Has been visiting the forum regularly but been quiet all the time. Would like to seek some advice on Product Authenticity Complaints.
We received this notice in mid Nov on one of our listing (one of the variation) and after carefully researching, we figured it might be triggered by some…….
We appealled by sending in our manufacturer’s invoice quickly, but never heard back. After about a month and slightly more, we decided to follow up and send in the appeal again, still no luck with the email address we appealed. However, we received a notification quickly via seller central requesting for invoice :”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 quantities ”
by replying the notification email quickly, we received another notification in about an hour saying:”Hello,
Based on the information you provided, you may not sell these items on Amazon.com. We removed your listings for these items: …………”
The item is produced for us only by the manufacturer and has been selling well for over 2 years. The invoice we provided is the original manufactuer’s invoice with all the necessary information except website. The invoice does include some other items as well and we didn’t specifically pointed out which one is the item in question.
Our question is:”Should we appeal again? with the same invoice or any additional information? What if we don’t?”
If you contacted them again having not heard back yet the first time, that would have triggered the “need more information” auto-response.
Once you send in proof or appeal, you need to not do anything until they reply.
You might want to post the notification you got from Amazon here so we can take a look at it.
“Inauthentic” can mean a lot of things. If you are having the piece manufactured and nobody else is selling similar, it can mean a buyer thought it was something else because they misread or it is too close to someone’s trademarked design. If that is the case, your invoices do no good. You need to do the best you can to determine why someone or a brand owner possibly, questioned it.
I am guessing you sell jewelry?
That is a difficult category to win an appeal in, you need to comb over your listing for any word or phrase that might legally binding. You can be whacked even if an item is 1/10 of mm off in size or .1 of gram in weight off. There a lot of terms that you can’t use.
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