Seller gated in Popular Books category for inauthentic complaint
In March 2024, a book I had sold was returned:
Order # 113-4109533-1422621
Title Creole New Orleans Race and Americanization
ASIN 0807117749
SKU mztFoL-052723-1-373K-22.5-018
In the comments, customer said, "Not the original version, will go to library." This apparently triggered an inauthentic complaint for this book, and resulted in my being gated in most books.
To reinstate this listing and clear the gating, I was told that I needed an invoice or receipt (available). When I submitted this receipt, I was told that the invoice didn't have the information needed. That's because it is a receipt from a retail store for a book I bought used.
I then bought new copies of this book in order to get an invoice (available). This invoice was rejected because it wasn't dated before the "inauthenticity complaint."
Now that I had new copies of the book to compare to my used copies, I took photos (available). This was rejected for not being an invoice.
I've tried several times to talk with Seller Support, but they have not been able to find a way to remove the gating. One was able to resurrect the Performance Notification issue, but when I tried to address it, I was dropped back into "you need an invoice to reinstate this listing."
My final attempt was to get a letter signed by the thrift store manager that I had bought the specific book. Once again, it was deemed "not an invoice."
If there were any evidence that the book may have been inauthentic, I would eliminate it. However, being gated in almost all Book categories is crippling, and it appears the only way to open the gate is to make the listing active. To resolve this, I would be glad to send in the used book (and a new copy) to be compared.
Karen Black
Seller gated in Popular Books category for inauthentic complaint
In March 2024, a book I had sold was returned:
Order # 113-4109533-1422621
Title Creole New Orleans Race and Americanization
ASIN 0807117749
SKU mztFoL-052723-1-373K-22.5-018
In the comments, customer said, "Not the original version, will go to library." This apparently triggered an inauthentic complaint for this book, and resulted in my being gated in most books.
To reinstate this listing and clear the gating, I was told that I needed an invoice or receipt (available). When I submitted this receipt, I was told that the invoice didn't have the information needed. That's because it is a receipt from a retail store for a book I bought used.
I then bought new copies of this book in order to get an invoice (available). This invoice was rejected because it wasn't dated before the "inauthenticity complaint."
Now that I had new copies of the book to compare to my used copies, I took photos (available). This was rejected for not being an invoice.
I've tried several times to talk with Seller Support, but they have not been able to find a way to remove the gating. One was able to resurrect the Performance Notification issue, but when I tried to address it, I was dropped back into "you need an invoice to reinstate this listing."
My final attempt was to get a letter signed by the thrift store manager that I had bought the specific book. Once again, it was deemed "not an invoice."
If there were any evidence that the book may have been inauthentic, I would eliminate it. However, being gated in almost all Book categories is crippling, and it appears the only way to open the gate is to make the listing active. To resolve this, I would be glad to send in the used book (and a new copy) to be compared.
Karen Black
1 reply
Atlas_Amazon
Hello @Seller_iLhU4W5wq1GCT
Thank you for the information that you have provided regarding the recent impact to your ability to sell in the book category. I know this can be increasingly frustrating when you are attempting to submit the sourcing documents that you have.
I then bought new copies of this book in order to get an invoice (available). This invoice was rejected because it wasn't dated before the "inauthenticity complaint."
From what you have shared, an authenticity complaint was received due to concerns over the book not being an original copy. Our team will be strict when it comes to these types of concerns on the platform as they must maintain safety and compliance with all local laws and regulations regarding the sale of counterfeit products. You mention having attempted to provide the original receipt as well as acquiring a new document from the supplier, but both of these documents have come back with a rejection.
Receipts will generally not be recommended for showing authenticity as they will be missing information that our team requires to validate the supply chain. While I understand that you attempted to get a document that does have this information, I cannot guarantee that this will be considered valid if the documents date is after the violation occurrence.
I would encourage you to provide what you are able to for the review, and I will continue monitor the thread for any other information that can be shared or used to guide you.
Best,
Atlas
