We sell a generic product, a truly generic product, not we just didn't have a UPC or we wanted to create a new listing to ourselves. No, we specifically have it manufactured for us but we don't have our brand name it, it has no brand, so we listed it as "generic". We do have a registered brand name on HAQM and we do have products manufactured with our name on them but this one wasn't so instead of lying like seemingly so many other sellers do just to put their name on the listing we listed it correctly as "generic".

Well we picked up a negative feedback today, the customer is calling our product a "fake" and then goes on to list a bunch of attributes about it which are different from other products. We know what happened, we're not the only ones who sell a product like this or have it manufactured for them so they are comparing ours to one they purchased somewhere else and they are different.

We thought okay no problem this is entirely a product review so let's get it removed, it's not even possible for a truly generic product to be a fake and the customer is speaking entirely about the product. Of course HAQM is refusing to remove it, I realize that isn't something new but here is the kicker.....HAQM is refusing to remove it because we didn't list it under our brand! Support fully acknowledges that it's a product review but because the customer is calling it a "fake" and our brand isn't on it then that means we can't dispute it! I honestly couldn't believe I was being told that, it doesn't even make sense how is a wholly generic product which we have manufactured possibly a fake?

So pretty much what happened here is because we followed policy and didn't do what everyone else does and falsely list the item under our brand name we are being penalized for it.

Just really frustrated with this....