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Inauthentic Complaint - How do I respond

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I received the below email from seller performance, the first I have ever received in my time selling here. The item in question is absolutely authentic, ordered directly from the manufacturer, and I have the invoices to prove it. Do I just respond with copies of the invoices and say “see, they’re authentic”, or what?

Hello,

We have removed your listing because of a buyer complaint about the condition of an item they received from you. The listings we removed are at the end of this email.

If you would like us to reinstate your listings, please reply to this email with a plan that explains

The issues that caused the complaints.
The actions you have taken to resolve the issues and prevent similar complaints.
For “inauthentic” complaints, include the following information:

Copies of invoices or receipts from your supplier issued in the last 365 days. These should reflect your sales volume during that time.
Contact information for your supplier, including name, phone number, address, and website.
You can send .pdf, .jpg, .png, or .gif files. These documents must be authentic and unaltered. We may call your supplier to verify the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information.

We will review your information and decide whether to reinstate your listings. If we receive more complaints about your listings, we may not allow you to sell on Amazon.com.

You can see the health of your account in the Performance section of Seller Central.

To learn more about our policies, search for these topics in Seller Central Help:

Prohibited Seller Activities and Actions
Product Detail Page Rules
Condition Guidelines
To talk to someone about this email, ask our Seller Support team to contact you.
Contact us

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They asked for more than invoices, since this was a customer complaint, and they said “condition.” That can mean a lot of things.

If it’s FBA, could be a return that Blind Billy the Return Inspector decided looked OK and he didn’t notice it had been opened and used. Make sure repackaging is disabled if you are using FBA.

Product packaging could have been dinged in shipping.

It’s easier if the customer did complain to you or left feedback. Otherwise can be a shot in the dark.

If your product was new, fresh, factory direct from the brand owner, then include the receipts to prove authenticity.

Also look at those listings Are they at all misleading? Sometimes customers don’t read well and expected something different. If you can get the customer to talk to you, that helps.

But you do have to do a plan, so come up with one and post it here before you send it. You don’t often get more than one whack at an authenticity complaint and if you don’t hit the nail on the head, you may not be able to sell that product again, just because an ESL from another country has no idea what happened So keep the language very short simple and to the point.

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A verified buyer posted a review on the 21st suggesting that the item she purchased wasn’t authentic. She also claims in a second review that a different model from the same manufacturer is also fake and has filed a report with Amazon (B003U7CVCU).

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