I received a customer complaint the about Product performance. However, the customer also stated that the product was "in French" in their complaint.

Please note we do not sell in products in French packaging.

We have created a case with the FBA team to confirm that the product packaging was in English. We received a response from the FBA team with Case ID: 16028818821 where they have confirmed:

"We understand you are requesting an image of the ASIN to confirm if the product packaging was in English."As per the investigation of our concerned team the product packaging was in English. "

Therefore, the customer that made the complaint received an incorrect product.This was an error caused by FBA and somehow this complaint triggered an Authenticity violatioN

Whomever read the complaints incorrectly identified them as authenticity complaints for the product which we sell

All I ask is that a human reviews this case and does what is right under Amazon policy.

Reference

Case ID: 16028818821

I have an "authenticity" policy violations affecting my account health. However, the customer complaint that triggered this "authenticity" of the product I am selling is false and inaccurate.

I have all documents and proof that show my product is 100% authentic and yet amazon still says "We received your submission but do not have sufficient information to reactivate your listings."

ALSO the returns for this ASIN reasons were not because of the products authenticity, rather because the customer thought they were receiving 30 units, this listing was for 1 unit and it comes with 30 pads in each unit.

How can this be? I have submitted my legitimate documents multiple times now and I do not know what else I can do.

Can @Seller_pAPBCLhysbW5Tor @Seller_aEROSwwdnzGiU or anyone else at Amazon, please help me with this?

It’s become clear that there is a systemic issue within Amazon’s algorithm that is misclassifying customer comments and wrongly flagging them as "authenticity" violations, which is putting my (and many other sellers') account health and business at risk. This error stems from the algorithm’s inability to recognize the context of customer feedback, which in my case has triggered authenticity violations that have nothing to do with authenticity.

The customers who made these complaints did not question the authenticity of the items—they were primarily commenting on product condition. Yet, due to a misinterpretation by the algorithm, these complaints have been flagged as authenticity issues, which is simply incorrect.

I’m asking for a human review of these cases to correct the error. Reclassifying these complaints as product condition issues will not only resolve the immediate problem for me but will also benefit Amazon by making policy enforcement and violation metrics more accurate. This reduces unnecessary escalations, benefits sellers like myself, and aligns with Amazon’s interest in maintaining precise and fair metrics.

Regardless of having the correct invoices, supply chain documentation, LOA, etc. -- which I have provided, and have been rejected for -- It is in Amazon’s best interest to ensure this systemic error is corrected, as it places undue burden on sellers and overwhelms seller support teams with avoidable escalations. I urge you to escalate this issue for review and correction.

Case ID References: 16099701901 , 16078045491 , 16062078411 , 15892519101 , 15892279401

screenshots of the complaints in question:

@Seller_RSwABJNHpHnEZ@Seller_NGsbQYFacZKVL@Seller_guPeMXBrBxqyU@Seller_SBIjJooGeXSQ6@Seller_khUF6HPR2AHxu@Seller_aEROSwwdnzGiU@Seller_F4AbbFj6ovBk3@Seller_4GjtS9k0cnHHv@Seller_zukQNO61PzGck@Seller_l7Jtck9jxnEA0