Help needed please: Product Authenticity Complaint- Appeal
Hi!
I have had an ongoing issue with a Product Authenticity Complaint violation. The original complaint was sent to me on March 3rd with the below message:
We received a complaint from a buyer about the authenticity of a product they ordered from you, which is listed at the end of this email. Your listings are still active.
Why did I receive this message?
In order to ensure that customers can shop with confidence on Amazon, we take “inauthentic” complaints seriously. The sale of counterfeit products on Amazon is strictly prohibited.
You can learn more about Amazon’s policies regarding the sale of counterfeit items in Seller Central Help:
Amazon Anti-Counterfeiting Policy
Policies and Agreements
Amazon Services Business Solutions Agreement
We also recommend visiting the Voice of the Customer (VOC) Page to review customer feedback for this listing.
What happens now?
Your listings are still active, however to remove these violations from your Account Health Dashboard, please provide copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed at the end of this email
Please 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.
You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
As requested, I sent in the invoices from the past 365 days. These invoices are directly from the brand owner, I have been working with the brand for over 5 years now. I submitted all invoices and even the bill of ladings, I even highlighted the item in question for ease of review. In the most recent denied submission I received this notification from Amazon:
Hello,
We received your submission but do not have sufficient information to resolve the issue below.
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 issue will remain unresolved. 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-funds@amazon.com
How do I appeal this decision?
Review our past communications with you that specify the information required to 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
My first submission was denied, the second submission was denied, and now I just recently submitted by third appeal. In my third appeal I included every single piece of detail I could think of.
I tried calling customer support several times but they were not able to provide me much detail as to why the submissions are being denied. Any guidance or suggestions would be greatly appreciated, thanks!
@SEAmod@Stevie_Amazon @Quincy_Amazon @Cade_Amazon
Help needed please: Product Authenticity Complaint- Appeal
Hi!
I have had an ongoing issue with a Product Authenticity Complaint violation. The original complaint was sent to me on March 3rd with the below message:
We received a complaint from a buyer about the authenticity of a product they ordered from you, which is listed at the end of this email. Your listings are still active.
Why did I receive this message?
In order to ensure that customers can shop with confidence on Amazon, we take “inauthentic” complaints seriously. The sale of counterfeit products on Amazon is strictly prohibited.
You can learn more about Amazon’s policies regarding the sale of counterfeit items in Seller Central Help:
Amazon Anti-Counterfeiting Policy
Policies and Agreements
Amazon Services Business Solutions Agreement
We also recommend visiting the Voice of the Customer (VOC) Page to review customer feedback for this listing.
What happens now?
Your listings are still active, however to remove these violations from your Account Health Dashboard, please provide copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed at the end of this email
Please 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.
You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASIN(s) under review.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
As requested, I sent in the invoices from the past 365 days. These invoices are directly from the brand owner, I have been working with the brand for over 5 years now. I submitted all invoices and even the bill of ladings, I even highlighted the item in question for ease of review. In the most recent denied submission I received this notification from Amazon:
Hello,
We received your submission but do not have sufficient information to resolve the issue below.
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 issue will remain unresolved. 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-funds@amazon.com
How do I appeal this decision?
Review our past communications with you that specify the information required to 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
My first submission was denied, the second submission was denied, and now I just recently submitted by third appeal. In my third appeal I included every single piece of detail I could think of.
I tried calling customer support several times but they were not able to provide me much detail as to why the submissions are being denied. Any guidance or suggestions would be greatly appreciated, thanks!
@SEAmod@Stevie_Amazon @Quincy_Amazon @Cade_Amazon
9 replies
Seller_DLxJsYfCIMUnX
Update as of 3/17:
I received another denial for my new submission. I am unsure what else to do as the invoices, BOL, and all information is coming directly from the brand owner themselves.
Any assistance would be greatly appreciated
@Cade_Amazon
@SEAmod
@CR_Amazon
@Tatiana_Amazon
@Danny_Amazon
@Quincy_Amazon
@Rose_Amazon
@LeviDylan_Amazon
@TaylorR_Amazon
@Glenn_Amazon
@Cooper_Amazon
@Blake_Amazon
Saeid_Amazon
Hello @Seller_DLxJsYfCIMUnX
Thank you for using the seller forum and sharing the received notification regarding the pending authenticity violation present on your account.
Based on your post, I understand that you have already submitted the appeals with the required documents, but they have been rejected three times already.
"As requested, I sent in the invoices from the past 365 days. These invoices are directly from the brand owner, I have been working with the brand for over 5 years now."
You mentioned that you sent invoices directly from the brand owner. Does your supplier own the brand in question?
If so, Have you sent proof in your recent appeals that your supplier is the owner of the brand?
"My first submission was denied, the second submission was denied, and now I just recently submitted by third appeal."
"I received another denial for my new submission. I am unsure what else to do as the invoices, BOL, and all information is coming directly from the brand owner themselves."
Authenticity complaints are taken quite seriously, and appeals are thoroughly reviewed to confirm that the your products come from a reliable source.
If your appeals haven't been accepted, it's probably for one of this reasons:
- Invoices do not meet the requirements. See the Responsible Sourcing documentation request requirementspage to ensure that your invoices meet these requirements.
- Your supplier is not verifiable. In case this is the reason for the appeal rejection, you should submit Copies of invoices, receipts, contracts, delivery orders or authorization letters from your supplier's supplier issued in the last 365 days. And provide an authorization letter and a complete set of documentation to prove a valid supply chain.
I hope this information has been helpful. Do not hesitate to continue using this thread to provide updates in your case, so that we can continue to provide guidance in your appeal process.
Regards,
Saeid.
