Big Issue with Transparency codes counterfeit "complaints" and invoices
I wonder if anybody has any experience in this matter and give me any advice.
We are an approved seller for a brand. We have everything, invoices, LOA, and approved seller in the Brabd Registry.
We shipped around 500 items with transparency codes on them. However, we failed to upload them on orders. We have the codes but the system is not retaining them. For example, we go at an order upload the Transparency code, upload the tracking number, and save. Only the racking is saved, the transparency code is nowhere to be found.
We opened a case and after some back and forths, they confirmed the transparency code is saved at the order even if it is not there.
However, we received a performance notification the product was made inactive because we did not provide the transparency codes. We upload them by MWS and manually one by one on all orders, (around 500)
Seller performance told us in order to activate the product we need to provide invoices in the last 365 days. We provided the invoices that exceed by far the quantities sold in 1 year, LOA, BRand registry, and all the Transparency codes for all orders.
Seller performance is robotically answered after each appeal that we did not provide invoices to cover all the quantities sold in 1 year.
We provided them invoices for 40000 pcs and we sold on Amazon only 9000. We are lost here, I have no idea what they want from us, we provided them with everything, valid invoices that cover and greatly exceed quantities, contact from the brand owner, LOA, and Brand registry registration. At this point is going in absurd. Any idea what we should do going forward? It must be something linked with Transparency codes because the invoices are ok, they were accepted several times even this year for simple counterfeit complaints.
7 replies
Seller_Blazr1Nj65jmT
we are experiencing the exact same issues. We submitted the past 365 days invoices that excess the quantity we sold on Amazon plus the LOA & submitted appeal more than 16 times, & I was on the phone with different agents 25+ times since April 29th this year, and every one of the agent asked for different thing, the response is exactly the same even after I submitted all document and copy of the transparency code to them. It’s totally driving me crazy.
I have the exact same issue like you do, I used veeqo to ship all orders and there are no options/ features for us to upload the transparency codes there. We manually upload the code to each one of the order, clicked save. But we got notification stated that the listing are removed with authenticity violation because no transparency code uploaded. We were like what? And I’m still fighting for this case still. Amazon just keep on sending out auto bot reply, & I don’t know what to do anymore.
Nikki_Amazon
Greetings @Seller_TvaTXH61RRGLO,
Nikki here to help you with transparency codes.
I'm sorry for the delay in responding to your post here at the Seller Forums. Our team of moderators is constantly working to address all inquiries as soon as we can.
To assist you further, I contacted the Seller Support team, and they informed me that this issue has been investigated and resolved. Could you please confirm if this information is correct so we can continue to provide you with any necessary assistance?
The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward.
Wish you all the best,
Nikki
