Selling inauthentic and counterfeit products is a serious offense on Amazon. An inauthentic product is one that was not purchased from a reputed distributor whereas counterfeit products are the fake products.
Many sellers get confused with the term inauthentic and counterfeit whenever there is a complaint against inauthentic products. According to Amazon’s seller policies, inauthentic items may not be counterfeit products. As per the policies, inauthentic items are not completely fake products but are the part of a gray market. In case your item is flagged as potentially inauthentic, it means that the product was purchased from an unauthorized source.
How can you deal with these two different types of complaints?
In simple words, inauthentic products are those purchased from unauthorized sellers and counterfeit products are the fake or duplicate products. You must purchase all your products from authorized manufacturers and vendors only, not from any other sources even if they claim to be the real brand name product.
If any customer questions on your products and raises any complaint, you will have to face suspension from Amazon. Then you need to produce evidence of purchase to the seller performance team to prove that all your products were purchased from an authorized dealer. Amazon never accepts any kind of receipts that fall short to make out the product. There should not be any liquidators and other vendors where it becomes tricky to recognize if your distributor obtained the products.
The most likely causes for getting inauthentic complaints could be as follows:
- Confusion between the terminologies:
In many cases, customers file a complaint because they don’t have a proper idea about the difference between the two terms. And it will create a difficult situation for you, even though you do not have any fault. No matter whether your products are authentic or not, but customers will make the complaints regardless. And in this case, your account will get suspended by Amazon. If you cannot understand why your customers complained against your products then to reinstate your account you will have to declare your purchase detail in your plan of action.
- Improper packaging:
Your products may be authentic, but the packaging may not be as per with the Amazon’s customer’s expectations. In many cases, customers marked the items as inauthentic items because they found differences between the product showed on Amazon and the same they received. In this case, they should file the complaint as not as advertised. But they generally mark it as inauthentic and then it becomes your responsibility to correct the packaging and prove the authenticity of your product.
- Product Description:
Inauthentic product complaint may be filed due to misunderstanding or similarity between the product description of your products and the same of some other brands. It makes the customers believe that you might be selling duplicate or fake products. Then again it becomes your duty to modify your product descriptions in a creative way to avoid the confusion between your products and the products of other brands. In any case, if there is a problem you need to produce proof of your authenticity.
A proof of authenticity makes it easy to get reinstated your account easily.