For Amazon Inauthenticity / Used Item Concerns


Hi,

this page was created to provide proof of ownership of the brand and authenticity.

As proof we have attached the exact email in it's entirety from the case below:

---

Hi,

 

We are contacting you to resolve an inactive listing for Evergreen Art Supply scissors, ASIN: B071YVPHZ5. Here you can see the original notification stating “Used Item Sold as New” being the cause of the listing going inactive. https://sellercentral.amazon.com/performance/notifications/d3ee8619-9898-467b-8114-ebc1608f77e1

 

Our previous emails have thoroughly addressed the concern of “Used Item Sold as New”, which as you can see in the link to the original notification above. Amazon emails responses also stated the condition as being the cause as can be seen below.

 

We have now had our most recent response switch the cause, and state that it is a concern of inauthenticity (screenshot below).

 

Since we have thoroughly provided evidence, and a plan moving forward to guarantee ZERO units will be sold as used, from here on out this email will be serving the purpose of providing proof that we indeed only sell authentic items, and in addition, are both sole the owner of the Evergreen Art Supply brand and it’s ONLY distributor.

----

 

AMAZON ACCOUNT AND SELLER NAME

 

Our company’s legal name is “Brickhouse Products LLC”, (as registered through Amazon as well)

Our trademarked brand name is Evergreen Art Supply, which is what is used as our Amazon Seller Name.

 

 

TRADEMARK OWNERSHIP

You can see the Evergreen Art Supply trademark held by Brickhouse Products on the government’s trademark site here:

As well as here:

 

If you choose, you can also view the Trademark ownership live on the government website for yourself at anytime, just go to the website here: https://www.uspto.gov/trademarks-application-process/search-trademark-database

 

then select "Search our Trademark Database (TESS)"

 

then select "basic word mark"

 

and search "Evergreen Art Supply"

 

BRAND REGISTRY

We also have Evergreen Art Supply registered through Amazon’s Brand Registry 2.0 program (see image below), which of course requires verification of ownership up to Amazon’s standards to have been approved.




ORIGINAL CREATOR OF ONLY LISTING FOR PRODUCT

Another piece of evidence is the fact that you can check on Amazon’s internal records that we are the original creator of the sole listing for this product. Not only are we the creator of the listing, you can also see that without us selling, there are no other new sellers of this product, as we are the only distributor.

 

OWNERSHIP OF EVERGREEN ART SUPPLY BRAND WEBSITE

Also to prove authenticity and ownership we have setup a page specifically for the purposes of settling this case, on the Evergreen Art Supply website itself. We will have a copy of this exact email posted here: https://www.evergreenartsupply.com/AmazonReinstatement



CREATOR OF PACKAGING

Being the brand owners, we are also the ONLY ones that have access to the packaging files, as we were the ones to have created the packaging (see files attached).

 

Here is even an image with a unit we have on hand, with the product as well as the front, back and inside of the packaging. (and with this email being written on the screen in the background)

 

 

FINAL WORDS AND ULTIMATE PROOF OF INVENTORY AUTHENTICITY

I would hope that everything given above is more than enough to prove authenticity. Attached to this email are also the requested purchasing invoices. Ultimately, we have honestly been trying to put forth great effort to provide as much info as we can and more, if you are still requesting additional proof, all concerns can immediately be settled through one single piece of evidence, testing our actual inventory. We have over 2000 units in FBA that we have been paying to store (including through the very expensive holiday season) while not being able to sell them while attempting to get this resolved. If you need undeniable evidence we PLEASE encourage you to pull any single unit, or as many as you’d like from our inventory at random, and have it delivered directly to you, or the responsible team and we guarantee it will be determined as authentic. If having it physically mailed is out of reach, then using the same reasoning, you can have a warehouse employee pull a unit(s) at random and inspect, or send pictures, which will again, provide empirical evidence of us selling nothing but new, authentic items.

 

Thank you very much, I hope this makes everything clear and allows it to finally be resolved! However, if there is further information needed, please let us know and we are glad to help and can provide anything needed.

 

Sincerely,

Evergreen Art Supply :)



-----------

 

*EVERYTHING BELOW THIS LINE IS FROM PREVIOUS EMAILS ADDRESSING THE “USED ITEM SOLD AS NEW” CONCERN IF NEEDED.

 

----

 

*original email included as well as attachments for reference*

 

-- Greater detail on the root cause(s) that led to the complaints about the condition of your items.

We got a notification from Amazon with a single line “Used Item Sold as New”. Aside from this we check and resolve all of our customer inquiries in less than 24 hours and have no further complaints about any new items being sold as new.

None of our other products have ever had an issue either.

-- Greater detail on the actions you have taken to resolve the complaints about the condition of your items.

We continue to be VERY quick to respond to customer inquiries, and never exceed a 24 hour response time. We also go above and beyond Amazon’s policy and 30 day return window and have an unlimited return policy. No time limits and no reason limits. We give full refunds and/or replacements, and don’t even require the customer to return the product.

 

-- Greater detail on the steps you have taken to prevent future complaints about the condition of your items.

We have completely removed used products as an offering. We have also COMPLETELY removed even checking over returns in hopes of saving the still brand new items. We now have FBA dispose of 100% of returns to eliminate even the slimmest chance of a used product slipping through the cracks and being sold as new.

 

--Sourcing: Are you sourcing the product from a trusted supplier?

YES. We are the one and only manufacture of this product, we have been reliably providing this product to Amazon customers for years, and maintained a 5 star rating from day one. We are also brand registered through Amazon’s Brand Registry 2.0 program.

--Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?

YES. No complaints about description being inaccurate, far from it, not only is the fact that scissors are a fairly straight forward and easy to understand product, but because of our products OUTSTANDING quality, we have an overwhelmingly positive satisfaction rating of 4.9 which is very rare to achieve, even Amazon’s own Echo has a 4.4 rating. This 4.9 star rating has been maintained for years!

--Packaging: Is the product in its original packaging as listed on Amazon?

YES. Products are brand new, and as far as the packaging we have paid extra for premium quality, and branded packaging that is meant to serve as a permanent storage location for the product.

-- Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately?

YES. All orders are packed and inspected prior to shipment to Amazon warehouses, and the delivery to customers is 100% fulfilled by Amazon.

 

---------------------------------------------

 

*PREVIOUS EMAIL*

 

This reinstatement is in response to

 

Performance Notification:

https://sellercentral.amazon.com/performance/notifications/d3ee8619-9898-467b-8114-ebc1608f77e1

 

Also discussed with Seller Support on Case ID: 5476764491

 

---------

 

A description of the issues that caused the complaints.

We were made aware of a complaint of used products being sold as new.

 

An explanation of the steps you have taken to resolve the issues and ensure that similar complaints won’t happen again.

We used to have a 3rd party company receive returns, inspect them and were supposed to only ship back in ones that were unopened and in brand new condition. Although a mistake appears to have been a very rare (if not one-off) incident, to be as cautious as possible we now  simply discard ALL returns to be safe.

 

Any additional details you would like us to know

We would just like to note that this product has a astounding level of customer satisfaction, with an extremely high review rating of 4.9 which is nearly unheard of.

 

-------

 

ADDITIONAL REQUESTED INFORMATION

 

Copies of invoices or receipts from your supplier issued in the last 365 days. These should reflect your sales volume during that time.

 

Attached

 

Contact information for your supplier, including name, phone number, address, and website.

 

HuiZhou WLH Scissors

Ada

+86-15521064604

1ST AND 2ND FLOOR, ROSE COMMERCIAL CENTER, JIAHE STREET, BAIYUN DISTRICT,

GUANGZHOU CITY ,GUANGDONG PROVINCE,CHINA

https://www.eworldtrade.com/c/lidahangscissors/

 

-----

 

Thank you very much for helping to get this product reinstated :)

 

You can call my personal number at (206) 650-1942 if you need anything at all!

 

Thanks again,

 

Frankie