Product Authenticity
Hello,
We received a complaint about the authenticity of a product we sold. We provided invoices from our authorized suppliers in response. However, the Amazon Account Health team replied that our invoices do not reflect the sales volume for 365 days and that they cannot verify our suppliers. We have never received a complaint about this brand and product before, as we can see from our order and return records. The invoices we submitted are genuine purchase invoices and accurately reflect our sales volume. Despite presenting the websites of our suppliers and address proofs on the invoices to the performance team, the violation has not been removed and we have not received a positive response.
We appreciate your assistance in resolving this matter.
Product Authenticity
Hello,
We received a complaint about the authenticity of a product we sold. We provided invoices from our authorized suppliers in response. However, the Amazon Account Health team replied that our invoices do not reflect the sales volume for 365 days and that they cannot verify our suppliers. We have never received a complaint about this brand and product before, as we can see from our order and return records. The invoices we submitted are genuine purchase invoices and accurately reflect our sales volume. Despite presenting the websites of our suppliers and address proofs on the invoices to the performance team, the violation has not been removed and we have not received a positive response.
We appreciate your assistance in resolving this matter.
2 replies
Seller_OvL8C4BJWiuS9
You most likely will need authorization from the brand itself because it seems the invoices from the supplier are not valid.
Stevie_Amazon
Hi there @Seller_sv6DmnDPyewW8,
Thank you so much for utilizing the Seller Forums! I hope this finds you well.
I understand you have recently received a customer complaint as your buyer had a concern for the authenticity of items you have listed for sale.
As buyers trust they are able to find, purchase, and receive the items they are looking for, it is important to ensure you are always advertising and selling genuine items if you are listing something branded. As all sellers are required to follow these expectations, Amazon does not allow the sale of inauthentic items as noted in the anti-counterfeiting policy here. "We work with manufacturers, rights holders, content owners, vendors, and sellers to improve the ways we detect and prevent inauthentic products from reaching our customers."
In these cases, you will want to provide that invoice or other sourcing documentation to show the full supply chain of your products. The appeal path present on your account health page is placed there to provide sellers with the opportunity to prove the authenticity of items and show compliance with a cited policy. As you have already provided your invoice and it has not been accepted, I am urging you to compare your invoice with the following requirements:
- Should reflect the sales volume of your product across all Amazon marketplaces in the last 365 days
- 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. This will indicate that your supplier is either authorized to sell the branded items or has purchased directly from the manufacturer or brand themselves prior to selling these items to you.
- You may remove pricing information, but the rest of the document must be clear, visible, properly aligned, and unaltered in any other respect.
- Invoices or receipts from their supplier should only be .pdf, .jpg, .png, or .gif files.
I urge you to compare your invoices to these requirements and ensure all information is present and accurate. If one requirement is not met, this can result in a rejection of the invoices.
I would also like you to consider a couple of questions surrounding the instance, which can help you not only address the policy compliance issue but create a preventative plan as you move forward.
- How did you verify that these products are authentic prior to selling them?
- How did you verify your supplier? Do they have the authorization to sell the items? (Thank you @Seller_OvL8C4BJWiuS9 for making mention of this here)
- Do you have authorization to sell these items?
Customers are also trusting that the information provided on the listings is accurate at all times. If an item is being advertised as a well-known branded item, then your buyers will be expecting to receive that branded item. It is as equally important to verify the information on your listing as it is to verify your source.
Did you create this listing? How have you ensured the correct brand information is present on the listing? Over all- are you listing your products correctly? More information to consider can be found here.
I do urge you to check out Seller University in addition to the help pages I have linked here as you work to address this issue.
Please do not hesitate to ask questions and respond here so the community and I can further support you.
All the best,
Stevie.
