An authenticity complaint answered in 4 days

A buyer's authenticity complaint put a $3,453 food listing at risk of removal. Four days later Amazon wrote that the seller could keep selling it, and a second listing on the same store got the same answer.

Amazon USProduct authenticity complaintsNovember to December 2024

sales at risk, Amazon's figure: $3,453
complaint to Amazon's letter: 4 days
authenticity complaints, Account Health: 1 → 0

Shilpi DudaniFounder, AVA INC. · 3 October 2026

At a glanceFrom a buyer's authenticity complaint to Amazon's approval to keep selling.Summary slide, no screenshot
A buyer complaint put a $3,453 listing at riskA shopper questioned whether a boxed marzipan stollen was authentic. The listing stayed live, at risk of removal.Amazon notice, 15 Nov 2024, and Product Policy Compliance, 16 Nov 2024. Store name and ASIN hidden
Amazon's answer, four days after the complaintThe letter of 19 Nov 2024, and the same complaint count on Account Health before and after.Amazon letter and Seller Central, Account Health, Amazon US. Store name and ASIN hidden
A second food listing, same store, 3 Dec 2024A gingerbread assortment reported as inauthentic. Amazon's review went the seller's way.Amazon complaint table (undated) and letter, 3 Dec 2024. Store name and ASIN hidden

The problem

On 15 November 2024 a buyer questioned whether a boxed marzipan stollen they ordered from an Amazon US store was authentic. The listing stayed live but at risk of removal, with $3,453 in sales at risk, and Amazon asked for copies of invoices or receipts from the supplier issued in the last 365 days.

What we did

We sent Amazon the supplier invoices it asked for, through the appeal on the listing. For a second listing on the same store, we appealed with the supplier's invoice and photos of the product and its packaging.

The result

On 19 November 2024, four days after the complaint, Amazon wrote: "We reviewed the information you provided and decided that you may continue to offer these items on Amazon." The authenticity count on Account Health went from 1 to 0. On 3 December a gingerbread assortment reported as inauthentic got the same answer.