We are struggling to reinstate our listing for a certain ASIN due to an Intellectual Property/Authenticity complaint.
We submitted a comprehensive Plan of Action (POA) and all required documentation, including:
Invoices: Multiple invoices from the official brand distributor.
Supporting Documents: Email threads directly from the brand verifying the validity of the invoices and the order/tracking information.
POA: Detailed plan outlining our compliance process.
Amazon keeps rejecting the appeal, stating specifically that the “invoices are invalid, altered, or cannot be verified.” This is frustrating because the documents are genuinely issued by the official distributor, and we have the brand’s email confirmation stating they are authentic. We suspect the issue might be with Amazon’s internal verification process, or perhaps the format of the invoices themselves.
Has anyone successfully overcome an appeal rejection where Amazon insisted the genuine, unmodified invoices were “altered” or “invalid”?
Contact account health team on call. This normally solves these sort of issues. If they see everything is in place they will push for an internal review which will resolve the issue.
This situation is unfortunately very common, and many sellers have gone through the same loop where Amazon keeps saying “invoice invalid/altered/cannot be verified” even when the documents are completely legitimate and verified directly by the brand. The core issue is that Amazon’s verification is automated for the first several passes, and if anything even slightly deviates from their internal expectations (layout, missing fields, branding inconsistencies, missing phone number, distributor address mismatch, or the brand not replying to Amazon fast enough), the system rejects it without a human review. Most sellers who eventually fix this follow a very specific escalation pattern.
Here’s what usually works when genuine invoices keep being rejected:
First, simplify your appeals because long POAs get ignored and stick to a short structure focusing only on verification rather than compliance. Next, attach the invoice again but also attach the original email from the brand as a PDF screenshot, including the sender details, timestamps, and the company domain so Amazon can verify the distributor exists. Then include the distributor’s public phone number and website, and explicitly write that Amazon has permission to contact them. Many sellers also get the distributor to send an email directly to Amazon at the performance address listed in your notification, stating “we confirm invoices X, Y, Z issued to seller ABC are authentic.” That often triggers a manual review within 24–72 hours.
If the system still auto-rejects, the turning point is usually escalation.