How Amazon Verifies Invoices in Inauthentic Suspension Cases
When you have invoices to support a Amazon seller account, they are genuine, from an actual source, however there is still a chance that Amazon may still not lift the ban on your account.
In many situations, Amazon has taken the time to look over your invoices, but simply did not see those invoices as needed.
Having your invoice on hand will not necessarily qualify as your invoice; once you recognize this distinction, you can fix the issue and move toward reinstatement.
What Amazon Really Means by โInauthenticโ
This is where most sellers get confused.
When Amazon claims that a seller has an “inauthentic” violation, it doesn’t mean they’re selling fake items. Instead, they’re saying they can’t verify where the product came from (called the supply chain).
When you have an inauthentic violation, it’s a documentation issue, not a product issue. Earlier this year, we assisted a personal care seller whose ASIN was suspended due to inauthentic complaints; they had third-party distributor invoices demonstrating that they were legitimately distributing products, but they didn’t include the entire supply chain.
Once we documented the entire supply chain and included that information in our appeal, the listing was reinstated with one submission.
In order for Amazon to reinstate your account, they need to be able to see a clear trail of your product from your location back to the original manufacturer. If there are any breaks in that trail, you cannot be reinstated.
The Invoice Checklist You Need to Follow
With all of the thousands of inauthentic suspension cases that we have handled over the years, we see many of the same basic requirements.
For Amazon to accept your invoice, the invoice must include the following:
- Supplier’s name
- Supplier’s physical address
- Supplier’s telephone number
- Supplier’s website
- Your business name as it is written on your seller account
- Purchase date must be within the last 365 days
- Clear product descriptions
- UPC codes or item numbers for your products
- Quantities of your products must match your listings
- Variations in size, color or otherwise should be listed as separate line items
There are many things that can cause invoices to be rejected. The most common reasons for this are:
- Invoices that are handwritten
- Invoices that are older than one year
- Invoices that do not have supplier contact information
- Invoices that do not have UPC codes or item numbers for the products
- Invoices that are not actual purchase-based documents but instead internal documents
Why Highlighted or Marked Invoices Get Rejected
We are often seeing invoices rejected from Amazon because the seller has highlighted the item in a way that is being flagged by Amazon’s systems as electronically altered. The solution is quite simple.
When you submit an appeal that contains a two copy set as follows:
- You submit the clean, unaltered invoice showing just as it was originally received from the Supplier and
- You submit a copy of that invoice showing the corresponding items that they correspond to the suspended ASIN’s.
In doing so, Amazon has a verifiable original and a reference copy to work with.
When Good Invoices Alone Don’t Cut It
In some cases, even though you are able to provide Amazon with an invoice showing good product, it does not get accepted by Amazon’s notice dispute team.
One such recent case was in relation to fragrance products, where there were repeated inauthentic complaints against those products, despite us providing good invoices to Amazon. After the first level of appeal was denied, we escalated the matter with a pre-arbitration letter showing the products were sourced from an official retail store and had supporting documentation showing the chain of custody. This was successful in resolving the issue.
In situations when invoices are insufficient, additional forms of evidence may include:
- Screenshots of the supplierโs website verifying their authorized distribution
- Authorization letters issued by brands
- Correspondence from suppliers conยญfirming authenticity
- Photos of actual inventory and the packaging they came in
- Documentation demonstrating how products are authenticated.
The objective is to make it as easy as possible to approve your request for a decision.
Real Examples of Account Reinstatement
There are many great examples of sellers who regained their accounts (primarily after being suspended) due to the actions taken by their appeal(s) including the examples below.
Example One: Seller received multiple inauthentic (inauthentic) complaints, as well as an intellectual property complaint. Their invoices originated from eBay, which Amazon usually does not accept. We used these sellers’ documents to build a solid suspension appeal that was well organized. They were eventually reinstated.
Example Two: Seller submitted invoices and brand authorization letters, but the account was still suspended. After obtaining their consent, we proceeded to escalate the case to Amazonโs legal department with a detailed legal letter, which resulted in reinstatement.
Example Three: An ASIN was suspended due to multiple inauthentic (inauthentic) complaints. In this situation, the appeal included complete supply chain documentation and invoices showing the product came directly from the manufacturer. This appeal reinstated the listing on its first attempt.
Example Four: We have seen instances where an inauthentic (inauthentic) complaint was made due to an image being updated, creating a false impression that the item was inauthentic rather than due to a product’s authenticity. Including information demonstrating that the complaint was due to an image change, along with supply chain documentation and product photos, allowed restoration of the listing upon appeal.
When the Issue Is Not Really the Invoice
In some instances, the invoice may not be the real issue or even part of the problem at all.
For example, if customers are complaining about package changes, those complaints typically relate to the product itself, and it does not matter whether or not that product is authentic. Likewise, if customers are complaining about version mismatch, those complaints are usually due to listing errors, not authenticity. When customers complain that the expiration date is incorrect, it is possible that invoices may be required to resolve those complaints.
While invoices usually form part of the solution, the key to resolving suspensions is determining the underlying trigger.
Conclusion Regarding Inauthentic Suspensions
Your products could be authentic, and your invoices could be authentic. However, Amazon requires proof of those products’ authenticity in a specific manner.
This includes:
- Providing complete invoice copies
- Verifying that they came from a documented supply chain
- Providing the link between the invoices and any suspended ASINs
- Structuring your Plans of Action properly
- Adding accuracy to your first attempt to appeal
If you receive multiple denials, it is very difficult to reinstate your product(s). If your appeal(s) become stagnant, you can resort to either escalating or arbitrating. However, if you provide proper documentation in the appropriate manner, most sellers can successfully appeal inauthentic suspensions.
Most Commonly Asked Questions
What does “inauthentic” mean to Amazon?
The primary definition of “inauthentic” relates to the fact that Amazon cannot verify that your supply chain is valid. Citing the product as unbranded does not mean it is counterfeit.
What causes Amazon not to accept invoices from an Authorized Distributor?
Incomplete invoices, inaccurate business names, old invoices, lack of UPCs, or not knowing who the manufacturer is.
Do Retail Receipts Count?
Typically No due to the fact that Amazon prefers wholesale documentation however there could be times when you will need to show your retail receipt as evidence.
What if I highlighted My Invoice and Amazon Rejected It?
Provide Amazon with an unaltered version of your invoice as well as the highlighted invoice. Please submit both invoices separately!
Is there a waiting period after being Denied?
There is not a waiting period after being denied, however, if you resubmit appeals of the same invoice without resolving discrepancies your likelihood of success diminishes.
What do I do if I don’t have invoices?
Though it is more challenging it can still be possible with a properly constructed Plan of Action and other supporting documentation.
What If Reinstatement Is Not An Option?
You may still be able to recover funds that Amazon has withheld or inventory through arbitration.
About the Author
CJ Rosenbaum, Amazon Sellers Lawyer‘s founding partner, started practicing law in 1995 and has concentrated solely on Amazon seller-related legal matters since 2016.
He has written six books related to Amazon Seller Law, as well as contributed to The Wall Street Journal, Forbes, Bloomberg, and FOX Business. He provides training workshops at the Prosper Show; Global Resources Summit; and Retail National.
BrandProtectionAmazon.com also has hundreds of brand representation, therefore, giving insight on both sides (i.e. seller side & brand enforcement side) of any dispute with regard to Amazon sellers.