Handling Customer Product Condition Authenticity Complaints on Amazon

If you received a notification from Amazon informing you that one of your ASINs is subject to a customer condition complaint, this article will guide you through the appeal process.
Don’t worry, receiving a Policy Warning like this doesn’t necessarily mean that your buyer actually received his order counterfeit or that you sold fake items.
Product Condition Customer Complaints are detected by bots after scanning your Seller Feedbacks, Product Reviews, returns or A-Z claim comments” rather than being knowingly submitted by buyers.
You should have the option to appeal after clicking on the button in the Account Health section of your account.
Here is an example wording of a Customer Product Authenticity Complaint on Amazon:
Hello. We have removed your listings because of a buyer complaint about the authenticity of an item they received from you. If you have FBA inventory of the items causing “inauthentic” complaints, they are currently ineligible for removal. The listings we removed are at the end of this email. If you do not appeal this decision in 90 days, any FBA inventory of the item that caused “inauthentic” complaints may be destroyed at your expense. If you would like us to reinstate your listings, please send us a plan with actions you took to resolve the issue and prevent similar complaints. Get help creating your plan in Seller Central Help Ittos://sellercentral amazon.com/gp/help/200370560). To send us your plan, click the Appeal button next to this email on the Performance Notifications page in Seller Central. Also include the following information for each ASIN: •Copies of invoices or receipts from your supplier issued in the last 365 days. These should reflect your sales volume during that time. Contact information for your supplier, including name, phone number, address, and website. You can send pdf, jpg, png, or gif files. These documents must be authentic and unaltered. We may call your supplier to venfy the documents. You may remove pricing information, but the rest of the document must be visible. We will maintain the confidentiality of your supplier contact information. We will review your information and decide whether to reinstate your listings. If we receive more complaints about your listings, we may not allow you to sell on Amazon.com. The sale of counterfeit products on Amazon. com is strictly prohibited. If you cannot provide valid invoices or receipts for the items that caused inauthentic complaints, we may destroy your FBA inventory of these items at your expense. You can see the health of vour account in the Performance section of Seller Central. Leam more about our policies in Seller Central Help: Amazon Anti-Counterfeiting Policy (https://sellercentral. amazon.com/gp/help/201165970) • Policies and Agreements (https://sellercentral. amazon.com/gp/helo/521′ Prohibited Seller Activities and Actions (https://sellercentral. amazon.com/gp/help/200386250) Product Detail Page Rules https://sellercentral. amazon.com/gp/help/200390640) Condition Guidelines httos://sellercentral.amazon.com/gp/help/21 To talk to someone about this email, ask our Seller Support team to contact you. httos://sellercentral.amazon.com/hz/contact-Us You can see the health of your account in the Performance section of Seller Central (https://sellercentral. amazon.com/performance/dashboard. |
Normally, you will need to provide Amazon invoices which meet all of the following requirements:
-Supplier information (name, phone number, address, website)
– Buyer information (name, phone number, address, website)
– Item descriptions
– Item quantities
– Invoice date (must be issued in the last 365 days)
and a Plan of Action telling Amazon what you believe was the cause of the complaint, how you addressed it and how you will prevent the receipt of additional ones in the future.
You don’t need to admit your guilt. All they want is to explain them, what you believe caused the complaint – check your customer feedback, product reviews, returns comments…
Then they want to hear, how did you handle the issue, for example accepted any returns and carefully checked your entire inventory. Here you can tell them that selling inauthentic items is impossible for you as your products are sourced from reputable suppliers.
And the last thing is telling them, what will you do to prevent similar complaints in the future. For example describing all your items accurately, continuing to source supplies from reputable distributors…
This is all about handling the complaint and preventing them, not about you selling counterfeit products.
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Regarding Amazon Seller Performance, you can always participate in our Amazon Seller Performance – Friendly Advice – Worldwide group, where you will be very welcome.
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In case you are an Amazon Seller who needs help with Seller Identity Verification on Amazon, please feel free to watch my most detailed video on the subject, addressing all common questions:

As an Amazon seller, maintaining a healthy account status is crucial for the success of your business on the platform. Amazon continually updates and enhances the tools and features available to sellers to help them navigate their seller journey. One recent change that sellers may be aware of is the display of the “Account Health at Risk” status.
Previously, the “At Risk” Account Health status used to be displayed in a marketplace-specific rectangle which reflected that particular store’s state.
Now, Amazon Sellers will see a drop-down menu called “Account Health” displaying the number of “At Risk Stores”. This then expands to show more information, as pictured below:

At the same time, there is now an orange rectangle in the middle of the screen displaying the At Risk status in the specific store as well (below):

I hope you found this article helpful. If you are experiencing issues with your Amazon Seller Account and your Seller Account already received a warning or is under a review, I can help you resolve the matter.
If you would like to hire me to privately assist you, feel free to subscribe and reach out through my dedicated assistance page at www.onlyfans.com/kikaangelic, where I provide support with Amazon related matters in exchange for a small $24.99 fee. Alternatively, you can post into my free public discussion forum for Amazon Sellers, where I will answer your question.
To stay in touch, feel free to join and post into my large Amazon Seller Performance – Friendly Advice – Worldwide Facebook group, where you will be very welcome.
Many Amazon sellers recently started trading stocks and crypto currencies, hoping to diversify their income, which is a very good idea with all the uncertainty which comes with the platform. For this reason, we launched a new Facebook group, Crypto Arbitrage Income (Bitcoin, Crypto, Altcoins, Blockchain, Trading) – feel free to join us and forget about the troubles of selling on Amazon for a moment!
Additionally, here you can watch my YouTube video, where I am presenting you several secret tips about appealing Amazon Seller Account suspensions (don’t be confused by the opening of the video, where I am enjoying a vacation – it’s a part of the story):
You will be automatically enrolled in EPR Pay on Behalf, unless you prove compliance by December 31, 2023

As Amazon sellers, staying compliant with various regulations and requirements is crucial for a successful and hassle-free selling experience. Recently, Amazon has announced changes related to Extended Producer Responsibility (EPR) compliance in Spain, which may impact sellers offering packaged goods. In this blog post, we will explain what EPR compliance entails and how Amazon is here to assist you through the Pay on Behalf service.
What is EPR Compliance?
Extended Producer Responsibility (EPR) is a concept that places the responsibility for the management and recycling of packaging waste on the producers or manufacturers of the packaged goods. In Spain, Amazon is required to ensure that packaged goods offered for sale by sellers not established in Spain comply with EPR requirements.
Amazon’s Pay on Behalf Service
If you are a producer not established in Spain and sell on amazon.es, Amazon will automatically enroll you in the Pay on Behalf service for the period from January 1, 2023, to December 31, 2023. This service ensures that Amazon reports and pays eco-contributions on your behalf for your packaged goods sales on amazon.es. The collected amounts are then recovered from your seller account.
How Does Pay on Behalf Work?
EPR Pay on Behalf allows you to continue selling on amazon.es without worrying about EPR compliance. Under this service, Amazon will handle the reporting and payment of eco-contributions on your behalf. This means you can focus on your business while Amazon takes care of the regulatory aspects.
The process of using Pay on Behalf involves Amazon reporting and paying eco-contributions for your packaged goods sales on amazon.es in 2023 and beyond. All the terms and conditions are specified in the EPR Requirements policy for third-party sellers in Spain, which can be found on sellercentral.amazon.es.
Learn more on our Pay on Behalf page.
Service Costs
You might wonder about the costs associated with the Pay on Behalf service. Amazon will charge your seller account with a service fee and the eco-contribution fees that Amazon pays on your behalf. Detailed service fee information will be communicated before December 2023. To learn more about the service fees, visit the Pay on Behalf page on Amazon.
Learn more on our Pay on Behalf page.
Opting Out of Pay on Behalf
If you prefer not to use the Pay on Behalf service, you have an option to submit a valid packaging registration number here by December 31, 2023. This ensures that you can manage your EPR compliance independently. For more information on how to submit a valid packaging registration number, you can refer to Amazon’s Help page.
In case you don’t have a valid packaging registration number, Amazon has designed the EPR Services on Amazon, a solution that helps sellers obtain a UIN (Unique Identification Number) and pay eco-contribution fees to PROs (Producer Responsibility Organizations) with the assistance of trusted service providers.
I hope you found this article helpful. If you are experiencing issues with your Amazon Seller Account and your Seller Account already received a warning or is under a review, I can help you resolve the matter.
If you would like to hire me to privately assist you, feel free to subscribe and reach out through my dedicated assistance page at www.onlyfans.com/kikaangelic, where I provide support with Amazon related matters in exchange for a small $24.99 fee. Alternatively, you can post into my free public discussion forum for Amazon Sellers, where I will answer your question.
To stay in touch, feel free to join and post into my large Amazon Seller Performance – Friendly Advice – Worldwide Facebook group, where you will be very welcome.
Many Amazon sellers recently started trading stocks and crypto currencies, hoping to diversify their income, which is a very good idea with all the uncertainty which comes with the platform. For this reason, we launched a new Facebook group, Crypto Arbitrage Income (Bitcoin, Crypto, Altcoins, Blockchain, Trading) – feel free to join us and forget about the troubles of selling on Amazon for a moment!
Additionally, here you can watch my YouTube video, where I am addressing everything you need to know about Seller Identity Verification and how to pass it:
Action required: Important information about your product listings – Explained

Many sellers contact me daily through my OnlyFans page, informing me that they have received documentation requests for their Amazon listings and are feeling helpless, unsure of what to do. Some have even deleted their listings out of fear.
If you recently received a concerning email from Amazon titled “Action required: Important information about your product listings,” don’t worry. This article will tell you what it means and how to properly address the matter.
Here, you can view a screenshot of such an email:

The text of the wording states:
Hello from Amazon, We are contacting you because you have listed products that require you to submit compliance documents. Click View Compliance Requirements below to see the list of affected products and submit the required compliance documents. If you do not submit the documents by the due date indicated for each product in this link, we may remove the affected listings. Why is this happening? This requirement helps ensure that products are compliant with local laws and safe for customers. How do I continue to sell the affected products? Click View Compliance Requirements to find out more information about the documents you need to provide for each product. Was there an error? If you believe that you do not need to submit documents for your product(s): 1. Click View Compliance Requirements. 2. Click Provide Documentation or Appeal next to the product. 3. Click Yes on Is this an Appeal? For FBA Offers: If you do not want to continue selling these products and have any inventory of these products remaining in our fulfillment centers, you’ll have 30 days from the date your listing is removed to create a removal order. You can find instructions for creating a removal order on the Remove Inventory Overview page. If you do not request a removal, automated removal orders will be triggered. Standard removal fees apply. Thank you, Amazon Product Compliance |
Following the link in the email called “View Compliance Requirements” will take you to the “Product Compliance Requests” and “Documentation Requests” sections on the Account Health Dashboard.
Click on the “Provide Documentation or Appeal” button.
All you need to do there is select “Yes,” insert your email address, and then submit.
Selecting “Yes” indicates that the product you are selling isn’t specifically intended for small children.
After completing this process, your listing will remain active, and you should also receive an email once your submission is reviewed.
Here is a screenshot of the correct site interface that you should see after clicking on the “Yes” option:

I hope you found this article helpful. If you are experiencing issues with your Amazon Seller Account and your Seller Account already received a warning or is under a review, I can help you resolve the matter.
If you would like to hire me to privately assist you, feel free to subscribe and reach out through my dedicated assistance page at www.onlyfans.com/kikaangelic, where I provide support with Amazon related matters in exchange for a small $24.99 fee. Alternatively, you can post into my free public discussion forum for Amazon Sellers, where I will answer your question.
To stay in touch, feel free to join and post into my large Amazon Seller Performance – Friendly Advice – Worldwide Facebook group, where you will be very welcome.
Many Amazon sellers recently started trading stocks and crypto currencies, hoping to diversify their income, which is a very good idea with all the uncertainty which comes with the platform. For this reason, we launched a new Facebook group, Crypto Arbitrage Income (Bitcoin, Crypto, Altcoins, Blockchain, Trading) – feel free to join us and forget about the troubles of selling on Amazon for a moment!
Additionally, here you can watch my YouTube video, where I am addressing everything you need to know about Seller Identity Verification and how to pass it:
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