As you know, Product Condition Customer Complaints are detected by automated Amazon bots after scanning your Seller Feedbacks, Product Reviews, returns or A-Z claim comments rather than being knowingly submitted by buyers.
Keep in mind that getting an inauthentic complaint does not mean you are selling fake or counterfeit products. Sometimes, Amazon just wants to ensure that all your goods are coming from valid suppliers. If it has any doubts regarding this, you will be greeted with a complaint, which needs to be appealed or sometimes a suspension.
So, your main goal is to prove to Amazon that you are working solely with brands (manufacturers) or their authorized distributors. Therefore, try to do your best to provide Amazon with all the necessary documentation, such as letters of authorization and invoices. Invoices play a crucial role in Amazon’s decision whether to lift the complaint or not.
You should have the option to appeal any such complaint through the Policy Compliance Dashboard, where you need to identify the specific defect and then click on its appeal button.
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.
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 assist you and help you resolve the matter.
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