False Authenticity Claim
Only been selling for 6 months, feeling defeated over a false authenticity claim. One customer, purchased two different items, of the same brand. Then requested refund and falsely claimed the items were "fake". I submitted my receipt from a large, well known, brand who is an authorized distributor. Amazon rejected the receipt, so now I'm not sure how to proceed from here.
To make it worse I have 20 ASINs under this Brand, now Amazon has Deactivated all of them. I'm now sitting on a lot of 100% authentic inventory, I can no longer sell. All of this over a single false complaint. I feel like I've been punched in the gut. Normally, I just get up and keep moving forward, but this has really taken the wind out of my sails. Suggestions most welcomed!
False Authenticity Claim
Only been selling for 6 months, feeling defeated over a false authenticity claim. One customer, purchased two different items, of the same brand. Then requested refund and falsely claimed the items were "fake". I submitted my receipt from a large, well known, brand who is an authorized distributor. Amazon rejected the receipt, so now I'm not sure how to proceed from here.
To make it worse I have 20 ASINs under this Brand, now Amazon has Deactivated all of them. I'm now sitting on a lot of 100% authentic inventory, I can no longer sell. All of this over a single false complaint. I feel like I've been punched in the gut. Normally, I just get up and keep moving forward, but this has really taken the wind out of my sails. Suggestions most welcomed!
3 replies
Seller_nRFmxiQg4EGrw
It matters not if your supplier is an "authorized distributor". The question is - are YOU an authorized seller of the brand?
Note that Amazon wants INVOICES. You offered only a receipt. you have no way of proving that your items are authentic.
If you are not FBA, then your recourse is to attempt to sell the items elsewhere (note that they are legally "used", not new, since they've already been sold at retail). Most marketplaces do not have the restrictions that Amazon has.
But learn your lesson, and read the rules FIRST. Had you spent a week or two reading the forums, you would have run across multiple people in the same position as you, and could have possibly avoided a fatal mistake in sourcing. As it is, you are likely done on Amazon. Note that any funds, and any inventory in FBA, will not be released to you.
Seller_kIukTwdhvntAp
"I submitted my receipt from a large, well known, brand who is an authorized distributor. "
Let me rephrase what you just said --
I submitted a receipt from a large, well known website that sells this brand.
A legitimate wholesale distributor does NOT provide a 'receipt.' They provide INVOICES.
" I'm not sure how to proceed from here."
Start selling elsewhere.
You don't say if your account has been suspended but if it has been, find the suspension notice and POST THAT but remove all personal information first.
Anyone answering will need to see what wording they used and what they are asking for.
If it is a Section 3 violation for dropshipping anyone responding needs to see the language to determine if it included the 'death sentence' wording.
Were there other issues such as IP violations, RA, OR, you used a Virtual Assistant and they 'helped' you with paperwork and forged documents?
NOTE --If you were selling FBA you have additional problems that you may not realize at this point but Amazon will NOT return the merchandise OR any sales proceeds!
Added note -- @Seller_nRFmxiQg4EGrw types faster than I do!
LeviDylan_Amazon
Hello @Seller_bvyx1B4TxjnN5,
Thank you for posting on the Seller Forums. I see that you have been assisted by the community, and I wanted to add to it as well.
From what you posted, this sounds like a product authenticity customer complaint. When it comes to product authenticity, we will take this very seriously. If a customer raises a complaint that they believe a product is inauthentic, you will have an opportunity to prove its authenticity. You mentioned that you have a receipt from an authorized distributor? Have you checked the receipt against our document requirements? I suggest to check your receipt against the requirements and see if they match up. If one requirement is not met, the entire submission can be denied.
Best practice when selling items on Amazon is to source from the manufacturer or an authorized distributor-meaning they have permission (letter of authorization) from the brand owners to sell their items. Do the receipts you have demonstrate supply chain? You can post the denial performance notification here after you have removed all personal information, so we can assist you the best.
Here are some help pages and videos for your resource:
- Amazon Anti-Counterfeiting Policy
- Best practices in product authenticity and quality
- Product Quality and Authenticity Policy compliance
- Product Authenticity and Quality help (PDF)
Once you have reviewed the document requirements above, please feel free to post the performance notification here with any further questions or updates you may have. The Seller Forums community and I are here to support you, and I look forward to learning more about your situation.
Wishing you the best,
LeviDylan
