I am writing to address a concerning issue related to order 701-2029219-3337835. On July 18, 2024, the customer reported to Amazon that the merchandise (Cat Litter) they received was counterfeit. However, based on tracking details, the shipment had not yet been delivered at the time of the customer's call. The issue arose because the customer was not available during the delivery attempt by Canada Post, and a pickup notice was left. Instead of picking up the package, the customer requested to cancel and receive a refund. When we informed them that the package was available for pickup, they escalated the situation by falsely reporting the product as counterfeit.

Unfortunately, it appears that the customer service representative did not verify the delivery status before escalating the issue, leading to our listing being taken down and a significant drop in our account health rating due to a Product Authenticity Complaint. We have repeatedly submitted all necessary purchase documentation, including legitimate receipts from Petland in Canada, but our submissions have been rejected with the message, "We completed our evaluation of your submission. We do not have enough information to remove the violation at this time." Despite previously accepting similar retail purchase receipts, Amazon has not communicated what additional information is required.

This situation raises two critical concerns:

1) Why does customer service automatically accept buyers' claims without further validation or inquiry?

2) Why was the delivery status not checked before action was taken, given that the product was reported as counterfeit before it had even been delivered?

The tracking information clearly shows that the item was delivered to the customer on July 20, 2024, at 2:21 pm—two days after the customer reported it as counterfeit.

As a committed seller, I am deeply concerned about the impact this has had on our business and account health. We strive to maintain the highest standards of integrity and authenticity in our operations, and it is disheartening to see these efforts undermined without due process.

I kindly request that Amazon reviews this matter with the attention it deserves and provides guidance on how we can resolve this issue fairly. We value our partnership with Amazon and hope to continue working together with mutual trust and respect.

I hope that someone from Amazon can address this matter to ensure that customer service representatives are conducting due diligence before taking actions against sellers. Additionally, I encourage the account health team to bring a more human touch in their support for sellers.