Amazon fulfillment center has lost my inventory
I recently sent a shipment with a retail value of approximately $500 CAD. The shipment arrived at the Amazon Fulfillment Warehouse and now they are saying that the shipment is lost. All of the inventory is gone. They have asked me to provide invoices but this isn’t possible because I thrifted all of the books and bought them at different times. It’s ridiculous that they would ask for that after they lost my books but not make it a requirement for sending them in the first place. I keep getting the same copy and paste answers from Seller Support telling me that they can’t proceed with the investigation until they receive the invoice. Is there a way to escalate this issue to someone who can actually help? I’ve made it very clear that I can’t provide them an invoice. How do people usually escalate in this situation? I’m a new seller. Thank you.
Amazon fulfillment center has lost my inventory
I recently sent a shipment with a retail value of approximately $500 CAD. The shipment arrived at the Amazon Fulfillment Warehouse and now they are saying that the shipment is lost. All of the inventory is gone. They have asked me to provide invoices but this isn’t possible because I thrifted all of the books and bought them at different times. It’s ridiculous that they would ask for that after they lost my books but not make it a requirement for sending them in the first place. I keep getting the same copy and paste answers from Seller Support telling me that they can’t proceed with the investigation until they receive the invoice. Is there a way to escalate this issue to someone who can actually help? I’ve made it very clear that I can’t provide them an invoice. How do people usually escalate in this situation? I’m a new seller. Thank you.
2 replies
Sunnie_Amazon
Hello, @Seller_34A3pwQTKsPhE,
I'm sorry to hear about this situation. My name is Sunnie, from Amazon, and I'm happy to assist.
The reason why you are being asked to provide this documentation for your products is for us to be able to calculate the amount owed to you, based on the actual products' cost. As mentioned in the Support case, It can be the original invoice showing the purchase of the products, and in cases when you are the manufacturer, it can be a copy of the signed packing slip
These are the minimum requirements that must be met:
Invoice:
- The date when the purchase was made (must be prior to the shipment date)
- The quantity of items purchased (must be at least equal to the amount of shipped units)
- Full name and address of invoice issuer
- Full name and address of purchaser
Packing slip:
- Packing list date
- Shipment or purchase order ID
- Product names of the missing items
- Quantity shipped
- Manufacturer signature or stamp
Please be aware that these documents must be provided in a non-editable format, such as PDF, JPEG or ttyl. If any type of proforma invoice is provided, then it will not be valid to request a reimbursement transaction approval to our credit financial department.
Once we receive this information, we will be able to continue working on your case. You may find this noted in our Amazon Services Business Solutions Agreement, under "Fulfillment Services", in the section F-4 Storage:
(...) If there is a loss of or damage to any Units while they are being stored, we will, compensate you in accordance with the FBA Guidelines, and you will, at our request, provide us a valid tax invoice for the compensation paid to you.
Once the investigations team receives the documentation, they will be able to continue with the process.
Regards,
Sunnie
Seller_VnwICARmIz18F
This is very frustrating. I have the same issue with lost inventory. I actually have the invoices meeting all requirements and they keep closing my case indicating "you haven't provided the required documents". Its very frustrating. They are like "yeah, you sent an empty box, we counted and confirmed it was empty" . . . . so air weighs 40 pounds according to Fedex too?
