Listing Deactivated Due to Buyer Authenticity Complaint


#1

Hi all,

This is my first post in the forums, but I’ve been digesting lots of great information over the past few weeks that I’ve found here.

So I do want to preface this with the statement that I have read through as many similar posts that relate to my situation as I can, to include the great post found here:

https://sellercentral.amazon.com/forums/t/how-to-write-a-plan-of-action-when-youve-been-suspended/217077

and here:

https://sellercentral.amazon.com/forums/t/suspended-for-selling-inauthentic-item-please-help-with-action-plan/359252/5

…and their associated links.

So I’ve been selling Amazon FBA for just over 5 years now. I’ve sold a variety of products, but I mainly sell replacement home appliance parts. Over these 5 years, I’ve almost exclusively sourced my inventory from one, reputable wholesaler. In this time, I’ve sold somewhere around 30,000 units of varying name-brand, OEM parts, with great success and minimal hiccups. I’ve also utilized my invoices from this wholesaler to gain access to gated subcategories and individual products themselves. Point there being Amazon has (in those instances) found my invoices to be legitimate and approved my selling certain products with this wholesaler as the source. Finally, from my own perspective, I’ve had absolutely zero issues with this supplier and have received nothing but OEM products since I’ve bought from them.

So early last month I started selling a product I sourced from the same supplier. A couple of weeks in I received the following seller feedback:

"I have received counterfeit product . [Manufacturer] confirmed it’s counterfeit ."

My first thought was that someone (a competitor?) clearly was trying to drag my (at the time) 100% feedback rating down. However, I quickly responded back to the feedback with the following statement:

"We are incredibly sorry to hear about your experience with this product! However, we can guarantee you received a 100% Authentic OEM [Manufacturer-produced product]. All of our products are sourced from verified, reputable sources, and go through a rigorous quality control check prior to being listed for sale. In light of your poor experience though, a full refund will be issued upon your request."

So I assumed that was most likely the end of it…I was wrong :frowning:

Four days later I received the following Performance Notification:

Hello,

We have removed your listings because of a buyer complaint about the authenticity of an item they received from you. If you have FBA inventory of the items causing “inauthentic” complaints, they are currently ineligible for removal. The listings we removed are at the end of this email.

If you do not appeal this decision in 90 days, any FBA inventory of the item that caused “inauthentic” complaints may be destroyed at your expense.

If you would like us to reinstate your listings, please send us a plan with actions you took to resolve the issue and prevent similar complaints. Get help creating your plan in Seller Central Help (https://sellercentral.amazon.com/gp/help/200370560). To send us your plan, click the Appeal button next to this email on the Performance Notifications page in Seller Central.

Also include the following information for each ASIN:

  • Copies of invoices or receipts from your supplier issued in the last 365 days. These should reflect your sales volume during that time.
  • Contact information for your supplier, including name, phone number, address, and website.

You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.

We will review your information and decide whether to reinstate your listings. If we receive more complaints about your listings, we may not allow you to sell on Amazon.com.

The sale of counterfeit products on Amazon.com is strictly prohibited. If you cannot provide valid invoices or receipts for the items that caused “inauthentic” complaints, we may destroy your FBA inventory of these items at your expense.

You can see the health of your account in the Performance section of Seller Central.

Learn more about our policies in Seller Central Help:

Amazon Anti-Counterfeiting Policy (https://sellercentral.amazon.com/gp/help/201165970)
Policies and Agreements (https://sellercentral.amazon.com/gp/help/521)
Prohibited Seller Activities and Actions (https://sellercentral.amazon.com/gp/help/200386250)
Product Detail Page Rules (https://sellercentral.amazon.com/gp/help/200390640)
Condition Guidelines (https://sellercentral.amazon.com/gp/help/20033950)

To talk to someone about this email, ask our Seller Support team to contact you.
(https://sellercentral.amazon.com/hz/contact-us)

You can see the health of your account in the Performance section of Seller Central (https://sellercentral.amazon.com/performance/dashboard).

Seller Performance Team


Upon receiving that I dove right in to figure out how to write a Plan of Action. I went to the Help topics within Amazon, I went here, I googled. I did all of that, and that same-day I sent my invoices (from the same supplier mentioned above) and a Plan of Action that read this way:


In this Plan of Action to reinstate my listing for ASIN [XXXXXXX], I intend to fully answer the following three questions:

1. What was the root cause that led to the issue?
2. What actions will you take to resolve the issue?
3. What steps will you take to prevent future issues?

What was the root cause that led to the issue?

My listing was deactivated by Amazon as a result of customer feedback I received on 12/17/19. This feedback made the complaint that the [product] they received was counterfeit and further indicated they had verified this claim through the manufacturer, [manufacturer name]. The counterfeit claim is the root cause that has led to the deactivation of my listing.

What actions will you take to resolve the issue? The actions I have already taken are the following:

1. Upon notification that I received the negative feedback, I immediately (same-day) messaged the Buyer. I sent two separate messages. In summary, the first message addressed the following:

1. Apologized to the buyer for their negative experience
2. Assured them of the authenticity of the product they received
3. Personally (as the business owner) vouched for my product integrity and explained my company’s reliance on quality and authenticity
4. Requested the buyer send me the information they received from [manufacturer]
5. Ensured the buyer a full refund would be received if requested

For the second message I utilized an Amazon template to thank them for their feedback, and provide them instructions on how to update their feedback if their problem was resolved.

2. I will continue to utilize the rigorous quality control standards I’ve maintained for my business since its founding.

a. My business relies heavily on authenticity and quality, and as such, I have always maintained the strictest of quality assurance compliance protocols. My primary supplier ([supplier name]) is a company I have worked with since late 2015. [My company name] has purchased $100,000+ in inventory from them to-date. With all product that I purchase, I thoroughly review and evaluate the product to ensure it is authentic. The particular product in question (ASIN: [XXXXXXXX]) is no different, and was reviewed and determined to be an authentic, OEM [product], prior to being listed for sale.

3. I have checked my Order Defect Rate for this particular ASIN to ensure no similar complaints have been filed. This is the only complaint I have received for this ASIN. As of today, I have had approximately 468 orders and 503 units for this ASIN. This represents an Order Defect Rate of 0.0021%.

What steps will you take to prevent future issues?

In order to prevent future issues such as this, I will continue to adhere to my company’s high standards of quality compliance. I will, as I have in the past, check all products I intend to list for sale for authenticity. I will never work with suppliers that I have not thoroughly vetted. I will also continue to monitor my seller account for further issues.


Ok, so I send that in. An agonizing two weeks pass and I receive another Performance Notification. This one reads this way:


Dear Seller ,

We are currently reviewing your account due to buyer complaints about the item(s) listed at the end of this email. Your listings are still active, but funds will not be transferred to you and will stay in your account while we work with you to address this issue.

Why did I receive this message?
We received buyer complaints about the authenticity of the item(s) below. 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 (https://sellercentral.amazon.com/gp/help/201165970)

Policies and Agreements (https://sellercentral.amazon.com/gp/help/521)

What happens now?
Within the next 24 hours, you will receive a phone call from our Account Health Support team to review these complaints. If an Account Health Support associate is not able to reach you at the time of the phone call, we may temporarily deactivate your Amazon seller account.

We’re here to help
If you want to discuss the status of your account immediately rather than wait for Amazon to call you, you can use this link (https://sellercentral.amazon.com/cu/contact-us/cmn/QUALITY) to speak directly with an Account Health Specialist. The Account Health Support team is available 7 days a week, from 6:00 a.m.-6:00 p.m. Pacific Standard Time.

Do you believe that you have received this message in error?
If you believe the complaints about the condition or description of your items are unjustified or received in error, please explain how you identified this issue and we will investigate your concern (for example, a complaint created by a competing Amazon seller).

You can view your account’s performance at (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/us/app/amazon-Seller/id794141485) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

Complaint type: {INAUTHENTIC}
ASIN: [XXXXXXXX]

Sincerely,
Seller Performance Team
amazon.com
http://www.amazon.com


So when I got this, I thought, wow this is great, I’ll finally get to tell a live person! that someone is fraudulently making counterfeit claims against me. Well, it didn’t quite workout that way. Instead of waiting for an Account Health Specialist to call me, I call them. In the conversation I lay out what I’ve laid out for you all above. I tell them about my suspicions concerning the legitimacy of the feedback, but also agree that I have no way to verify who the Buyer was, or why they would have left the feedback if it wasn’t true.

What happens then is a long conversation with the Specialist to re-work my POA. So I must admit, the angle that the Specialist had me take did not make much sense to me. They wanted me to re-work the POA to read more along the lines of “This buyer had an inauthentic experience with my product, and here’s how I intend to prevent inauthentic experiences in the future.” As opposed to what I thought should be summarized, “I have the proper protocols in place to ensure authenticity, always have, and have never had a complaint until now.”

Either way, they work for Amazon, so what they think will help me get Seller Performance to re-instate my listing, then I’ll go with it. So I re-work the POA, send it to the Specialist for review, they approve, and send to Seller Performance. Here’s how the new POA read:


In this Plan of Action to reinstate our listing for ASIN [XXXXXXX] we intend to fully answer the following three questions:

1. What was the root cause that led to the issue?
2. What actions will you take to resolve the issue?
3. What steps will you take to prevent future issues?

What was the root cause that led to the issue?

The root cause that led to the issue was an inauthentic experience with our product as a result of the following:

· The [product] did not properly [do what the products meant to do].
· The [product] caused [the opposite affect of what it was meant to do].
· The [product] packaging was not as expected.
· The [product did not benefit the customer].
· The [product] did not provide [it’s intended use] as advertised on the listing.

What actions will you take to resolve the issue?

The actions we have already taken are the following:

· We have apologized to the buyer for their inauthentic experience, requested the product be returned to us, and issued a full refund.
· We have held several internal company meetings to determine what led to the inauthentic customer experience.
· We have contacted the product’s manufacturer, [manufacturer], to have our product thoroughly evaluated for authenticity.
· We have contacted our supplier and requested a full audit be conducted on the product to ensure authenticity. We’ve requested a Results Report of the audit be sent to us.
· We have initiated an internal audit on all inventory on-hand to ensure 100% authenticity compliance.
· We have hired a Quality Assurance Coordinator to review the inauthentic experience and recommend courses of action.
· We have hired an additional Customer Experience Coordinator to focus solely on customer experience feedback for ASIN [XXXXXXX].

What steps will you take to prevent future issues?

· We have tasked our Quality Assurance Coordinator to develop and implement additional authenticity protocols to prevent further inauthentic experiences.
· All future inventory purchases will be audited at an individual-unit level to ensure authenticity compliance.
· We have implemented a weekly staff meeting titled “Preventing Inauthentic Experiences”.
· We have tasked our Customer Experience Coordinator to review all submitted customer feedback on a daily basis and produce a week-end report of the results.
· We have scheduled weekly authenticity review teleconferences with our supplier and manufacturer to ensure all proper protocols are being maintained.


So that was sent two days ago and this morning I receive the following Performance Notification:


"Dear Seller,

We received your submission but do not have enough information to reactivate your account at this time.

Please send the following information:
1) Copies of invoices or receipts from your supplier issued in the last 365 days for the following ASINs: [XXXXXXXX]
–These documents should reflect your sales volume during the last 365 days.
–Please include contact information for your supplier, including name, phone number, address, and website. 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.

2) An updated plan of action that explains:
– Greater detail on the issue(s) that you believe caused the complaints about the authenticity of your items.
– Greater detail on the actions you have taken to resolve the issue(s) that caused the complaints about the authenticity of your items.
– Greater detail on the steps you have taken to prevent future complaints about the authenticity of your items.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

How do I send the required information?
Please submit this information by clicking the Appeal button next to this message on the Performance Notifications page in Seller Central (https://sellercentral.amazon.com/gp/customer-experience/perf-notifications.html).

What happens if I do not send the requested information?
If we do not receive the requested information your account may be deactivated.

We’re here to help
You can get help creating your plan in Seller Central Help (https://sellercentral.amazon.com/gp/help/200370560).

You can view your account’s performance at (https://sellercentral.amazon.com/performance/dashboard?ref=ah_em_pq) or select Account Health on the home screen of the Amazon Seller app on your iOS (https://itunes.apple.com/us/app/amazon-Seller/id794141485) or Android (https://play.google.com/store/apps/details?id=com.amazon.sellermobile.android&hl=en) device. The Account Health dashboard shows how well your account is performing against the performance metrics and policies required to sell on Amazon.

Sincerely,
Seller Performance Team
amazon.com
http://www.amazon.com


If you’ve made it this far I really appreciate it. My next thought is to give an Account Health Specialist a call and ask for their advice on what updates I need to make. Of course, though, I would love to here from you all on what you think I might be lacking in my POA, or if any of you have experienced similar issues and how you rectified it.

I await your responses and questions. Thanks :slight_smile:


#2

OEM is NOT ALWAYS authentic to be sold under a brand.

Is [Manufacturer] the same company as OEM Manufacturer?

Example “Jeep door handle” is actually NOT THE SAME AS “Mopar Door Handle” or “OEM Door Handle for Jeep” In Amazon’s world.


#3

Thanks for the quick response!

So yes, OEM, Manufacturer and OEM Manufacturer are all synonymous.

So for instance, in this particular product segment I sell in, home appliance parts, the Manufacturer of the part could be Samsung. They are both the part manufacturer, and the OEM.

And I sell, for instance, only parts made by Samsung themselves.


#4

But is the invoice from Samsung for said part?

(I know we may or may not be talking about Samsung here, but for the ease of the conversation lets say it is)


#5

Ok gotcha, so no. The invoice is from a Samsung part distributor. A wholesaler you could say of Samsung appliance parts.


#6

ok, so this SHOULD still be acceptable.

I see you sent your invoice…

Your first PoA I think was better then your last 2, not perfect, but better

Not to be offensive, but I don’t know that I believe you hired a QAC (nor do I think you need to), and weekly teleconferences with a supplier… ehhh


#7

Ok, so that’s good to know, and what is also frustrating.

I believe my first POA (I developed it prior to talking to an Amazon Account Health Specialist) more accurately depicted this situation and how I intended to remedy it.

However, the Specialist more or less told me none of it was acceptable and that is what resulted in my second POA.

So in terms of the details of my second POA, hiring the QAC, holding teleconferences, etc., I’ve included those types of details because the Specialist told me that was what Seller Performance was looking for. She said they’re looking for actions that a legitimate business would take in light of an inauthentic product complaint.

So that’s how the POA got to where it was.


#8

ok, again, no offense intended, but First rule of Amazon is, Never trust what Amazon reps tell you.

The way I read this (and SP most likely read it) you didn’t actually do these things. This could have been why the POA was rejected (Only SP knows).

What I am saying is… don’t try to tell SP what you think (Or what you are told) SP wants to hear. You have to tell them what you HAVE DONE to make them happy.


#9

Ok, that’s fair.

With those recommendations in mind, do you think I need to revert back to the first POA, but make some tweaks to it? If so, what specifically would you say needs some adjustment?

Thanks again for this dialogue.


#10

I’m going to tag @Oneida_Books and @papyrophilia on this as they are a little better at tweaking PoA’s then I am. I think your 1st appeal is a start, but it needs work.


#11

Much, much appreciated.


#12

Time for some tough love.

Amazon ASKED for …

However that is not what I see you sent. Where is…

1) Copies of invoices or receipts from your supplier issued in the last 365 days for the following ASINs: [XXXXXXXX]

???

Overall very vague in spots and no true root cause yet. You can’t fix what you don’t identify …

JMT’s


#13

@Oneida_Books First off, thanks so much for the time you took to read through this and offer me your suggestions. Onto my responses…

So I read back through my original post and didn’t, but should’ve specified, that I sent along my supplier invoices with each iteration of my Plan of Action that I sent to Seller Performance. So they have the invoices.

In there last communication where they ask me again to send the invoices, I’m not sure if that’s just because it’s part of their generic response template, but I have sent my invoices to them. The invoices have all of the information they requested as well.

Ok, so I added this bullet because it was recommended by the Account Health Specialist. The buyer’s feedback did not mention this, but the Specialist said that if the Buyer believed the product was counterfeit, then they might believe the packaging was not as expected, and thus, could’ve contributed to the root cause.

So in my opinion, this made no sense to add it, but I did at their recommendation.

I totally get it, and agree. I re-wrote this section completely due to the Specialists insistence. My original root cause section read like this:

My listing was deactivated by Amazon as a result of customer feedback I received on 12/17/19. This feedback made the complaint that the [product] they received was counterfeit and further indicated they had verified this claim through the manufacturer, [manufacturer name]. The counterfeit claim is the root cause that has led to the deactivation of my listing.

Is that any better? How would you recommend I tweak it?

Ok, so for each of your comments above, I 100% understand where you’re coming from, the questions you have, and why SP would question them as well. So this is what has been frustrating for me. My first stab at the POA did not include any of this stuff. However, the Amazon Account Health Specialist was steering me in the direction of…

What would a business do if they found some of the products they were selling were counterfeit

The result of that conversation was this updated POA and yes, some questionably vague statements.


My original POA read this way:

1. Upon notification that I received the negative feedback, I immediately (same-day) messaged the Buyer. I sent two separate messages. In summary, the first message addressed the following:

a. Apologized to the buyer for their negative experience
b. Assured them of the authenticity of the product they received
c. Personally (as the business owner) vouched for my product integrity and explained my company’s reliance on quality and authenticity
d. Requested the buyer send me the information they received from [manufacturer]
e. Ensured the buyer a full refund would be received if requested

2. I will continue to utilize the rigorous quality control standards I’ve maintained for my business since its founding.

a. My business relies heavily on authenticity and quality, and as such, I have always maintained the strictest of quality assurance compliance protocols. My primary supplier ([supplier name]) is a company I have worked with since late 2015. [My company name] has purchased $100,000+ in inventory from them to-date. With all product that I purchase, I thoroughly review and evaluate the product to ensure it is authentic. The particular product in question (ASIN: [XXXXXXXX]) is no different, and was reviewed and determined to be an authentic, OEM [product], prior to being listed for sale.

3. I have checked my Order Defect Rate for this particular ASIN to ensure no similar complaints have been filed. This is the only complaint I have received for this ASIN. As of today, I have had approximately 468 orders and 503 units for this ASIN. This represents an Order Defect Rate of 0.0021%.


How does that sound? Should I revert back to this, with some changes?

Understand where you’re coming from on each of these.

So the same thing for this section…my original POA read differently, but I changed it after the Account Health Specialist conversation.

I’m sure it still needs help, but here’s what I had originally written in my POA:

In order to prevent future issues such as this, I will continue to adhere to my company’s high standards of quality compliance. I will, as I have in the past, check all products I intend to list for sale for authenticity. I will never work with suppliers that I have not thoroughly vetted. I will also continue to monitor my seller account for further issues.


So I think my main question I have is if you think I should just scrap my whole second iteration of the POA? If so, and if you have the time, I’d love to hear more of your thoughts.

Again, I really do appreciate all the time you’ve taken thus far. :slight_smile:


#14

Hello @chase_edward,

Cecilia here to assist you.

I apologize for the delayed response. I hope my response is still beneficial towards your business and the community.

I understand you have received authenticity complaints and you are going through the appeal process to reactivate your listing. @Oneida_Books has provided very insightful assistance to you and your plan of action. I would like to add to it by going over some of the points you shared with us.

Regarding invoices, I want to stress that every appeal should include a plan of action and invoices. Even if previously sent, you should continue to include the invoices in every new submission.

You are not identifying a root cause. You are simply stating something we reported to you.

We definitely encourage sellers to review warnings, feedback and return requests to try and gather a better understanding of these complaints, however, even though you are not aware of any other complaints, I point out that you might not have access to the ones that are made directly to us. Therefore, do not limit yourself to the only complaint that you are aware of.

The first section of your appeal should identify what has led buyers to perceive your item as inauthentic. If you have the invoices and you are positive that your products are authentic, why are buyers perceiving you items otherwise? We encourage you to investigate any possible reason that might have contributed to this poor buyer experience.

– Listing: Is the detail page accurately describing the item? Has something changed in the detail page lately that might have the buyer to expect a different product?
– Quality: Are the items being inspected when received from your supplier? Are the items being inspected before being shipped to the buyers? Is the quality inspection process ensuring the items are in the exact same condition as expected from buyers?
– Packaging: Could the product have been damaged in transit, harming its functionality? Are you packaging your products enough to maintain its condition during handling and transit? Are you securing all parts to avoid any defects during transit?
– Sourcing: You mentioned you use a distributor. How do you check the supply chain to make sure your distributor is sourcing from reliable sources? Do you request any authentication or documentation to complete your process?

As @Oneida_Books mentioned, if you don’t identify what led buyers to perceive your item as inauthentic, you won’t be able to properly prevent new complaints.

In your immediate actions I see that you contacted the buyer to clarify and address the situation. Within your business, did you do anything else? For your remaining inventory of this product, did you conduct any inspection to ensure that they are in the correct condition? Did you check the detail page to see if it is accurately describing the item?

Your preventive steps should not include the practices you already have. It should go over the process improvements that you will implement in order to address the root causes you identified. We encourage you to connect each root cause identified to a preventive step. Providing a detailed description of your processes, how they will be improved and how they will address the main root causes are key to successfully preventing future complaints.

The forums community and I are here to support you. Please let us know how we can help you from this point forward.

CC


#15

Did they reactivate your account?
It will be useful to share your appeal with us


#16

Did they reactivate it?


#17

Yes they did. Message me if you’d like some details.


#18

hi, my name is Ava and I am in the same boat as you were. I have to submit another appeal elaborating on the preventative part of the plan of action. Also, I submitted receipts from a retailer but was not accepted. They want an invoice which is difficult, since I bought the item from a distributor and not directly from the brand manager. Any advice would be greatly appreciated. I am have been deactivated for 2 months.

Thanks,
Ava
ABC TEACH


#19

Can you please share your experience it might benefit to other people? i am going through the same issue
Thanks


#20

Hi Ava!

I 100% understand how frustrating this situation is, so hopefully this helps some. Here’s word for word (with some info redacted) the Plan of Action Amazon accepted from me:

I have attached Invoices 1356, 1370, 1384, 1420, 1479 and 1488 from my supplier, XXXX. These six invoices account for all purchased product for ASIN XXXX, as well as other purchased product sold through my Amazon Seller account in the last 365 days.

In this Plan of Action to reinstate my listing for ASIN XXXX, I intend to fully answer the following three questions:

1. What was the root cause that led to the issue?
2. What actions will you take to resolve the issue?
3. What steps will you take to prevent future issues?

What was the root cause that led to the issue?

  • The root cause that led to the issue was a Product Authenticity Customer Complaint for ASIN XXXX and a violation of Amazon’s policies for “Categories and products requiring approval” as it relates to selling XXXX and XXXX brands.
  • A thorough enough process for proving authenticity of my products was not in place.
  • I did not obtain approval from Amazon to sell XXXX and XXXX-branded XXXX products; I mistakenly assumed my approved selling application #6619069181 to sell in Sub-category: XXXX, allowed me to sell ASIN XXXX, as well as XXXX and XXXX branded XXXX products.
  • I take full responsibility for this policy violation.

What actions will you take to resolve the issue?

  • I have apologized to the buyer for their inauthentic experience with ASIN XXXX, requested the product be returned to me, and issued a full refund.
  • I contacted my supplier and requested a full audit be conducted on the product to ensure authenticity;
  • Results: My supplier contacted their source and confirmed that the product was purchased from the manufacturer, XXXX. My supplier verbally confirmed these details with me, as they could not give me their supplier’s contact information or invoice, due to these details being proprietary to my supplier’s business.
  • I have initiated an internal audit on all inventory on-hand to determine which supplier(s) inventory was purchased from;
  • Results: All remaining inventory of ASIN XXXX (currently at Amazon fulfillment centers; ~275 units) was purchased from the supplier indicated in the attached Invoices (XXXX).
  • I have Deleted all listings for XXXX and XXXX-branded products from my inventory, excluding ASIN XXXX, as I still have remaining inventory
  • Upon account re-instatement, I will request a Removal Order for all remaining inventory of ASIN XXXX. Once I receive the inventory, I will return it to my supplier.

What steps will you take to prevent future issues?

  • Prior to listing future inventory for sale on Amazon, I will put in place the following process to guarantee authenticity of purchased product:
  • Ensure my current supplier and any future suppliers are authorized distributors by obtaining their Manufacturer Authorization Letter;
  • This will guarantee that purchased product was sourced from the Manufacturer by a supplier who is authorized to sell the product.
  • Manually inspect product after purchase by examining the product itself and its packaging to ensure authenticity.
  • Test product to certify it works as advertised.
  • I will not list any products for sale for a brand I have not been approved by Amazon to sell, by ensuring brand restrictions do not exist prior to listing a product for sale.
  • I will always adhere to Amazon’s policies on “ Categories and products requiring approval ” by following the proper application approval process to cell certain brands, as described under Amazon policy titled “ Other approval requirements ”.
  • I will frequently re-visit and review Amazon’s policies on product approval requirements to ensure I am aware of any Amazon policy updates that might affect brand restrictions.