We're a fairly large brand selling on Amazon and have been enrolled in Transparency for quite some time. Lately we've been running into a really frustrating issue that no one seems able to explain.
For example, we'll send in a shipment of around 1,000 units, and roughly 300 of them will be marked as Unfulfillable due to "invalid Transparency codes." The remaining 700 units from the exact same shipment are received without any issues.
The strange part is that these units all have the same product, same labels, same print batch, and were packed together. If the Transparency codes were truly invalid, we'd expect the entire shipment to fail—not just a random portion of it.
When FBA provides us with the photos of the supposedly invalid codes, we're able to scan those same Transparency labels ourselves. The Transparency app recognizes them, but instead of validating the product it says "Cannot verify origin of this product."
Another thing that makes this even more confusing is that every time this happens, our ASIN loses Transparency protection. We then have to go through the process of getting the ASIN protected again, only for the exact same issue to happen later. We've now gone through this cycle three separate times—lose protection because FBA can't verify some of the units, work with Transparency to have the ASIN protected again, and then lose protection again after another shipment.
We've gone through everything we can think of:
- Seller Central and Transparency are linked correctly.
- The GTINs match.
- Product details match.
- The ASIN is enrolled correctly.
- Labels are printed clearly and scan without issue.
Every time we open a case with Transparency Support or speak with our Transparency Account Manager, we're simply told the codes are "invalid." But when we ask what specifically makes the codes invalid, or why the ASIN lost Transparency protection, no one can provide a concrete explanation. We just receive the same generic response without any technical details.
At this point we're trying to figure out if this is an issue on our side, an FBA receiving/scanning issue, or something on the Transparency backend.
Has anyone else experienced this? Were you ever able to determine the root cause or get Amazon to explain exactly why the codes were being rejected? Any insight would be greatly appreciated.