Product Authenticity Complaints for authentic item.
I received a product authenticity complaint from Amazon from a Logitech G920 racing wheel. ASIN (B00Z0UWV98). I was selling the product in used condition and Amazon required to upload a serial number with every order. I forgot to upload it for one and was hit with a strike despite the fact that there were no complaints from the customer at all. I sent them an invoice with all the required information (supplier, contact info, breakdown of items etc...) but they rejected it without specifying a reason.
This is absolutely ridiculous since we only had 9 of these units in stock in used condition and anyone with a shred of common sense can see that this product is not something anyone would counterfeit, especially in used condition and this quantity. It's a racing wheel and pedals attachment for X-Box. Despite providing a valid invoice from a major retailer along with their contact information as well as pictures of the product Amazon refuses to remove the strike and doesn't offer any explanation. Is there anything I can do?
Product Authenticity Complaints for authentic item.
I received a product authenticity complaint from Amazon from a Logitech G920 racing wheel. ASIN (B00Z0UWV98). I was selling the product in used condition and Amazon required to upload a serial number with every order. I forgot to upload it for one and was hit with a strike despite the fact that there were no complaints from the customer at all. I sent them an invoice with all the required information (supplier, contact info, breakdown of items etc...) but they rejected it without specifying a reason.
This is absolutely ridiculous since we only had 9 of these units in stock in used condition and anyone with a shred of common sense can see that this product is not something anyone would counterfeit, especially in used condition and this quantity. It's a racing wheel and pedals attachment for X-Box. Despite providing a valid invoice from a major retailer along with their contact information as well as pictures of the product Amazon refuses to remove the strike and doesn't offer any explanation. Is there anything I can do?
42 replies
Seller_OvL8C4BJWiuS9
There is your issue, you do not have an invoice from the "major retailer", you have a receipt. Also, you cannot sell without the brands permission (or properly listing it), so that is why you have been flagged as counterfeit.
Seller_kIukTwdhvntAp
"Despite providing a valid invoice from a major retailer "
@Seller_OvL8C4BJWiuS9 types faster than I do!
If by 'major retailer' you mean a store like Best Buy you do NOT have an invoice, you have a receipt.
On the other hand, if the retailer is one of the liquidation sites you might have an invoice BUT Amazon does NOT consider those to be authorized or even allowed sources of merchandise.
Without an LOA from the brand and an invoice from an authorized wholesale distributor consider yourself very lucky that you are not already asking for help with your Section 3 suspension.
Seller_qTJiCxRI8PpIZ
For what it's worth, similar has been happening to a lot of used book dealers. We have been asked a few times to supply invoices for books that we have, which is funny because we are a secondhand bookstore (as should be evident by our store title). We get all of our books from customers. We haven't gotten books from any publisher in over 10 years. Yet Amazon still asks on occasion. It is absolutely ridiculous but sadly that is how Amazon operates. They would rather throw us under the bus than get sued by a company for allowing us to sell certain products. I'm very sorry this happened to you. I wish you good luck.
Seller_TvaTXH61RRGLO
They are asking for transparency codes. These ones you get from the manufacturer or distributors that will allow you to sell on Amazon. If you do not have them stop selling the items. They may close your account if you et more dings for the same reason. They will not accept receipts from retailers.
Seller_My0TtV6OfeFDa
As per me, the best and quickest way to remove the violation is to accept the mistake and create a removal order. As soon as you accept the mistake, amazon will immediately remove the violation from your account but may take 2-3 days to update on account health. I had the same issue; I uploaded all the documents but Amazon refused to accept them. then I admitted my mistake and Amazon removed all those complaints.
LeviDylan_Amazon
Hello @Seller_0yP6zxUnrmyjb,
Thank you for reaching out on the Seller Forums. I also want to thank @Seller_OvL8C4BJWiuS9, @Seller_kIukTwdhvntAp, and @Seller_TvaTXH61RRGLO for providing excellent and accurate guidance on this topic.
I see that you received a product authenticity complaint and you have questions about what your next steps will look like to get this resolved.
To get this addressed, a valid invoice that meets our document requirements will be required for the ASIN in question.
It makes perfect sense, there is no tie from the brand to the liquidator, hence no valid chain of supply once the liquidator sells it off.
Typically, responsible sourcing documentation will need to meet certain requirements. Those requirements are as follows-
• 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.
@Seller_OvL8C4BJWiuS9 has provided the best guidance for the invoice requirements above. If one of the requirements is not met, the invoice will likely be rejected.
If you do not have an invoice that will be accepted to resolve the violation, you may have the option to take an acknowledgement, which if accepted, will remove the violation from your account health page.
You will acknowledge the following things if you decide to take this path:
-you do not have the documentation required to address the violation and you do not intend to list this particular ASIN moving forward.
-You acknowledge that any Fulfillment by Amazon inventory associated with this ASIN will remain withheld up to 90 days and may be disposed in accordance with the Unsuitable inventory investigations policy.
-Moving forward, you will verify that your products are correctly labeled with transparency codes, before listing them on Amazon.
-You understand that if your listings continue to violate Amazon’s Transparency Program Guidelines, your account may be deactivated.
-You acknowledge, that you have read, understood, and agree to comply with Amazon’s Transparency Program Guidelines and Seller Code of Conduct.
Can you confirm if you have this option available?
I hope you have found this information helpful. If you have any additional questions, please don't hesitate to reach back out in this thread. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
Seller_oDXVaydIpi3Hi
This is like trying to explain algebra to people who don't understand addition yet. At least some people have common sense and understand the law and Amazons policy, even if Amazon doesnt.
Seller_oDXVaydIpi3Hi
Nearly every policy they make is a failure in logic, reason, implentation and consistency. Most of their employees don't even know their policies. Sellers oftentimes have to try to educate their staff, and then their staff is still inept.
Seller_oDXVaydIpi3Hi
Yes, they can do this to a point - but making claims that would not hold up in arbitration or court is going to eventually cause a lot of issues. Not to mention, all they are doing is alienating more and more consumers. We spend anywhere from 2-5k a month here but have recently found better experiences elsewhere so thats changing
