Two days ago, a customer contacted me stating they had not received their order. After reviewing the tracking information, I found a proof of delivery indicating the item was delivered to the customer's doorman. However, the customer claimed that this was not their building and that they do not have a doorman. I promptly issued a full refund.

Up to this point, everything was handled appropriately.

The following day, the same customer—who previously stated the item never arrived and was fully refunded—filed a claim questioning the authenticity of the product.

If the customer did receive the item, I request a full refund of the amount I refunded to them. On the other hand, if they didn’t receive the item but are still filing a complaint about the authenticity of the product, I ask that my account health be restored.

ORDER ID: 701-6956870-0313038

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.

Hello,

I'm posting here as a last resort, as I'm out of ideas on how to resolve this issue.

I've spoken to my account representative on this issue & followed the advise given. When submitting an appeal for this product it states to provide an Invoice OR Receipt/s.

For this product we have receipts that total roughly 2000 units for the past 365 days. This is our #1 seller and this month we got hit with a product authenticity complaint.

I have attached all receipts, highlighted the receipts with the store, address & contact number. I've also highlighted the last 4 digits used for the business card & included a picture of my card with the company name that matches on my sellers account.

I've spoken with the store manager and they said if Amazon did happen to call to verify authenticity & receipts they would be able to if given the phone number attached to the account.

I've done all this & have hit a wall in terms of appealing this complaint. This is what was advised by our rep due to the fact receipts typically lack actual information the Appeal Team look for.