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Product Authenticity Complaint
We recently received a Product Authenticity Complaint. The buyer is claiming that the item we sold was “fake/Counterfeit”. Of course this is not the case and we would gladly show proof, if we could figure out how to do so properly. Each time I have attempted to use the Appeal option, the email does not appear to submit. I type the message, give all of the required information (less the invoice) and click “send” but, we are getting no replies and nothing is showing in our Sent folders (neither email nor Amazon).
The second question I have is regards to the invoice. Our distributor is well renown and I am not concerned about the validity of our claim. I am concerned as to how we go about getting the exact invoice for that exact item. Can we show a general invoice? The item in question has been on our shelf for 2 years (it was released in 2016). I have currently gone through over a thousand invoices without any luck. We have all of our invoices backed-up on our Network and do not keep paper copies. Do I have to go through over 60,000 invoices just to find one specific $10.99 item? If so, I think I will pass.
We are fairly new to Amazon so any advice would be greatly appreciated.
43 replies
Seller_i3DcETKK41A76
Amazon is not going to assume you purchased the item in question from a distributor you say without proof of the invoice showing that item purchased from them. Amazon is not going to take your word for it. Providing the invoice with that item on it is going to be the only way to clear this complaint. Maybe you can call your distributor with that item’s SKU/UPC/EAN and they can search your previous invoices to find it. They likely have a better way of recording their buyer invoices than how you are storing them.
I will say that if you do not appeal, Amazon will assume the complaint is valid. If you get future complaints, it will appear you have a pattern of selling counterfeit items and could result in a suspension of your account. I highly recommend you find the invoice and supply it to Amazon to clear the complaint from your account.
In Seller Central, go to Performance > Performance Notifications. You should see the complaint here. Click Appeal there to process it.
Seller_N3I2opyeGEBu7
I don’t know the answer to your question. But there are many Amazon sellers selling counterfeit items. Many of these sellers have a bunch of feedbacks about fake items, yet they are still allowed to sell.
So my guess is that unless you have a large number of counterfeit complaints, Amazon doesn’t really care.
Seller_cjBwb6X1O3EGl
I can’t help you with your current problem but look at your scanner software. There is a good chance that when it saves your PDF you can have it indexed at the same time.
I do this with my Fujitsu ScanSnap scanner. I no longer try to manually index. Instead do a search from explorer. I’ve got many Gig of scanned documents and am able to pull up what I want most, but not all, times.
Seller_l267ClW4U4sJt
And now … we’re suspended. We appealed the case and included all of the information requested. Over the weekend we received this email from Amazon,
"Hello,
We will investigate this issue that you brought to our attention and take the appropriate action.
For privacy reasons, we cannot share the results of our investigation with you."
What the actual …? How does that make any sense? Has anyone else received a similar response? I checked and double checked the email address and it is legitimately from Amazon!! A short time later, we received this message,
"We still need more information about the items at the end of this email. Please reply to this email with copies of invoices or receipts that include the following:
– Supplier information (name, phone number, address, website)
– Buyer information (name, phone number, address, website)
– Item descriptions (for ease of our review, you may highlight or circle the ASIN(s) under review)
– Item quantities
– Invoice date (must be issued in the last 365 days)
You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.
We will review your information and decide whether to reinstate your listings.
Have questions? Let us call you right away (https://sellercentral.amazon.com/hz/contact-us).
ASIN 1: B01IU7RQ06
Sincerely,
Seller Performance Team
http://www.amazon.com"
So, does this mean our selling privies have been revoked or that the listing in question has been revoked? I am so confused and can’t seem to get any clear answers from support!!
Seller_uIGXPpS2kOOX2
If your distributor is renowned they probably keep invoices recorded for 36 months. You can try toask them if they can locate your older invoice with that item on it.
Seller_l267ClW4U4sJt
Okay so, I need some further advice. It would seem that our account is not suspended. I am still somewhat bewildered by that but, still. I won’t complain. Apparently, the only action taken by Amazon so far is that our listing for the item in question has been removed from our inventory and we are no longer allowed to sell that particular item. At least that is my understanding.
I have attempted to appeal and/or contact Seller Support numerous times. The only response I get is the auto-generated email shown above. No matter the question or statement I send, I get the same generic response.
Because of this situation, we pulled our entire inventory and started from scratch, meticulously checking that each and every item that we listed as New, had an accompanying invoice. We didn’t want to have to deal with this again.
The item in question is a Funko POP! Superman figure. ASIN : B01IU7RQ06. Since I first posted this thread, we have submitted proper documentation and have been given permission by Amazon to sell Funko merchandise.
Since we are not getting a valid response from our appeal nor from Customer Service, should we just let this go? The item in question is something that is no longer available for reorder and we will never have it in stock to list again. Other than a black mark on our Performance, how badly will this affect our account if it is not ever resolved? Also, will our account indeed be suspended or shut down because of this one issue?
Please advise. Thank you for your time.
Seller_VGUoNcEI7qZ3v
We have this monthly, and it’s just a crap shoot going through the verification process of sending invoices, addresses, phone numbers and contacts. We get over ruled about 10% of the time, not sure there’s a secret? Like you said, it’s simply not worth the time or effort to locate the item(s) knowing you only have a tiny % chance to get the clearance…
Seller_CkZNl73T7UeJM
I would try my best to appeal the case. I didn’t appeal 2 cases over cheap (<10$ items that I stopped selling) and my account was suspended after a few months over those 2 cases…
Focus on the email they sent you, if it says they want an invoice with a date and specific information such as supplier address, then make sure all that information is there in the invoice. You can also ask them what the issue is with your specific invoice so you can ask your supplier to modify it…
Seller_l267ClW4U4sJt
I think we are finally in the clear. Well, at least sort of maybe? We received a response that read as follows:
“Hello,
Based on the information you provided, you may not sell these items on Amazon.com. We removed your listings for these items:
ASIN: B01IU7RQ06
Title: Funko Pop Heroes: Superman False God 2016 SDCC Exclusive Vinyl Figure
Please do not relist these items. If we receive more complaints about your listings, we may not allow you to sell on Amazon.com.
We may not respond to further emails about this issue.
Sincerely,
Seller Performance Team
http://www.amazon.com”
If I understand this correctly, we are okay as long as we do not ever attempt to sell that particular item again. Is that correct?
Either way, thanks to all of you for putting up with my ignorance of all things Amazon, haha. We thought we had a pretty good handle on how things worked here, until this. We have applied to become an authorized Funko retailer, as was suggested by just_looking_a as well. Hopefully, if we are approved it will smooth things over quicker should something like this happen again.
Seller_l267ClW4U4sJt
Yes. We are still able to sell on Amazon with the exception of that particular POP figure. We just have to be extremely careful. We are now only selling items that are Used collectibles and New items that we can easily provide a valid invoice for.
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