Unfair Listing Deactivation Due to Invoice Request for Product Acquired Over 2 Years Ago (Jabra Elite 7 Pro – ASIN B09D1HMBQ3)
Hello HAQM Seller Support & Community,
I'm reaching out for help regarding an issue that I believe is both unfair and unreasonable. I hope someone from HAQM’s internal team who monitors this forum can help escalate it to the appropriate department for review.
Background: I’ve been a third-party seller on HAQM for years with a strong track record of compliance and customer service. In this case, I listed the Jabra Elite 7 Pro Earbuds (ASIN B09D1HMBQ3) over two years ago, sourcing the product from a reputable supplier at the time. I created the listing then and have not restocked or acquired this product since.
Recent Incident (Order #: 114-8318906-0919403):
One of my buyers initially returned what turned out to be a counterfeit item (confirmed by Jabra via serial number check). After some communication, the buyer eventually returned the original earbuds and charging case, and I promptly issued a refund minus a 10% restocking fee. The buyer did not request their counterfeit item to be returned, nor did they contest the refund.
However, I was later notified by HAQM that some customers had filed complaints about the product being counterfeit. As a result, I was asked to provide an invoice dated within the last 365 days — which is not possible because I haven’t sourced this item in over two years.
My Concerns:
- It is not reasonable to expect an invoice within 365 days for a product that was listed and acquired more than two years ago and never restocked.
- I sold more than 10 units of this product and received no counterfeit complaints from any other buyers — this appears to be an isolated case.
- My listing was deactivated, and I’m now unable to sell the two remaining authentic units, even though I’ve acted in good faith and responded appropriately.
- I'm worried this could harm my account health despite being a compliant and responsible seller.
What I’m Requesting:
- A fair review of this ASIN deactivation based on the timeline of when the product was sourced.
- Reinstatement of my listing so I can sell the remaining authentic inventory.
- Flexibility in documentation requirements for older listings, where a recent invoice isn’t possible.
I sincerely hope someone from the HAQM team can look into this and escalate it to a team that can properly assess the situation.
Unfair Listing Deactivation Due to Invoice Request for Product Acquired Over 2 Years Ago (Jabra Elite 7 Pro – ASIN B09D1HMBQ3)
Hello HAQM Seller Support & Community,
I'm reaching out for help regarding an issue that I believe is both unfair and unreasonable. I hope someone from HAQM’s internal team who monitors this forum can help escalate it to the appropriate department for review.
Background: I’ve been a third-party seller on HAQM for years with a strong track record of compliance and customer service. In this case, I listed the Jabra Elite 7 Pro Earbuds (ASIN B09D1HMBQ3) over two years ago, sourcing the product from a reputable supplier at the time. I created the listing then and have not restocked or acquired this product since.
Recent Incident (Order #: 114-8318906-0919403):
One of my buyers initially returned what turned out to be a counterfeit item (confirmed by Jabra via serial number check). After some communication, the buyer eventually returned the original earbuds and charging case, and I promptly issued a refund minus a 10% restocking fee. The buyer did not request their counterfeit item to be returned, nor did they contest the refund.
However, I was later notified by HAQM that some customers had filed complaints about the product being counterfeit. As a result, I was asked to provide an invoice dated within the last 365 days — which is not possible because I haven’t sourced this item in over two years.
My Concerns:
- It is not reasonable to expect an invoice within 365 days for a product that was listed and acquired more than two years ago and never restocked.
- I sold more than 10 units of this product and received no counterfeit complaints from any other buyers — this appears to be an isolated case.
- My listing was deactivated, and I’m now unable to sell the two remaining authentic units, even though I’ve acted in good faith and responded appropriately.
- I'm worried this could harm my account health despite being a compliant and responsible seller.
What I’m Requesting:
- A fair review of this ASIN deactivation based on the timeline of when the product was sourced.
- Reinstatement of my listing so I can sell the remaining authentic inventory.
- Flexibility in documentation requirements for older listings, where a recent invoice isn’t possible.
I sincerely hope someone from the HAQM team can look into this and escalate it to a team that can properly assess the situation.
2 replies
Emet_HAQM
Hello @Seller_R5d4VU9vCR4FA,
Thank you for posting your concerns with your listing deactivation.
Background: I’ve been a third-party seller on HAQM for years with a strong track record of compliance and customer service. In this case, I listed the Jabra Elite 7 Pro Earbuds (ASIN B09D1HMBQ3) over two years ago, sourcing the product from a reputable supplier at the time. I created the listing then and have not restocked or acquired this product since.
Recent Incident (Order #: 114-8318906-0919403):
One of my buyers initially returned what turned out to be a counterfeit item (confirmed by Jabra via serial number check). After some communication, the buyer eventually returned the original earbuds and charging case, and I promptly issued a refund minus a 10% restocking fee. The buyer did not request their counterfeit item to be returned, nor did they contest the refund.
However, I was later notified by HAQM that some customers had filed complaints about the product being counterfeit. As a result, I was asked to provide an invoice dated within the last 365 days — which is not possible because I haven’t sourced this item in over two years.
I really appreciate the amount of detail and information you've shared on the situation. As you advised, your buyer received an inauthentic product which was confirmed through the serial numbers and with the brand itself. Regardless of the situation and how it occurred, this is a very serious situation. You did advise sourcing them from a reputable supplier a few years ago, where exactly did you purchase these? Prior to sourcing them, did you have confirmation from Jabra that this was an authorized distributor? Did Jabra provide any information on how this could have happened if your supplier was authorized?
Speaking more to the documents themselves now. Although you had not sourced these products in two years, per our invoice requirements we do ask that all sourcing documentation falls within the last 365 days of any received violation, and should cover any sales volume within that time. If these documents do not meet this minimum expectation, they may not be acceptable. As there are some rare situations were they may still be accepted, I wanted to better clarify your documentation issues. When this product was sourced, were they done in-store or online? Do you have receipts, or did you receive an actual invoice? Do your documents include all required pieces of information such as business information for both you and the supplier? If these were shipped, can you show proof of delivery since these were from so long ago.
While I am inquiring further on your situation, I do want to provide another piece of advice and recommendation. As these are "VERY" strict invoice requirements that have almost no room for adjustment or exceptions, I would advise reviewing any remaining inventory and compare it against your sourcing documentation. All sourcing requirement help pages reference the requirement that documentation within the last 365 days be maintained, if they do not meet this requirement, you may run into issues addressing listing or potentially account related issues.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.