Read my comments in bold face.
Two root causes of the issue:
Forged or manipulated documents
I submitted two invoices from xx Distributors for brand approval in January 2019, they look very different from each other. First document (pro forma invoice) submitted on 2Jan, 2019 and 4Jan, 2019 was rejected. Second document (invoice) submitted on 17Jan, 2019 was approved. Amazon flagged the pro forma document is forged.
I take the blame of submitting a pro forma invoice to Amazon prior payment. After the pro forma invoice being rejected, I was advised that a pro forma invoice is NOT a formal invoice. Moving on, I decided to buy small quantity, i.e. 12 units of B000PIPVT2, from xx Distributors trying to get Crest brand approval, along with other products I am allowed to sell. The invoice I later submitted, after payment, did work to get me ungated in the Crest brand. I learn that only the invoice after payment can be classified as a legitimate and formal invoice to be accepted by Amazon.
Product inauthenticity complaint
My packaging of the ASIN B00KVP76G0 is different from the listing page, it is in bulk package instead of box package shown on Amazon. Customers are dissatisfied to see the product coming in unexpected packaging and doubted the product is used and/or inauthentic.
This is a huge problem. Read the condition guidelines for video games.
I take the blame of not verifying the packaging of the products to make sure it matches all the descriptions and photos on the listing page, before sending to FBA. I failed to upload descriptions and photos reflecting the accurate packaging of the product. I understand the disappointment of customers when the order does not arrive as expected, especially for a Sony controller during holiday season which is very likely to be a gift to their loved ones, and I feel deeply sorry for my mistake. I learn that selling an accurately described product is the highest respect to customers.
Too much irrelevant stuff here. The last few sentences need to go.
The actions we have taken to resolve the issue:
On forged or manipulated documents, I communicated with xx Distributors Inc. to understand the difference between pro forma invoice and invoice. Amazon will only accept formal invoice that I receive from supplier after payment, not any documents I receive prior payment. I come to realize the serious outcome of confusing pro forma invoice and invoice, which could lead to forged or manipulated documents claims.
This is nonsense. You submitted a pro-forma invoice instead of an actual invoice. You understand Amazon only accepts invoices and will submit these in the future. Dispute that it was forged.
I have xx Distributors Inc., written a letter to prove both pro forma invoice and invoice were generated and provided by them, please see attached. I confirmed that I sent in both documents, pro forma invoice and invoice, 100% unaltered on my end.
Contact information of xx supplier for further investigation, available from Mon-Fri 8am-5pm EST for phone calls:
On product inauthenticity, I recalled all the units of the ASIN to double check the both packaging and quality. I took down the listing of the ASIN B00KVP76G0 and will NOT RELIST it. I confirmed with supplier xx that these units are sourced from legitimate manufacturers.
Different than being allowed to sell them on Amazon.
Contact information of xx supplier for further investigation, available from Mon-Fri 9am-6pm PDT for phone calls:
The proactive steps we have taken to prevent the issue going forward:
Never submit pro forma invoice, or any documents prior payment, to Amazon to obtain brands/ category approvals again. Communicate effectively with suppliers once we find any discrepancy on the invoice. I say no to any possible forged or manipulated documents. I stop working with the supplier if they cannot provide a legitimate invoice, which means they are not a legitimate supplier, in that sense.
No more listing and selling ASIN B00KVP76G0 in the future. I say no to suppliers selling possible inauthentic products, or products that fail to meet customers’ expectations. I ensure and honor customer satisfaction.
Recall all the inventory to confirm the authenticity and quality of the products. I will only send back products which are 100% authentic, and matches 100% the product description and photos. Any unsure units will be disposed, at my own expenses.
Vet new and legitimate suppliers/ manufacturers. I understand the current suppliers I am working do not meet Amazon standards, I commit fully to search for other suppliers/ manufacturers who are authorized and legitimate. In order to be a successful seller, I only work with 100% reputable and authorized suppliers, to make sure I meet Amazon requirements and customers’ expectations, hopefully beyond.
Again, I take full responsibility for my mistakes. I greatly value the privilege to sell on Amazon and I am 100% committed to ensure each Amazon customer receives best buying experience. During the 2 months of account suspension, we reflected fully on the idea of “obsessive compulsive focus on the customer”, as Jeff always emphasizes. I will come back to business prioritizing customers’ satisfaction and happiness, I respectfully ask to reactive my Amazon selling account.