I need suggestions. We received an authenticity complaint because we accidentally shipped inventory to Amazon without transparency codes, which triggered an issue in the system.
We have all the required documents, and I’ve tried multiple times to resolve it, but every time my application is rejected with the explanation that my invoices are not acceptable.
We are the exclusive distributor of the brand in that region and have their Brand Registry, but none of this seems to work.
I need advice. Does accepting the complaint negatively impact our account health?
Accepting the complaint could negatively impact your account health, as it may be reflected in your Account Health Dashboard and affect your overall performance metrics. Instead of accepting the complaint, focus on providing Amazon with the precise documentation they require. Ensure your invoices clearly include the supplier’s details, your purchase quantity, and dates, and that they match Amazon’s format requirements. You can also contact the Amazon Account Health team directly for clarification or escalate the issue through a support case. As a last resort, consider involving legal or compliance professionals to help resolve the matter without conceding the complaint.
Ask your distributor to get in touch with the responsible person that enrolled the product in the transparency program. Ask them to provide some code for your products.
First, accepting the complaint means acknowledging the issue, which can reflect negatively on your account health. While it won’t outright destroy your account, it does signal to Amazon that there was a valid authenticity issue, which can make future challenges more complicated.
Since you have all the documents and are the exclusive distributor, the focus should be on reworking your appeal. It’s critical to emphasize in the appeal why the transparency codes weren’t included, framing it as a procedural oversight rather than a question of product authenticity. Be specific: explain the chain of events, include evidence showing your exclusive rights (brand registry documents, contracts, etc.), and demonstrate corrective actions, such as ensuring future shipments will include transparency codes.
At this point, Amazon might be rejecting your invoices because they don’t align with their expectations. Double-check if the invoices meet their guidelines: are they recent, detailed, and directly tied to the ASINs in question? If the issue is still unclear, a phone call to Account Health could provide clarity on what exactly they need to accept your documentation.