Inauthentic Product Violation. Accept Violation?
Hi, So our account has been deactivated for a few days now due to an inauthentic product violation. I have repeatedly sent Amazon the invoices they require yet they are not accepting them due to being unable to verify the supplier even though the supplier is well known in the Dental Industry (which the product is in).
If this continues I was wondering what would happen if I were to select the "I understand the policy and acknowledge that I do not have the requested documents." option. Do you think this is something I should do or are there other ways to fix this issue?
Many Thanks.
Inauthentic Product Violation. Accept Violation?
Hi, So our account has been deactivated for a few days now due to an inauthentic product violation. I have repeatedly sent Amazon the invoices they require yet they are not accepting them due to being unable to verify the supplier even though the supplier is well known in the Dental Industry (which the product is in).
If this continues I was wondering what would happen if I were to select the "I understand the policy and acknowledge that I do not have the requested documents." option. Do you think this is something I should do or are there other ways to fix this issue?
Many Thanks.
24 replies
Seller_d8YGbIjNqwFxn
If you accept the violation it will remove it from your account health but there is no guarantee this will reinstate your account.
You also will not be able to sell the product again on Amazon.
Does the invoice clearly show the ASIN, does it show your supplier details and does the business name and address match the one in seller central
If the invoice is okay I would continue to try and get it accepted. You can try escalating it to the Managing Director Team
I personally wouldn't accept the violation for now, I don't think it will get the result you want (i.e. your account reactivated)
Seller_mS10UjVYuuGor
Unless a product is being made for exclusive sale on Amazon it is highly unlikely a manufacturer/wholesaler invoice will show an Amazon exclusive product code. I suspect you mean does the product description match the product description of the ASIN.
To the OP. Amazon will be aware of, if not already buying from themselves, the brand or official wholesalers of recognisable dental products such as Colgate, TeePee etc and will be looking for an invoice from those companies. If your invoice is from a middleman who sells to public as well as trade such as DentalSky etc you could well be on dodgy ground if Amazon won't accept their invoices. There is a big difference between an inauthentic (fake) product and an invoice from a reputable (but unverified by Amazon) supplier so be very careful what you accept as a violation as it could end your Amazon journey.
Seller_SnOCWghkxvh9k
Is the supplier the manufacturer or the wholesaler? If the the latter, we had this and what Amazon are looking for is the manufacturer to supplier invoice and a letter from the manufacturer confirming the supplier is an authorised distributor. Plus they wanted the invoices from our supplier to us over the past year to at least match the numbers of the items we had sold on Amazon (It took several attempts to ascertain what it was Amazon were actually seeking.) Fortunately our supplier was extremely helpful and gave us THEIR invoice (prices redacted of course, which is fair enough) and a letter from the manufacturer. A real pain but got there in the end.
Seller_KlbXZHzQGSDZv
Just a quick one. Did you write the asin or are you piggy backing on another one linked via the upc. If its the latter check the brand name that has been used on the asin. Many people use their own made up brand names to get past gating or for selling multipacks of the item. If its a different "brandname" your invoice will not match what amazon are looking for.
Seller_vtSzvxtW9StxE
If the product and supplier is genuine, in my view dont accept and acknowledge the violation. It may sort the issue for now but sword will keep hanging.
if your supplier is not the brand owner, amazon is looking for the valid supply chain. In past I was asked to provide the purchase invoice from the supplier. not sure if your supplier can provide that.
Even afer establishing valid supply chain it got rejected couple of times but eventually it was sorted.
Seller_tRuvBEHDedp4q
Ive had the exact same situation. Customer complaint of inauthenticity and despite the customer having no authority (it was a subjective comment as the item was a hat which customer assumed would be made of straw when it is made from simulated straw as stated in the description). This started the whole process of Amazon asking me to supply invoices as proof of authenticity, and then refusing the invoices as they said they could not verify the supplier! - This despite the fact supplier name, address, telephone, contact name and email address were all on the invoice.
I even messaged the supplier and no one from Amazon had even attempted contact. When I appealed, Amazon then wanted suppliers supplier invoices - yet my supplier was the manufacturer so there was no suppliers supplier.
Anyway it took a lot of effort and talks with support to get to the bottom of it. Basically it came down to Amazon wanted last 365 days invoices (even though originally they only asked for 1 invoice showing at least 10 units bought). The quantity I had bought over the last 365 days had to match the quantity sold over same period.
You can check quantity sold by searching Orders for the ASIN and changing date range to last 365 days.
Anyway this also presented a problem as Amazon were counting number of orders made. But about 10-20% of my orders are returned for reasons like not suitable or wrong size. So although there were say 1000 orders there were only about 800 actual sales as 200 were returned and could be re-sold.
Then of course it is useless expecting invoices from last 365 days to tally with sales over same period - I had bought a large amount 400 days previously ready to list on Amazon.
Anyway, once I gave Amazon invoices from last 400 days and attached a file to the appeal where I explained what I had done - mentioning I had bought a large stock beforehand, that orders were not the same as actual sales (with figures showing my working out) and proved I had actually bought more stock than actually sold - this finally satisfied Amazon and I was allowed to continue selling the item and the defect removed from my account.
It does not help at all when Amazon do not tell us exactly what is required or confuse us with such stuff as they could not verify the supplier when what they really wanted was proof that you had bought in enough stock from the supplier to sustain the sales made.
Seller_voW9gFQs6cI1A
Basically in this situation you have to treat amazon like a 5 year old child.
they request an invoice (which you say you sent) however I assume the description is not exactly the same i.e. your listing maybe a "white toothbrush with grey bristle for all ages" but the invoice will say just "grey toothbrush" amazon being the child it is will say huh that doesn't exactly match so therefore its either a fake invoice or different product, this also applies to the supplier IE the brand maybe (purely example) "boots" but the supplier invoice has the full company name "boots gamble lipid" so again amazon says huh not correct. I have even had to supply an invoice with the ASIN on it!!!! which is absolutely ridiculous as everyone knows that no supplier has that on the invoice so I had to go to the supplier ask them to make me an invoice with the exact wording as on amazon and send that. luckily I had a very good relationship with the sales rep then my listing got put back up
