It is true that being suspended from Amazon for inauthentic items or inauthentic item complaints is a very serious matter which many sellers have been struggling with. If a customer raises any complaints against your products, your Amazon account may get suspended.
If that is the case, it is essential to show evidence of purchase to the seller performance team to confirm that all your goods were purchased from an authorized dealer. Don’t worry! There are a few ways that you can take to deal with these inauthentic complaints. In this post, let’s find out what leads to Inauthentic Complaints and pick up some helpful ways to avoid this kind of situation.
Inauthentic Does Not Mean Counterfeit
It is worth knowing that Counterfeit refers to a product is a fake, a knock off, meanwhile, Inauthentic refers to a product that is not purchased from a reputed distributor.
Inauthentic is a term loosely defined by Amazon that often confuses sellers who receive this type of complaint. What is Amazon’s definition of “inauthentic”? According to seller policies, inauthentic items are not quite “counterfeit”. Inauthentic items are not completely “fake”, but they are part of a gray market category that can get quite complicated. When Amazon chooses to flag your item as potentially inauthentic, it means that the product has allegedly been purchased from a source that is not authorized to sell it.
The Causes for Receiving Inauthentic Complaints
Confusion between the terminologies
Sometimes, customers file a complaint as they don’t have a proper idea about the difference between the two terms. And it can create a complex situation for you, even though you do not have any mistake. Despite whether your products are authentic or not, customers will make the complaints regardless. In this case, Amazon will suspend your account. If you are not able to understand why your customers complained against your products, at that time to reinstate your account, you will have to declare your buy detail in your plan of action.
It is possible that your products are authentic, but the wrapping may not be as per with the Amazon’s customer’s expectations. Sometimes, customers marked the items as inauthentic items as they found differences between the product demonstrated on Amazon and the ones received. Here, they should file the complaint – ‘not as advertised’. But they usually mark it as inauthentic and then it becomes your task to correct the packaging and prove the authenticity of your product.
Inauthentic product complaint may be filed due to confusion or similarity between the product description of your products and the same of goods of other brands. It makes the customers believe that you might be selling a copy or fake products.
How to Avoid Inauthentic Complaints?
Regardless of Amazon account suspension, the seller’s number one concern is reinstatement and getting back to business. However, you can get far away from trouble and save yourself time as well as profits by avoiding inauthentic complaints in the first place.
Research Your Source – Prior to signing on with a fresh wholesale provider, do your due diligence. Are they given those legitimate goods? Are they a trustworthy distributor and what are their reviews?
Maintain High Packaging Standards – Occasionally when customers receive a product, it doesn’t meet their thought of what they anticipated, they may file a complaint against you. In this case, you’ll have to provide evidence about yourself to Amazon again. When adding goods for sale, make sure you understand customers’ hope and thoroughly provide details about what they can expect to receive to proactively reduce this risk.
Correct product descriptions – If your product looks similar to another brand name product, it is more likely for customers to believe you are selling a knock off, or inauthentic item. Again, it becomes your duty to adjust your product descriptions in a creative way to stay away from the confusion between your products and the ones of other brands. In any case, if there is some trouble, you require producing proof of your authenticity.
Plan of Action Content for Appeal Suspension
If you are facing with Inauthentic Complaints Suspension and planning to appeal your account, it’s time to prepare a great plan of action. Here are contents you should clearly address in the appeal letter.
- Explaining that you’ve received and understood their inauthentic complaint
- How you have accounted for it and you’re going to tell them how you’re fixing it
How you’re fixing it
- What the root causes of the inauthentic complaint were
- Don’t tell them what they already know
- Tell them WHY you got those causes (prove that you understand the underlying reasons)
- And tell them the HOW about how you got the complaints (what happened – demonstrate understanding)
Fixing (bullets with real information)
- All the proactive solutions that you’re applying
- Give detail and don’t be short on details
- Give real information
All in all, going through inauthentic item complaints is a big offence when it comes to selling on Amazon. When digging into inauthentic complaints issues, it is a good idea to stay calm and prepare a great plan to deal with this. If you need help, Amazoker provides Appeal Service to give you advice and help you go through your issues. Do not hesitate to contact us here!