Plan of action for inauthentic complaints

[Cate1975]

Good afternoon,

4 weeks ago our account at amazon was suspended due to customers complaint of inauthentic of some products we sell. Although our account has 99% positive feedback and our account health has always been above standards and accomplished their expectations, we didn't address correctly these customers complaints.
After going back and forth we received today that more information is needed on our action plan for inauthentic products.


Your feedback will be really appreciate.
Thank you.

[Taking The Micky]

So the account suspended?

Are the products you sell authentic?

In your plan, you have to admit you have made mistakes and then how you are going to remedy the mistakes.

Are you buying from a legitimate supplier as amazon will want invoices.

The problem is, once amazon suspect you are selling counterfeit goods its a very steep hill to climb to prove you are not, as basically amazon don't need you and sorry to say thats there attitude.

[Cate1975]

Hi,
I have already forward Amazon all the invoices and proof of payments, the products I sell are not counterfeit, 9 customers over +8000 feedback complaint in the 3 years I am in Amazon, I've approached them due to this suspension and 3 of them appologized that they didnt want to mean inauthentic ... 1 wants to return the product after 6 month of purchase and the other got confused and it wasnt me where she bought ... but although this the damage to my account is already made ...
Now, I know for sure is my last chance, I need a more detailed plan of action of what I have already presented.
Any ideas to who to contact please?

[Taking The Micky]

If what you say is true send an e mail to jeff@amazon.com and explain everything.

[Throwaway1991]

Do Amazon actually contact the company using the details on the invoice? I have genuine goods which I bought from a closing down company and cannot get an invoice for them, I purchased them a while ago.

[Superfly101]

What is the response from Seller Performance say?

[Cate1975]

Thank you, that is what I did, showing numbers and how "big" we are and how would affect to make removals of an account with over 400K in FBAs, so after approaching jeff I got another email from Amazon performance team who wrote us in his behalf asking for a more detailed plan of action, which we have already sent in a very detailes way and the results of implementing it. So now I dont know what more to show, and as I know this might be my last chance I am asking for help. How trustable can be these companies that offers their services on line for making appeals or action plans? Does someone know?
Thanks.

[Superfly101]

What is the issue, you don't have invoices to prove the product is reputable anymore or it is actually a counterfeit? They will want a plan to prove each and if the ladder, then how will you detect counterfeit merchandise BEFORE it is sold from your storefront, again? Thats what they want a very detailed plan describing this, and they will consider it. The fact that Jeff's team responded you have a chance if you give them the right information.

[Cate1975]

I have sent my plan of action and waiting to their response at this time, as wrote already I DO NOT sell counterfeit products and all invoices were given to the seller performance team when requested.
thanks

[Bhikku]

I have the same situation on my amazon.de account.

Everything the same! A 99% nice account, 3 years old, over +8000 happy customer. Got suspended for the same reason too.

Please tell me when you have more information.

[mhhbizz]

Hope you get reinstated. If you ever require more advise regarding plan of action, I am very happy to help in the future.

[mehuprav27]

@mhhbizz could you provide me plan of action?

[onlinehelpneeded]

a good idea to try and get buyers to remove any offending feedback from your profile