Account Health at Risk- Product Authenticity complaints
Dear Community,
I'm reaching out urgently seeking your guidance as my Account Health rating has significantly dropped, putting my account at risk of closure. While I opened this Seller account approx 2 years ago, I only recently listed a product, sourced through my partner from an online seller with a regular invoice (on his name).
My partner and I are both self-employed in the UK, although our main activity is not as retail sellers. He legitimately sold me the goods while producing a proper invoice for the transaction. However, I made a huge error when fulfilling the orders, as I didn’t pay enough attention to the Transparency codes-related information, mistakenly uploading a code displayed next to the required QR code.
Additionally, I shipped items through Buy with Amazon Shipping without submitting the T codes, as the option would be disabled right after filling the dispatch details. As the orders kept coming, I assumed it wasn't mandatory as long as I could fulfil the orders.
Unfortunately, I received a Product Authenticity complaint.
Moreover, a Customer ordered 3 items and right after he collected them, he asked to return the items, claiming there was a Quality issue. I suspect a potential customer abuse or unfair competition, I still haven't received the returned items, even if the deadline passed, and Amazon removed my product from the listing.
It seems that Amazon won’t accept the invoices I provided from the online seller, nor the invoice between myself and my partner, and my product was removed from the listing. They are asking me to provide additional documents, but I have no additional documents available related to this specific listing.
I really want to restore My Account Health rating, but I am afraid that if I insist, it would bother the CS and only do worse. I don’t want to put any other pressure, but I really hope some Amazon Customer Support Agent will see that and guide me through the best steps without causing additional issues.
Your support is genuinely appreciated.
Best regards,
7 replies
Seller_ZJhFeE3tNKzfh
well you won’t be able to prove the products are authentic, because from what you said you have essentially purchased some second hand goods and listed them as new.
It’s likely you will have to hold your hands up on this one and apologise for not understanding Amazon policy.
I would at this point get an Amazon plan of action written up (lookup templates on google) and advise you are no looking at sourcing goods from valid supply chains (wholesalers)
Can’t guarantee that will get the account sorted but it’s your best hope.
Seller_yk3kzHpjMMa4B
Hello @Seller_1hiKkHc6F69h3,
I’m Mary from Amazon, here to assist you.
I can understand your concern regarding inauthentic complaint and invoice rejection.
Investigation decisions are based on the information and documentation that team have received from you.
Request you to review the policy Amazon Anti-Counterfeiting Policy to understand the violation.
Ensure that the invoices are matching the below criteria:
–Copies of invoices or receipts from your supplier issued in the last 365 days for the ASIN.
–These documents should reflect your sales volume during the last 365 days.
–Please include contact information for your supplier, including name, phone number, address, and website. Amazon will maintain the confidentiality of your supplier contact information.
–You may remove pricing information, but the rest of the document must be visible. For ease of review, you may highlight or circle the ASIN(s) under review.
–You can only send .pdf, .jpg, .png, or .gif files.
These documents must be authentic and unaltered.
NOTE: Please ensure that the documents that you are submitting are clear and not blurry.
Along with the invoices we recommend you to provide the explanation for the reason for not paying attention to the transparency codes.
We would like to help you with more information, could you please share the latest performance notification that was sent from team after the appeal submission? This will give us more clarity on the problem so that we can help you better.
If you need any further assistance, you can post here so that we can help you.
Regards,
Mary.
