Transparency Serial Number discrepency - Violation - Product Authenticity Complaints
Hi all, I am looking for some assistance with a violation we received in connection to Transparency Serial Numbers.
We added a Dell manufacture product (We are an authorized reseller) to our Amazon inventory and we were instructed that this ASIN was enrolled in the transparency serial number program and that we had to give examples of QTY 5 serial numbers in order for the application to be approved along with agreeing to upload the serial number(s) when selling FBM - The serial numbers we gave were of course on the side of the box of the physical product we had and were 1D serial numbers (There was NO transparency labeled serial numbers on the box) however all 5 were accepted by a green check mark when we entered them for authentication.
We shipped 1 unit FBA and today after it being received at Amazon we have been sent a violation stating that "inventory is not appropriately labeled with Transparency codes or Transparency enabled serial numbers."
My confusion is as follows:
When creating the ASIN the steps clearly said "If you cannot find a 2D barcode with a "T" logo, look for a serial number barcode that is between 7-20 characters long. the serial number can be a 1D or 2D code" - The 1D barcode was the one we sent to Amazon and has triggered the violation. The items come directly from Dell and so were we not supposed to ship a 1D style serial number to FBA?
In order to clear the "Product Authenticity Complaint" violation I have 2 options:
1. I understand the policy and acknowledge the violation. - If I select this I then have 5 check boxes that I have to check off to acknowledge the violation, One of those reads "I acknowledge that any Fulfillment by Amazon inventory associated with this ASIN will remain withheld up to 90 days and may be disposed" which of course I am far from happy about and you are of course admitting in theory you are trying to sell non genuine manufacture product (Which is not the case)
or
2. I understand the policy and have evidence or documentation to submit for review to confirm my compliance with the policy. - If I select this one it is very alarming to say the least! :
"If you believe your account has been deactivated in error, please provide an explanation. Your explanation should include the following:
An explanation of why the deactivation should be reversed.
Supporting evidence for the explanation above, including but not limited to invoices, receipts, orders, or emails."
It is alarming because our account has not been deactivated! - we of course have invoices from Dell for the product that we can submit but I am concerned in completing option 2 (based on IF 1D barcodes are not actually accepted then it would be classed as non supporting evidence and they deactivate our account)
Anyone at Amazon that may read this, I would be grateful for advice - the email we received is below:
We removed some of your listings because your inventory is not appropriately labeled with Transparency codes or Transparency enabled serial numbers. The items we removed are at the bottom of this message. You may not currently list these items and your inventory is currently ineligible for removal. We leveraged a combination of automated means and expert human review to make this decision.
Why is this happening?
You have not sent us the information we requested to confirm the authenticity of your inventory. The items listed at the end of this email are part of the Amazon Transparency program and you have inventory that is not appropriately labeled with Transparency codes or Transparency enabled serial numbers. Transparency is an item-level tracing service that helps protect customers from counterfeit products. The sale of counterfeit products on Amazon is strictly prohibited
The Transparency code or Transparency enabled serial number is a 1D, or 2D barcode which is affixed to the outer packaging of each individual unit of the product. These codes can be available in 5 formats. The two most common are:
• A 26 digit, alpha-numeric identifier beginning with AZ or ZA.
• A Serialized Global Trade Item Number or SGTIN total length is 38 characters. These two codes will have a "T" logo.
If you cannot find a code with a "T" logo, look for a serial number code that is between 7-20 characters long. The serial number can be a 1D, 2D or QR code and will likely include the pre-fix "SN." The serial number code will be applied to the same side of the packaging as the GTIN (UPC, EAN, or ISBN) barcode.
How do I list these items and/or remove my inventory?
In order to become eligible to list these items and remove your inventory from the Amazon Fulfillment Centers, you need to provide copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed at the end of this email.
• These documents should reflect your sales volume during the last 365 days.
• Include the contact information for your supplier, including name, phone number, address, and website. We will maintain the confidentiality of your supplier contact information
• You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASINs under review.
You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.
How do I submit the required information?
To send us the required information, please visit your Account Health page in Seller Central and click on the appeal link next to the impacted ASIN:
0 replies
Seller_LVZcgxAgZ2xBv
Just to confirm: You are authorized by Dell to sell on Amazon? You have a signed LOA to that effect?
If so, reach out to your brand contact at Dell and let them know that the inventory you purchased from Dell does not have the required Transparency stickers. Ask for clarity on how this happened and what steps need to be taken to ensure that future purchases have the proper Transparency stickers. You can then include that in the documentation requested by Amazon.
If you do not have an LOA, and your authorization is a retail receipt or invoice from an online wholesaler, you may have a bigger problem as an enrolled ASIN without a Transparency sticker could indicate product outside of Dell's approved supply chain - old inventory, stolen goods, product intended for international markets, defective or distressed inventory, or other grey market situations which the Transparency program is designed to restrict.
Seller_4mtlGtoHN5tIN
There were many threads regarding issues with Dell Transparency codes with other authorized resellers having the same issues, not sure if they have been deleted but worth searching. The Transparency program in general is very broken and the overseas morons that are in control of the oversight have no clue what they are doing which is causing most of the issues. Almost every reseller who is not the brand owner or manufacturer will ultimately be removed from those listings due to the program being poorly managed with many discrepancies.
Another good example of this failed project is Microsoft Xbox products, all the sellers are now gone in most of these listings including ourselves. All you see is Amazon and a select few very old Amazon distributors who have a direct line to an Amazon account manager.
Transparency program is just yet another way of kicking 3P resellers off Amazon.
Roxy_Amazon
Hello @Seller_iCtRMamDELEa2,
I appreciate you bringing this challenging situation to our attention. We understand how concerning this Transparency violation must be for you.
We recognize the confusion this has caused, especially given that the system initially accepted the 1D serial numbers you provided. It's understandable that you're feeling alarmed by the violation notice and the options presented for resolution.
To help you navigate this process, we're going to focus on the most important steps:
- Dell Invoices: Please provide recent invoices (within the last 365 days) that clearly show the ASIN in question. These serve as proof of your legitimate sourcing.
- Letter of Authorization (LOA) from Dell: This current document confirms your status as an authorized reseller and is vital for verifying your authenticity.
When submitting these documents, choose the second option: "I understand the policy and have evidence or documentation to submit for review."
The seller community and our team are here to support you every step of the way. If you need any clarification or assistance, please don't hesitate to ask. Thank you for reaching out to us here on the forums and we're committed to helping you resolve this issue and get back to business as usual.
Best,
-Roxy
