Alright hoping one of you more experienced sellers can help me out with this one. I have a product (407 units) that we received an authenticity complaint against and was blocked due to it. We tried appealing with Amazon but keep getting a generic message saying they cant verify our supplier. Our supplier says other buyers have sold the same item with no issues. We have tried resubmitting the appeal, calling in, but no luck.

Here are the two different appeals we submitted, along with the responses we get from Amazon and their original notification. If anyone has been thru something similar and can provide any feedback/advice, that would be greatly appreciated.

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Appeal 1:
Subject: Appeal Letter - (ASIN)

To whom it may concern,

While we are surprised to hear a complaint regarding the authenticity of one of our products, we appreciate the chance to appeal this case and provide the supporting documentation that we believe will clear this case.
First of all we want to make sure you know that our company strives for quality. In addition, respect to our customers is the foremost important value that we carry. To ensure the previous statement is true, we have worked diligently to partner with the most reputable suppliers that carry respectable brands and sell them brand new. This specific ASIN being contested (xxx) was no different. We purchased this product from one of our best suppliers (see invoice attached), the same supplier that provided us with Nintendo video games, Xbox accessories and now the (item x). In talking to our supplier in regards to this issue, they were as surprised as we were to hear such a report.

So with that said, here is our action plan:

1. What is the issue that caused the complaints.
   We believe the issue was caused by perceived bias from the buyer due to the fact that this particular listing is advertised as being sold in ‘bulk’ packaging. As you know, bulk packaged items do not contain the original box that the item was once sold in, and that may lead to inadvertent buyers to be skeptical upon receipt of the product, despite the listing clearly indicating that that to be the case. Based on the ASIN and the customer complaint, we believe once the buyer received the product and it did not find the original packaging on it, it led to the misconception of in-authenticity that drove the complaint.

2. Steps you have taken to resolve the issue and ensure similar complaints won’t happen again.
   Despite our full confidence that this product is brand new and does not violate any authenticity rules, we have decided to not purchase any items that are shipped in bulk packaging. While this might lead us to miss on great opportunities we want to avoid possible perceptions of product in-authenticity such as this one because the item is not shipped in its original case.

3. Any additional details you would like us to know
   We have attached our invoice showing the 100% brand new never used 500 units that we purchased.

We appreciate the opportunity to appeal to this case as we rest assured that our goods are new and compliant with all Amazon FBA policies.
If you have any questions or concerns please do not hesitate to contact us.

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Appeal 2: (The short and dumbed-down version)
Subject: Appeal Request

Good morning, we would like to appeal the product authenticity complaint that we received in regards to ASIN (xxx). Attached is the invoice from the reputable distributor that we sourced the product from and we are 100% sure that it is legitimate.

See the distributor information below along with the invoice for the product that also contains the distributor information:

(Supplier Information)

Please reach out during normal business hours on pacific standard time as they are located in California to verify the business if needed.

Thank you

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Both appeal emails were answered with the following message:

"We received your submission but do not have enough information to reactivate your listings at this time. We cannot accept this invoice because we are unable to verify the supplier.

What happens now?
Your listings for the below item(s) will remain inactive. If we receive more complaints about your listings, we may deactivate your Amazon seller account."

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The original amazon complaint was the following:

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