Customer complaint about product authenticity, how to resolve it?
A customer complaint about product authenticity, and as a result, Amazon deactivated the SKU’s listing. Now, to reactivate it, we need to submit an appeal. However, Amazon is asking for invoices from the supplier for the past 365 days, which isn’t possible because we are the manufacturer of the product. We have already submitted documents such as the company registration certificate, ISO 9001 certification, and trademark application, but Amazon replied that the information provided is not sufficient. What is the solution to this?
Customer complaint about product authenticity, how to resolve it?
A customer complaint about product authenticity, and as a result, Amazon deactivated the SKU’s listing. Now, to reactivate it, we need to submit an appeal. However, Amazon is asking for invoices from the supplier for the past 365 days, which isn’t possible because we are the manufacturer of the product. We have already submitted documents such as the company registration certificate, ISO 9001 certification, and trademark application, but Amazon replied that the information provided is not sufficient. What is the solution to this?
3 replies
Abella_AMZ
Hello @Seller_yTqRKb5NZPFxE,
This is Abella from Amazon to assist you.
Thank you for providing details about your account situation. I understand your concern about Product Authenticity complaints.
In order to ensure that customers can shop with confidence on Amazon, we request additional information from sellers to confirm the authenticity of certain products. The sale of counterfeit products on Amazon is strictly prohibited. Amazon has several product detail and listing policies to ensure customers have a consistent buying experience and receive items in the condition they expect.
It does appear the current situation exceeds our ability to assist in this space, we have forwarded your information to the concerned team to continue researching this matter further.
Would request you to kindly keep a check on your performance notification for further communication, you can expect assistance at the earliest as we cannot promise a specified time, appreciate your patience.
If you need any further assistance, you can post here so that we or any of the sellers on forum can help you.
Regards,
Abella.
Seller_EsNtcj8fIDzaZ
I will proper guide , how to verify our products on what's app and official website
