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Got a Product Authenticity Claim and Amazon is Asking for Impossible Proof.

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A short while ago I had a buyer file a Product Authenticity Claim and then reach out to us. They were confused that the logo on a Baseball card didn’t match the player’s team. It was a simple and widely known error card and is commonly sold on Amazon, eBay, etc. I have since even purchased one on Amazon just to show Seller Performance.

The buyer, once we chatted, went away satisfied… no A to Z, no negative feedback, return or refund. Problem is, the Buyer rang the PRODUCT AUTHENTICITY bell and I can’t unring it. I have appealed to Amazon, who now has my otherwise perfect account as AT RISK. They didn’t even tell me I’d been hit, I just discovered it with the new Seller Performance page. So, I’ve been fighting it over and over and they just keep sending me this:


Hello,

We still need more information about the items at the end of this email. Please reply to this email with copies of invoices or receipts that include the following:

    • Supplier information (name, phone number, address, website)
    • Buyer information (name, phone number, address, website)
    • Invoice date (must be issued in the last 365 days)
    • Item descriptions
    • Item quantities

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.

To talk to someone about this email, ask our Seller Support team to contact you (https://sellercentral.amazon.com/hz/contact-us).


So, keep in mind that our business is selling trading cards. We buy thousands and thousands of cards each year and list them for sale. Some go up, some go down. We hold them all. As such, their request is IMPOSSIBLE to effectively answer. They are requiring a receipt from within a year. Does this mean that you can only sell items on Amazon that are purchased from within the last 12 months? How many items would this rule out across Amazon? What if you are selling an electronic purchased 13 months ago? Unless I’m reading this wrong, there is no invoice that would be accepted, right? Has to be within 12 months.

All the other details? We bought the item on eBay the year it came out …. years ago. Probably 2012 and have let it mature selling all the way. That being said, I bought one on Amazon after this happened and showed that to them. No response. They just sent me the list above again as if I had never sent anything.

This is a scary precedent for all of us sellers. Someone- a competitor- could just file a complaint for an item you’ve had listed more than a year and you’re in peril. It blows my mind that I am guilty until proven innocent. And it’s harder to accept that there is no one on the other side at Amazon who can apply some common sense. I’ve cc’d the Collectibles team and no response there either. I even spoke with a kind rep who said he could see that this was all an error and would “escalate it.” That was weeks ago.

Any advice Amazon seller family?

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Aren’t baseball cards sold in mystery packs?
If you sell cards do you not have thousands of recipts for boxes of cards?
you should have mnay boxes from the past year.
just submit them.

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Good idea – the thing is, if the card was issued in 2012, they would at least need invoices for having purchased cases or packs of the 2012 cards…that being said, Amazon can be so dense that they would totally overlook when the card was issued and approve based on current invoices for new cards.

Who wants to try to deceive Amazon, though? Not really a good way to get back in good graces…

What a ridiculous situation, OP.

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