Well this is a first. Woke up this morning to a performance notification from email@example.com in which the buyer accused me of draining a gallon jug of a cleaning product and sending them a “fake refilled item.” The exact notice is:
We are reaching out to you because of a buyer complaint about the condition of an item they received from you.
Examples of these items are at the end of this email.
Your listings are still active, but please resolve the issues that caused the complaint.
Review your listings and make sure that the following points are reviewed
- The items exactly match the product description on the detail page.
- The items are listed according to our Condition Guidelines.
You do not need to reply to this email.
You can see the health of your account in the Performance section of Seller Central.
To learn more about our policies, search for these topics in Seller Central Help:
- Prohibited Seller Activities and Actions
- Product Detail Page Rules
- Condition Guidelines
To talk to someone about this email, ask our Seller Support team to contact you.
You can see the health of your account in the Performance section of Seller Central
Seller Performance Team
|Complaint Type|ASIN|Title|Additional Information|
|Inauthentic| …The seller is likely using the actual product then selling a fake refilled item. Sigh…|
I would love to respond to this scurrilous accusation with invoices showing that the product is legit, however, there is no appeal button and they clearly say “you do not need to reply to this email.”
What should I do in this situation?
Thanks for any advice.