Product Authenticity Customer Complaint
I’ve been a seller since 2013 and have successfully dealt with Product Authenticity Complaints.
This time, I sent information three times. I’ve provided the required invoices, bank statements with pictures of the cashed checks showing the matching invoice numbers in the memo, and photos of the product showing the brand molded into the item.
I don’t have anything else available to offer.
I’ve sold over two hundred units in the past thirty days and received 1351 orders in the past year.
Can I get assistance from an Amazon moderator to help with this? April_Amazon or another moderator?
Product Authenticity Customer Complaint
I’ve been a seller since 2013 and have successfully dealt with Product Authenticity Complaints.
This time, I sent information three times. I’ve provided the required invoices, bank statements with pictures of the cashed checks showing the matching invoice numbers in the memo, and photos of the product showing the brand molded into the item.
I don’t have anything else available to offer.
I’ve sold over two hundred units in the past thirty days and received 1351 orders in the past year.
Can I get assistance from an Amazon moderator to help with this? April_Amazon or another moderator?
6 replies
Seller_Qbd0RsfZFEZBY
In my experiance Amazon has never vetted the payment, only the source. Is your business entity the brand owner or assigned brand representitive? Are you sourcing directly from the brand with a commercial account and providing a commercial invoice?
I understand you have been doing this for a while but the source is the likely culprit in my experiance. The best way to mitigate the risk is to own the brand or be a tier 1 distributor and authorization from the brand to sell on Amazon.
Tenure nor volume impact the need for a vetted source.
Seller_Qbd0RsfZFEZBY
This can be problematic. I took a look at your listings and your have a nice niche. Most of the brands your selling are registered but dont appear to be actively managed as the SEO and BSR are poor and there is no A+ content. This definetly leaves an opening for 3rd party retailers.
Unfortunatly sourcing from an authorized distributor has its risks as the distributors "authroization" does not transfer to the retailer. This usually isnt a problem if you have a brick and mortar store but with ecommerce, specifically Amazon it can lead to trouble.
An area where this sourcing can be trouble is that buying from an authorized distributor is that you can be concidered the end user and therefore reselling them as new when they had already been sold brand new once is a violation of the product condition guidelines causing the item to be "materially different" and counterfeit. This could cause an authenticity appeal to not be accepted.
Some of the brands your offering have big box retailers. Did you source from Home Depot or similiar?
Post the performance review for the most specific assistance.
April_Amazon
Hello @Seller_tV0lm18zQUiv5,
I’ve been a seller since 2013 and have successfully dealt with Product Authenticity Complaints.
This time, I sent information three times. I’ve provided the required invoices, bank statements with pictures of the cashed checks showing the matching invoice numbers in the memo, and photos of the product showing the brand molded into the item.
I would really like to help you with this issue. For greater detail concerning your specific situation, please provide an ASIN, Case ID or Performance Notification. With that information and the help from an internal team, I am able to research in greater detail.
I will attempt to guide you generally and see if this helps at all.
If the complaint was directly from a buyer, I would check a few things:
- Is the ASIN still active? at Risk of removal with a specific date to be removed?
- Have you checked the Voice of the Customer? Can you identify any specific issue?
- Have you reviewed the Performance Notification?
- Remember, every time you submit an appeal you need to provide ALL documentation, as each submission is reviewed by a live representative, and they will look at each case individually
I do know much of this you have already completed. I am going to include some help pages to review while I wait for you to respond with the requested information.
Please review: Product Quality and Authenticity Policy compliance and Invoice requirements for appealing a policy violation
I hope this is resolved quickly, but if you still need me to look into this for you, I will wait for your reply with an ASIN, Case ID or Performance Notification.
I look forward to your response. Thank you for reaching out on the Forums.
Also, thank you @Seller_Qbd0RsfZFEZBY for supporting the Community!
April
