Product Authenticity Complaints Violation

Account Health Product Authenticity
1

Hi,

I’ve received a Product Authenticity Complaints violation on Amazon (FBM), where a customer claimed the product I sent was fake, even though it wasn’t. I purchased the item from a very reliable retailer. However, this violation has caused my Account Health Rating to drop to 200.

Here’s the situation: after the customer purchased the item, I realized I didn’t have it in stock and had a different model. So, I bought the correct item from the retailer a few days later to fulfill the order. Amazon is now requesting an invoice to remove the violation, but the invoice shows the purchase date, which is after the customer made their order. I’m concerned that submitting the invoice may raise more issues. Would it be better to let the violation drop off after 6 months instead of submitting it?

Additionally, I often buy products from boot sales. If someone complains about product authenticity in the future, what’s the best way to handle it, especially when there may not be an official invoice?

I’d appreciate any advice you could offer.

2

It sounds to me that you are not taking adherence to Amazon policies with any seriousness.

You listed an item you did not have, you had a different model. Why?

You bought an item from a retail store. Retail receipts are sometimes accepted but more and more they are not.

You buy goods from boot sales. Really? And you are happy to prove to Amazon that they are genuine? How? The only way is by cheating.

My suggestion if you want to survive on Amazon is to change your business model or if not, stick to ebay. You can sell anything there, fake or not.

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3

Hello @Grant,

welcome to the forum! I am sorry to hear that you are experiencing issues with authenticity complaint. Unfortunately, I believe that your business would be more suited to eBay.

Yes, there are many retail arbitrage sellers who are successfully trading on Amazon without issues, but these sellers have 5+ years old accounts.

A new account will get asked for invoices in case of every complaint, while an established account will be able to keep selling.

Definitely don’t submit invoices showing a date after you already sold the product. Acknowledge the complaint and delete the listing.

Also, my recommendation is that you remove any listings for which you don’t have stock / invoices and focus on sourcing wholesale goods from reliable suppliers for the first 2-3 years of your trading.

I hope this helps. Please feel free to post here whenever you need help.

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