Back in July, a customer compained that one of our products was not genuine and smelt like 'medicine.' Since then I've collectively provided more than 100 invoices to prove that the product is genuine. These have been denied time and time again, for ridiculous reasons like 'incompatible format' even though they were submitted in one of the formats Amazon recommended and 'insufficent' numbers even though the number is based on exactly how much of this product sold within that period. The rest of their reasons aren't identifiable due to the anonymity behind their 'investigations.'

This has been going on for months now and has impacted my store significantly but I can't say it's surprising unfortunately. I've now been selling on here for almost 5 years and in that time, I've unfortunately had numerous run-ins with this particular team, all of which have been unequivocally negative. What's worse is that there's no where to complain about this or highlight incompetencies within the Amazon 'support' team. You just have to live with unfair policies whilst customers receive clear preferential treatment.

To make matters worse, under the new 'Voice of the Customer' scheme, I was able to locate exactly what customer made the claim in question and ironically, their order wasn't actually delivered. I brought this up to Amazon support just for them to say that there was nothing they could do and that the original claim would be upheld regardless.

I've actually exhausted all options at this point so any advice would be greatly appreciated.