Shipment Discrepancy: 0 out of 46 Units Received - Seeking Advice
Hello fellow sellers,
I hope you're all doing well. I wanted to share a recent issue I've encountered and was hoping to gather insights from anyone who might've faced a similar situation.
Shipment & Delivery Confirmation:
Sent a shipment to one of Amazon's warehouses.
Used a reputable carrier and tracking confirmed successful delivery.
Amazon's Receipt & Warehouse Details:
Logs from Seller Central indicated that the shipment was checked into the warehouse and its status updated to 'Received'.
Missing Units Dilemma:
The main concern: of the 46 units I shipped, not a single one has been accounted for on Amazon's end.
To add to the complexity, for each SKU in the "Shipment Summary" tab, the status displays: "Investigation completed – shipment contents counted and confirmed", which effectively prevents me from raising a case directly from that tab.
All our internal records and labels were in order, and both our carrier's tracking info and Amazon's logs validate the shipment's successful delivery and receipt. It's disconcerting and quite stressful that none of the units are reflecting in our inventory.
Has anyone else faced this kind of discrepancy, especially with the "Investigation completed" status? How did you address it? I've tried liaising with Seller Support, but to no avail. Any advice or insights would be greatly appreciated.
Thank you in advance for your time and help.
Shipment Discrepancy: 0 out of 46 Units Received - Seeking Advice
Hello fellow sellers,
I hope you're all doing well. I wanted to share a recent issue I've encountered and was hoping to gather insights from anyone who might've faced a similar situation.
Shipment & Delivery Confirmation:
Sent a shipment to one of Amazon's warehouses.
Used a reputable carrier and tracking confirmed successful delivery.
Amazon's Receipt & Warehouse Details:
Logs from Seller Central indicated that the shipment was checked into the warehouse and its status updated to 'Received'.
Missing Units Dilemma:
The main concern: of the 46 units I shipped, not a single one has been accounted for on Amazon's end.
To add to the complexity, for each SKU in the "Shipment Summary" tab, the status displays: "Investigation completed – shipment contents counted and confirmed", which effectively prevents me from raising a case directly from that tab.
All our internal records and labels were in order, and both our carrier's tracking info and Amazon's logs validate the shipment's successful delivery and receipt. It's disconcerting and quite stressful that none of the units are reflecting in our inventory.
Has anyone else faced this kind of discrepancy, especially with the "Investigation completed" status? How did you address it? I've tried liaising with Seller Support, but to no avail. Any advice or insights would be greatly appreciated.
Thank you in advance for your time and help.
3 replies
Seller_zWpliaCE34XT0
we have had this issue and only had success when raising the issue with management. Opening cases with Customer Service is becoming a fruitless exercise these days, it seems rare to get a positive result.
Maja_Amazon
Hello @Seller_yBkMs8nKouflG!
Can you please confirm that you have submitted a reconciliation request for you FBA shipment?
If you have - would you please share the shipment/case details with me?
To learn more about reconciliation process please visit: Submit a reconciliation request for an FBA shipment.
Thanks in advance!
Maja
Seller_NG6FUt69hGwUn
I've just had this exact issue these past 2 weeks.
I sent a shipment of 4 parcels to amazon from my house on the 17th August.
As per Amazon policy, I had to wait 3 weeks from the send date to be able to raise a query against the shipment, meaning I can't question what is going on with my items until the 7th of September.
on the 6th of september an 'investigation' took place into what was a missing parcel from my shipment, and the investigation concluded "The FC team have recounted and confirmed only 3 parcels were recieved. Please check with your team as to whether the 4th parcel was sent and/or actually exists."
Because this investigation took place before the 7th, I cannot raise a query into the shipment as seller support has told me to do, as to be able to raise a query I have to be able to choose what to do with the shipment in the 'Status' column on shipments. Because the investigation has already taken place, the option to choose how to resolve the issue isn't available to me.
I have been to and thro regarding this missing parcel for a couple of weeks but have raised this higher to Amazon's Ombudsman as I am not getting anywhere with seller support. I have proof of ownership, Proof of delivery to 2 different amazon warehouses for all 4 parcels via Amazon partnered carrier UPS, I have video evidence of me handing over all 4 parcels to my UPS carrier outside my house all with correct postage, and all I am requesting is either a reimbursement for the monetary value of the items or for them to actually find my parcel.
I have decided in the meantime to sell my items elsewhere, as currently after a few discrepancies over the last couple of months I cannot trust Amazon to handle my parcels with care. After most of my FBA stock is sold I will be removing my Amazon seller account as there is just no support for sellers anymore (what little we had is now gone).
