Product Authenticity Complaints ,i am going crazy
I need help
I give all the information to prove that my product is authentic and proof with the receipt and also an email from the brand, but it seems like my information is not enough, and this situation affects my business, I sell over 50 items in the last 3 month and didn’t have any problem with the customer, but 1 customer decide that doesn’t like the packaging and put a claim for the authenticity on my product and know it seems that amazon ignores all my proof.
I don’t understand if they scan the EAN it goes straight to the website, and also if the brand confirms my source of buying as the only way to purchase the items how can amazon still not accept it?
Seller_yk3kzHpjMMa4B
Hello @LITTEL34 ,
I’m Mary from Amazon, here to assist you.
From the post above, I understand that you need help with Authenticity complaints.
In order to address your issue, I advise you to adhere closely to the following guidelines when uploading your invoices.
Ensure that the invoices are matching the below criteria:
-You need to provide copies of invoices or receipts from your supplier for the ASINs in the question issued in the last 365 days.
-Please make sure that the contact information of your supplier, including name, phone number, address, and website are visible.
-For ease of review, you may highlight or circle the ASIN(s) under review.
-Please be aware that Amazon only accept .pdf, .jpg, .png, or .gif files
-Invoices must be authentic and unaltered.
NOTE: Please make sure that the documents that you are submitting are clear and not blurry.
For more clarity review the Amazon Anti-Counterfeiting Policy
If you need any further assistance, you can post here so that we can help you.
Regards,
Mary.
16 replies
Seller_7VbclcPFFRTnc
Receipt or invoice ?
Did you buy from a trade only supplier ?
Seller_tRuvBEHDedp4q
Sorry but you have 2 problems here:
- That letter is not an authorisation from the brand that you can sell their products
- You are doing Retail Arbitrage (RA) where you are buying from a shop and not a trade only supplier. As such you cannot sell anything as ‘New’, even if you have not taken it out of its packaging Amazon will consider it as selling second hand or in Used condition
Seller_tRuvBEHDedp4q
Are other sellers selling other products?
When you setup a business account Amazon will ask to see several invoices (not receipts). They may have supplied invoices from proper trade only suppliers for their other products. This would have given them an authorised and verified business account.
However, Amazon will eventually catch up with them - they just may take longer with them as they have a verified account already.
Seller_yk3kzHpjMMa4B
Hello @LITTEL34 ,
I’m Mary from Amazon, here to assist you.
From the post above, I understand that you need help with Authenticity complaints.
In order to address your issue, I advise you to adhere closely to the following guidelines when uploading your invoices.
Ensure that the invoices are matching the below criteria:
-You need to provide copies of invoices or receipts from your supplier for the ASINs in the question issued in the last 365 days.
-Please make sure that the contact information of your supplier, including name, phone number, address, and website are visible.
-For ease of review, you may highlight or circle the ASIN(s) under review.
-Please be aware that Amazon only accept .pdf, .jpg, .png, or .gif files
-Invoices must be authentic and unaltered.
NOTE: Please make sure that the documents that you are submitting are clear and not blurry.
For more clarity review the Amazon Anti-Counterfeiting Policy
If you need any further assistance, you can post here so that we can help you.
Regards,
Mary.
