Recently we received a false authenticity complaint, and had our self-branded ASIN immediately shut down in the interim:

Per the e-mail, we went to our Account Health there was "1" Product Authenticity Violation and a link to submit invoices, then the next day out of the blue it disappeared:

Whether the customer withdrew the complaint, or Amazon caught our competitor submitting a false complaint, the 'strike' was removed, but so was the option to submit invoicing.

My 5-star ASIN remains inactive as a biproduct of the complaint being removed, with the inventory page directing me to the Account Health (where it says there are now 0 issues).

Hello,

I'm posting here as a last resort, as I'm out of ideas on how to resolve this issue.

I've spoken to my account representative on this issue & followed the advise given. When submitting an appeal for this product it states to provide an Invoice OR Receipt/s.

For this product we have receipts that total roughly 2000 units for the past 365 days. This is our #1 seller and this month we got hit with a product authenticity complaint.

I have attached all receipts, highlighted the receipts with the store, address & contact number. I've also highlighted the last 4 digits used for the business card & included a picture of my card with the company name that matches on my sellers account.

I've spoken with the store manager and they said if Amazon did happen to call to verify authenticity & receipts they would be able to if given the phone number attached to the account.

I've done all this & have hit a wall in terms of appealing this complaint. This is what was advised by our rep due to the fact receipts typically lack actual information the Appeal Team look for.

Two days ago, a customer contacted me stating they had not received their order. After reviewing the tracking information, I found a proof of delivery indicating the item was delivered to the customer's doorman. However, the customer claimed that this was not their building and that they do not have a doorman. I promptly issued a full refund.

Up to this point, everything was handled appropriately.

The following day, the same customer—who previously stated the item never arrived and was fully refunded—filed a claim questioning the authenticity of the product.

If the customer did receive the item, I request a full refund of the amount I refunded to them. On the other hand, if they didn’t receive the item but are still filing a complaint about the authenticity of the product, I ask that my account health be restored.

ORDER ID: 701-6956870-0313038