Hello Amazon MODs,

I am having an issue with getting a supplier invoice accepted by Amazon Invoice Validation Team / Seller Performance.

We have worked with the same supplier for many years and have provided their invoices to Amazon for various reasons on multiple prior occasions. Recently the supplier completed a rebranding: they updated their website design, logo, and the header on their invoice to reflect the changes.

Last week we received an inauthentic complaint from a customer. We submitted an invoice as we have in the past, but this time it was not accepted. I regularly read seller forums. Frankly, I anticipated the possibility that this was going to happen.

We have a great long-standing relationship with our supplier. They informed us that they were contacted by Amazon Invoice Validation Team via email and were asked to verify the invoice, which they did promptly. Despite that, Amazon has not reinstated the ASIN or removed the complaint. Invoice Validation Team is now requesting additional documentation like bill of lading, tracking and etc. It was a small order shipped in a parcel via standard shipping carrier (probably UPS or USPS) nearly a year ago; we do not have a bill of lading and the tracking number has likely expired.

We asked the supplier to respond to Amazon again and attach the original invoice so that Amazon agents can see that the invoice matches the copy we submitted. To date the ASIN remains removed and the complaint remains on our account, which jeopardizes our entire account. I am aware that Amazon takes authenticity complaints seriously and I would like to have this resolved ASAP.

Hypothetically speaking, even if I wanted to create a fake invoice based on genuine invoices that I previously submitted from this company - why in the world would I change the format of the invoice, create new logo and update that logo on the invoice as well? It makes zero sense.

The supplier confirmed that this is a valid and genuine invoice and even submitted the original invoice to Amazon for verification. It is difficult to imagine stronger evidence.

Could a MOD please step-in and escalate this matter? The case # appears to be 20029441051 based on the email our supplier received from Amazon. Your assistance would be greatly appreciated.

Thank you.