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Product Authenticity Customer Complaint Process
There has to be a better process for these Product Authenticity Complaints. Because a customer merely states that an item is counterfeit in a message to trigger a product authenticity complaint that we now have to provide over 80 invoices to satisfy 365 days worth of sales is ridiculous! I reached out to support for help and they were no help.
To make matters worse, because we have had a few complaints in the past (we provided proof and were allowed to continue to sell) Support kept bringing up that we had prior offenses. If we had shown proof in the past and were allowed to sell, why is this being brought up again? Why is that being held against us? It's like being accused of stealing something, you show proof that you paid for it and now your are labeled a thief from here on out.
I understand why they have the policy, but there needs to be a better way of handling complaints. I think every complaint needs to be vetted first to find out if it is a legitimate complaint or just confusion by the buyer. If a buyer has issues, there needs to be time for the seller and buyer to work it out.
In my case, the buyer sent a message stating it was counterfeit and then immediately followed up with another message stating they believed they received the wrong color item and wanted to exchange it. But it still triggered the complaint and I have to spend all day satisfying the appeal process. There needs to be a better way. 365 days worth of invoices is not reasonable. Maybe it should start with 30/60/90 days worth of sales, and if after review it doesn't satisfy then request the full 365 days.
6 replies
Seller_OvL8C4BJWiuS9
The rules are constantly changing, which includes verification processes. I do not disagree it can be fixed, but this is what you got and it's what you have to do.
April_Amazon
Hello @Seller_5WnJwxlpJ0pFN,
I definitely hear your frustration and understand your concern. I would like to be able to offer guidance, but I believe you do understand the current process.
If you would like me to investigate anything for you, please provide an ASIN, Case ID or Performance Notification. With that information and help from an internal team, I have more ability to review your specifics.
I'm pretty sure you may have already reviewed the help information, but I will include it here as it may benefit others:
Product Quality and Authenticity Policy compliance and Respond to a Product Quality and Authenticity performance notification
Product Authenticity and Quality help (PDF)
Amazon may have modified a process since the last time you addressed this issue. It may even be easier to resolve. I hope this is the case, but please reach out if I can help in any way.
I look forward to your response. Thank you for reaching out on the forums.
April
Seller_lJFhayUocbptE
I have been the victim of the same type of complaint. I have resubmitted 5 times the same documents (order confirmation, invoice, shipping invoice, bank statement, delivery confirmation, supplier info, . Now the team is rejecting my invoice due to the format and font. I simply cannot ask my supplier to change of invoicing software or app for ONE ASIN. As of today, I am fighting tooth and nails to have this ASIN reinstated. The buyer still hasn't returned the product yet.
Seller_8YWTd7Q9BjxN4
have a same issue here. I already tried my best to show any possible information but amazon keep rejecting without provide a details information aside from saying i do not provide enough information. It doesn't make any sense and I hope it was done pretty soon. To be added, it is about a nutri grain product from kellogg which I have a very low sales volume compared to the other product I listed on my account. Please help if any one have any ideas to expedite the removal of the deactivation. Thank you.
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