Inauthentic/Counterfeit Book Complaint
Hello,
We received a 2-star feedback complaint about a new book that we shipped to a customer. The book envelope was apparently damaged in transit by USPS; it appears they repackaged/forwarded the order to the customer, rather than return to us. One week later, we received an 'Inauthentic Complaint' form letter from Amazon regarding the listing, asking for receipt of purchase. We explained what happened & removed the listing.
The next day we received a 'Review Of Seller Account' letter, instructing us that 'Approval is required within 7 days in order for us to continue selling books on Amazon'.
We've sold books on Amazon for years, have 5 star feedback until this situation that we had no control over. Again, I've responded, explaining the situation as well as removing the listing. In addition, we included pages of invoices showing our purchase of new books over the years.
- Why did this happen? Did the 2-star rating automatically notify 'bots', labeled it a 'counterfeit' listing, which generated seller account warnings? We had emailed with the customer, they'd received the book and were happy, both with us and Amazon. So I don't believe they filed a 'counterfeit' claim against us.
- Is all of this over just the one book listing? Or are we now at risk of our entire inventory being suspended?
Again, there is nothing 'inauthentic or counterfeit' about the book that we purchased and sold. The customer is happy. So why this reaction from Amazon?
It feels like Amazon may no longer want to work with 3rd party book sellers anymore? I hope that I'm wrong.
Any insight would be appreciated!
Inauthentic/Counterfeit Book Complaint
Hello,
We received a 2-star feedback complaint about a new book that we shipped to a customer. The book envelope was apparently damaged in transit by USPS; it appears they repackaged/forwarded the order to the customer, rather than return to us. One week later, we received an 'Inauthentic Complaint' form letter from Amazon regarding the listing, asking for receipt of purchase. We explained what happened & removed the listing.
The next day we received a 'Review Of Seller Account' letter, instructing us that 'Approval is required within 7 days in order for us to continue selling books on Amazon'.
We've sold books on Amazon for years, have 5 star feedback until this situation that we had no control over. Again, I've responded, explaining the situation as well as removing the listing. In addition, we included pages of invoices showing our purchase of new books over the years.
- Why did this happen? Did the 2-star rating automatically notify 'bots', labeled it a 'counterfeit' listing, which generated seller account warnings? We had emailed with the customer, they'd received the book and were happy, both with us and Amazon. So I don't believe they filed a 'counterfeit' claim against us.
- Is all of this over just the one book listing? Or are we now at risk of our entire inventory being suspended?
Again, there is nothing 'inauthentic or counterfeit' about the book that we purchased and sold. The customer is happy. So why this reaction from Amazon?
It feels like Amazon may no longer want to work with 3rd party book sellers anymore? I hope that I'm wrong.
Any insight would be appreciated!
31 replies
Seller_4zBzdtgCyS9EI
No, not small fish, especially not American small fish. And certainly not booksellers....
Atlas_Amazon
Hello @Seller_Lxv57WhcjmRJQ
Thank you for the information provided regarding what has occurred with your product and the account. I understand an issue in the transit caused the authenticity concern with your products.
If the product did not arrive as intended, then it could have caused the concern and for our team to request more information regarding the sourcing.
Removing the listing may not be enough to resolve the violation. We would recommend compiling the information related to the specific order. This can include any tracking or communications you may have had with the customer or carrier.
You will want to put together an explanation alongside the invoice that includes the specific product that had the original concern. Once submitted, our team will review the situation and take the appropriate action.
Did the notification you receive indicate that your other listings were at risk or did they only request information for the specific product? Would you be able to share what you have received up to now?
We encourage you to share any other details or case information you have regarding this situation for additional review.
Best,
Atlas
Seller_fmSopt3Hs2690
I am in the exact same situation. Long time seller and got the same inauthentic complaint for the first time. I've submitted invoices but have been rejected every time to get back to be able to list books. Please let me know how you resolve this situation, if and/or when you do. I wish you luck.
Seller_WKQcxV8GJk5T7
Your Not Wrong! I have been seeing it more and more.
Seller_JKIXE95CHdjVT
The most important questions that can be asked:
Are you selling the majority of your books as "Used" or "New"?
Are you sourcing from libraries and retail stores and selling as "New"?
