Since I just launched a course on how to resolve inauthentic complaints with Amazon, here’s a recent example from our own experience.
We received this complaint:
After our trusty VA assembled the proof of authenticity for me, I worked on a Root Cause so we could tell Amazon what we were going to do about this problem.
Amazon provided the customer comment in this case so we had a solid clue, but the comment isn’t the Root Cause. Why did they think it looked fake?
Digging into the listing itself showed me that customers expressed confusion and dissatisfaction in the product reviews and the customer questions area. Was the shirt 100% cotton or cotton/polyester blend?
Clicking through to a handful of variations and reading the bullet points quickly confirmed that the listing included shirts with varying fabric content. This is a problem. When people don’t get what they expect, they immediately begin to look for indications that an item is fake.
Once I had the problem, it wasn’t hard to formulate a solution.
Immediate action: pull back our existing inventory to make sure it matches the fabric content shown for the specific child variation.
Ongoing action: If appropriate, correct the fabric content as shown in the listing to ensure it matches the content of the garment associated with the asins/upc that received the complaint.
This was the gist of our response, and it was accepted. We quickly received the “Thank you for your attempt to comply…” email. I followed up requesting confirmation that the they were responding to asin XXX, was the issue resolved, and could we continue selling the asin? Received confirmation of this with the asin in the email.
Want more details on the whole process? Get my inauthentic course. The first section is free to preview, so let me know what you think!