Hello @Seller_omIOB6vGp4OUf,

Thank you for posting your concerns and detailed explanation of the situation.

Seller_omIOB6vGp4OUf

I am seeking urgent assistance regarding an Intellectual Property (IP) complaint that has severely impacted my Account Health Score.

• ASIN: B01MS4HASE

• Product Title: RockDove Women's Original Two-Tone Memory Foam Slipper, Size 9-10 US Women, Light Gray/Red

• Infringement Type: Counterfeit

• Trademark: 2061910

• Complaint ID: 16788668841

Issue Summary:

I received an IP violation for this ASIN, and despite taking all necessary steps, I am unable to make any progress in resolving this matter. I have never sold or shipped this product to any customers, and as soon as I received the complaint, I immediately removed the listing.

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Again I appreciate the amount of information provided, it has saved a bit of time in researching the situation. You mentioned that a concern you had was that you only listed the product, never sold or shipped it. The situation that occurs the second you list it, is a show of intent to sell. This is enough for the rights owners to have a concern that the products being listed or sold may not be authorized, or were sourced inappropriately creating an infringement concern.

Seller_omIOB6vGp4OUf

To resolve this issue, I have repeatedly:

Submitted the invoice that Amazon requested to verify the legitimacy of my sourcing.

Contacted the rights owner (Evelyn from RockDove), but received no response.

Submitted multiple appeals to Amazon, but each time I received an automatic response, and my issue remains unresolved.

Serious Problem I Am Facing:

The biggest issue I am experiencing right now is that Amazon requested an invoice, and I have provided it multiple times, yet it has not been accepted. My appeals seem to be flagged as spam, and I keep receiving the same automated response. My Account Health Score has dropped by 32 points, and my store’s future is at serious risk.

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You advised having provided invoices to validate your sourcing. The question I would have is where you sourced these from, is the supplier authorized as a distributor or retailer? Most retailers and their websites are not considered valid sources of inventory as they have no authorization to gran other permissions to list, use or sell another brand. Due to these situations we may verify the full supply chain to ensure your supplier is authorized. With that said, did you verify the full supply chain and authorization prior to sourcing these? Additionally, does the invoices you have meet our invoice requirements?

When it comes to a rights owner retraction, I understand that you've already reached out to them and they have been non-responsive. Rights owners who feel there is a valid infringement concern are not obligated to retract their complaints or respond to inquires. If you still feel that the products you sourced do not infringe upon the rights owners intellectual property, you will need to resolve this externally with your legal council. If found not at fault a court order showing the resolution can be submitted as a valid dispute.

You had also mentioned the submission of multiple appeals. if these appeals included a plan of action, please be aware that we do not accept a plan of action to address these types of complaints. Due to the serious nature of these types of situations, we can only accept the following information:

A letter of authorization or a licensing agreement from the rights owner demonstrating that you possess the right to use the content claimed. The documentation submitted must meet the following criteria:

• The document includes the name and address of the rights owner.
• The document includes your name and address, matching the information in your selling account.
• The document explicitly authorizes you to use the rights owner's intellectual property with your own brand name.

An invoice to indicate that your products are original and are purchased from the rights owners directly or from an authorized distributor and are not infringing the trademark claimed by the rights owner. The documentation submitted must meet the following criteria:

• Dated before the date of your notice.
• Includes your name and address, matching the information in your selling account.
• Includes the name and address of the manufacturer, distributor, or retailer.
• Order quantity is sufficient to fulfill the units sold since the invoice date.

A retraction from the rights owner to be sent to Amazon directly. You can find the contact information of the rights owner in the listing deactivation communication you have received.

I did link our invoice requirements above, however should communication with the rights owner be established and a letter of authorization can be submitted, please ensure it meets our mentioned requirements to be accepted.

Seller_omIOB6vGp4OUf

Serious Problem I Am Facing:

The biggest issue I am experiencing right now is that Amazon requested an invoice, and I have provided it multiple times, yet it has not been accepted. My appeals seem to be flagged as spam, and I keep receiving the same automated response. My Account Health Score has dropped by 32 points, and my store’s future is at serious risk.

Request for Help from Amazon Representatives:

I am urgently seeking assistance from the Amazon Forum Support Team to help resolve this issue. I need Amazon to clarify what additional information is required to fix this problem. If my invoices are not being accepted, what alternative steps can I take?

This issue is critically important to me. I am completely stuck and unable to reach a representative who can help. Please, I kindly ask for your guidance in getting this issue resolved.

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Please also be aware, if the violation cannot be disputed with proper documentation mentioned above, it will remain in the account health page for 180-days from the date received. The account health rating will continue to reflect the loss of these points until the ASIN is addressed or the 180-days have elapsed. After the 180-day the points lost from that violation will be restored.

Surrounding your concern with the future of the account, I can confirm that as of this moment and posting the account is only "at risk" due to both the late shipment calculation, but also due to your mentioned decrease in the account health rating. When an account is at 200 points or more, the account is considered healthy. If you fall below 200, say 199 as an example, the score will change to yellow and reflect being at risk or advising to address violations to improve the score. This is where the serious concerns come in, if the account falls below 100 points, you will be immediately eligible for deactivation. Another concern to note is that the violation associated to ASIN: B01MS4HASE is considered a repeat violation, these are also identified a critical violations if they continue to occur which will deactivate the account immediately.

I would strongly suggest researching the situation to the best of your ability and narrowing down the root cause of how and why this has occurred. You will need to ensure corrective measures are in place to stop any new violations from occurring. So you have more information on this policy and our account health rating, I am linking our policy page for your reference. This will include more details on the calculation, severity rating, and our repeat violation policy.

The forums community and I are here to support you. Please let us know how we can help you from this point forward.

Emet.