how to prove to Amazon i am not selling counterfeit.
Hello everyone,
I've been facing a problem with Amazon that I've been unable to resolve for the past 3 weeks. Stuck at an impasse, I'm reaching out to you in case someone here has encountered similar difficulties and managed to resolve the issue.
I've been selling a product in the cosmetic category since November 2023. According to information I've gathered from various seller support partners, a customer contacted Amazon to express doubt about the presence of a key ingredient in the product, citing differences in texture compared to another brand containing this ingredient. However, the customer neither returned the product nor requested a refund.
Although this discrepancy could be explained in various ways, such as differences in the percentage of the ingredient in the formula, its combination with other ingredients, or the manufacturing technique, Amazon decided to suspend the ASIN and consider it a potential counterfeit.
To resolve the situation, Amazon requested that I provide the supplier's invoice and a brand authorization letter. The supplier I work with is both the manufacturer and the owner of the brand under which I sell. They developed this product at my request. However, as my trademark application was rejected by Canada, and restarting the process takes time, the manufacturer suggested that I start selling under their brand name, which I agreed to.
I submitted the invoice to Amazon, which meets their criteria. I also provided the authorization letter as requested. Additionally, I submitted the product declaration certificate to Health Canada and the WIPO certificate proving that the brand name belongs to the manufacturer.
Despite all this, I continue to receive automated responses from Amazon stating that the documents provided are insufficient or that they are unable to verify the information. However, I am in daily contact with the manufacturer, who denies having received any email or phone call from Amazon.
I also want to emphasize that I thoroughly checked all the manufacturer's certifications and certificates before doing business with them, including with organizations such as the Chamber of Commerce and Industry in their region, the FDA, and reading SGS inspection reports to ensure compliance with Canadian standards. I also declared the product to Health Canada in accordance with Canadian law and ensured, with the help of a Health Canada agent, that the packaging and labeling of the product comply with Canadian regulations (bilingual packaging, manufacturer's name and contact information on the packaging).
I believe I have been very diligent on my part, but I don't know what else to do with Amazon's internal team. Especially since, in the end, everything they're asking for doesn't correspond to the customer's initial complaint. If she was not satisfied with the product, she simply had to return it and get a refund.
Thank you for any assistance or advice you can provide.
Best regards,
how to prove to Amazon i am not selling counterfeit.
Hello everyone,
I've been facing a problem with Amazon that I've been unable to resolve for the past 3 weeks. Stuck at an impasse, I'm reaching out to you in case someone here has encountered similar difficulties and managed to resolve the issue.
I've been selling a product in the cosmetic category since November 2023. According to information I've gathered from various seller support partners, a customer contacted Amazon to express doubt about the presence of a key ingredient in the product, citing differences in texture compared to another brand containing this ingredient. However, the customer neither returned the product nor requested a refund.
Although this discrepancy could be explained in various ways, such as differences in the percentage of the ingredient in the formula, its combination with other ingredients, or the manufacturing technique, Amazon decided to suspend the ASIN and consider it a potential counterfeit.
To resolve the situation, Amazon requested that I provide the supplier's invoice and a brand authorization letter. The supplier I work with is both the manufacturer and the owner of the brand under which I sell. They developed this product at my request. However, as my trademark application was rejected by Canada, and restarting the process takes time, the manufacturer suggested that I start selling under their brand name, which I agreed to.
I submitted the invoice to Amazon, which meets their criteria. I also provided the authorization letter as requested. Additionally, I submitted the product declaration certificate to Health Canada and the WIPO certificate proving that the brand name belongs to the manufacturer.
Despite all this, I continue to receive automated responses from Amazon stating that the documents provided are insufficient or that they are unable to verify the information. However, I am in daily contact with the manufacturer, who denies having received any email or phone call from Amazon.
I also want to emphasize that I thoroughly checked all the manufacturer's certifications and certificates before doing business with them, including with organizations such as the Chamber of Commerce and Industry in their region, the FDA, and reading SGS inspection reports to ensure compliance with Canadian standards. I also declared the product to Health Canada in accordance with Canadian law and ensured, with the help of a Health Canada agent, that the packaging and labeling of the product comply with Canadian regulations (bilingual packaging, manufacturer's name and contact information on the packaging).
I believe I have been very diligent on my part, but I don't know what else to do with Amazon's internal team. Especially since, in the end, everything they're asking for doesn't correspond to the customer's initial complaint. If she was not satisfied with the product, she simply had to return it and get a refund.
Thank you for any assistance or advice you can provide.
Best regards,
24 replies
Seller_7LrAV0m5llaI7
Time to get the executive seller relations team involved (jeff@amazon.com) and cite your failed case numbers.
Seller_7LrAV0m5llaI7
If you have a real problem and case, yes.
Seller_ooqoYw3dNtgsM
HAHA same as talking to the wall same results we sell a product we buy from Costco and a customer complained that it wasn't real so they took my item off that i was selling, even though there are 50 other guys selling the same item, i sent them the invoices from Costco that we bought (every week) because of the volume and they came back with NOT ENOUGH WE NEED MORE INFO (NOW COMES THE GOOD PART)\ so i called them and asked what do they need and the person told me they need the supply chain, and i asked what is the supply chain, and (don't laugh) she said we need the invoices from Costco from who they buy this from and i replied THEY ARE THE MANUFACTURER and she told me immediately we cannot go further without the SUPPLY CHAIN and i hung up
Stevie_Amazon
Hi there @Seller_VQO1EP5qHNEjq,
Thank you for your patience as the moderating team and I work to reply here.
I understand you have concerns about a product authenticity complaint and the documents you have provided.
Listed below are the requirements for sourcing documentation request:
They are 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.
You are one-hundred percent sure that your invoices meet these requirements?
Alternatively, are you sure the information on the listing is reflecting accurately? For instance, if the brand name is not correct- as they are case sensitive- this can impact the approval process for a valid document.
Do you have a case ID you are able to provide here?
Stevie
