One customer complain about product - amazon removed
I am selling lubricants for adults and animals.
one customer complain about quality … and without any investigation amazon remove my listing from selling … i provided all invoices form UK 2 official sellers and amazon asking me provide invoices from product producer only … it is unbelievable…
the biggest wholesales companies in UK invoices and letters are not enough
amazon do what ever they want and they rules not going together what they asking…
they asking and i provided, but after asking 3rd parties documents which are not on list… so bad
The date on the documents submitted must be prior to the order that caused the customer complaint.
The documents should include your name and address.
The documents should include the ASIN(s) that caused the complaint.
The documents should reflect your sales volume for the ASIN(s) specified over the last 365 days.
The documents must be authentic and unaltered.
Pricing information may be removed, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
Include contact information for your supplier, including name, phone number, address and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.
Hello ,
We received your submission but do not have sufficient information to reactivate your listings.
Why did this happen?
You have not sent us sufficient information that we previously requested from you. We requested this information to address the complaints we received about the authenticity of your items. For privacy reasons, we do not provide details about our investigation methods.
What happens now?
Your listings will remain deactivated. If we receive more complaints about your listings, we may deactivate your Amazon seller account.
You can see your balance and settlement information in the “Payments” section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.co.uk.
How do I appeal this decision?
If you have additional information that you have not yet provided, you can submit your appeal by following the instructions on the “Account Health” page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
Please review our past communications with you that specify the information required to appeal this decision.
We’re here to help.
You can get help creating your plan in Seller Central Help:
https://sellercentral-europe.amazon.com/gp/help/200370560
To view your account performance, select “Account Health” on the home screen of the “Amazon Seller” app on your iOS or Android device, or go to the “Account Health” page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
On iOS:
On Android:
https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB
The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Complaint type: CCR
ASIN: B00ELFB72A
Title: J-Jelly Greaseless Lubricant, 235 ml, J0109F
Sincerely, Merchant Review Team, Amazon.co.uk
One customer complain about product - amazon removed
I am selling lubricants for adults and animals.
one customer complain about quality … and without any investigation amazon remove my listing from selling … i provided all invoices form UK 2 official sellers and amazon asking me provide invoices from product producer only … it is unbelievable…
the biggest wholesales companies in UK invoices and letters are not enough
amazon do what ever they want and they rules not going together what they asking…
they asking and i provided, but after asking 3rd parties documents which are not on list… so bad
The date on the documents submitted must be prior to the order that caused the customer complaint.
The documents should include your name and address.
The documents should include the ASIN(s) that caused the complaint.
The documents should reflect your sales volume for the ASIN(s) specified over the last 365 days.
The documents must be authentic and unaltered.
Pricing information may be removed, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
Include contact information for your supplier, including name, phone number, address and website. We may contact your supplier to verify the documents. We will maintain the confidentiality of your supplier contact information.
Hello ,
We received your submission but do not have sufficient information to reactivate your listings.
Why did this happen?
You have not sent us sufficient information that we previously requested from you. We requested this information to address the complaints we received about the authenticity of your items. For privacy reasons, we do not provide details about our investigation methods.
What happens now?
Your listings will remain deactivated. If we receive more complaints about your listings, we may deactivate your Amazon seller account.
You can see your balance and settlement information in the “Payments” section of Seller Central. If you have questions about those, please write to payments-investigate@amazon.co.uk.
How do I appeal this decision?
If you have additional information that you have not yet provided, you can submit your appeal by following the instructions on the “Account Health” page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
Please review our past communications with you that specify the information required to appeal this decision.
We’re here to help.
You can get help creating your plan in Seller Central Help:
https://sellercentral-europe.amazon.com/gp/help/200370560
To view your account performance, select “Account Health” on the home screen of the “Amazon Seller” app on your iOS or Android device, or go to the “Account Health” page in Seller Central:
https://sellercentral-europe.amazon.com/performance/dashboard?ref=ah_em_pq
On iOS:
On Android:
https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en_GB
The Account Health page shows how well your account is performing against the performance metrics and policies required to sell on Amazon.
Complaint type: CCR
ASIN: B00ELFB72A
Title: J-Jelly Greaseless Lubricant, 235 ml, J0109F
Sincerely, Merchant Review Team, Amazon.co.uk
0 replies
Seller_esvgLzKXw2YAl
I’m really not sure what your actually asking here.
Have you provided invoices with the detail required, that cover the last 365 days worth of sales?
It really shouldn’t be an issue to do so.
Are the invoices that your sending them, proper invoices? ie. not pro forma, commercial.
Seller_kexWRDI4ktPKd
yes i provided 6 proper commercial invoices with last 365 days and as well letters from 2 suppliers they buying from USA producer and it was rejected
Seller_7VbclcPFFRTnc
And just to check, the bottle says that it’s for vets but goes on to have some intimate info for humans?!
Seller_7VbclcPFFRTnc
CCR is authenticity
Are these 2 suppliers wholesale trade only , or could a member of the public buy on their website too ?
Seller_NoMNQDGnEW5Bx
That address doesnt match the address on companies house and it also doesnt say they’re a wholesaler on there which is what Amazon would normally check
Seller_yk3kzHpjMMa4B
Hello @MBB_sales ,
I’m Mary from Amazon, here to assist you.
From the post above, I understand that you need help with Authenticity complaints.
I understand that you received complaints about the authenticity of the products you have been selling.
Thank you @NEil for your inputs.
In order to reactivate your listings, I advise you to adhere closely to the following guidelines when uploading your invoices.
Make sure your invoices are meeting the below criteria.
Copies of invoices or receipts from your supplier issued in the last 365 days.
The document should reflect your sales volume during the last 365 days.
The invoices should consist the details of the supplier including name, phone number and address. Must be unaltered and legit.
Highlight areas in your supporting documents. You can make your response more relevant by circling or highlighting the area within your documents that is most important such as ASINs, Supplier details (for example, name and supplier website) or clauses within your Terms and Conditions.
Please note that Amazon only accept .pdf, .jpg, .png, or .gif files, and the documents must be authentic and unaltered.
As you stated above it’s clear that team is requesting you to provide the invoices of your supplier’s supplier.
Your supplier may hide the pricing information but the remaining document must be legible.
Note: Ensure that the documents are authentic.
If you want to learn more about Amazon’s policies on the sale of counterfeit items, you can refer to the following Seller Central help pages:
– Amazon Anti-Counterfeiting Policy
– Amazon Services Business Solutions Agreement
If you need any further assistance, you can post here so that we can help you.
Regards,
Mary
Seller_tc3VxVXAlHXbN
No one checks the invoice it is just AI that checks it.
Follow above advice from others on the forum then Print off the invoice.
Write in black pen “ASIN:” followed by the ASIN number directly under neath the item in question
Get a yellow highlighter and highlight what you have just wrote.
Also highlight the quantity
Scan the invoice and upload it do not take a photo do a high definition colour scan.
If it lets you write something above the attachment put something like this
Dear Amazon please find attached Invoice No. X dated DATE within 365 days of the blablabla as you can see I purchased X quantity which exceeds the amount of sales, feel free to contact the supplier X on X or email them at X@x.com to verify the invoice.
Giving away my trade secrets here I must be getting soft…
For some reason Amazon algorithm believes only scanned invoices are genuine. Sometimes it doesn’t like photos or original pdfs.
The highlighted helps the algorithm to spot the essential information it needs.
If you have not watched it go on youtube and search “Little Britain Computer Says No” that will give you an idea of what you are up against 
