Suspensions due to Customer Product Authenticity Complaints aren’t difficult to appeal as long as Amazon accepts your invoices.

From your post it sounds like they rejected your POA but accepted the invoices and also that you already appealed multiple times.

Could you post your appeal here for feedback? Otherwise no one will be able to help.

To repeat here from our PM …

Not really sure where to start on this, as I have a lot of issues with several things …

First the appeal:

1. Root cause is to drawn out, wordy
2. No one would be contacting Adidas about your sales
3. "We will also permanently delete and close should be We have
4. “They don’t provide invoices only digital confirmation” is an issue. Amazon expects you to have and maintain invoices. This only shows these to be considered Retail Sales.

… and stopping there.

{Edit out source} Your source is iffy but could be presentable if you can get them to give you a resale authorization letter.

I don’t see that. I see several mentions of them not being accepted …

4.December 1, 2018 Amazon notice–Cannot accept this invoice because we are unable to verify the supplier.

11.January 26, 2019 Amazon notice–We cannot accept this invoice because it does not cover your sales quantity for the items listed below for B079J5FBKC.

17.February 19, 2019 Amazon notice— asking for invoices and updated plan of action

19.February 20, 2019 Amazon notice-- asking invoices for other ASIN

Issue - Seller has no actual invoices …

Thanks for the valuable feedback. In their last notice it seems that they accepted our recent invoices for ASIN requested. These requested ASIN are different from the ASIN that was flagged as “inauthentic” and have asked for updated POA.

Amazon Notice Below–

We received your submission but do not have enough information to reactivate your account at this time.

Please send an updated plan of action that explains:
– Greater detail on the root cause(s) that led to the complaints about the authenticity of your items.
– Greater detail on the actions you have taken to resolve the complaints about the authenticity of your items.
– Greater detail on the steps you have taken to prevent future complaints about the authenticity of your items.

Here are a few things to consider as you create your plan:
–Sourcing: Are you sourcing the product from a trusted supplier?
–Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
–Packaging: Is the product in its original packaging as listed on Amazon?
– Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?
–Review your communications from buyers to better understand the issues.
–Be as specific as possible in your plan.
–Do not limit your plan to issues with specific orders.

You can only send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered.

How do I send the required information?
Please send the required information by replying to this email.

What happens if I do not send the requested information?
If we do not receive the requested information, your account may be deactivated.

I suggest that you consult my post on writing a plan of action when you have been suspended, which has, by reliable estimates, helped billions of sellers overcome suspension:

Should that prove insufficient to the task, I recommend you consult Oneida Books’ post on overcoming suspension, which has, if knowledgeable assessors are to be believed, gotten trillions of sellers out of suspension purgatory:

Of course you can also post more here if you need further help.

bunga bunga!

How are you sourcing your products?

Manufacturer authorized distributors? From inside the USA?

Multiple brands involved, so I am wondering what the root cause of your problems is.

And that is the key to your POA

Thanks for all the feedback.

Yes we are sourcing our products directly from manufacturer and authorized distributors only. Only from inside USA.

We have successfully submitted invoices in the past and had our listings re-activated without POA. Our account was never suspended. This is our first complaint about “In-authenticity” and account got suspended.

These units were bought in March,2018 directly from manufacturer. They did not provide invoice but a order receipt that was attached to the shipping box. The box and the label were discarded while back so we don’t have proof of that. We contacted manufacturer to see if they can send us invoice. They mentioned that they update the system every 6 months and unfortunately could not provide invoice since this order was past 6 months time.

any other recommendations?

Also, 96% of our sales are via FBA channel. We send all products to FBA using manufacturer label which led to commingling our inventory with other seller’s inventory.
When these ASIN’s were listed in March 2018 there were several other sellers selling the same product. So our inventory was mixed at FBA with other seller’s inventory.
Which we think is the real root cause but performance team isn’t convinced and asking for invoices and POA.