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Inauthentic Complaint
 

Hi all hope everyone is having a great New Year!

I could use a little help/advice I received a complaint that one of my items is inauthentic they have closed my listing and the customer has left me negative feedback stating:
This is not the real product. Avoid. Seller should be banned from Amazon.

Amazon is asking for invoices to reinstate my listing problem is the name and address on the invoices do not match the name and address on my Amazon account.

Can anyone give me some advice on what to do here? I am not too worried about getting the listing reinstated but I need to get the feedback removed since this is a new account with little feedback. I tried the automated removal tool and was denied.

I messaged the buyer and assured them it was authentic and offered to send them a replacement with a different lot number and did not receive a reply.

If I send invoices in what are the chances they call the company to verify?

Any help is greatly appreciated.

Re: Inauthentic Complaint
 

Hi Richard
If your items are authentic and have the invoices, then a good plan of action appeal letter along with the invoices should get everything reinstated

Regards

Re: Inauthentic Complaint
 

Properly address the issue prove your items are authentic (assuming they are) with invoices and they should take down the negative if your rebuttle is good enough.

Keep trying to reach out to the customer as well - but it could be a competitor

Re: Inauthentic Complaint
 

Thanks for the replies.

Beautiful they are authentic but the invoices I have don't match the name and address on my Amazon account the address that is on the invoices is the same from an account that was terminated I could work around that but am worried they may call the supplier then I get shutdown for forged invoice

I think you are right about it being a competitor, such a scumbag move.

Re: Inauthentic Complaint
 

If they're authentic invoices from a legit distributor why not reach out to them and request to have them make you invoices matching your other store information

Re: Inauthentic Complaint
 

Inauthentic suspension is one of the toughest to deal with.
And that customer of yours is an idiot.

Talking to the customer is almost a moot point, now you are dealing with amazon directly.

Try talking with "Josh" in the marketplace, maybe he can help you reinstate your account.

Re: Inauthentic Complaint
 

Wish that was an option but it is an MLM company not a distributor. Might have to just give this account up my feedback is at 91% now. Sucks cause I'm pretty sure it was a competitor some people are such aholes its not like I was hammering my price I'm the last to do that I always keep my prices up.

Thanks for your help Beautiful if I ever need services you offer Ill be sure to reach out.

Re: Inauthentic Complaint
 

That is what I was afraid of thanks for confirming, that option is out.

Do you think they would call the supplier on a case disputing the feedback? I am most concerned with having the feedback removed don't really care about having the listing reinstated.