IP Complaint Appeal
Hi, so I recently started selling on Amazon and everything was great the first week until I got hit with a IP complaint, and haven't been able to reach Amazon's seller support number. (Shows Internal Failure when I request a call)
I listed a product that required transparency codes to be uploaded. I sold one of the items, and I had to upload the serial code through the shipping template because I did not do it initially which still updated the transparency code.
However, I got hit with a complaint saying my product was a counterfeit. The thing is, I purchased this product from 888Digital which sources their product from Amazon warehouses and sells back in wholesale.
I tried submitting that information, and every single transparency serial code on my appeal, along with the invoice and information that my supplier literally buys from Amazon and sells back in wholesale which has to mean my product isn't a counterfeit UNLESS Amazon themselves allowed a counterfeit to be sold.
As of right now, every single attempt to appeal has been declined, their phone systems seem to have blocked me from calling and every email is just an automated message. So I'm messaging here in the forums to see if Amazon support can help me and for people to see my situation.
IP Complaint Appeal
Hi, so I recently started selling on Amazon and everything was great the first week until I got hit with a IP complaint, and haven't been able to reach Amazon's seller support number. (Shows Internal Failure when I request a call)
I listed a product that required transparency codes to be uploaded. I sold one of the items, and I had to upload the serial code through the shipping template because I did not do it initially which still updated the transparency code.
However, I got hit with a complaint saying my product was a counterfeit. The thing is, I purchased this product from 888Digital which sources their product from Amazon warehouses and sells back in wholesale.
I tried submitting that information, and every single transparency serial code on my appeal, along with the invoice and information that my supplier literally buys from Amazon and sells back in wholesale which has to mean my product isn't a counterfeit UNLESS Amazon themselves allowed a counterfeit to be sold.
As of right now, every single attempt to appeal has been declined, their phone systems seem to have blocked me from calling and every email is just an automated message. So I'm messaging here in the forums to see if Amazon support can help me and for people to see my situation.
0 replies
Seller_UHdkNlhjHHfiZ
Also, the brand owner refused to respond to my emails even though I provided the serial codes for every single item I listed of that product. I don't want to sell their items anymore, I want my account health back, and have it on record that I did not sell any counterfeits because if I did, then it means Amazon sold the counterfeits originally. They sold the item to my supplier, who sold it to me. They can't claim that it is not real...
Stevie_Amazon
Hi there @Seller_UHdkNlhjHHfiZ,
I do hope this finds you well.
I understand you have recently received an intellectual property violation and have already submitted information through the appeal. I would like to provide clarity on your situation as well as the applicable policies.
Amazon requires all sellers respect and utilize intellectual property lawfully, in addition to follow all local, state, and federal laws. At no time may anyone violate the intellectual property rights of a brand. This also includes authenticity to a point, as has been questioned by the complaining rights over for the infringement violation you are speaking about.
Often times, when a brand or rights owner does not recognize a seller as someone who has sourced from them, or there are questions on the supply chain of their items, they will submit said complaints. At this point, Amazon provides the seller with a chance to show proof of non-infringement and their supplier's information in order to conclude the product is authentic and not infringing upon any brands or IP in anyway. Anti-counterfeiting measures have been put in place in order to maintain the trust buyers and brands have with Amazon.
From this information, I am understanding your supplier is buying from Amazon... and then reselling the items to sellers such as yourself. Is this correct? How do you know that supplier is still sourcing authentic items? There are implications to the supply chain, as there could have been a seller who your supplier purchased from, who was selling inauthentic items, and managed to do so before Amazon was able to detect such a violation. Can you provide proof of the supply chain involved?
In this case, does your invoice meet the requirements of responsible sourcing documentation?
- 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.
If your supplier is an authorized distributor or a licensed reseller for the brand and the products, you will want to provide proof of this. This could be providing evidence that the supplier is authorized to sell the products, which they received from the brand itself, and any other supply chain document they will provide you, so you may submit with your invoices and documentation. Did you verify that your supplier was authorized to sell the products prior to purchasing products from them?
While it is appreciated you provided the transparency codes, it is still advised to submit invoices. Prior to submitting the invoices, please ensure they meet all requirements provided above.
If you have further questions or relevant updates to your situation, I do urge you to continue utilizing this thread.
The forums community and I are here to support you,
Stevie
