Product Authenticity Customer Complaint
This issue happens when a customer complains about the authenticity of the product they received. The complaint will be displayed on the account health page. https://sellercentral.amazon.com/performance/dashboard
Review the performance notification received for this specific issue. Try to find as much information as possible. https://sellercentral.amazon.com/performance/notifications
You can use the following template for most issues. If it is not accepted the first time, talk to the account health team and try to find more details about the problem. Update the appeal accordingly and submit it again.
MAG’s template:
Root causes of the complaints about the authenticity of our items:
1. We received some items in defective packaging and repackaged them in generic boxes. Since the packaging did not have the brand name, buyers complained about them as being inauthentic.
2. We have not checked all products we received from the manufacturer. Some products have mass production defects. That caused some of the complaints about the product being inauthentic.
We have never sold inauthentic products to our customers. Please see the attached invoices. We understand our mistakes have caused the customer complaints and we are completely responsible for them.
Corrective actions we have taken to prevent future complaints:
1. We responded to all customer complaints and issued a full refund or free replacement.
2. We audited our catalog to ensure all listings are solid in the proper condition and all of them have proper packaging. We made sure all packages have the correct brand name on them.
3. We as a company have reviewed all of Amazon’s policies, paying special attention to the Best Practices in Product Authenticity and Quality https://sellercentral.amazon.com/gp/help/202010130?ref=srsl_gsbp_pq, Amazon Anti-Counterfeiting Policy https://sellercentral.amazon.com/gp/help/201165970?ref=srsl_pol_pq, and the Amazon General Seller Best Practices https://sellercentral.amazon.com/gp/help/200587810?ref=srsl_bppa_pq.
The steps you have taken to prevent the issue going forward:
1. We will never use generic boxes as packaging again in the future. We have ordered more customized packaging from the manufacturer to make sure we can use them if any of the items' packaging is damaged.
2. We will check every unit we receive from the manufacturer and make sure it is not damaged or defective. We have a better quality control process with the manufacturer that will ensure any of our products are not defective. Manufacturer will check every item prior to shipping them out to us.
3. We take all responsibility for this incident and we have learned from this issue. We confirm this will never happen again in the future.
We are confident that the information provided is sufficient in addressing the issue which caused the complaint and addressing our plan to correct the issue and to make sure it does not happen again. We appreciate your support to help us keep selling on Amazon.
Amazon’s template:
I will take preventative measures to ensure that I do not sell products that have been illegally replicated, reproduced, or manufactured.
I will verify the accuracy of my products and will not list unbranded items on branded products.
I will develop processes to ensure that all my branded products are legitimate and authentic.
I understand that if I receive similar complaints in the future, my Amazon Selling account may be deactivated.
I acknowledge that I have read, understand, and agree to comply with the Best Practices in Product Authenticity and Quality https://sellercentral.amazon.com/gp/help/202010130?ref=srsl_gsbp_pq, Amazon Anti-Counterfeiting Policy https://sellercentral.amazon.com/gp/help/201165970?ref=srsl_pol_pq, and the Amazon General Seller Best Practices https://sellercentral.amazon.com/gp/help/200587810?ref=srsl_bppa_pq.