Hello,

Background:

I've been selling on Amazon for a while and have successfully sold over 1400 units of a particular product. Recently, I received a product authenticity complaint, which I strongly suspect may have been filed by a competitor.

Document Submission:

Upon receiving the complaint, the Amazon Account Health team requested documentation to prove the authenticity of the products. Thankfully, I had all the necessary documents and submitted them promptly.

A few hours later my appeal was rejected. I called the Account Health team and was informed that the order quantities on the invoice were not sufficient for the number of orders made. This was however incorrect. One invoice showed 200 items of which contained 12 units resulting in 2400 total units. I immediately contacted my supplier and asked them if they could update the invoice to show the exact number of units.

Second Rejection:

Despite resubmitting, my appeal was rejected again. When I reached out to the team, I was told that the validity of the invoice could not be confirmed and that this is the reason for the rejection.

Third Rejection, Fourth and Fifth Rejections etc.

The next day, I provided email history as well as message correspondence and official bank statements all showing dates that correlate with one another. My appeal was rejected yet again.

I'm not sure what more I can do. Has anyone else experienced something similar? What steps did you take to resolve it?.

Hello,

I’m reaching out to the community for guidance regarding a Product Authenticity Complaint that remains unresolved despite multiple submissions of all requested documentation. Below is a breakdown of the situation:

Issue Overview:

ASIN: B0CBNQS8Y7

Total Units Sold in the Last 365 Days: 21

Invoices Submitted: 21 sourcing invoices covering all sold units

Additional Documentation Provided: Shipment tracking details, delivery confirmations, supplier information

Current Status: High Repeat Violation impacting account health

We have taken all necessary steps to prove the authenticity of our inventory:

• Submitted all sales invoices and sourcing invoices that exactly match the quantity sold.
• Provided shipment tracking IDs and delivery confirmations, showing the products were sourced from an authorized supplier and delivered to our warehouse.
• Despite meeting all documentation requirements, the Product Authenticity Complaint remains unresolved and is negatively affecting our Account Health.
• What makes this situation even more confusing is that we are still actively selling this product on Amazon, yet the violation remains under “High Repeat Violation.”

The responses from Amazon have not provided a clear reason for the continued rejection.

"We received your submission but do not have enough information to reactivate your account.

Why did this happen?

You have not sent us sufficient information that we previously requested from you to address our concerns with your account. For privacy reasons, we do not provide details about our investigation methods."

We need to understand what additional information Amazon requires beyond what has already been submitted.

I’d appreciate input from other sellers who may have faced similar issues and insights from moderators on the following:

• Clarification on why the violation is still active despite full documentation.
• Guidance on any additional steps needed to resolve the issue.
• How to escalate this case to ensure proper review by the relevant Amazon teams.

Potential for removing the High Repeat Violation status, as it seems unjustified based on the evidence provided.

Any advice, insights, or intervention from moderators would be greatly appreciated.

Thank you for your time and support!

Hello @Seller_gAhPNiLrkfTcr@Seller_Huz6FT08OxHAR @Seller_DNQGSsdC7DccM @Seller_TSXM2A5nxWSuH

I hope you have all been well

Amazon has generated a Product Authenticity Customer Complaint for an ASIN already deleted over a month ago and @Seller_gAhPNiLrkfTcrhad already very kindly informed me 3 months ago that no violation can be generated in these circumtances:

''If you delete the listing using the "Delete" option and it is not present in the inventory anymore, it will not trigger Product Authenticity Customer Complaints. When Sellers receive the customer complaint violation, their listings will be deactivated, and in your case, as you don't have it in your inventory, there is nothing that can be deactivated.

However, if your listing status is Active / Out of stock / Closed and it is visible in your inventory, you can still receive this kind of violation.''

As well, I suspect the complaint to be malicious as the customer messaged me about the supposed nature of the product several weeks after having received it saying that ''I'm going to have to return it as it is a copy''... My items are of course not copies (I sell thousands of them without any nonsensical complaints) and the fact that he took so long to complaint clearly shows he was not telling the truth otherwise why wait so long?...

ASIN is B0D1XNDHMF. I have just opened a case with Seller Support (not expecting much from the to be honest) and the ID is 10527906982.

Actually Amazon straight out lied to me (on top of it all) on an email notification about the ''Complaint'' where they said the ASIN is still iisted which is a complete fabrication as it was deleted over a month ago as already explained before. The heading of the email received today reads:

''Dear Ripley357,

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.''

I find it OUTRAGEOUS both that Amazon allows customers to fabricate false allegations even weeks after receiving their products and always back their nonsense no matter how blatantly untruthful it may be and that they open complaints against sellers by VIOLATING THEIR OWN GUIDELINES to top it all by LYING ON EMAILS TO THEIR CUSTOMERS...

I know you guys are all a credit to the company but whoever is behind the present situation clearly is not.

I would really appreciate one of you guys helping me out as it was bad enough having a customer fabricating malicious nonsense about my products (likely knowing that for Amazon the customer is always right no matter the lies they tell and that hence they could fabricate any stories they felt like and get away with it) to now for Amazon to open a case against me by violating it's own guidelines and then lying to my face on an email...

Yours sincerely;

Ripley357