Product Authenticity Customer Complaints - Amazon won't recognise the item on the invoice
Received a Product Authenticity Customer Complaints for B0D86BP6M2.
Took a bit of digging, but found out that recent customer left a comment on Voice of the Customer that he thinks "the package doesn't look authentic"
No feedback was given or return requested, so not entirely sure where that commens is coming from, but anyway.
I only buy from Bandai authorised distributor, and have all invoices ready. Submitted them immediately.
3 days later have a response - Amazon could not match the item on my invoice to the ASIN.
I highlighted it on the invoice.
My distributor lists this item on their invoice as
DRAGON BALL SUPER HERO SON GOKU (R) SHF
Amazon's title is
TAMASHII NATIONS - Dragon Ball Super: Super Hero - Son Goku Super Hero (Remission), Bandai Spirits S.H.Figuarts Action Figure
It is the same item, I only list using EAN which matched.
What shall I do? There's nowhere to provide comment when I try to resubmit the invoices. Just resubmit them again?
I have asked my distributor if they could add to the title, they said yes, they can add another line just below this one on the invoice adding EAN and Bandai Tamashii Nations.
But this makes me worried if Amazon in their infinite wisdom will think this is an altered invoice and just nuke my account for that?
Please, seasoned Sellers, I need your advice!
Product Authenticity Customer Complaints - Amazon won't recognise the item on the invoice
Received a Product Authenticity Customer Complaints for B0D86BP6M2.
Took a bit of digging, but found out that recent customer left a comment on Voice of the Customer that he thinks "the package doesn't look authentic"
No feedback was given or return requested, so not entirely sure where that commens is coming from, but anyway.
I only buy from Bandai authorised distributor, and have all invoices ready. Submitted them immediately.
3 days later have a response - Amazon could not match the item on my invoice to the ASIN.
I highlighted it on the invoice.
My distributor lists this item on their invoice as
DRAGON BALL SUPER HERO SON GOKU (R) SHF
Amazon's title is
TAMASHII NATIONS - Dragon Ball Super: Super Hero - Son Goku Super Hero (Remission), Bandai Spirits S.H.Figuarts Action Figure
It is the same item, I only list using EAN which matched.
What shall I do? There's nowhere to provide comment when I try to resubmit the invoices. Just resubmit them again?
I have asked my distributor if they could add to the title, they said yes, they can add another line just below this one on the invoice adding EAN and Bandai Tamashii Nations.
But this makes me worried if Amazon in their infinite wisdom will think this is an altered invoice and just nuke my account for that?
Please, seasoned Sellers, I need your advice!
6 replies
Seller_ZJhFeE3tNKzfh
Try marking the invoice with the ASIN. Amazon staff don't believe any other external SKUs exist (even the EAN) because Amazon is king and Amazons ASIN is used worldwide by all companies even those not on amazon (in their heads).
There may also be an issue in that there is no reference to the brand Tamashii Nations though - you are right.
Can't guarantee - but i'd try the ASIN method first
Seller_zwoYg1nbgxxeu
Just to update if anyone in the future faces similar issue.
In the end I submitted the invoice with one extra line added below the item on my supplier invoice with item EAN and Brand name.
My vendor has kindly provided this additional information on their invoice.
After submission, probably in 12 hours Amazon responded that I can continue selling this ASIN and no further action is required.
Violation has disappeared from account.
Seller_SzPNurvseVDYn
I had a similar situation recently, and spoke to my account health manager. He advised me that adding a short text document with an explanation note is often helpful.
Seller_RoMp2zgveUF63
Issuing a new invoice is common and it's not altered you can always attached the invoice from them with the invoice attached.
Unfortunately Amazon has a 6 week waiting list for processing the paperwork, as we found out! After 6 weeks we just got reactivated, took them 6 weeks to review our first submission
