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_6MDVPucA74DCK
Possibly. A couple of the other sellers seem to have dropped off the listing.
The negative feedback was posted against my account but the order fulfilled by Amazon.
Seller_ZQyopdiwkUHOZ
In which case, what are your co-mingling settings? It could be that one of the other sellers sent fake stock that was comingled, so their stock was used to fulfil an order made for you.
Seller_6MDVPucA74DCK
Yes. My settings were for commingled which I was not aware of and only stumbled across this setting during my research. I naively thought my stock was kept separate to other sellers!
I have since changed my other SKUs to FNSKU. Amazon have currently withheld my remaining inventory for the SKU associated with the violation.
Regardless of whether the customer received goods supplied by me or from another seller (or even a returned item?) it seems Amazon aren't looking into that.
Seller_ZQyopdiwkUHOZ
Yeah, it's a ridiculous system precisely because things like this can happen.
Are your account or listings currently being penalised in any way due to the complaint?
Seller_6MDVPucA74DCK
Only the ASIN in question for the violation. Listing deactivated and stock withheld with about £1200 sales revenue.
Seller_ZQyopdiwkUHOZ
In which case all you can do is keep appealing and escalate to the managing director's office.
If nothing comes at that point, you would have to consider legal options against Amazon.
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.
