Hello fellow sellers,
I'm reaching out to this community to get your thoughts and advice on a situation I'm currently facing with Amazon regarding a product authenticity complaint.
Background:
I've been selling on Amazon for a while and have successfully sold over 500 units of a particular product. Recently, I received a product authenticity complaint, which I strongly suspect may have been filed by a competitor.
My Response:
Document Submission:
Upon receiving the complaint, the Amazon Account Health team requested documentation to prove the authenticity of the products. Thankfully, I had all the necessary documents and submitted them promptly.
First Rejection:
A few days later, my appeal was rejected. I called the Account Health team and was informed that they couldn't reach my supplier for verification. I immediately contacted my supplier, who confirmed that no one from Amazon had attempted to reach out to them. I was asked to resubmit the documents, which I did.
Second Rejection:
Despite resubmitting, my appeal was rejected again. When I reached out to the team, I was again told that they hadn't been able to reach my supplier, which my supplier again denied. I was asked to resubmit the documents once more, and I complied.
Third Rejection (Language Issue):
The next day, my appeal was rejected yet again. I called the Account Health team to ask if there was an issue with the invoices being in another language. The agent confirmed that this was indeed the problem and instructed me to get the documents translated with notary approval.
Translation Submission and Rejection:
I followed their instructions, had the documents translated by a sworn translator, got them notarized, and resubmitted everything. Despite this, my appeal was rejected within half an hour. I called the team again and was told the reason was that I had not submitted translated documents. I pointed out that the documents were indeed translated and notarized. The agent then claimed the issue was that the address on the documents wasn’t translated. I explained that the address has no English equivalent.
Supplier Trustworthiness Questioned:
After escalating the issue, after a long hold, the agent informed me that the main reason for rejection was that they could not verify my supplier and that they didn’t find the supplier’s website trustworthy. I had already provided all invoices and proof of transactions and even submitted an authorization letter from my supplier. However, I was told that there was nothing more they could do and to “take it or leave it.” I am shocked and totally confused with his approach.
Summary and Request for Advice:
In summary, I’ve been receiving conflicting information with each interaction, and despite complying with every request, I am still not getting anywhere. It feels like I’m stuck in a loop where I’m being asked to do the same things over and over without any progress.
I’m at a loss for what to do next. Has anyone else experienced something similar? What steps did you take to resolve it? Any advice or insight from this forum would be greatly appreciated.
Thank you in advance for your support!
