Inauthentic-item complaint cleared with supplier invoices and Brand Registry in 6 days
An inauthentic complaint on the best seller took the ASIN down two weeks before Prime Day. Invoices were accepted on the second try once they were formatted the way Amazon's investigators read them.
Published July 2, 2019
The challenge
The listing was removed after a single buyer complaint. The seller's first submission was a spreadsheet and a WhatsApp screenshot from the supplier, rejected within a day as "insufficient".
What we did
- Obtained supplier invoices with the supplier's letterhead, address, VAT number, the seller's legal name and quantities covering the last 365 days.
- Matched invoice quantities to units sold and in stock, and wrote the plan of action around sourcing and quality checks.
- Enrolled the brand in Brand Registry in parallel so future complaints route through the brand's own channel.
The results
ASIN reinstated on day six, nine days before Prime Day; the event went ahead at 2.4× the normal daily run rate. No further inauthentic complaints since Brand Registry went live.
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