72 hours suspension notice of my account for one counterfiet claim
am writing to urgently address an issue with my account, which has been flagged due to the sale of Oral-B replacement heads. Recently, the brand owner of Oral-B submitted a document to Amazon claiming that the product I am selling is counterfeit. As a result, my account health page dropped dramatically from 600 units to 0 in a single day.
I understand that Amazon is now requesting either a letter from the brand owner authorizing me to sell the Oral-B replacement heads or a retraction of their claims. Unfortunately, both options are impossible to obtain, and I believe Amazon is aware that these requests are unfeasible. Despite this, I have been given a 72-hour window to resolve the matter, or my account will be suspended.
To clarify, I purchased these replacement heads from a supplier in Florida that specializes in overstock items. Out of the 800 products I sell, this is the only claim I have received. Additionally, I have been selling the same item through Walmart Seller Central without any complaints or issues. This raises concerns about the legitimacy of the claim, especially given that no similar issues have arisen on other platforms.
I am seeking advice or a solution that will allow me to prevent the suspension of my account, as the options provided by Amazon are not feasible. Any assistance in resolving this matter quickly would be greatly appreciated.
72 hours suspension notice of my account for one counterfiet claim
am writing to urgently address an issue with my account, which has been flagged due to the sale of Oral-B replacement heads. Recently, the brand owner of Oral-B submitted a document to Amazon claiming that the product I am selling is counterfeit. As a result, my account health page dropped dramatically from 600 units to 0 in a single day.
I understand that Amazon is now requesting either a letter from the brand owner authorizing me to sell the Oral-B replacement heads or a retraction of their claims. Unfortunately, both options are impossible to obtain, and I believe Amazon is aware that these requests are unfeasible. Despite this, I have been given a 72-hour window to resolve the matter, or my account will be suspended.
To clarify, I purchased these replacement heads from a supplier in Florida that specializes in overstock items. Out of the 800 products I sell, this is the only claim I have received. Additionally, I have been selling the same item through Walmart Seller Central without any complaints or issues. This raises concerns about the legitimacy of the claim, especially given that no similar issues have arisen on other platforms.
I am seeking advice or a solution that will allow me to prevent the suspension of my account, as the options provided by Amazon are not feasible. Any assistance in resolving this matter quickly would be greatly appreciated.
2件の返信
Seller_Sram36TnVt73c
Many brands on this platform are gated from hobby sellers. Oral-B is one of them.
Atlas_Amazon
Hello @Seller_kmNi9618ofmQn
Thank you for the information provided regarding the recent issues with the counterfeit concerns on your ASIN. I know this type of concern can be complex so I do want to provide support to you to get you more insight. From the information you have provided, our team has received a complaint from the rights owner of the Oral-B product, and now are requesting documentation or a retraction.
This type of issue will be the result of not having authorization for the products you are listing on the platform. What type of process do you have in place for ensuring that you have all the necessary documentation? If you are unable to provide this information, and the rights owner is unwilling to retract the complaint, we will not be able to guarantee a resolution for your concern.
However, I do want to encourage you to continue to share any new or updated details you might receive so we can better understand what next steps may be available.
Best,
Atlas
