Invoices not accepted by Amazon to Appeal Authenticity Complaints
I received a few authenticity complaints in the last three days. They are almost simultaneously and about different products. Also, the volume of claims is making me think another competitor is trying to harm me. However, that's not the purpose of this post. The problem is that I have prepared all the invoices and provided all the information about my suppliers (same suppliers for five years). The suppliers are verified and approved by Amazon. One of them is probably an Amazon supplier, too. However, regardless of whether the information to contact my suppliers is there, our store information is there, and the products and the amounts cover our sales, they don't approve the appeal or share any information about why they are declining the appeals. I contacted an Amazon Account Health Support specialist today, who confirmed that my suppliers are verified by Amazon. Also, I contacted my suppliers to ask them if they had received any communication from Amazon to verify my invoices, and they informed us that no one from Amazon had called them. According to their emails, they say that I have not provided the information they requested before. However, when I checked the information they requested before, they asked for the invoices to cover our sales for the specific ASIN in the last 365 days, which is the same information I have always provided during all the years I have been selling on Amazon. I have attached the message from Amazon with the required information to appeal the complaint. My question is: What information do they need from me? Why are they suddenly declining my invoices now? Invoices from the same suppliers they have verified and contacted before.
I'll appreciate your help in this matter.
Invoices not accepted by Amazon to Appeal Authenticity Complaints
I received a few authenticity complaints in the last three days. They are almost simultaneously and about different products. Also, the volume of claims is making me think another competitor is trying to harm me. However, that's not the purpose of this post. The problem is that I have prepared all the invoices and provided all the information about my suppliers (same suppliers for five years). The suppliers are verified and approved by Amazon. One of them is probably an Amazon supplier, too. However, regardless of whether the information to contact my suppliers is there, our store information is there, and the products and the amounts cover our sales, they don't approve the appeal or share any information about why they are declining the appeals. I contacted an Amazon Account Health Support specialist today, who confirmed that my suppliers are verified by Amazon. Also, I contacted my suppliers to ask them if they had received any communication from Amazon to verify my invoices, and they informed us that no one from Amazon had called them. According to their emails, they say that I have not provided the information they requested before. However, when I checked the information they requested before, they asked for the invoices to cover our sales for the specific ASIN in the last 365 days, which is the same information I have always provided during all the years I have been selling on Amazon. I have attached the message from Amazon with the required information to appeal the complaint. My question is: What information do they need from me? Why are they suddenly declining my invoices now? Invoices from the same suppliers they have verified and contacted before.
I'll appreciate your help in this matter.
0 replies
Seller_eyq5Q5mIyV5gu
It did not mention that they needed it but perhaps they are looking for a Letter of Authorization from the brand(S) you are selling?
Seller_7oKQkd3ZYovCx
They haven't asked for an LOA. I have attached a picture of their requirements. They are asking for invoices—invoices from the same supplier I have always had, and that have always worked. They make it difficult for you when they don't want you to continue selling on their platform. It is very strange that I started receiving complaints suddenly without any communication from a customer or anything. Also, it is very weird that they no longer accept the invoices. Not an invoice or a specific supplier. Invoices from two suppliers that they didn't want to admit but had previously accepted. I think that what they don't want is for me to continue selling here. Maybe it is my time to leave for other platforms.
LeviDylan_Amazon
Hello @Seller_7oKQkd3ZYovCx,
Thank you for reaching out here on the Forums.
I see that you have received product authenticity complaints and despite your attempts to provide the requested information, your submissions have not been accepted to resolve the violations.
If your invoices have not been accepted, this can be due to multiple reasons. Most often, it that the quantity doesn't cover the total sales volume in the last 365 days. You mentioned that the invoices do cover the sales volume. How do you ensure that the quantity on the invoices covers your sales quantity? Also, if the invoices are not accepted you should have received a follow-up notification with the reason why. Can you share one of the follow-up notifications here, after removing your personal information, for us to review?
Other reasons that the invoices may be rejected may include:
-the invoice does not meet our document requirements
-the invoices were unable to be validated
-the supplier is unverifiable
You mentioned that the invoices have been accepted for another reason in the past. Can you share if this was for another authenticity concern or for something else?
I look forward to learning more. Once you have reviewed the information and questions above, please feel free to respond here. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
