Appeal Against Account Suspension Due to Product Authenticity Complaint
Dear Amazon Support Team,
I am writing to appeal the suspension of my account following a product authenticity complaint.
We were reported by the brand owner for allegedly selling counterfeit products. In response to the first complaint, we successfully provided evidence proving the authenticity of our products, and this was accepted. However, after the second complaint about the same products, we received a rejection, and our account was suspended. I find this situation confusing, as we had previously sold these products without any counterfeit complaints from our customers.
We are engaged in dropshipping and fully comply with Amazon policies. We source our products from the U.S. and sell them in Canada. Our supply point is a marketplace in the U.S. Upon reviewing the invoice for the product in question, we discovered that we purchased it directly from the brand owner who filed the complaint. If we are accused of selling counterfeit products, then it implies that the manufacturer themselves is producing and selling counterfeit items.
Given this, we request that our account be reinstated. We also ask that a thorough investigation be conducted into the manufacturer who reported us, as we were selling the product directly sourced from them.
We await your assistance.
Sincerely,
Appeal Against Account Suspension Due to Product Authenticity Complaint
Dear Amazon Support Team,
I am writing to appeal the suspension of my account following a product authenticity complaint.
We were reported by the brand owner for allegedly selling counterfeit products. In response to the first complaint, we successfully provided evidence proving the authenticity of our products, and this was accepted. However, after the second complaint about the same products, we received a rejection, and our account was suspended. I find this situation confusing, as we had previously sold these products without any counterfeit complaints from our customers.
We are engaged in dropshipping and fully comply with Amazon policies. We source our products from the U.S. and sell them in Canada. Our supply point is a marketplace in the U.S. Upon reviewing the invoice for the product in question, we discovered that we purchased it directly from the brand owner who filed the complaint. If we are accused of selling counterfeit products, then it implies that the manufacturer themselves is producing and selling counterfeit items.
Given this, we request that our account be reinstated. We also ask that a thorough investigation be conducted into the manufacturer who reported us, as we were selling the product directly sourced from them.
We await your assistance.
Sincerely,
0 respuestas
Nikki_Amazon
Greetings ucuza_var,
Thank you for reaching out regarding the appeal of your account suspension. I understand this is a frustrating situation, and I want to clarify the process for handling appeals through the Seller Forums.
While the Seller Forums are a valuable resource for sellers to get guidance and support, we are not able to directly review or accept appeals. Our role here is to provide information and instructions to help you navigate the appropriate channels for addressing your issue.
Based on the information you have provided, it seems the key issue here is around product authenticity. Let me provide some additional guidance on the requirements for submitting an appeal in a case like this:
When a seller has violated the Amazon authenticity policy, they are normally required to submit invoices and other documentation to prove the authenticity of their products. The specific requirements are:
- Copies of invoices, receipts or other similar documents that demonstrate where your products are produced or manufactured. These documents:
Should reflect the sales volume of your product across all Amazon marketplaces in the last 365 days
Should demonstrate your product's full supply chain
Should include contact information for the supplier(s) and the original manufacturer. Amazon may contact suppliers or manufacturers to verify the documents
- Your documents should be able to trace your products to the original manufacturer even if you did not purchase them directly from the original manufacturer. This may require requesting additional invoices or supply chain documentation from your supplier if you are not sourcing directly from the manufacturer.
- You may remove pricing information, but the rest of the document must be visible to enable adequate review. For ease of review, you may highlight or circle the ASIN(s) under review.
It would be helpful if you could provide the specific performance notification you received from Amazon when the policy violation occurred, as well as the case ID from your interactions with seller support. Having these details will allow us here at the Forums to better understand your specific issue.
Please visit the pages Responsible Sourcing documentation request requirements, Amazon Anti-Counterfeiting Policy, Appeal an account deactivation or listing removal and Program Policies for more information.
The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward. We're here to help in any way we can.
Wish you all the best,
-Nikki
Roxy_Amazon
Hi there ucuza_var,
I hope this finds you well!
I see you have previously created a thread for this same issue.
We kindly ask you remain patient while we moderators work to address your posts. Please continue to provide updates and relevant information on the original post in order to comply with community guidelines. I will respectfully close this thread.
All the best,
-Roxy
