Need help with an inauthentic claim
I have my invoices and my action plan but I really just don’t know how give an explanation for the customer complaint.
It is a bottle of perfume, it is one of my best sellers, I have sold hundreds. They are claiming it is just water inside, no perfume. I have never had a complaint like this before.
I just can’t think of a reason on what could have gone wrong.
Need help with an inauthentic claim
I have my invoices and my action plan but I really just don’t know how give an explanation for the customer complaint.
It is a bottle of perfume, it is one of my best sellers, I have sold hundreds. They are claiming it is just water inside, no perfume. I have never had a complaint like this before.
I just can’t think of a reason on what could have gone wrong.
Seller_hA060q8nqygew
They are claiming it is just water inside, no perfume.
Don’t focus on this part. It’s just the buyer’s opinion and buyers are often mistaken about what is wrong with a product.
Instead, focus on disputing the “inauthentic” part. It doesn’t matter if Amazon thinks it’s inauthentic because the buyer says it’s just water or because the bottle looks phony, or because it’s Monday, or because the buyer didn’t like what they ate for lunch.
They all lead to… Amazon suspects it may be inauthentic. Provide proof that it’s not.
Appeal with something like this (along with your authentic invoices from a brand-authorized distributor, of course) -
The buyer is mistaken. All our product is sourced directly from (authorized distributor), who is authorized by brand (perfume brand) to distribute their product. The buyer is incorrect in believing the product may be inauthentic. It is not. Please see attached invoices for proof of product authenticity and proper sourcing.
I find it helpful to add notes to the invoices, and/or provide screenshots from the distributor’s ordering system to help Amazon see that the product on your invoice is the product tied to the ASIN being questioned.
For example, I had one of these one time and I provided a screenshot from the brand’s wholesale ordering website, which shows the product number and the UPC. I also provided a screenshot of Amazon’s system showing the product ID listed, as well as the UPC code.
Then created one image with the screen shots side-by-side and circled the corresponding data from each, drawing a line between them and adding a note to explain how this data proved that the item listed on Amazon WAS the same authentic item listed on the brand’s wholesale website, thereby proving that the customer was simply mistaken.
13 replies
Seller_OxjIxwlMmwmlP
I can. The buyer is stealing from you and to add insult to injury, now you have to deal with this.
I know this isn’t all that helpful of a response but I do feel for you.
If this was your brand, you would have the quality records to back up the fact that this couldn’t happen.
If you are buying from the brand directly or authorized distributor, it might not be a bad idea to touch base with the brand directly to get a statement from them that this couldn’t happen.
Good Luck
ASV
Seller_hA060q8nqygew
They are claiming it is just water inside, no perfume.
Don’t focus on this part. It’s just the buyer’s opinion and buyers are often mistaken about what is wrong with a product.
Instead, focus on disputing the “inauthentic” part. It doesn’t matter if Amazon thinks it’s inauthentic because the buyer says it’s just water or because the bottle looks phony, or because it’s Monday, or because the buyer didn’t like what they ate for lunch.
They all lead to… Amazon suspects it may be inauthentic. Provide proof that it’s not.
Appeal with something like this (along with your authentic invoices from a brand-authorized distributor, of course) -
The buyer is mistaken. All our product is sourced directly from (authorized distributor), who is authorized by brand (perfume brand) to distribute their product. The buyer is incorrect in believing the product may be inauthentic. It is not. Please see attached invoices for proof of product authenticity and proper sourcing.
I find it helpful to add notes to the invoices, and/or provide screenshots from the distributor’s ordering system to help Amazon see that the product on your invoice is the product tied to the ASIN being questioned.
For example, I had one of these one time and I provided a screenshot from the brand’s wholesale ordering website, which shows the product number and the UPC. I also provided a screenshot of Amazon’s system showing the product ID listed, as well as the UPC code.
Then created one image with the screen shots side-by-side and circled the corresponding data from each, drawing a line between them and adding a note to explain how this data proved that the item listed on Amazon WAS the same authentic item listed on the brand’s wholesale website, thereby proving that the customer was simply mistaken.
Seller_CW0P5hgbsiqWX
At the bottom of your notification letter there is a little statement that says, If you think we made a mistake, let us know. Instead of the appeal, trying sending the invoices and request Amazon look into the single buyers return practices. You believe they provided false information to solicit a free refund and return. 
Miguel_Amazon
Hello @futuresoul,
Miguel from Amazon here. I see its been a hard time with your product authenticity verification.
At this point I will contact the appropriate team to review your case and they will reach out to you via phone.
Also, make sure your contact information is up-to-date in your seller central account settings to make sure we have a successful contact with you.
If necessary, you can update your contact information in your notification preferences and seller account information.
Best regards,
Miguel
