product authenticity
Subject: Urgent: Resolution Needed for Counterfeit Product Complaint
I hope this message finds you well. I am writing to bring to your attention a pressing issue concerning a customer complaint I recently received. The complaint alleges that the products I am selling are counterfeit, which is entirely inaccurate.
I want to emphasize that I source these items directly from the brand, and each product includes transparency codes for authenticity verification. Despite my efforts, Amazon is not accepting my invoice and Letter of Authorization (LOA) to validate the authenticity of these products.
I am reaching out for guidance on the appropriate steps to address this situation. It is crucial to me that this matter is resolved promptly to uphold the integrity of my business and ensure customer satisfaction.
Your prompt attention to this issue is greatly appreciated. If there are specific actions or documents required to validate the authenticity of the products, please advise accordingly.
Thank you for your assistance in resolving this matter. I look forward to your prompt response.
Best regards,
Saqib
product authenticity
Subject: Urgent: Resolution Needed for Counterfeit Product Complaint
I hope this message finds you well. I am writing to bring to your attention a pressing issue concerning a customer complaint I recently received. The complaint alleges that the products I am selling are counterfeit, which is entirely inaccurate.
I want to emphasize that I source these items directly from the brand, and each product includes transparency codes for authenticity verification. Despite my efforts, Amazon is not accepting my invoice and Letter of Authorization (LOA) to validate the authenticity of these products.
I am reaching out for guidance on the appropriate steps to address this situation. It is crucial to me that this matter is resolved promptly to uphold the integrity of my business and ensure customer satisfaction.
Your prompt attention to this issue is greatly appreciated. If there are specific actions or documents required to validate the authenticity of the products, please advise accordingly.
Thank you for your assistance in resolving this matter. I look forward to your prompt response.
Best regards,
Saqib
3 replies
Seller_kIukTwdhvntAp
First, this is a FORUM and not Amazon so only other sellers are normally here to see questions and cries for help. The occasional MOD does stop by to monitor things and maybe one will see this.
If you have opened any cases provide a number so any MOD that happens to drop by can look it over to see if they can help.
Without a case number in the posts it wastes time for everyone. They have to ask for it and then wait for a reply from the poster and then the poster has to wait again for the MOD to find the case, and then more waiting.…………....
Seller_4zBzdtgCyS9EI
what reply did you get?
Stevie_Amazon
Hi there @Seller_RWgDmaVW8MlEG,
Thank you for providing insight into the issue on your account. I understand you have concerns when it comes to the product authenticity complaint received for one of your products.
As the authenticity of products offered for sale on Amazon is highly imported, it is imperative all sellers maintain appropriatesourcing documentation. This would also apply if there are letters of authorization or other documents which demonstrate authenticity of your items. Providing this in a submission upon receiving such a request enables Amazon to further verify your items and your supplier, which helps in maintaining buyers' trust.
Typically, these will be copies of invoices, receipts or other similar documents that demonstrate where your products are produced or manufactured
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.
You will also want to provide a letter of authorization or licensing agreement if you do have one from the concerned brand. The five key terms which must be present in every IP licensing agreement submitted to Amazon are:
- 'Licensor'–The company/brand providing the rights to intellectual property
- 'Licensee'–The company/brand receiving the rights to use the intellectual property.
- ‘Grant’–The intellectual property being licensed and the scope of rights granted
- ‘Geographic Scope’–The specific territory or territories where use is authorized (may be worldwide)
- ‘Term’–The duration of the authorization (may be perpetual)
Something else to consider: is your supplier an authorized distributor or the brand itself? If not, how do you know they are authorized to sell these products?
Please let us know if you have any questions or any updates on your account, as the forums community and I are here to support you.
All the best,
Stevie
