Product authenticity complaint ... But I am the manufacturer!
Hello : My company manufactures goods and we sell them through Amazon. I just received a product authenticity complaint and got a product delisted. My company owns the trademark and I have it registerd with Amazon.
I appealed but nothing yet. They are asking me for invoices from a supplier. But I am the supplier...
Can anyone help?
Product authenticity complaint ... But I am the manufacturer!
Hello : My company manufactures goods and we sell them through Amazon. I just received a product authenticity complaint and got a product delisted. My company owns the trademark and I have it registerd with Amazon.
I appealed but nothing yet. They are asking me for invoices from a supplier. But I am the supplier...
Can anyone help?
17 replies
Seller_CF0URQS5DxG2u
have you provided the GTIN/proof of UPC ownership?
Seller_kIukTwdhvntAp
@Seller_CF0URQS5DxG2u asks an excellent question.
If you search the Forum you will find a surprising number of brands that have actually been removed from BR because they had purchased their UPC numbers on the secondary market and not from GS1.
Every so often Amazon turns their computers on and searches ASINs for UPC numbers that do NOT match the brand ownership at GS1 and removes them.
As to the invoice issue, I buy and produce my items under one of my LLCs but I sell on Amazon under a different LLC.
I actually created an invoice from the manufacturing side ('LLC #1') billing the selling side ('LLC#2') for the manufactured products.
Is it crazy? Stupid? Insane? Unreasonable?
Yes to all of those, but it solved the problem.
Seller_Xu6SCMFzvUorn
Amazing how ONE customer complains and amazon believes their every word and punishes their so called 3rd party partners. As a 3rd party partner, we have to provide documents, photos and our blood type. Sure would be nice if amazon would treat their 3rd party partners a fraction of how they treat the customer.
Seller_W1tFzATWCqDHQ
We also manufacture our own products. I believe you send in the invoices for the bulk material you produce it from.
Seller_KU07ZBrdIX9DY
The best solution is to try and get that traffic to go to your own site and eliminate Amazon all together (you may have less sales but will also have less headaches) - food for thought anyway....
Seller_jO48wurksyjop
Hello, I once had a very similar problem myself. I am the manufacturer of my product and Amazon found that my products are not original. I created a case in which I documented each of the individual production steps using photos. I sent photos to Amazon, for example of a semi-finished product. Photos of the entrance to my warehouse. Photos of invoices. Photos. how the products are mixed, how they are made, how they are packed, how they are glued, photos of me with my ID card, photos of my ID card with a certificate confirming the legality of my company, etc... I photographed everything I could and sent it to Amazon as proof that I produce my product myself, so it cannot be counterfeit. After two days or so, I received a reply that it was OK and the product was returned to the amazon.com website. I wish you good luck, best regards.
Seller_keSnEDesLFVwv
Some sellers divide their business into a manufacturing company and a retail selling company. Then the manufacturing company sells wholesale to the retail company, and issues invoices.
Amazon does not mind if you do this. And there are tax advantages.
You can go through the process that Bartos describes above, and you hope that some Amazon employee is wiling to look through all of the photos and make a non-standardized decision.
Or, you can have your left hand give invoices to your right hand. Amazon has a standardized process for accepting invoices. Even the cowardly and/or stupid employees can handle that.
Atlas_Amazon
Hello @Seller_HfAvzb9P23TDj
Thank you for the information provided regarding the product authenticity violation. I understand you have already provided an invoice for your products. Have you received a response as of now regarding your review?
We would recommend ensuring that you verify the invoice with the requirements set forth in our sourcing policy. Our team should be able to have an understanding of your sourcing that verifies the products authenticity.
If you have any additional information regarding this situation, continue to refer here for support.
Best,
Atlas
Seller_RSQuhWLLYCSza
we recently had a complaint and to fight it amazon wanted documentation so we copied the star reviews screen shot, then the screen shot of our 90 day sales
then typed a word doc that said in big bold font, customer lies!!! stop providing them refunds!!!
we sold 1230 in 3 months x that buy 4 then x that by 15 years and you write us and waste our time about 1 complaint from a lying customer just so they can get there $$ back!!! SHAME YOU YOU AMAZON!!!
haVE NOT HEARD BACK AND SENT THAT IN A WEEK AGO
Seller_BtGbPbIGvgWIL
i have the same problem, but im not the brand owner, i work at the company and i buy from them with my invoice as proof of purchase but i submitted and still was deny, i send them pictures of everything we were out of stock for month in that item, detailed the day we got the item, dates etc... and im still have the violations in my health....meanwhile i created for first time the listing in amazon and all other seller are still there selling wiht my listing that i know they can use...
