We received a customer IP complaint on one of our ASINs 4 months ago, which we successfully resolved by submitting an invoice from our supplier. Now, we’ve received another IP complaint on the same ASIN, but this time Amazon is not accepting the invoice from the same supplier, even though the invoice pattern is exactly the same as before.
Why would Amazon reject the same type of invoice this time? Has anyone experienced something similar? Please share your thoughts and experiences regarding the invoice patterns that are more likely to be approved by Amazon.
So you received an IP complaint, had it removed, and then continued selling the same ASIN? If the brand has issued an IP complaint, it’s clear that they don’t want you to sell their products. Even if Amazon has removed the IP complaint or is allowing you to sell, it doesn’t mean you should continue selling that brand. It’s best to stop selling that ASIN to avoid further issues.
Amazon have become alot stricter recently. What they used to accept they wont accept anymore. Is the supplier an authorised distributor or brand direct?
Sorry. This was not IP complaint by brand instead this was Customer complaint regarding product authenticity. And it was removed by submitting invoice. Now we also received customer complaint on same ASIN and also our account went into under review for identity and supply chain verification through instant video call. Could you please suggest beneficial tips to pass this verification successfully.
Distributor is authentic but not directly authorized or given by brand. In past we had used it’s invoices for ungating purposes and also for removing customer IP complaints.
Okay, I understand now. You will need to provide all the documents and information to prove that you are selling only genuine products. This includes invoices, tracking numbers/links, bank statements, waybills, commercial invoices, supplier details, website, and screenshots of communication between you and the supplier.
Thank you for your response. Is there a specific sequence for submitting supply chain documents, such as which document should come first and which should follow? Also, can we merge all invoices, their related tracking numbers, bank statements, supplier details, and website information into one PDF, or should we create separate PDFs?
What is meant by ‘communication between me and the supplier’? Does it refer to order confirmation emails and order shipped emails, or something else?
It’s better to read all the posts about Section 3, as many have explained how they provided the information. I know you didn’t receive Section 3, but it will help you understand how to submit all the required information.
In short, yes, merge all the documents into one PDF, highlight the important information, and rename the PDF using the ASIN.
In this case, Letter of Authorization from Brand or supplier’s supplier invoice is also required or we just need to provide the documents from where we purchased our products?
Just provide what you have. It’s not a must to have an LOA or a supplier invoice, although it would be great to have them. I have hundreds of people who passed these verifications without having these.
You mentioned adding ‘tracking numbers/links.’ Can you elaborate on what you mean by links? Sometimes our tracking information expires; what should we do in those cases? Is it enough to just mention the tracking number since we can’t add a screenshot of the entire tracking history in cases where the information has expired?
Sorry for the misunderstanding, but our distributor is not purchasing directly from the brand. They are sourcing from other vendors. I don’t know if these other vendors are buying from the brand or not.
In my experience, this is where it gets tricky. Amazon wants to see a supply chain linked to the manufacturer. Could you contact the distributor and ask if they are purchasing from an authorized distributor? This might help clarify the situation.
Hello,
I have the same problem, I received ip complain, after uploading the invoices I was unblocked but after 1 month I received the complaint again.
This time I resent the invoices but Amazon says it doesn’t have enough details to remove IP complaint.
I don’t understand how the first time the invoices were good and the second time they were not.
Finally, now I called and attached the invoices from the manufacturer to supplier and from the supplier to us to prove supply chain.
The complaint is made about parallel import, but we clearly proved where the products come from (Direct from the manufacturer).
We called the manufacturer and they confirmed that they are not making this complaint and that the credentials from the Amazon Brand registry were sent to a seller ( competitor seller), but only for representation and not for exclusivity, because we find the product in authorized distributors, so no one can have exclusivity on a free market even on Amazon. I call Amazon and they say that are free market and if the products that sell are in distributor we can sell without problem.
Unfortunately, this is a very common problem which I frequently witness many sellers having. The manufacturers and brand owners are often not experienced enough with Amazon, which results in them providing Brand Registry access to random resellers in good fight. They will then abuse their control over the Brand Registry to take down unwanted sellers.
In this case, I believe that your supplier should regain their control over Brand Registry and withdraw the complaints.