just received this violation on my Account Health page.
It probably appeared very recently, as I checked the page yesterday and the violation wasn’t there.
Violation appeared as “Product Authenticity Customer Complaints”, but when I click on it - it shows as “Suspected Product Authenticity Issue” - the listing is removed and I can see Account Health Impact Rate is showing as “High”, though I haven’t noticed any impact on the score number yet.
The ASIN I buy from authorised distributor (not retail), I have the invoices.
When I called the Account Health team, they said there was no customer complaint, it’s just Amazon suspects something, so they flagged the ASIN. A bit confusing.
In the past I had an actual customer leaving feedback that they thought another product was “fake” - at that time it was clear customer feedback, and I submitted invoices - which were only accepted after my distributor added EAN and Brand name to the line on the invoice (they typically produce invoices with item Title, without including Brand name specifically). The original invoices were submitted 3 times and were rejected, only the invoice with added EAN and Brand name was accepted at a time.
However, I don’t feel that Amazon will always be accepting the invoices after I ask my distributor to add additional information.
For this new violation, shall I keep sending them original invoices? Anyone had similar violation?
Hi, this looks like a suspected authenticity flag, not a customer complaint. Amazon likely flagged the ASIN due to missing or unclear product details but you have to follow some steps;
Submit a clear invoice with your business info, distributor details, brand name, and EAN/UPC. If missing, ask your distributor to revise the invoice.
Add a short note confirming you source from an authorized distributor and attach the updated invoice.
Follow up with Account Health if needed. To avoid future flags, ask your distributor to always include brand and EAN on invoices.
Let me know if you still need more help or guidance regarding this
As I outlined in my post, my distributor just don’t include EANs or Brand names, i don’t know why, but seems like their process.
Previously when I dealt with actual customer complaint, I submitted the invoice 3 times, it was rejected, and only after I asked my distributor to manually add EAN and Brand name, it was accepted.
But I do worry Amazon might see it as altered invoice?
Some more info - I checked all messages and actually found that a buyer was inquiring about this item 2 weeks ago.
He said he was planning to buy it, and if we have any more in stock.
Earlier that day we received an order on last item, so I responded by saying “no, we have pending order on last item, but we have secured further 10 items from Bandai, which we expect will arrive from Japan around August”
Buyer then asked if we sell only new items or if there were any returns - I responded no, that my stock all has labels and is not co-mingled.
Co-incidentally, now I can see that detail page was removed probably on that day - 14 days ago.
So what this conversation caused Amazon to action something? Or maybe the buyer has complained about previous purchase?
Amazon’s algorithm is flagging potential authenticity issues, and their standard of proof has gotten much stricter. Even legitimate distributors often provide invoices that don’t meet Amazon’s current requirements.
What you need from your distributor:
A letter of authorization confirming you’re an authorized reseller
Enhanced invoices with all brand identifiers
Contact verification - Amazon may reach out to verify the relationship
Long-term strategy: This is exactly why having proper distributor agreements upfront is crucial. The agreement should specify that invoices will include all necessary Amazon compliance elements.
My current submission was denied.
I called Account Heath team, and they said it was denied because the team tried to call my supplier and it was “out of hours”.
They also said my invoices looked a “bit basic” - no idea what it means.
That a format my supplier uses, it has all information, my address, their address, all contact information and ASIN, which I highlighted.
I called my supplier and they said nobody from Amazon called them. Same phone number as on the invoice.
thank you for joining here. I am sorry to hear that you are experiencing issues with a Suspected Intellectual Property Rights Infringement Complaint.
Please note that mere Suspected Intellectual Property Rights Infringement Complaints would not lead to a High impact note. Because these can genuinely need to account deactivation.
Suspected complaints normally relate to trademarked terms being present in your listings. If you remove them, this will lift the violation.
Sometimes, multiple trademarked terms relate to a single product, such as in cases of brand collaborations. In such case, you will need a written and signed letter from the rights owner authorizing you to use the intellectual property.
Could you post a screenshot of the violation? Because it seems like it’s more likely the Authenticity Complaint, because these come with high impact.
I hope this helps. Please feel free to post here whenever you need help.
Thanks, not sure though why you refer to intellectual property complaint, I didn’t receive it.
My complaint is related to suspected product authenticity complaint
