FBA shipment sent back without explanation and seller support is confused
Hello, this is in reference to case ID 15800155461.
I created a shipment through the Send to Amazon workflow, which instructed me to split it into two boxes to send to different warehouses. One of the warehouses I've been shipping to for years, but for some unexplained reason, UPS sent it back. There is no explanation in the tracking or on Amazon for why it was sent back. It's unclear if amazon sent it back or UPS. Meanwhile, i was charged for inbound processing AND shipping fees.
I opened up a case with Amazon, but seller support keeps asking me for internal codes that I don't have access to. I respond with all the shipment information I have, but then days later, they ignore what I write and ask again for internal codes.
They also write "Hello FC," which I don't know what that means. Do they think they're speaking with the Fulfillment Center? If so, something is wrong because I'm the one receiving their messages and "FC" is definitely not me.
Can someone help me with this? Note that despite the open tracking, the package has already been returned to my house and is back in my possession -- not still with UPS or amazon.
The major questions are:
1. How do I get refunded for the inbound and shipping fees?
2. Why was the package returned? UPS seems to have said they couldn't figure out the address, but it makes no sense because it is a warehouse I've shipped to dozens of times.
3. How can I resend the package given that the label was already used so that the inbound inventory is correct, and how can I be confident it won't get sent back again?
Thank you!
FBA shipment sent back without explanation and seller support is confused
Hello, this is in reference to case ID 15800155461.
I created a shipment through the Send to Amazon workflow, which instructed me to split it into two boxes to send to different warehouses. One of the warehouses I've been shipping to for years, but for some unexplained reason, UPS sent it back. There is no explanation in the tracking or on Amazon for why it was sent back. It's unclear if amazon sent it back or UPS. Meanwhile, i was charged for inbound processing AND shipping fees.
I opened up a case with Amazon, but seller support keeps asking me for internal codes that I don't have access to. I respond with all the shipment information I have, but then days later, they ignore what I write and ask again for internal codes.
They also write "Hello FC," which I don't know what that means. Do they think they're speaking with the Fulfillment Center? If so, something is wrong because I'm the one receiving their messages and "FC" is definitely not me.
Can someone help me with this? Note that despite the open tracking, the package has already been returned to my house and is back in my possession -- not still with UPS or amazon.
The major questions are:
1. How do I get refunded for the inbound and shipping fees?
2. Why was the package returned? UPS seems to have said they couldn't figure out the address, but it makes no sense because it is a warehouse I've shipped to dozens of times.
3. How can I resend the package given that the label was already used so that the inbound inventory is correct, and how can I be confident it won't get sent back again?
Thank you!
0 replies
Seller_kkb2yyHQfervo
@Dominic_AmazonI saw you on another post regarding shipments. Can you please help me with this? I keep getting requests from Relay Operations asking me for "load details" and "ISA numbers" that I do not have access to, as far as I know. I've provided them with my shipment ID and UPS tracking number, which is all I can see in seller central. I have no idea what they're asking for, and I think they must believe they're talking to a fulflilment center rather than a seller.
Seller_kkb2yyHQfervo
@Cooper_Amazon is this also something you’re able to look into? Messages from the ROC appear like they’re just not understanding the problem I submitted
Bryce_Amazon
Greetings,
Thanks for taking the time to post! I took a look at the case ID you provided, and can see that it was initially being worked by the LTL support team (hence the confusing terminology you were getting). It's currently with the correct team, and waiting to be worked. I recommend giving some time to the team to investigate, but reply back to me here if the close is Resolved without the issue being fixed. Thanks again!
- Bryce
