Product Authenticity Complaint
A customer made an product authenticity complaint regarding a product I sold her as a result, 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
My account is in jeapardy of being suspended and I really need help with my response to the seller performance team.
Any advice would be greatly appreciated.
Seller_olet7eVOHxQZd
What help do you need? You will need a POA (post it on the forum first) and invoices.
Seller_olet7eVOHxQZd
The are only asking for the 2 things. Supply them. No POA needed at this point.
Be sure the invoices have your name and addy exactly as Amazon knows it.
Pax_Amazon_old
Hello @Otapot,
Pax here to assist you with your
There is a proven format that we recommend you follow for ease of composition and review:
- What is the root cause of why you received complaints regarding the authenticity of your products?
- What were your immediate actions to resolve the complaints?
- What preventative measures can you implement to avoid those complaints in the future?
When it comes to your root cause, you want to begin by thinking about the product received by the buyer. Could the product have been damaged, dirty, missing important logos? Was the packaging damaged in anyway? How do you source your products? How can you be sure your supplier is reliable and supplying you with authentic products? Do you have a quality control process where you inspect a sample product? What are some indicators you look for to ensure the items are authentic? What do you think the source of this complaint is?
Your immediate actions to resolve can focus on whether you had an interaction with the buyer. Did you refund the item or replace it? Did you communicate with the buyer? Did you go through your inventory and inspect them? Did you contact your supplier?
Preventative measures need to address the concerns in the root cause, but should also address other possible areas of concern. Essentially, your preventative steps should be more encompassing than the issue at hand. How frequently do you inspect samples from each product? How can you improve your sourcing, packaging, and storage? How can you reassure the buyer the items are authentic? Are there seals on the packaging? What are some specific things you look for when inspecting the items? What about your product detail page, does it accurately describe and reflect the product?
These are just a few things to keep in mind when writing your plan, and perhaps ideas where you can improve your business. In order to
you need to focus on detailing your sourcing methods; how you ensured the supplier is an authorized supplier. A combination of a strong plan of action with invoices is your best chance at resolving the issue on your account. Your plan does not have to be long at all, but it should contain enough detail to explain each section of the plan.
I hope this helps provide you with a direction to begin writing your appeal.
Best,
Pax
