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Product Authenticity Complaints - Documentation Not Being Approved
Hi Team,
We have had an increased number of Product Authenticity Complaints over the last few weeks.
We are not quite sure what is causing these complaints, but we only purchase from authorized distributors so providing documentation has not been an issue for us.
However, our documentation keeps being disregarded and we cannot seem to figure out where the disconnect is.
When we upload our information - We send invoices, we send a breakdown sheet showing our sales of that particular item, we send an invoice breakdown explaining the invoice and an LOA if it is available.
These get disregarded, and when we call the health account assurance they can't seem to figure out what the issue is with our invoices.
Can we get some help from a team member, or seller that knows what we are missing?
Anything helps!
16 replies
Seller_OvL8C4BJWiuS9
Most likely the invoices cannot be verified as legit distributors. Where do you source from?
Seller_NbYSGJ8Tehgbv
I looked over your account as well as the items you have for sale. Everything looks normal to me.
Have you tried pretending you are a warehouse worker and writing "received" on the invoice and sending them a scanned copy? They argue that PDF invoices do not necessarily mean that you received an item.
Seller_kIukTwdhvntAp
"we only purchase from authorized distributors so providing documentation has not been an issue for us."
First step -- have you verified with the BRAND that your source really is an authorized wholesaler? There are hundreds of gray market sources that CLAIM they are but are not.
Then, more and more, Amazon is requiring two steps -- the first is an invoice from the authorized wholesaler and the second is an LOA from the brand.
In many cases not having the LOA is the fatal flaw.
Seller_BwhuAKHyZROZM
@Topher_Amazon Do we know what could be going on here?
Atlas_Amazon
Hello @Seller_BwhuAKHyZROZM
We have had an increased number of Product Authenticity Complaints over the last few weeks.
Thank you for referring to the forums for the recent authenticity concerns that have impacted your account. I know this can cause frustration as the restrictions prevent your ability to move forward with your listings. I do want to provide support, but will require some clarification to do so.
From the details in the thread, you mention being very cautious with the supply chain that you have set up. What type of sourcing set up do you have for the specific ASINs our team has cited as the concern? Do you also have authorization documents that explicitly state you can list the products on the platform?
We encourage you to provide what documentation you have for this product, and refer back here with the messaging you receive in response. Please be aware that if our team is unable to validate your information or you do not have the requested documents, we will not be able to guarantee a resolution for your situation.
We do ask that you continue to refer to this thread with any new updates that you may receive on this situation so we may continue to provide support.
Best,
Atlas
Seller_BwhuAKHyZROZM
Thank you for getting back to me.
To be clear, this information that we provided is flat out verifiable. As we said previously we supplied everything that is required and even went above and beyond and cases these are still getting dismissed. I believe that whoever or whatever system is reviewing our cases is either being purposefully negligent or sabotaging our efforts.
Amazon themselves purchases the same products from the same suppliers that we source from and it is impossible that they could not verify this supplier.
I did attempt to utilize your provided details to further review the situation, but our access is very limited with this information. We did communicate with another team that did confirm seeing several pending reviews on the account, but we were unable to acquire any additional details. We would encourage you to provide what you have for review to our team, but as previously mentioned, we cannot guarantee a resolution if they remain unable to verify your details.
If you receive any new messaging or updates you would like to share, please refer back to this thread for continued support.
Best,
Thiss is starting to feel like we are being abused by the system we work non stop to support. We need some sort of recourse as just the stress this causes is beyond comprehension. We provided everything we have, and significantly more than is being required. Whoever manages this system should be putting in the same amount of effort top verify the documents we send.
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