Product Authenticity Customer Complaint
We have had a listing removed due to a customer complaint that it was inauthentic. We have sold thousands of the product over many years without one complaint.
I need to gain approval to sell the product now and need help please.
My problem is that the product is one item in a 4 part set which we purchase, split into the 4 items and sell each one separately.
When I submit our receipts for the sets purchased, seller performance is rejecting our application saying that the receipts do not reflect our sales over the past 365 days.
I can only assume that it because the receipts are for the sets and not for the individual product. I have explained that the product is part of the 4 part set but they keep rejecting our appeal.
Has anyone any ideas how we can make seller performance understand that the receipts are for the 4 part sets that we split up to sell and that the item we need approval to sell in is the sets on our purchase receipts?
I would be grateful for any advise or past experiences anyone has had.
Many thanks
0 replies
Seller_7VbclcPFFRTnc
Does the supplier / manufacturer allow their packs to be split ?
Presumably you also have your own EAN or gtin exemption for the individual items as the products actual EAN would be for the 4 part set ?
Seller_77IcbQKVGdZo0
If you have brought 10 sets and sold 40 units in the last year you will only have an invoice showing that you brought 10.
Amazon will not see this as invoices to cover your last 365 days they will want to see you have brought 40 units.
Unfortunately this type of repacking can lead to problems with Amazon.
Seller_rZax50qrWcaoG
Is there anything on there item you sell to say it is part of a 4 part set?
Seller_MAo514yIz77Tl
If you buy a case of 24 cans of coke that is not a multi pack the invoice would show a case of 24. If you buy a case of 24 cans of coke that are in 6 packs, the invoice would show 4 itens.
All cans in each case have a barcode but the 6 packs are not designed to be sold separately.
If your 4 packs are not designed to be split and sold separately your invoice won’t show the correct number and Amazon will reject it.
Seller_Wqg5EgqxuOwDD
In that case surely you’ll have additional invoices that will also be within 365 days and will show additional purchases of the items. So ok technically you’ll be providing invoices for more units than sold because they’re packs of 4 but from Amazon’s POV you’ll be showing the correct amount. I think though you may still come unstuck if the invoice shows the pack’s ean as it won’t reflect the ean on the listing.
Seller_B4VbHpnDLDLAU
Just want to make sure that your buying gift sets that you are actually still purchasing from an official supplier / wholesaler and not a retail outlet.
Another reason it may be rejected.
Also I wonder if amazon frown upon this as some gift set products say on products do not sell separately.
Just theory’s.
Seller_rGtEcZnu0JTRD
Reading through all the posts, and from my own experience of over 10 years dealing with Amazon, my personal view would be that you are not going to win this one, Amazon will only accept invoices for the exact product you are selling, and it sounds like this is not somehing you can produce, as soon as you open the pack, and seperate the products then they no longer match the product that you purchased, and you certainly do not have an invoice with the correct EAN. They may even take the view that the items can no longer be sold as new, as you have removed from the retail packaging. Personally I think you will need to take the hit, and move on from this one.
Seller_ERAI5cuMoZpOS
Hello, I have had some experience with this so may be able to help. I buy multipack products that are broken down and I then sell them with other stuff as bundles, my listings do match all the requirements for bundle listings as well. I had a customer complain about an item, and submitted my invoices, and they were accepted. I submitted all the invoices relevant to the bundle, and although the products on the invoices were the ones that I had sold on the listing, their names did not match exactly, as it would be impractical to do that. For example on the invoice, it would say “White canvas over shoulder bag” and my listing would just say “X bundle with X and bag” and so from that, you can see amazon would accept invoices that reflect the amount sold even if the listing isn’t a copy and paste straight from the invoices name.
Also following on from where I said I buy multipack products above, in my experience, it is allowed on amazon to some degree. For example, if you bought a box of 40 soft toys from a wholesaler, then obviously you are allowed to break them down and sell them as a singular, not as the full 40 boxes you orignally bought and as your invoices would say.
Seller_I3E6fQQqOFqlF
Buy a quantity of the moisturiser, submit that invoice and off you go again.
