Product Authenticity complaint and vender communication
Dear Amazon Customer Service,
I hope this message finds you well. I am writing to express my deep concern and frustration regarding the ongoing issues with my account and communication with one of your vendors.
Last year, I purchased products from a distributor of an established brand through Amazon's platform. However, a year later, I received numerous requests from Amazon for invoice letters of authorization, shipping information, and other documents, causing significant inconvenience. Despite complying with these requests and submitting the necessary documentation, including invoice letters of authorization and other arrangements, Amazon repeatedly rejected them without providing valid reasons. This happened not just once, but four to five times.
In an attempt to resolve the situation, I formulated and submitted an action plan as requested. However, to my dismay, Amazon rejected the action plan without any explanation. It is my belief that if Amazon does not accept invoices older than 180 days, then this requirement was not applicable to us, as we purchased the product a year ago. Nevertheless, Amazon should requested these documents within 180 days of the invoice, which they did not initially request but later demanded after we complied with their request.
With this continuous rejection, we feel like Amazon is attempting to deactivate my account without justification. Despite our repeated attempts to communicate with and resolve the issue with Amazon's health department, we have been unsuccessful due to Amazon's reliance on a third-party call center. While they promptly address complaints, they redirect inquiries, preventing direct communication with the health department.
This ongoing issue has caused significant distress and financial loss. We had inventory worth thousands of dollars within Amazon's system, which we had to remove forcibly, resulting in additional losses. Even if my account is reinstated, I am concerned that Amazon will not compensate for the damages incurred.
In conclusion, I urge Amazon to prioritize effective customer service and vendor communication over solely focusing on customer satisfaction. Your attention to this matter and prompt resolution would be greatly appreciated.
Sincerely,
Product Authenticity complaint and vender communication
Dear Amazon Customer Service,
I hope this message finds you well. I am writing to express my deep concern and frustration regarding the ongoing issues with my account and communication with one of your vendors.
Last year, I purchased products from a distributor of an established brand through Amazon's platform. However, a year later, I received numerous requests from Amazon for invoice letters of authorization, shipping information, and other documents, causing significant inconvenience. Despite complying with these requests and submitting the necessary documentation, including invoice letters of authorization and other arrangements, Amazon repeatedly rejected them without providing valid reasons. This happened not just once, but four to five times.
In an attempt to resolve the situation, I formulated and submitted an action plan as requested. However, to my dismay, Amazon rejected the action plan without any explanation. It is my belief that if Amazon does not accept invoices older than 180 days, then this requirement was not applicable to us, as we purchased the product a year ago. Nevertheless, Amazon should requested these documents within 180 days of the invoice, which they did not initially request but later demanded after we complied with their request.
With this continuous rejection, we feel like Amazon is attempting to deactivate my account without justification. Despite our repeated attempts to communicate with and resolve the issue with Amazon's health department, we have been unsuccessful due to Amazon's reliance on a third-party call center. While they promptly address complaints, they redirect inquiries, preventing direct communication with the health department.
This ongoing issue has caused significant distress and financial loss. We had inventory worth thousands of dollars within Amazon's system, which we had to remove forcibly, resulting in additional losses. Even if my account is reinstated, I am concerned that Amazon will not compensate for the damages incurred.
In conclusion, I urge Amazon to prioritize effective customer service and vendor communication over solely focusing on customer satisfaction. Your attention to this matter and prompt resolution would be greatly appreciated.
Sincerely,
5 replies
Seller_kIukTwdhvntAp
" I purchased products from a distributor of an established brand through Amazon's platform"
In other words, you purchased items from a RETAIL outlet and NOT through authorized wholesale sources.
".....I received numerous requests from Amazon for invoice letters of authorization, shipping information, and other documents, causing significant inconvenience."
Well, it's really too bad that Amazon is asking you to verify your authorization to sell on Amazon as well as the legitimacy of your product source AS REQUIRED by the agreement you signed to sell on the site.
It's too bad that following the rules of the site is causing such an 'inconvenience' for you -- and other sellers in the same situation, by the way.
" including invoice letters of authorization and other arrangements,"
You said you bought them on AMAZON so you don't have ANY of the documents they are asking for.
"we feel like Amazon is attempting to deactivate my account without justification. "
Actually, you agreed to follow their rules and you failed to do so so they ARE justified. It has nothing to do with any call centers or anything else.
"We had inventory worth thousands of dollars within Amazon's system, which we had to remove forcibly,"
Consider yourself lucky that you were able to recover anything. MOST sellers that do not have a chain of custody never get anything back as there is no proof of authenticity.
" I am concerned that Amazon will not compensate for the damages incurred."
You can try arbitration but prepared to lose even more money.
Here are the things you apparently missed by NOT studying Seller U ---
https://sell.amazon.com/learn
Here are the NEW rules for selling on the ‘new and improved’ Amazon.
Anyone reading this can tell if you meet the requirements.
Since they are rejecting your "invoices" and your statement that you bought the items from Amazon -- you do not.
The first question is -- Are you authorized IN WRITING by the BRAND to sell their items on Amazon? That means from the BRAND, not some random wholesale source that can NOT authorize anything – they only SELL.
More and more brands have provided a "whitelist" of their approved sellers and if YOU are NOT on the list you will be stopped in your tracks and probably hit with an IP violation.
The second (and probably more important) question is -- Where are you sourcing your products? Are you buying direct from the brand or through an AUTHORIZED wholesale source?
Seller_4zBzdtgCyS9EI
were those products shipped to you via prime free shipping?
Atlas_Amazon
Hello @Seller_mbvtOHZuPM9cz
Thank you for the information provided regarding the deactivation of your account. We understand how frustrating this situation might be. For most invoices, our team will look for documentation that can reflect the sales volume for the previous 365 days from the original violation or deactivation.
For the documentation provided, does it match what is on your seller central account? You will want to be sure to verify that everything matches as any discrepancies in the information will cause a rejection. Additionally, our team is going to take steps to verify your information such as contacting your supplier. If they are unable to fully verify the details provided, they will reject the overall submission.
As of now, where is the current submission? Do you have anything pending? If so, what does that include? What did the letter of authorization specify for reselling? You mention that you were sourcing from a distributor of an established brand, did you ever get authorization directly from the brand?
We urge you to continue monitoring your performance notifications and case log for any messaging you might receive. Please continue to utilize this thread for any updates or additional questions that you have regarding this situation.
Best,
Atlas
