Got authenticity complaint due to customer comment and invoices getting rejected despite the invoice coming directly from the brand owner himself.
I have been selling on amazon for 3 years and have always sold authentic products.
Reselling 99% directly from the brand owner or some from the authorized distributors.
Recently got an authenticity complaint due to customer comment which normal for amazon we are used to it as it happens every now and then after months.
But the account health support team is getting worse and worse by the day and they keep rejecting invoices directly from the brand owner saying they were not able to verify the supplier.
Even though the invoice has the brand website their name and address all of our information on the invoices.
The invoices also cover all the units sold within past 365 days.
It feels like the invoices are not looked at by human beings instead by amazon auto bots and getting rejected without any ground.
Account health support as usual not helpful just reading the same information provided in the email notification and telling you to resubmit .
i spoke to account health representative she asked me, “how do I make sure that my suppliers are authentic I gave her an example. I said if I am standing in a Nike store and if I’m buying from Nike directly, how can the Nike shoes be counterfeit so the invoices that I have submitted are directly from the brand owner and it has the brand owners website. How could they be counterfeit and she kept repeating the same thing saying that how do you make sure that the product you’re buying in Nike store is authentic, it’s like they don’t even give training to staff that they are hiring.
I gave her an example if I’m standing in Apple Store and if I buy an iPhone, do I still need to make sure that I’m buying an authentic product she goes to me Yes please you need to provide documents to show that you did your investigation that this Apple Store product is authentic.
Obviously the product in question is not from Apple or from Nike. This was just an example I discussed with her obviously, the brand under discussion is not mentioned in this context for privacy purpose.
if anyone from the Amazon account management team is reading this. Please listen to the call and listen to the responses that were given by the account health associate and realize that the money being spent on these associates is worth less unless they have any information relevant to the context.
And please look into this as this is affecting my account thank you
Got authenticity complaint due to customer comment and invoices getting rejected despite the invoice coming directly from the brand owner himself.
I have been selling on amazon for 3 years and have always sold authentic products.
Reselling 99% directly from the brand owner or some from the authorized distributors.
Recently got an authenticity complaint due to customer comment which normal for amazon we are used to it as it happens every now and then after months.
But the account health support team is getting worse and worse by the day and they keep rejecting invoices directly from the brand owner saying they were not able to verify the supplier.
Even though the invoice has the brand website their name and address all of our information on the invoices.
The invoices also cover all the units sold within past 365 days.
It feels like the invoices are not looked at by human beings instead by amazon auto bots and getting rejected without any ground.
Account health support as usual not helpful just reading the same information provided in the email notification and telling you to resubmit .
i spoke to account health representative she asked me, “how do I make sure that my suppliers are authentic I gave her an example. I said if I am standing in a Nike store and if I’m buying from Nike directly, how can the Nike shoes be counterfeit so the invoices that I have submitted are directly from the brand owner and it has the brand owners website. How could they be counterfeit and she kept repeating the same thing saying that how do you make sure that the product you’re buying in Nike store is authentic, it’s like they don’t even give training to staff that they are hiring.
I gave her an example if I’m standing in Apple Store and if I buy an iPhone, do I still need to make sure that I’m buying an authentic product she goes to me Yes please you need to provide documents to show that you did your investigation that this Apple Store product is authentic.
Obviously the product in question is not from Apple or from Nike. This was just an example I discussed with her obviously, the brand under discussion is not mentioned in this context for privacy purpose.
if anyone from the Amazon account management team is reading this. Please listen to the call and listen to the responses that were given by the account health associate and realize that the money being spent on these associates is worth less unless they have any information relevant to the context.
And please look into this as this is affecting my account thank you
15 replies
Seller_HQerbXR6ooGny
A case Id 15174536911 was opened through account health team on second call to a different associate .
Anyone from management please escalate as its very delicate matter when it comes to account health.
@Troy_Amazon@CR_Amazon
@Jim_Amazon
Thanks
Seller_y7K2usRrDUAe8
Reselling 99% directly from the brand owner or some from the authorized distributors.
Recently got an authenticity complaint due to customer comment which normal for amazon we are used to it as it happens every now and then after months.
Did you provide the LOA from the brand owner that's assigned to you, as well as the LOA from the brand owner assigned to the authorized distributors?
Amazon support may not say that explicitly, but USUALLY, that's what they are looking for (which I know, is infuriating that they can't just say it directly/specifically).
Seller_HQerbXR6ooGny
@Troy_Amazon@Jim_Amazon@CR_Amazon
Can you kindly look into it I have also provided case ID and the issue is still pending in my account health
Seller_xlf3vF516IRli
Highly suggest getting a LOA from the Brand Owner in question if you are getting invoices from them already, a LOA specifically allowing sales on Amazon is what they ultimately want in addition to the invoices. They won't tell you that, but that's what they want.
Seller_TvaTXH61RRGLO
Yes, they are right, if you are in the Nike store and buy Nike shoes you can not sell them on Amazon. Change Nike with any brand you would like.
Seller_hODH4FUcgSmru
account health can be so frustrating! Hey by the way every thread I ever read has people on it saying to get an LOA and that’s what Amazon wants. If that’s what they wanted, they would request it, and they have for some brands for my store. These people telling you this are your competitors and they are using dirty scare tactics…don’t listen.
Anyway this has happened to me in the past…I’ve send them pictures of the product page on their website and highlighted the upc and/or product code on the site (screenshot), my invoices, and screenshot the listing with the same code and/or upc visible and highlighted with the hero image on the listing and website also visible. Sometimes you have to spell it out for them.
Seller_2VhiChpzJicwq
Beside the address, does your invoice include Manufacturer's Email, Phone Number and Website from Manufacturer? Your company name, address, email, phone also need to be in the invoice as well.
LeviDylan_Amazon
Hello @Seller_HQerbXR6ooGny,
Thank you for providing insight into the issues you are experiencing with your account.
My goal is to give you further assistance. I would like to forward your information to continue researching this matter further. Please continue to post any relevant information in relation to this topic, such as a case ID or performance notification received, so it can be addressed and forwarded as well.
Wishing you the best,
LeviDylan
Seller_zinnr9HADdMb2
Hate to say this but hang up and call again and if needed, again....and again. I can usually get someone who knows what they are doing in 2-4 calls. UGH!
Seller_8KOzEXV68qOpd
Same thing has happened with me and still there is no one to provide the solution.
