Today we encountered a problem. A buyer purchased an FBM product from our store. We shipped the product to him through Amazon Logistics. Ultimately, the buyer didn't receive the product. He filed a claim and successfully got a refund. After that, we
Today we encountered a problem.
A buyer purchased an FBM product from our store.
We shipped the product to him through Amazon Logistics.
Ultimately, the buyer didn't receive the product. He filed a claim and successfully got a refund.
After that, we contacted Amazon customer service. Despite repeated communications, we failed to reach an agreement.
The Amazon customer service representative stated that FBM products are the seller's responsibility, and the packages we sent out through Amazon Logistics should also be our responsibility as sellers.
We find this to be incredibly absurd. This is a package delivered by Amazon Logistics, and Amazon Logistics charged us 7 euros for shipping.
Yet we are still expected to be responsible for the safe and correct delivery?
May I ask how we are supposed to ensure the correct delivery of the package?
This is absolutely ridiculous.
We hope that some Amazon staff can reply to this post.
Today we encountered a problem. A buyer purchased an FBM product from our store. We shipped the product to him through Amazon Logistics. Ultimately, the buyer didn't receive the product. He filed a claim and successfully got a refund. After that, we
Today we encountered a problem.
A buyer purchased an FBM product from our store.
We shipped the product to him through Amazon Logistics.
Ultimately, the buyer didn't receive the product. He filed a claim and successfully got a refund.
After that, we contacted Amazon customer service. Despite repeated communications, we failed to reach an agreement.
The Amazon customer service representative stated that FBM products are the seller's responsibility, and the packages we sent out through Amazon Logistics should also be our responsibility as sellers.
We find this to be incredibly absurd. This is a package delivered by Amazon Logistics, and Amazon Logistics charged us 7 euros for shipping.
Yet we are still expected to be responsible for the safe and correct delivery?
May I ask how we are supposed to ensure the correct delivery of the package?
This is absolutely ridiculous.
We hope that some Amazon staff can reply to this post.
21 replies
Seller_ae51e0CJoHqCX
My opinion is that you need to file a claim against Amazon logistics as you would do with any carrier whether this is a third party carrier or the Amazon carrier.
Maybe someone who has experince of Amazon logistics could explain how to make such a claim. Afterall it is not like you need the evidence. Amazon have already provided this and you should be able to recover the cost of the item and the postage.
Seller_zlW4tdrJum7R2
Thank you very much for your answer.
We have consulted with Amazon customer service staff. He said that even if this order is lost, it is my responsibility. This is the case even though it was delivered by Amazon Logistics. Please check the screenshot I uploaded.
He said that using Amazon Multi-Channel Fulfillment for an FBM (Fulfillment by Merchant) order was a mistake. Therefore, they will not provide compensation.
I'm so angry about this ridiculous act of shirking responsibility that I even want to swear.
Seller_HFVt2oFsT0nRo
If Amazon shipping was utilized, it is clearly Amazon's responsibility to ensure safe delivery, and no other party is accountable.
Seller_MT8rt0A2OpbCx
I would imagine you need to pursue and claim from Amazon Logistics, rather than Seller Support. No different to if DPD or Royal Mail had lost the order.
Seller_GUa1kNcsVGTVB
Once you refund the customer through amazon you can file a claim through amazon logistics, 99% of the time they refund you the amount you claimed.
Seller_zlW4tdrJum7R2
Hello everyone.
I just had a phone call with Amazon customer service. Unfortunately, I've confirmed again that this kind of situation is not compensable. It's clearly stated in the regulations.
The customer service implicitly indicated that for orders on the Amazon platform, Amazon hopes we only use the FBA service. Therefore, FBM issues such as package loss and customers being unable to contact the courier occur frequently. These problems don't exist with FBA.
If an item is lost for an order from channels like eBay, Amazon Logistics will compensate.
This is quite a unfair and one - sided clause, but it's indeed a clear regulation of Amazon.
They just want us to use the FBA service... ......
Seller_7mVxE8D2yOFvP
Exactly the same has happened to me. £100 refund to the customer yet they are refusing to reimburse me. I have made a forum post and tagged the mod's in but I have had no replies.
I have been on the Amazon shipping website and tried to contact them also. As soon as you enter the tracking ID (which is required) it says ''please contact sender for help with this package''. So it is impossible to actually speak with them. Yet another Amazon con.
My solution is to stop FBA entirely. So many issues that simply were not there when I started 14 years ago. Every single case where Amazon is at fault and a reimbursement is due seems to be met with point blank refusal.
If you find a solution please let me know.
