Inauthentic Complaint
I buy in bulk from a supplier. I buy an item in 1000 quantities and then split them into a packs of 5.
Amazon have ask for a years worth of invoices to confirm what I am selling is matching with the invoice.
However the because the invoices say 1x 1000 purchased, could this be why they are being declined by amazon. As I package and sell the item in a 5 pack ?
There is no issue with the supplier and the quantities purchased matches the quantities I have sold.
Any idea how I can get passed this issue with amazon?
Communications all listed below…
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.
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 cover your sales quantity for the items listed below.
To reactivate your listings, please send additional invoices or receipts that cover your sales in the last 365 days for the items above.
Hello
We received your submission but do not have enough information to address the issues with your listings at this time. We cannot accept the invoice you provided because it does not cover your sales quantity over the last 365 days for the items listed below. Ensure that the invoices are issued before 11/08/2022 for the items listed below.
5 replies
Seller_7VbclcPFFRTnc
Contact your supplier and see if they’ll amend the invoice to single units rather than bulk
Edit - which is it -
Seller_fibPlt8VqZvuf
I would need quite a few invoices changed, I will contact my supplier and give that a try.
Thank you for you help, much appreciated!
Seller_pTdEGyy3RCJTn
Hello @Joeys_Mum,
I can understand your concern regarding your listings, for which you received product inauthentic complaints and notification.
Request you to review the policy to understand the violation.
In order to active the listing or remove it from the Account Health Dashboard, you will need to appeal by clicking on the Product Authenticity Customer Complaints and use the Appeal button.
For your appeal to be accepted, you will need to identify the root causes of the issue, describe the steps you have taken to correct it and the preventive steps that you will be implementing to ensure this doesn’t occur again.
Request you to provide the invoices for this product.
Copies of invoices or receipts from your supplier issued in the last 365 days for the ASIN.
–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.
Thanks for reaching out to us.
Regards,
Danii
