Appealing Fake product claim !
AMAZON COMMUNITY POST
A customer has complained that a product I am selling is fake. As a result my listing has been suspended and my inventory for this asin is stuck and flagged for removal. Amazon has asked me for invoices which I provided but were rejected instantly. I guess they have computers making the decision on invoices. The reason for the rejection was that they cannot see the exact TITLE description of the ASIN on my invoice. The invoice i Provided is directly from brand owners. But I am bundling two separate products, mentioned on the same invoice from same supplier, together to sell on this listing. After I tried to clarify how I derived the bundled products together, the automatic system in place rejected it. I called them a few times over the phone and clarified what the situation is but it has been over 20 days since i gave a written explanation of the situation and they asked to wait for the investigating team to look into it. They reply back on call but not via emails. The customer made the complaint on 17 of April and now it is nearly a month later I am getting nowhere with Amazon Associates.
Most of these associates looks like they are not the decision makers, they ones who make the decisions are probably hard to get to. But I am getting a bit frustrated with this thing, would there be another way to get to the decision making team?
Or anyone to make complaint to?
Appealing Fake product claim !
AMAZON COMMUNITY POST
A customer has complained that a product I am selling is fake. As a result my listing has been suspended and my inventory for this asin is stuck and flagged for removal. Amazon has asked me for invoices which I provided but were rejected instantly. I guess they have computers making the decision on invoices. The reason for the rejection was that they cannot see the exact TITLE description of the ASIN on my invoice. The invoice i Provided is directly from brand owners. But I am bundling two separate products, mentioned on the same invoice from same supplier, together to sell on this listing. After I tried to clarify how I derived the bundled products together, the automatic system in place rejected it. I called them a few times over the phone and clarified what the situation is but it has been over 20 days since i gave a written explanation of the situation and they asked to wait for the investigating team to look into it. They reply back on call but not via emails. The customer made the complaint on 17 of April and now it is nearly a month later I am getting nowhere with Amazon Associates.
Most of these associates looks like they are not the decision makers, they ones who make the decisions are probably hard to get to. But I am getting a bit frustrated with this thing, would there be another way to get to the decision making team?
Or anyone to make complaint to?
0 replies
Abella_AMZ
Hello @Seller_EDXBujyln720J,
This is Abella from Amazon to help you with your concerns.From the above post I understand that you are concerned about the counterfeit complaint.
There are various reasons why invoices may have been declined. One possibility is that we couldn't verify them as required. Another common cause is providing incomplete or inaccurate information on the invoices.
Please provide the invoices while adhering to the following guidelines:
- Copies of invoices or receipts from your supplier issued within the last 365 days for the specified ASIN.
- These documents should accurately reflect your sales volume over the past 365 days.
- Ensure the invoices include contact details for your supplier, such as name, phone number, address, and website. We guarantee the confidentiality of your supplier's contact information.
- While you may redact pricing details, all other information on the document must remain visible. To facilitate our review, you may highlight or circle the relevant ASIN(s) under review.
- Accepted file formats are .pdf, .jpg, .png, or .gif. Ensure the documents are genuine and unaltered.
Additionally, you can contact the Account Health Support team by clicking the "Call Me Now" button on the Account Health Dashboard.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Thanks & Regards,
Abella.
