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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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