A buyer made a false authenticity complaint in an attempt to avoid paying return shipping/restocking fees on an item which they used.

To address the accused listing violation in our Account Health page, we provided 365 days worth of invoices as well as our dealer authorization letter directly from the brand owner. Each time, we receive the same response asking us to provide either invoices or a letter of authorization from the brand owner—both of which have already been submitted.

We confirmed with the brand owner and our suppliers that Amazon has not contacted them to verify the authenticity of the documents we submitted. It appears that the documentation we provided has not been properly reviewed, comprehended, or verified.

We have confirmed that our invoices are in full compliance, containing at minimum the following information:

-Documents dated prior to the Policy Warning notification or enforcement.

-Documents reflect our sales volume during the last 365 days.

-Includes our name and address.

-Includes business details for the supplier, including the business name, business phone number, business address, and website.

We have fully complied with all requirements, and this unresolved issue is impacting our ability to manage our listings. I kindly ask for this case to be escalated to a team member who can review our submission thoroughly, verify the information with the brand owner if needed, and resolve the violation.

@Rose_Amazon @KJ_Amazon @Danny_Amazon @Sandy_Amazon @Tiff_Amazon @Blake_Amazon @Roberto_Amazon @Quincy_Amazon @Emet_Amazon

Your assistance is greatly appreciated. Thank you in advance.

Case ID: 17514218351

ASIN: B079D6TNN6

SKU: JM-AMKF-J368