep saying I need invoices which I clearly don’t have as most items I sell are from car boots.
Please can someone assist me in what I need to write? Sorry for the long message
13 replies
Seller_aKoA57HISfDhJ
working on a POA my self
similar experance
Seller_cDarHnP6PRJ0v
Hello @Californian_dreambo1,
As per the information provided I understand you wanted some advice in writing a plan of action.
Please note that sellers are not supposed to sell second hand items, only new items are allowed to be sold on Amazon and it should be from reliable suppliers.
Basically for in authentic related complaints as per the procedure invoices are required of the products which you are selling on Amazon platform. If you are unable to provide with invoices mention those in the plan of action in why you are not able to submit the invoices.
To come up with better plan of action please look into the below points:
Root Cause: Mention the reason in why the customer have given inauthentic complaint? For this I would recommend to check your negative feedback’s, A to Z Claims, buyer & seller communications and reviews to get a better understanding on it.
Corrective Measures: Once root cause is identified, mention what all steps you have taken in order to resolve the issue? What action have you taken after you received the complaints to resolve the issue?
Preventive Steps: How will you ensure that this is not a repeated issue on the selling account? How will you ensure Amazon that you are not listing or selling inauthentic products? What is the proactive steps you have taken to ensure the account is in compliance with Amazon’s policies?
Requesting you to provide with the above details in the plan of action and appeal it accordingly to the appeals team.
Good Luck!!
Dhoni
Seller_f5cnodyVjLD4S
This’ll be news to Momox,WOB etc… and all the other big players. They’re gonna love this! 
Seller_ClXXrSNsyNxyN
Sorry going back to this, unfortunately you will always get a (hopefully) small percentage that will do this and you will be out of pocket, just move on.
In regards to invoices just create your own, I use this one:
Seller_cDarHnP6PRJ0v
Hello @Californian_dreambo1,
We missed to provide some useful information in the previous post. Based on your post, I understand you need some advice with preparing a Plan of Action.
Let’s work together in finding the solution.
Like I mentioned in the previous post, your appeal need to identify what aspect of the product could be considered inauthentic, think about it on the perspective of the buyer and follow the below steps:
What steps will you take to ensure the item’s physical condition matches the advertised condition at the time the items are packaged? How will you improve your packaging to prevent damage during transit and ensure buyers receive their order in the advertised condition?
How you will reassure buyers that the condition they purchase the product is the condition they will receive. How can you educate buyers as to what to expect from your products?
Have you/how often do you reevaluate the product detail page to verify the information matches the product you are currently selling? How regularly do you review your listings for accuracy?
We require invoices or relevant documents to ensure that you are procuring products from genuine suppliers and in case of a lack of evidence, please mention the reason in your appeal. And what will be you action towards those listings?
Regarding the invoices, I would recommend you to connect with the supplier from where you have purchased these items.
Keep in mind that Amazon takes complaints of authenticity very seriously, I encourage you to review our policies about Amazon Anti-Counterfeiting Policy in your Seller Central https://sellercentral-europe.amazon.com/gp/help/201165970 and Condition Guidelines for product listings https://sellercentral-europe.amazon.com/gp/help/200339950#videogames.
Thanks,
Dhoni
Seller_3hd2YNAmyk5tO
Please can someone help me. Amazon keep saying that my POA isn’t good enough
Dear Amazon.co.uk Seller Performance Team
Thank you for providing me with the opportunity to appeal my possible seller account suspension for an inauthentic complaint
I understand that Amazon takes failures to comply with their requirements very seriously and I would like to share with you my Plan of Action in which I will explain what I have done to prevent similar complaints in the future
What was the root cause that led to the issue?
• Regarding Pokemon Mystery Dungeons: Explorers of Darkness - Item received by the customer was an American version of the game, which differed from the photo in the Amazon Product Page. Exactly the same game but slightly different box (my description stated that the item was the American version)
• Regarding Rayman – I have been through 6 months of messages, Feedbacks, A-Z claims and Return Requests and I can find no correspondence regarding this particular item and am therefore unable to establish what the root cause was
I take full responsibility that the item (Pokemon) the customer received was slightly different to the products pictures
What actions will you take to resolve the issue?
• The affected customer has since return to the item and I have provided them with a full refund plus return postage. I responded straight away to the customer in question and asked that they open an official return request in order to get the refund sorted.
• I have since removed both listings from my Amazon inventory and disposed of these items to stop these being sold in the future.
• I would also like Amazon to remove these listings to ensure that I can’t relist these items
What steps will you take to prevent future issues?
• I will instigate an internal review of all my inventory listings and make the necessary steps to ensure that every listing adheres to Amazon guidelines.
• I will personally go through each and every listing in my Amazon inventory and remove each one which is materially different to the Amazon Products Page picture/description.
• As I am an individual seller and have complete control over the company all future listings will be added to the system by myself and I will ensure that every item listed is matched perfectly to the Amazon Product page picture/description.
• 100% of my inventory is second-hand and is only ever listed as “used” on the Amazon platform. Every item I sell is between 5-30 years of age. I have removed all items from my inventory that are listed as “new” and which I have no invoices for.
• In the future I will ensure that all future inventory has invoices and ensure that I source appropriate suppliers
I have been selling computer games for almost 25 years of my life and have never sold an inauthentic item to a customer as I am aware that that is illegal. I understand the severity of the situation regarding inauthentic items and understand that each case needs to be investigated. I now understand that in future I need to only sell items that match the description and picture provided by Amazon and also that I have invoices for
I believe that this plan sufficiently addresses the complaint and I am looking forward to carrying on selling with Amazon
Sincerely, Californian Dreamboat
