Customer claim product was Fradulent because he did not like the packaging...WOW!!!
I just had a lengthy phone call with a specialist. We spent over two hours discussing a complaint about a supposed fraudulent product claim, which was raised simply because the customer was unhappy with the product’s packaging. I provided all the necessary documentation, including receipts that matched the number of products sold and bank statements showing transactions and transaction dates, which added up to the total number of products sold.
The customer service representative seemed clueless about the issue at hand, as from her perspective, I had provided all the required information. In a typical Seller Support move, she put me on hold and consulted with her team, only to return with a rather nonsensical explanation. After two hours, she said, “I found a reason, it’s because the address on your statement does not match your TAX INFORMATION.”
I explained to the representative that my bank account has two addresses; a primary (residential) and a mailing (business) address, both of which are documented on my seller account.
Despite providing a certified Bank Letter detailing my account number, name, business name, and both the primary and mailing addresses on file, they treated this situation as if I was trying to get ungated and needed an invoice with specific information. However, I am already ungated for this product. This case was to prove product authenticity and to confirm that the products were legally purchased by me.
I even went as far as sending them pictures of the product with the QR authenticity barcode.
I am now convinced that they are simply unwilling to review the documents and would rather send me a generic email. It’s quite frustrating.
Customer claim product was Fradulent because he did not like the packaging...WOW!!!
I just had a lengthy phone call with a specialist. We spent over two hours discussing a complaint about a supposed fraudulent product claim, which was raised simply because the customer was unhappy with the product’s packaging. I provided all the necessary documentation, including receipts that matched the number of products sold and bank statements showing transactions and transaction dates, which added up to the total number of products sold.
The customer service representative seemed clueless about the issue at hand, as from her perspective, I had provided all the required information. In a typical Seller Support move, she put me on hold and consulted with her team, only to return with a rather nonsensical explanation. After two hours, she said, “I found a reason, it’s because the address on your statement does not match your TAX INFORMATION.”
I explained to the representative that my bank account has two addresses; a primary (residential) and a mailing (business) address, both of which are documented on my seller account.
Despite providing a certified Bank Letter detailing my account number, name, business name, and both the primary and mailing addresses on file, they treated this situation as if I was trying to get ungated and needed an invoice with specific information. However, I am already ungated for this product. This case was to prove product authenticity and to confirm that the products were legally purchased by me.
I even went as far as sending them pictures of the product with the QR authenticity barcode.
I am now convinced that they are simply unwilling to review the documents and would rather send me a generic email. It’s quite frustrating.
0 replies
Seller_OvL8C4BJWiuS9
first of all, how was it packaged? Second, did you provide receipts or invoices? Third, always take what a rep says with a grain of salt.
Stevie_Amazon
Hi there @Seller_Q1zWpNLmGQka1,
Thank you so much for utilizing the seller forums! I hope this finds you well.
I understand you have recently received a buyer complaint about the authenticity of an item you have for sale.
Product authenticity is held within high regard. Not only do we value the trust customers have within Amazon in knowing they can find and receive the branded items offered for sale, but we also want to ensure all information present on the product detail pages is accurate at all times. Even more importantly, there is a high need to ensure there is a valid supply chain followed when it comes down to sourcing the products offered for sale.
When addressing these concerns, you will want to provide responsible sourcing documentation which will include information about your business, your supplier, and the products in question. Listed below are the requirements for sourcing documentation request:
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.
The address present on the invoice should reflect what you have in seller central under business address.
Do your invoices meet the requirements above?
All the best,
Stevie.
