Guidance on Repeat Counterfeit Complaint and Account Health Impact
Hello,
I need advice regarding a repeat counterfeit complaint and its impact on my account health. Here's the timeline:
- March 24, 2025: Received a counterfeit complaint (without test buy) (Complaint ID: 17469045891) shortly after listing the product.
- March 28, 2025: Submitted all requested documentation, including physical and digital receipts from Costco, product photos on Costco shelves, the online listing showing matching item numbers, and time-stamped inventory prep images.
- March 29, 2025: The complaint was cleared, and my listing was reinstated.
- April 1, 2025: Received a second counterfeit complaint (without test buy) (Complaint ID: 17520229981) for the same listing and inventory.
I resubmitted the same documentation. The response I received stated the listing was reinstated, but then contradicted this in the body of the message and requested additional documents (like a letter of authorization).The second complaint is now considered a repeat violation, further harming my account health.
I’ve reached out to the company politely asking for a retraction but received no response. I'm confused as to why these claims are being made repeatedly with no test buy.
Has anyone faced a similar situation with repeat counterfeit complaints, even after the first was cleared? How did you handle this, and what steps can I take to resolve this without further affecting my account?
Thanks for your help.
Guidance on Repeat Counterfeit Complaint and Account Health Impact
Hello,
I need advice regarding a repeat counterfeit complaint and its impact on my account health. Here's the timeline:
- March 24, 2025: Received a counterfeit complaint (without test buy) (Complaint ID: 17469045891) shortly after listing the product.
- March 28, 2025: Submitted all requested documentation, including physical and digital receipts from Costco, product photos on Costco shelves, the online listing showing matching item numbers, and time-stamped inventory prep images.
- March 29, 2025: The complaint was cleared, and my listing was reinstated.
- April 1, 2025: Received a second counterfeit complaint (without test buy) (Complaint ID: 17520229981) for the same listing and inventory.
I resubmitted the same documentation. The response I received stated the listing was reinstated, but then contradicted this in the body of the message and requested additional documents (like a letter of authorization).The second complaint is now considered a repeat violation, further harming my account health.
I’ve reached out to the company politely asking for a retraction but received no response. I'm confused as to why these claims are being made repeatedly with no test buy.
Has anyone faced a similar situation with repeat counterfeit complaints, even after the first was cleared? How did you handle this, and what steps can I take to resolve this without further affecting my account?
Thanks for your help.
9 replies
Emet_Amazon
Hello @Seller_SuivljpCZFHCy,
Thank you for posting your concerns and sharing your experience.
I need advice regarding a repeat counterfeit complaint and its impact on my account health. Here's the timeline:
- March 24, 2025: Received a counterfeit complaint (without test buy) (Complaint ID: 17469045891) shortly after listing the product.
- March 28, 2025: Submitted all requested documentation, including physical and digital receipts from Costco, product photos on Costco shelves, the online listing showing matching item numbers, and time-stamped inventory prep images.
- March 29, 2025: The complaint was cleared, and my listing was reinstated.
- April 1, 2025: Received a second counterfeit complaint (without test buy) (Complaint ID: 17520229981) for the same listing and inventory.
As you've stated, when you originally received this violation you were able to provide the necessary documents to verify compliance and resolve the situation. This situation however appeared again back on 4/1/25.
Due to the nature of this situation, I do have some limited visibility into your specific situation. I have reached out to the appropriate teams to inquire further on the issues you've described. Once I have some additional information to provide, I will follow up here to keep you informed as best I can.
I do also understand that this newer complaint has a higher impact on the your account health, which has raised additional concerns about your account. I would advise at this time to keep me informed if anything changes. The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Emet_Amazon
Hello @Seller_SuivljpCZFHCy,
Thank you for your patience while our teams looked further into this situation on your behalf.
I was informed earlier today that the concerned ASIN has been reinstated. They advised that the required information needed from the documents were identifiable and accepted. I will advise that since the ASIN was just recently reinstated, it may continue to show "inactive" for up to 24-48 hours. This action should have also removed the policy violation from the account health.
I do ask if you continue to see the violation or inactive listing beyond the 48 hours, that you follow up with screenshots of any remaining issues or concerns so they can be addressed.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
