I need assistance regarding the appeal process. Here are the details:
The customer placed an order on Fri, Apr 18, 2025, 1:03 AM PDT.
On Tue, May 20 sent us a private message that says: “The bottle does not look like the picture, I’m wondering if this is the real product or a knockoff?”
Looks like the manufacturer has replaced the vision of the product with new one. Several days after the message from the customer, I received: “We have removed your listing because of a buyer complaint about the authenticity of an item they received from you.” from Amazon
Complaint Type: Inauthentic
ASIN: B003SDY5CK
Now I would like to appeal as my account health is decreased. I have an invoice from our supplier (Pharmacy Store) located in Europe. The pharmacy is not the official representative of the brand but it’s working with pharmaceutical warehouses and they ordered the items from the official representative of the brand. The invoice is in a foreign language not in English. I would like to know if this invoice will be accepted by Amazon team in order to proof that my product is authentic and legit?
welcome to the forum and thank you for joining! I am sorry to hear that you are experiencing issues with Customer Product Condition Complaints.
Do you necessarily need to continue selling the product? If not, there is an option to “acknowledge” the violation and then the defect would disappear.
Also, the invoice may get accepted, even if it is not coming from the manufacturer.
I hope this helps. Please feel free to post here whenever you need help.
To appeal the inauthentic complaint, you should submit a concise Plan of Action (POA) along with your invoice, even if it’s from a European pharmacy that isn’t the official brand distributor. While Amazon prefers invoices from authorized distributors or manufacturers, they may still accept yours if it clearly shows the product name, quantity, purchase date (within 365 days), and the supplier’s full contact details. Since your invoice is not in English, you should include a professional translation alongside the original to ensure clarity. In your appeal, explain the visual discrepancy (updated packaging), confirm product authenticity, and describe steps you’ll take to prevent future confusion, such as updating images and verifying changes with suppliers. The stronger your documentation and proactive approach, the better your chances of reinstatement.