Amazon has fairly branded itself as a customer-driven eCommerce giant. To serve an exceptional customer experience, Amazon has a stringent set of rules and guidelines that sellers need to abide by. If violated, sellers put themselves at the risk of removal of their product listings or account suspension.
However, oftentimes, sellers do not understand that Amazon has removed their listing or suspended their account. Many even post publicly on Amazon about Amazon’s appeal letter regarding inauthentic suspensions. The solution, if anything like this happens to you, is to dispute an Amazon product authenticity complaint.
In this blog, we will take you through how you can dispute an Amazon product authenticity complaint. To understand what product authenticity customer complaints are and how to remove product authenticity customer complaints, you need to understand intellectual property violations.
Let’s go!
Amazon respects every person’s intellectual property rights. As a seller, it is your responsibility to ensure that the products you sell on Amazon comply with the rules and regulations of listing and selling. The products you list should be authorized for sale or resale and should not violate product authenticity rights, including trademarks, patents, copyrights, and publicity rights.
It is the responsibility of the seller to ensure that the products they sell in the marketplace have legitimate and verifiable invoices, the only exception being that the seller is himself the manufacturer or brand owner.
The following are the events when a seller can have an intellectual property violation:
Amazon may take the following actions on the policy violation, based on its severity:
Additionally, there is an implementation of listing restrictions for certain brands, ASINs, and categories. There is a requirement for approval to list under brands, ASINs, or categories, with some restrictions on the listing.
If your listing has been removed or the account gets suspended due to product authenticity complaints, here’s how you should dispute an Amazon product authenticity complaint.
Amazon notifies the seller of the removal of listings, suspension of the account, or suspension of the ability to list new products.
You can email the documents to notice-dispute@amazon.com or submit them through the Account Health dashboard.
The proof of authentication includes invoice, Order ID, license, agreement, and letter of authorization. These documents should clearly state that the product of the seller does not infringe any intellectual property rights.
With a plan of action for inauthentic item complaints, they expect the details that specify each of these three categories or sections.
Do not waste your time and space explaining the same thing the Amazon executives already know. Be direct and precise. Do not give them an excuse to skip over the rest of the Plan of Action.
Did you pull inventory to recheck the items for defects? If the problem is with the supplier, have you terminated the business relationship with them? Have you identified what caused customers to complain about the condition of your items?
Include a detailed description of how you are taking care of the problem at hand to ensure it doesn’t happen again.
For example, are you training your staff to do better? Are you test buying before listing the inventory for sale on Amazon? What quality control improvements did you do?
If you believe that the action is the result of an error, explain the reason for it to Amazon. It should include: how your listings have not violated the property’s intellectual rights of the brand.
If the seller does not submit the requested documentation and information, their listing will be removed and may also result in account deactivation.
Amazon account deactivation can cause huge losses to your business, especially if it’s your main source of revenue. Taking immediate action is crucial to reinstate your account. Take help from Amazon Appeal Pro to get actionable consultation regarding product condition complaints and appeals. Contact us today and fix your Amazon account issues with us.
