Urgent Help Needed: Product Authenticity Complaint and Amazon Requirements"
Hi everyone, I wanted to ask if I received a complaint about the product's authenticity from a buyer, and I have the invoice that I submitted as per Amazon's requirements. However, Amazon did not accept it, stating that the seller's (name, number, address, and website) should be mentioned. But I don't have a website, and secondly, I wanted to know if I get the correction done by the brand, should I mention the website link? Secondly, should I put my name or the store name I am operating under in the correction? Kindly, could someone help me with this? It's urgent.
Urgent Help Needed: Product Authenticity Complaint and Amazon Requirements"
Hi everyone, I wanted to ask if I received a complaint about the product's authenticity from a buyer, and I have the invoice that I submitted as per Amazon's requirements. However, Amazon did not accept it, stating that the seller's (name, number, address, and website) should be mentioned. But I don't have a website, and secondly, I wanted to know if I get the correction done by the brand, should I mention the website link? Secondly, should I put my name or the store name I am operating under in the correction? Kindly, could someone help me with this? It's urgent.
19 replies
Seller_7LrAV0m5llaI7
This sounds like you are going to be doctoring an invoice. Amazon doesn't like falsification of documents either.
It sounds like your document you have is a receipt, not an invoice.
Seller_Hi7wbO2Kbo6bl
Your website etc is not what Amazon is looking for find on that invoice.
The invoice should provide information about that seller -- the seller you purchased from.
As stated above -- do not alter a document. It is most likely that the seller you purchased from is not the kind of source Amazon would approve. That kind of supplier would have all that information printed on the invoice.
Emet_Amazon
Hello @Retailing_Hub,
Thank you for posting your authenticity concerns.
I wanted to ask if I received a complaint about the product's authenticity from a buyer, and I have the invoice that I submitted as per Amazon's requirements.
To reactivate your listings and for your inventory to become eligible for removal, you need to provide copies of invoices or receipts from your supplier issued in the last 365 days for the ASINs listed at the end of this email.
-- Supplier information (name, phone number, address, website)
-- Buyer information (name, phone number, address, website)
-- Item descriptions (for ease of our review, you may highlight or circle the ASINs under review)
-- Item quantities -- Invoice date (must be issued in the last 365 days. You may remove pricing information, but the rest of the document must be visible. For ease of our review, you may highlight or circle the ASINs under review.
As you’ve mentioned you had a concern with a customer complaint that resulted in an authenticity complaint. You recently provided this updated information, these appear to be general requirements for an invoice, not specifying any specific reason for rejection. You can also see them on our responsible sourcing help page.
You have to prove to Amazon that the invoice is yours.
Reading between the lines it appears that the merchandise was shipped to a STORE but your AMAZON ACCOUNT is not in the name of the store. It's in YOUR name.
Here @NEVERLAST provided a very valid point, that the goal of these documents is to verify who you purchased the products from are an authorized distributor of authentic products, and that you and your company received these products.
Does your information on the documentation 100% match the details of your store, or do they reference someone else?
I wanted to know if I get the correction done by the brand, should I mention the website link?
Amazon doesn't like falsification of documents either.
do not alter a document.
Both @JPart2 and @bookwormapril made good points on making sure that you do not provide altered documentation, as this will lead to a more difficult situation.
When you mentioned getting corrections done by the brand, are you sourcing your products from the brand directly, manufacturer or authorized distributor? Why does your supplier not already include their business information on their documentation? The concern is also very unlikely that you yourself do not have a website.
You may need to work with your supplier or brand to provide proof of authenticity, if there was an error on the document, you will likely need the brand to provide the correct documentation along with an explanation as to why the documents were incorrect originally.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_XJk5RkDQR39p0
If a buyer complains about authenticity it's usually another seller—an attack. IMHO. It's happened to me in the past.
Seller_R2dP7Hunjcdj0
The Wholesale Invoice that Amazon will accept the following:
WHOLESALE DISTRIBUTOR / MANUFACTURER COMPANY INFO. Full name, address, and Contact info.
YOUR COMPANY INFO. Full name, address, and Contact info.
DETAILED PRODUCT INFO. Item number, Description and cost (which you can redact).
MINIMUM QUANTITY PURCHASED. Every Amazon ASIN that I ever needed to apply for Brand Approval required the purchase of at least 10 units of the product in question or which is gated under the same Brand approval restriction.
If your Invoice lacks these sections, Amazon will NOT accept it as an Authorized and Legitimate Wholesale Invoice.
Which means, IF you cannot produce a Wholesale Invoice that is recognized as Authentic, the IP Complaint you received may indeed be genuine, and your product may indeed be inauthentic.
If so, and you are FBA, you better hope you can still get it back. If FBM, you just have to hope that this is not a regular occurrence with you, and that Amazon will NOT suspend you for selling what THEY consider to be "Counterfeit" product on Amazon.
Good Luck!
Seller_hMIK0M9OsKb5U
Sorry I have had a similar experience. They approved the invoice, then a month later, disapproved the item they had just approved. Sent again and highlighted each point of request and sent it to them and still they denied it. Then appealed and sent them the just newly restocked invoice, denied again. (Huge company's wholesale invoice which I am an authorized reseller of the brand - in case it comes up)
Still sell out of the same item on Walmart each year (Seasonal item). Decided to just not sell it here anymore since the staff obviously cannot read invoices. Hopefully you have other options.
