Amazon keep rejecting my manufacturer invoices because I CANNOT ANNOTATE them
A buyer bought a panoramic version on an item but wanted the "original" version of it.
He returned it with the reason "I accidentally ordered the wrong item" in sellable condition but wrote the comment "Item is panoramic edition, not original"
This alone caused a "Product Authenticity Complaint" on my account.
For the past 365 days, I have 10 invoices (.pdf) each having multiple pages.
My invoices couldn't be better. They are DIRECTLY from the manufacturer, have absolutely all the requested information and cover for more than my sales for the past 365 days.
Yet they've been denied 3 times. They apparently don't want to browse those 30 pages of invoices to find all the purchases of this specific product and I suppose they want me to anotate and highlight the product. They didn't specifically say this but that's the only thing I can think of why they would deny my invoices.
How can I do that? If I print my invoices, I will have 30 pages to scan after highlighting and then I will have 30 .jpg files... I cannot even submit that many files...
PLEASE HELP!
@Ricardo_Amazon
Amazon keep rejecting my manufacturer invoices because I CANNOT ANNOTATE them
A buyer bought a panoramic version on an item but wanted the "original" version of it.
He returned it with the reason "I accidentally ordered the wrong item" in sellable condition but wrote the comment "Item is panoramic edition, not original"
This alone caused a "Product Authenticity Complaint" on my account.
For the past 365 days, I have 10 invoices (.pdf) each having multiple pages.
My invoices couldn't be better. They are DIRECTLY from the manufacturer, have absolutely all the requested information and cover for more than my sales for the past 365 days.
Yet they've been denied 3 times. They apparently don't want to browse those 30 pages of invoices to find all the purchases of this specific product and I suppose they want me to anotate and highlight the product. They didn't specifically say this but that's the only thing I can think of why they would deny my invoices.
How can I do that? If I print my invoices, I will have 30 pages to scan after highlighting and then I will have 30 .jpg files... I cannot even submit that many files...
PLEASE HELP!
@Ricardo_Amazon
15 replies
Seller_CW0P5hgbsiqWX
"My invoices couldn't be better."
Well let's see. Amazon knows what an invoice includes. An invoice is used when Your USA business has a retail commercial credit account with the manufacturer. Most all will have the following clearly displayed.
- YOUR: business name, business address, business phone, sales tax exempt number, your EIN number, your credit line, and terms of sale
- MANUFACTURER’S: address, phone, EIN number, account Rep’s name
- PRODUCT’S: quantity, SKU-Model number,
- DISCOUNTS PROCESSES ON THIS PURHASE: quantity, sale, specials
- TERMS OF SHIPPING: method, who pays, company used, tracking number
- TERMS OF PAYMENT: 30 days, 60 days, 90 days, interest assessed
Some have more, but they all use the same basic format. Even when you call and make a small online order and pay by credit card, an invoice is still sent to you separately containing all of the above.
If you purchased the items from a distributor using cash and carry, or on-line with a credit card, and paid sales tax on it, you are not buying wholesale from the manufacturer.
What does your invoice look like?
Stevie_Amazon
Hi there @Seller_MYY5uBmeYyehr,
Thank you for utilizing the Seller Forums.
"I accidentally ordered the wrong item" in sellable condition but wrote the comment "Item is panoramic edition, not original"
This alone caused a "Product Authenticity Complaint" on my account.
For the past 365 days, I have 10 invoices (.pdf) each having multiple pages.
My invoices couldn't be better. They are DIRECTLY from the manufacturer, have absolutely all the requested information and cover for more than my sales for the past 365 days.
I understand you have received an authenticity complaint on your item and have invoices from your supplier which you have provided in a submission.
I would like to share with you the invoice requirements once more, just to ensure your documents are meeting each, as @Seller_CW0P5hgbsiqWX has also previously provided. These documents:
- Should reflect the sales volume of your product across all Amazon marketplaces in the last 365 days
- Should demonstrate your product’s full supply chain
- Should include contact information for the supplier(s) and the original manufacturer. We may contact suppliers or manufacturers to verify the documents
- Your documents should be able to trace your products to the original manufacturer even if you did not purchase them directly from the original manufacturer. This may require requesting additional invoices or supply chain documentation from your supplier if you are not sourcing directly from the manufacturer.
You may remove pricing information, but the rest of the document must be visible to enable adequate review of the documents you provide. For ease of our review, you may highlight or circle the ASIN(s) under review.
If there is more information on your supplier, such as an address, e-mail, or phone number which is not present on the invoice, please feel free to provide this as well.
You will also want to ensure the information on the product and listing also matches what information is on the invoice, or at least has an identifier present on the product detail page in addition to the invoice. It needs to be clear which products that team will be looking for when they evaluate your invoices.
Stevie.
Seller_PCshC7t8gZjqm
Save / print them to PDF. Open in Adobe Acrobat (the free version). Use the highlighter and/or add text tools to annotate. Save. Submit.
If you want to annotate by hand, then scan, there are free online converters to change JPGs to PDFs. I like Convert.Town/Tools.
If necessary, you can also find PDF merge tools--for free--online that will let you combine multiple PDFs into a single file. I like ILovePDF
Seller_rTBWL2OeoixkP
Yes they want you to highlight, circle, etc. They are idiots and you have to feed them information like you would a 4 year old. And even then, they might still reject it.
You can also just use adobe and highlight/circle.
Seller_HjfyVYcuJdbTf
I had this issue. Was denied 3 times. I finally got approval when I took screenshots of each part they wanted and put them all together in one graphic view, with each piece of required information highlighted and labeled.
It got accepted right away.
Make it so they can take a quick glance and see everything.
You've already provided the supporting documentation if they want to verify your screenshots.
Good luck. Don't give up!
Seller_Etedb4FUvUJhq
Just curious, Have you tried sending in just the page with the item in question on it? Every page should have the sellers information on it if its done correctly? The other way is to tell them what page and item number the pertinent info is on. I have done it both ways and never once had an issue. But no, they will not read a 30 page document and hunt for the pertinent info, you need to spell it out for them as if they were 4. A lot of times English is NOT their first language so don't make it complicated.
