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Need Help with Authenticity Complaint – Invoice Rejected, Confusing Situation
Hi everyone,
We recently received an authenticity complaint from a customer, and we immediately uploaded the purchase invoice to Amazon to address the issue. However, Amazon has responded saying the invoice isn’t sufficient. We’re not sure what else we can provide to resolve this.
To make matters even more confusing, we checked the Voice of the Customer, and the complaint isn’t even about authenticity! The customer mentioned an issue with the software on the device, which doesn’t align with the complaint category.
Does anyone have experience with this? What steps can we take to resolve this and ensure the listing doesn’t get negatively affected? Any advice on how to escalate or provide additional proof would be appreciated.
Thanks in advance!
3 replies
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Is your invoice from a wholesaler, manufacturer, distributor or a retailer? If it is a retailer Amazon often do not accept these, other sources mentioned they do.
Do the business details on seller central match those on your invoice? If not this is a reason for rejection
Are your supplier details on the invoice (including website, email, phone and address). If there are some missing this is a possible reason for rejection.
Is it clear which invoice line on the invoice matches the ASIN? If not try highlighting the invoice line and resubmitting.
Does the invoice match the quantity you sold in the last 365 days on Amazon? Often they want to see this, if it doesn't you may need to submit multiple invoices to show the purchased quantity.
Finally does the brand on the listing match the brand on the invoice/product? If not this is again another reason for rejection.
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