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have received Product Authenticity Policy Violations -- but the Customer Complaints that triggered these violations received an incorrect product by FBA
I received a customer complaint the about Product performance. However, the customer also stated that the product was "in French" in their complaint.
Please note we do not sell in products in French packaging.
We have created a case with the FBA team to confirm that the product packaging was in English. We received a response from the FBA team with Case ID: 16028818821 where they have confirmed:
"We understand you are requesting an image of the ASIN to confirm if the product packaging was in English."As per the investigation of our concerned team the product packaging was in English. "
Therefore, the customer that made the complaint received an incorrect product.This was an error caused by FBA and somehow this complaint triggered an Authenticity violatioN
Whomever read the complaints incorrectly identified them as authenticity complaints for the product which we sell
All I ask is that a human reviews this case and does what is right under Amazon policy.
Reference
Case ID: 16028818821
3 replies
Seller_Hq8lNgWrgS9Ci
@Atlas_Amazon
@Jurgen_Amazon
@Ricardo_Amazon
@Sunnie_Amazon
@Joey_Amazon
@KJ_Amazon
@Dominic_Amazon
@Emet_Amazon
@TaylorR_Amazon
@CR_Amazon
@LeviDylan_Amazon
@Nikki_Amazon
@Connor_Amazon
Seller_iobipI6xASRkh
Was this a return "voice of the customer" complaint?
We have been dealing with a scam buyer for over a year. He keeps getting (finally) shut down and just opens a new account and does it again. In doing this, he switches out our items for plastic knock-offs and does a return for a full credit.
We have had SO many triggers for product issues because of his excessive returns on the same product repeatedly, then other customers getting his product as if it was ours from Amazon not checking in returns properly.
I log everything in a spreadsheet and was told per Account Health to accept the violation to make it go away, meaning yes I looked into this everything is correct on our end. If it happens again, then we have grounds to escalate the issue. With the log of all issues, I am able to pursue the cause once it escalates. (To be fair, only the forum mods have been able to do anything about his abusive buying)
Hopefully, with you, just going through the violation and accepting it, with confirmation it was not from you, will just remove it and be done.
JiAlex_Amazon
Hello @Seller_Hq8lNgWrgS9Ci!
Following up on this thread, I see that you are contacting because your product got performance notification based on a review. Can you please confirm if you are still experiencing the issue? I reviewed your account and I can see that case ending 8821, its been resolved, also based on the last performance notification, no further action is required from you at this time related to ASIN ending F9S0.
Please let me know in case you still need support with this.
Kind regards,
-JiAlex
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