First: DO NOT email jeff@amazon.com, DO NOT Do media or any of crazy stuff like that. I have to be honest with you OP. This is a case of you not understanding

First: DO NOT email jeff@amazon.com, DO NOT Do media or any of crazy stuff like that. I have to be honest with you OP. This is a case of you not understanding how the platform works, while Amazon is unclear in their policies. If you give them what they need, they will collaborate with you most of the time. Here's what I believe happened based on what you provided. Your product listing, you must have created using manufacturer's barcode. You can check your seller central Settings -> Fulfillment By Amazon http://prntscr.com/n6j53l http://prntscr.com/n6j53l If you had this at manufacturer barcode, or created the listing with manufacturer barcode. Then your products are commingled with the other sellers. From what I saw in the image, it looks like the other seller Adorama sent in a product that looked used to the buyer. Then buyer complained. Now you are on the hook since the products are commingled. If this is indeed the case you will need to write a Plan of action that addresses what Amazon is asking. Point them to your manufacturer's website (https://www.getfractals.com https://www.getfractals.com) Root cause - inventory commmingling Action Taken - removed all inventory to verify no issues Prevention - no more commingling Sourcing: I source directly from manufacturer, I am the brand owner and manufacturer. point to the your website, and LINK the verifiable information back to you (same address, same storefront name, same personal nam etc), this is to prove you are sourcing from legitimate source. Listing: You have double checked listing to make sure product matches Packaging & Shipping: address this if necessary Buyer communication: I've reached out to buyer, and found out this product is from a commingled seller. Also you will need to draft a invoice to yourself (your manufacturer identity to your own seller identity) in order to give the document amazon needs to pass this. If you draft the correct POA plan, Amazon will accept it. Also make sure you never use commingling if you create your own products!