Listings deactivated due to a false counterfeit claim.
I am fighting a very similar problem with my account and have been ghosted by Amazon for the last month. They have deactivated thousands of dollars' worth of inventory.
Here’s a timeline of the events.
05/09/2024:
• A bad acting buyer (located an address associated with Little Owl Prep), bought, returned, and claimed a book he received was counterfeit.
• Amazon subsequently deactivated the product in question and asked for proof of authenticity.
05/10/2024:
• I forwarded all invoices directly from the publisher which indicate that the product is authentic.
• Amazon responds with the following vague message: “We received your submission but do not have sufficient information to reactivate your listings.”
• I can only make assumptions at this point, and my guess is that the invoices were rejected because they fall just outside the 365-day window even though they clearly show proof of authenticity.
• Each of these invoices is outside the 365-day window because for the last year buyers have treated this product as a rental. They order the book and return it used within Amazon’s return policy. This is obvious from my sales/returns history.
05/14/2024:
• I received a return/refund question from the buyer.
• I attempted to resolve this issue with the buyer via Amazon messaging, but to no avail. I assisted and refunded the buyer.
• The buyer offered zero proof of counterfeiting (that’s because it’s an authentic product). He simply stated, “It's counterfeit. Hard to tell sometimes. Amazon approved the return/refund so you'll have the books soon. In answer to my request, I'm sending both counterfeit copies.”
05/17/2024:
• I had decided to move on from this particular product as it been nothing but problematic since first offering it to customers.
• I then received an email from Amazon – ‘Important information about Books listings.’ The email asked for store name, email address, and invoices.
• Since I had previously attempted to forward this information without any luck, I made the mistake of not responding to this email in a timely manner.
05/25/2024:
• I receive a follow up email from Amazon – ‘Important information about Book listings.’ The email asked for the same information. However, this time it also stated, “Your listings will remain removed and you will no longer be able to fulfill future orders with the listings.”
• When I checked my inventory, not only was the product in question deactivated, but 45+ listings were deactivated.
• I immediately started pulling together invoices of all the deactivated products and forwarded some of these to Amazon. At this point I was not sure which product(s) were desired.
05/29/2024:
• I receive an email from Amazon “Important message about your Amazon Seller account” stating, “We received your submission but do not have sufficient information to reactivate your listings.”
• At this point, I forward every invoice for every deactivated listing resulting in over 45 invoices.
05/31/2024:
• I receive an email from Amazon “Review of your Amazon.com seller account” stating that “We cannot accept this INVOICE, because it was not validated.,” and it again asks for store name, email address, and invoices.
• I then forward all of my information again and clearly highlight the deactivated listings on the invoices.
06/03/2024:
• I receive an email from Amazon “Important Information about Book listings” which is the exact same message which was received on 05/31/2024.
• The email state, “We're here to help. If you have questions about this policy or your account, you can contact us via email at pq-csm-agg-review@amazon.com"
• I then follow up with this email seeking clarification and offer my phone number for further discussion.
06/04/2024:
• I receive an email from pq-csm-agg-review@amazon.com which offers no clarification or assistance. It only repeats the exact same message which I received on 05/31 and 06/03.
06/05/2024 thru 06/25/24:
• I reached out to Amazon multiple times but have received zero response.
06/25/24:
• Amazon has begun returning my inactive FBA inventory since it has been inactive for over one month.
At this point I am at a loss for a path forward. I’ve offered high-quality products and top-notch customer service for over 5 years. My buyer feedback and seller metrics speak for themselves. If one shady buyer can wreak this much havoc, there is no point for me to continue selling here.
@Atlas_Amazon@Stevie_Amazon
Listings deactivated due to a false counterfeit claim.
I am fighting a very similar problem with my account and have been ghosted by Amazon for the last month. They have deactivated thousands of dollars' worth of inventory.
Here’s a timeline of the events.
05/09/2024:
• A bad acting buyer (located an address associated with Little Owl Prep), bought, returned, and claimed a book he received was counterfeit.
• Amazon subsequently deactivated the product in question and asked for proof of authenticity.
05/10/2024:
• I forwarded all invoices directly from the publisher which indicate that the product is authentic.
• Amazon responds with the following vague message: “We received your submission but do not have sufficient information to reactivate your listings.”
• I can only make assumptions at this point, and my guess is that the invoices were rejected because they fall just outside the 365-day window even though they clearly show proof of authenticity.
• Each of these invoices is outside the 365-day window because for the last year buyers have treated this product as a rental. They order the book and return it used within Amazon’s return policy. This is obvious from my sales/returns history.
05/14/2024:
• I received a return/refund question from the buyer.
• I attempted to resolve this issue with the buyer via Amazon messaging, but to no avail. I assisted and refunded the buyer.
• The buyer offered zero proof of counterfeiting (that’s because it’s an authentic product). He simply stated, “It's counterfeit. Hard to tell sometimes. Amazon approved the return/refund so you'll have the books soon. In answer to my request, I'm sending both counterfeit copies.”
05/17/2024:
• I had decided to move on from this particular product as it been nothing but problematic since first offering it to customers.
• I then received an email from Amazon – ‘Important information about Books listings.’ The email asked for store name, email address, and invoices.
• Since I had previously attempted to forward this information without any luck, I made the mistake of not responding to this email in a timely manner.
05/25/2024:
• I receive a follow up email from Amazon – ‘Important information about Book listings.’ The email asked for the same information. However, this time it also stated, “Your listings will remain removed and you will no longer be able to fulfill future orders with the listings.”
• When I checked my inventory, not only was the product in question deactivated, but 45+ listings were deactivated.
• I immediately started pulling together invoices of all the deactivated products and forwarded some of these to Amazon. At this point I was not sure which product(s) were desired.
05/29/2024:
• I receive an email from Amazon “Important message about your Amazon Seller account” stating, “We received your submission but do not have sufficient information to reactivate your listings.”
• At this point, I forward every invoice for every deactivated listing resulting in over 45 invoices.
05/31/2024:
• I receive an email from Amazon “Review of your Amazon.com seller account” stating that “We cannot accept this INVOICE, because it was not validated.,” and it again asks for store name, email address, and invoices.
• I then forward all of my information again and clearly highlight the deactivated listings on the invoices.
06/03/2024:
• I receive an email from Amazon “Important Information about Book listings” which is the exact same message which was received on 05/31/2024.
• The email state, “We're here to help. If you have questions about this policy or your account, you can contact us via email at pq-csm-agg-review@amazon.com"
• I then follow up with this email seeking clarification and offer my phone number for further discussion.
06/04/2024:
• I receive an email from pq-csm-agg-review@amazon.com which offers no clarification or assistance. It only repeats the exact same message which I received on 05/31 and 06/03.
06/05/2024 thru 06/25/24:
• I reached out to Amazon multiple times but have received zero response.
06/25/24:
• Amazon has begun returning my inactive FBA inventory since it has been inactive for over one month.
At this point I am at a loss for a path forward. I’ve offered high-quality products and top-notch customer service for over 5 years. My buyer feedback and seller metrics speak for themselves. If one shady buyer can wreak this much havoc, there is no point for me to continue selling here.
@Atlas_Amazon@Stevie_Amazon
0 respuestas
Seller_4zBzdtgCyS9EI
"Each of these invoices is outside the 365-day window because for the last year buyers have treated this product as a rental. They order the book and return it used within Amazon’s return policy. "
So was this sold as a used book now? I mean 9once someone reads a books, it's clearly no longer new?
Seller_cdvV6T0o1sPlZ
Can a mod take a look at case 15590287151 and provide an update?
@KJ_Amazon@Jameson_Amazon
Seller_cdvV6T0o1sPlZ
what about @Tatiana_Amazon @Danny_Amazon @LeviDylan_Amazon@Troy_Amazon
Can anyone assist with case 15590287151?
Emet_Amazon
Hello @Seller_cdvV6T0o1sPlZ,
Thank you for posting your concerns with an authenticity complaint.
Can a mod take a look at case 15590287151 and provide an update?
I have taken a review of your case and see it was move to another team and have no information to provide on this case as the team who received this communicates via notifications which I have no visibility into.
I can only make assumptions at this point, and my guess is that the invoices were rejected because they fall just outside the 365-day window even though they clearly show proof of authenticity.
Each of these invoices is outside the 365-day window because for the last year buyers have treated this product as a rental. They order the book and return it used within Amazon’s return policy. This is obvious from my sales/returns history.
Sellers are required to maintain sourcing records that validates their sourced and sold inventory over the past 365 days and displays the quantity of products sold over that 365 day duration. You can see this on our responsible sourcing requirements. How old are the documents and when was the complaint received? Do they additionally cover the mentioned sales quantity?
As I was unable to see anything on the provided case, were there any other cases you had regarding your situation?
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_cdvV6T0o1sPlZ
I have additional information for this case (15438207631).
Today, another purchase was made by the exact same address as the original purchase which made the initial false counterfeit claim. Order ID: # 113-1182810-4799419
This address is associated with a business called Little Owl Prep. Their website states:
"Book Prep - Our oldest service we have, we are experts in grading and can even look out for any counterfeit textbooks that may come our way."
It seems like they are willing to call any book counterfeit as long as they're paid for doing so. This would not seem to fall into the acceptable practices of Amazon. This also seems like a good way to replace reputable third-party sellers with shady ones.
Cc: @Seller_Lxv57WhcjmRJQ@Seller_4zBzdtgCyS9EI@Emet_Amazon
Seller_cdvV6T0o1sPlZ
and still no response regarding my original case.
