Hi there @Seller_bc0AACmTvl2Mk,

Thank you for utilizing the Seller Forums! I hope this finds you well.

Seller_bc0AACmTvl2Mk

My account was flagged and is at Risk for 1 product complaint that is tied to customer refund. Why would my account be flagged for that when clearly it was for the refund.

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I understand your account is currently at-risk of deactivation due to a complaint you received about a product.

Seller_bc0AACmTvl2Mk

The product is authentic by the way

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As all Amazon sellers are responsible for complying with the law along with Amazon’s policies, it is pertinent that all information provided be accurate and true. Customers trust that they can buy with confidence on Amazon and receive authentic products that arrive in the condition advertised, thus the need for the authenticity of all products offer for sale must be valid.

Due to the importance of authenticity, product authenticity complaints weigh as heavily as intellectual property complaints. All sellers are 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.

It is important to consider from where you sourced your products just as it is important to ensure all information on the product detail pages is correct and accurate. This will also include having the authorization to sell products in some cases.

Generally speaking, you will want to provide sourcing documentation so the team may verify the supply chain of the products. 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.

Do you have invoices? I do suggest ensuring your invoices meet all of the requirements above prior to submission. If the documents do not meet even a single requirement, this could cause your document to be rejected.

Often times the policy violation seen on the Account Health page is an opportunity for you, as a seller, to provide proof that you are complying with the applicable policies.

Please do not hesitate to further ask questions or provide relevant updates, as the Forums community and I are here to support you.

All the best,

Stevie