Complaint from a buyer about the authenticity of one of my products.
I have had this email from Amazon about one of my product listings.
"We received a complaint from a buyer about the authenticity of one of your products, which is listed at the end of this email. Your listings are still active."
The item in question we buy directly from the manufacturer to ensure authenticity and quality. I have invoices and a letter of authority from the manufacturer which I have submitted and await an update.
I cant see any customer complaints about the item in my seller performance. I'm concerned this may be activity form another seller and not a genuine buyer of the same item who is also undercutting the price.
Has anyone else has this and any tips to successfully appeal?
Thanks.
Complaint from a buyer about the authenticity of one of my products.
I have had this email from Amazon about one of my product listings.
"We received a complaint from a buyer about the authenticity of one of your products, which is listed at the end of this email. Your listings are still active."
The item in question we buy directly from the manufacturer to ensure authenticity and quality. I have invoices and a letter of authority from the manufacturer which I have submitted and await an update.
I cant see any customer complaints about the item in my seller performance. I'm concerned this may be activity form another seller and not a genuine buyer of the same item who is also undercutting the price.
Has anyone else has this and any tips to successfully appeal?
Thanks.
21 replies
JiAlex_Amazon
Hello @Seller_6MDVPucA74DCK
Following up on this thread, I see that you are contacting looking to for advices regarding complaint process.
My best advice will be for you to follow the steps provided on the performance notification and make sure the documentation you provide matches with the complaint, sometimes some of these scenarios happen:
- Invoice showing multiple products and not necessary the ASIN in question
- Provide a recent invoice, meaning, is not matching with the time previous to the purchase or the investigation.
- Provide documentation in picture format, sometimes this could affect the authenticity of the document, make sure the documentation is on a digital document format meaning PDF.
Any assistance, don’t hesitate to reach out to our support channel.
Regards,
JiAlex
Seller_ZQyopdiwkUHOZ
If there are other sellers on the listing, I presume it's possible one of their buyers has reported the product. If the product as a whole was reported rather than simply the purchase from that buyer, it would cause problems for all sellers on the listing.
Seller_9EYq9cw5M11TH
One thing I've noticed is there are multiple phrases and words that Amazon interpret as synonyms for 'inauthentic'.
For example, if in the return comments, a customer has said one of our books is 'Reprint, not original edition', Amazon interprets 'not original' as inauthentic when in reality, it's just a later impression of a book.
Appealing inauthentic violations is the most kafka-esque experience I've had on here. Have had some luck by appealing them on the grounds of the complaints being product reviews. E.G. A customer complains that the book we sold them has a different cover image and 'not original' cover, I'll take lots of photos and look to see if other customer reviews on the ASIN say similar things and include them in the appeal also. This sometimes works and sometimes doesn't, depends on what day it is and which way the wind is blowing, but it's worth a shot.
Seller_AUuRYDOSEgTRP
hi
I am in the same situation as you.
Did you manage to have the violation authenticity resolved or it’s still showing as unresolved on your account health page .Any info will be helpful
Thanks.
