I received four customer complaints about Product Condition / Defective item, and somehow these complaints triggered an Authenticity violation?
It’s become clear that there is a systemic issue within Amazon’s algorithm that is misclassifying customer comments and wrongly flagging them as "authenticity" violations, which is putting my (and many other sellers') account health and business at risk. This error stems from the algorithm’s inability to recognize the context of customer feedback, which in my case has triggered authenticity violations that have nothing to do with authenticity.
The customers who made these complaints did not question the authenticity of the items—they were primarily commenting on product condition. Yet, due to a misinterpretation by the algorithm, these complaints have been flagged as authenticity issues, which is simply incorrect.
I’m asking for a human review of these cases to correct the error. Reclassifying these complaints as product condition issues will not only resolve the immediate problem for me but will also benefit Amazon by making policy enforcement and violation metrics more accurate. This reduces unnecessary escalations, benefits sellers like myself, and aligns with Amazon’s interest in maintaining precise and fair metrics.
Regardless of having the correct invoices, supply chain documentation, LOA, etc. -- which I have provided, and have been rejected for -- It is in Amazon’s best interest to ensure this systemic error is corrected, as it places undue burden on sellers and overwhelms seller support teams with avoidable escalations. I urge you to escalate this issue for review and correction.
Case ID References: 16099701901 , 16078045491 , 16062078411 , 15892519101 , 15892279401
screenshots of the complaints in question:
@KJ_Amazon@Roxy_Amazon@Jim_Amazon@Emet_Amazon@Jameson_Amazon@Micah_Amazon@Steve_Amazon@CR_Amazon@Glenn_Amazon@Michelle_Amazon
3 replies
Seller_5PNZGyo7zDcVr
@Manny_Amazon@SEAmod@Quincy_Amazon@April_Amazon@Troy_Amazon@LeviDylan_Amazon@Steve_Amazon
Emet_Amazon
Hello @Seller_5PNZGyo7zDcVr,
Thank you for reaching out surrounding your concerns of authenticity.
This would be accurately described as both a potentially wrong items but also raises a very serious concern with authenticity as noted from the feedback you show in your screenshots "wrong item, opened to check if wrong box but entire order was not the brand nor model of what I ordered.". As noted the customer did not receive the brand or model which will raise concerns of the authenticity of the related products being shipped or if they are related to the listed brands. This logic follows the feedback as well surrounding incorrect branded chargers, not original battery, and wrong charger. These can all be seen as a concern of authenticity more so surrounding the brands listed.
B000ENPDHI
Nothing has been provided, our review teams have not received any documentation on this ASIN.
B000N44XNI
This ASIN is currently pending review, You will need to follow up on your related case and appeal path to confirm decision.
B00328HR80
The documentation provided for this ASIN does not meet our date range requirements for being within the last 365-days as listed in our responsible sourcing requirements.
B0041KH8VY
I have no information on this aside from our review teams not being able to accept the document provided. No clarification is provided or offers but it does not meet our requirements. You can check out our invoice requirements page as it does have some guidance on common rejection reasons.
At this time, these situation do not meet any requirements for additional review at this time. I would work through the normal appeal paths provided in the account health page to properly dispute these with the requested documentation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
