Handle Product Authenticity Complaints

Properly respond to Amazon “Product Authenticity” complaints, gather the right documentation, and reinstate any listings that were deactivated — while maintaining strong compliance and customer trust.

Prerequisites

• Access to Amazon Seller Central → Performance → Account Health.
• Access to Product invoices and supplier documents.
• Knowledge of the product’s supply chain and manufacturer details.
• Optional: Compliance & Case Tracker Sheet for documentation.

Procedure

1. Identify the Complaint
2. Review the Notification
3. Gather Required Documentation
4. Draft Your Appeal Response
5. Submit the Appeal
6. Track and Follow Up

Members only

Get the full step-by-step procedure

• 6 numbered steps with exact Seller Central paths
• Fixes for the most common snags
• 2 copy-paste message templates
• When to escalate, and to whom
• How to confirm it worked
• Best practices to prevent repeats

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Related SOPs

• Respond to Policy Violations
• Handle Listing Takedowns or Claim Issues
• File an Appeal for Listing Reinstatement
• IP Complaint Prevention SOP
• Product Suspension Prevention SOP