Amazon inauthentic complaints and invoices: what Amazon expects

Inauthentic, counterfeit and "used sold as new": what's the difference?

The term used in the notice tells you what Amazon expects you to prove. Three types are often confused:

What kind of invoice does Amazon expect?

Amazon's official help page on invoice requirements sits inside Seller Central and cannot be read without signing in, so check it from your account before you appeal. According to Amazon staff on the Seller Forums, an invoice should:

• Be issued within the last 365 days.
• Show quantities that cover your sales volume.
• Include product identifiers such as name, model and barcode; according to another staff reply, these should match the ASIN exactly.
• Include the supplier's contact details: name, address and website.
• Show every detail other than pricing; prices may be redacted.
• Be an authentic PDF or image, not an editable file.
• Show a completed, fulfilled order, not a quote or a pro forma.
• Come from a supplier with a verifiable online presence.

Why do invoices get rejected?

The rejection reason Amazon staff mention most often on the forums is that the total quantity on the invoices does not cover your sales over the last 365 days. The example below shows how that gap appears.

• The invoice is more than 365 days old.
• The product description, model or barcode does not match the ASIN in the complaint.
• The supplier cannot be verified: the address, website or contact details are missing or inconsistent.
• The document is a quote, a pro forma or an order confirmation rather than a completed purchase.
• The file was sent in an editable format, such as a word processor or spreadsheet file.
• Details other than pricing are blacked out, or the document appears to have been altered.

Which documents do you need if you are not the brand owner?

If you sell another brand's products, Amazon staff on the Seller Forums say an appeal may also call for a Letter of Authorization (LOA) or a license agreement from the brand owner, alongside invoices. If you own the brand, your trademark registration plays that role.

We could not find a public, official list of format requirements for an LOA. Follow what the notice asks for and the current instructions in Seller Central. An LOA can only come from the brand owner or a distributor it has authorized; a letter written by the seller, or one a supplier was asked to produce, is not an authorization.

Why is altering a document the biggest risk?

Changing the date, quantity, product name or buyer details on an invoice, creating an invoice that does not exist, or asking a supplier for a document that does not reflect the real transaction will not save the case. It turns it into a far more serious problem. Amazon says it uses technology to detect forged documents during seller verification.

Section 3 of the Business Solutions Agreement (BSA) allows Amazon to suspend or terminate an account immediately for deceptive or fraudulent activity. Under Section 2, Amazon may withhold payments if the account has been used for fraudulent activity.

If your documents do not meet Amazon's expectations, the right approach is to describe the situation as it is. If you have other records of the real purchase, such as payment records or correspondence with the supplier, submit them where the notice allows. If you do not, stop selling that product and change your source.

How do you find the root cause of a condition complaint?

For a "used sold as new" notice, an invoice alone is not the answer. Amazon wants you to explain why the item reached the customer in that condition. Check these points in your own process:

• Are returned items going back on sale as "new" without inspection?
• Is packaging damaged in storage or in transit, and is protective packaging adequate?
• Does the condition selected on the listing match the actual condition?
• Do supplier shipments include opened boxes or boxes with missing parts?
• Is there a recurring complaint in customer messages or return reasons?

How can you prevent complaints in the first place?

• Get a complete invoice at the time of purchase: the supplier's full legal name and address, product description, model or barcode, quantity and date.
• Do not settle for a pro forma; ask for the final invoice after delivery and keep the original file.
• Verify suppliers in advance: business registration, address and a findable online presence.
• Reconcile units sold against invoiced stock regularly, and document new purchases before a gap opens.
• If you sell another brand's products, buy through its authorized distribution chain and obtain the authorization before you start selling.
• Add an inspection step for "new" condition to your returns and warehouse processes.