Hi there @Seller_ZgBdTBtGNIYaJ,

Thank you for utilizing the seller forums. I do apologize for the time it has taken the moderating team and I to engage with you here; your patience is greatly appreciated.

Seller_ZgBdTBtGNIYaJ

We are a not-for-profit used bookstore run by volunteers in support of our local library. All of our books are donated. A buyer thought we had purposely sent him the wrong book. We contacted him, refunded his money, and told him to keep the book. He was satisfied with our resolution but as he had already checked the inauthentic box, the problem remained.

View post

I understand you have recently received a product authenticity complaint and are working toward addressing the violation.

Buyers come to Amazon with confidence and trust, knowing they can purchase and receive authentic products. In addition to appealing accurately to customers, it is also important to obtain and keep responsible sourcing documentation in order to prove the authenticity of the items you list for sale here. Listed below are the requirements for sourcing documentation request:

• Copies of invoices, receipts or other similar documents that demonstrate where your products are produced or manufactured

These documents:

• Should reflect the sales volume of your product across all Amazon marketplaces in the last 365 days
• Should demonstrate your product’s full supply chain
• Should include contact information for the supplier(s) and the original manufacturer. We may contact suppliers or manufacturers to verify the documents
• Your documents should be able to trace your products to the original manufacturer even if you did not purchase them directly from the original manufacturer. This may require requesting additional invoices or supply chain documentation from your supplier if you are not sourcing directly from the manufacturer.
• You may remove pricing information, but the rest of the document must be visible to enable adequate review of the documents you provide. For ease of our review, you may highlight or circle the ASIN(s) under review.

It is also required of all sellers to comply with local, state, and federal laws in addition to Amazon policy. As a seller, you are responsible for ensuring that the products you sell on Amazon comply with all applicable laws and regulations are authorized for sale or re-sale and that they do not violate intellectual property rights such as copyrights, patents, trademarks, and rights of publicity. Even when unknowingly infringing upon someone's intellectual property, Amazon will takes steps to remove the listing until the issue is addressed.

Over all, the supply chain of your scenario will not be verifiable here. Without the appropriate documentation, it is incredibly difficult for Amazon to verify the exact origin of the product. While I do understand how you acquire your books, it is also important to understand the reason for the violation and the next steps for addressing it.

If applicable - how do you verify the authenticity of your products prior to offering them for sale on Amazon? A best practice is to take time to check the products you source before you sell them to ensure that the product and all associated parts work as expected and are free of any damage. If you sell branded products on Amazon, ensure that you source the product(s) from a reliable supplier.

I also suggest considering what aspect of your product or the listing itself could have contributed the customer's experience? Is there anything you can do to prevent these types of complaints as you move forward?

You are able to remove the listing and agree to no longer offering the product for sale, as a means of removing its impact from your account health rating.

If you have questions please do not hesitate to further utilize this thread, as the Forums community and I are here to support you.

All the best,

Stevie