HELP! ASIN Removed for Authenticity – We’re the Manufacturer
Hi everyone,
Our best-selling ASIN has been down for over 10 days due to an authenticity complaint, and we’re at a bit of a loss on how to move forward. We manufacture this product ourselves, so it’s not possible for it to be inauthentic. Amazon asked for receipts and invoices, but since we make the product, we submitted:
Invoices for the raw materials and labels
A signed letter of authenticity from us (the manufacturer), confirming it’s our brand and our Amazon account
Photos showing all the raw materials together
After a few days, we got a response saying they need tracking numbers or order numbers, and buyer/seller contact info on the invoices. All of that was included except for one email order confirmation we sent. We ended up sending another invoice with everything on it they asked for and also called account health to confirm we had all the info needed. Waited another week and just got the exact same generic response saying the need the information on the invoices which was already on the invoices. It feels like nothing we’re submitting is actually being reviewed.
We’re now losing thousands in sales and our organic ranking is dropping fast. Has anyone else dealt with this kind of situation? Is there any way to escalate it or get someone to actually read what we submitted? This all could have been avoided if amazon would've just contacted the manufacturer to confirm the first time around.
Any help or advice would really be appreciated.
HELP! ASIN Removed for Authenticity – We’re the Manufacturer
Hi everyone,
Our best-selling ASIN has been down for over 10 days due to an authenticity complaint, and we’re at a bit of a loss on how to move forward. We manufacture this product ourselves, so it’s not possible for it to be inauthentic. Amazon asked for receipts and invoices, but since we make the product, we submitted:
Invoices for the raw materials and labels
A signed letter of authenticity from us (the manufacturer), confirming it’s our brand and our Amazon account
Photos showing all the raw materials together
After a few days, we got a response saying they need tracking numbers or order numbers, and buyer/seller contact info on the invoices. All of that was included except for one email order confirmation we sent. We ended up sending another invoice with everything on it they asked for and also called account health to confirm we had all the info needed. Waited another week and just got the exact same generic response saying the need the information on the invoices which was already on the invoices. It feels like nothing we’re submitting is actually being reviewed.
We’re now losing thousands in sales and our organic ranking is dropping fast. Has anyone else dealt with this kind of situation? Is there any way to escalate it or get someone to actually read what we submitted? This all could have been avoided if amazon would've just contacted the manufacturer to confirm the first time around.
Any help or advice would really be appreciated.
0 replies
Emet_Amazon
Hello @Seller_M23PhcA9QzYoo,
Thank you for posting your concern with an authenticity complaint.
Our best-selling ASIN has been down for over 10 days due to an authenticity complaint, and we’re at a bit of a loss on how to move forward. We manufacture this product ourselves, so it’s not possible for it to be inauthentic. Amazon asked for receipts and invoices, but since we make the product, we submitted:
Invoices for the raw materials and labels
A signed letter of authenticity from us (the manufacturer), confirming it’s our brand and our Amazon account
Photos showing all the raw materials together
After a few days, we got a response saying they need tracking numbers or order numbers, and buyer/seller contact info on the invoices. All of that was included except for one email order confirmation we sent. We ended up sending another invoice with everything on it they asked for and also called account health to confirm we had all the info needed. Waited another week and just got the exact same generic response saying the need the information on the invoices which was already on the invoices. It feels like nothing we’re submitting is actually being reviewed.
We’re now losing thousands in sales and our organic ranking is dropping fast. Has anyone else dealt with this kind of situation? Is there any way to escalate it or get someone to actually read what we submitted? This all could have been avoided if amazon would've just contacted the manufacturer to confirm the first time around.
I really appreciate you sharing your situation, since you've mentioned providing the requested information but it has not been accepted. I have gone ahead and reached out to the appropriate teams to take a look over your recent submissions. They will be able to provide feedback on any actions they take, or if they do need additional information. Although I cannot share any additional information at this time, I will continue to monitor the situation and follow up once I have an update.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
