Amazon says we shipped an empty 6-pound box to FBA.
We sent a shipment to FBA, containing one single item.
UPS shows it was 6 lbs, and shows that it was delivered.
FBA closed the shipment with a descrepancy, saying they did not receive that item. So they're saying they received an empty box.
I opened a case with seller support, provided an invoice, and they just give me the usual canned response:
"When we receive shipments with quantity discrepancies, we automatically initiate a review on your behalf for the items. As part of this review, we perform a second, physical count to reconfirm the quantity of the items received. Items are marked "Investigation Completed–shipment contents counted and confirmed" when we have completed the review.
We have completed an additional check in response to your request. We have no record of receiving the following expected items: "
Can any of the Amazon people who monitor the forums help me with this?
Seller Support case ID: 15000658531
Amazon says we shipped an empty 6-pound box to FBA.
We sent a shipment to FBA, containing one single item.
UPS shows it was 6 lbs, and shows that it was delivered.
FBA closed the shipment with a descrepancy, saying they did not receive that item. So they're saying they received an empty box.
I opened a case with seller support, provided an invoice, and they just give me the usual canned response:
"When we receive shipments with quantity discrepancies, we automatically initiate a review on your behalf for the items. As part of this review, we perform a second, physical count to reconfirm the quantity of the items received. Items are marked "Investigation Completed–shipment contents counted and confirmed" when we have completed the review.
We have completed an additional check in response to your request. We have no record of receiving the following expected items: "
Can any of the Amazon people who monitor the forums help me with this?
Seller Support case ID: 15000658531
0 replies
Dominic_Amazon
Hi @Seller_Zym541qWHAMbZ,
Dominic from Amazon here, want to provide some insight. Right now I can see the team is actively working on this case. If it is not resolved by end of week please reply in this thread and tag me.
Best,
Dominic
Seller_vWhgseZxKF7Jj
My box was lost last November. They are still 'actively working' on it postponing reconciliation 4 times already. I call it a BS.
Look through forums. There are a lot of 'lost' inventory out there, never to be found. It's not an accident.
Seller_aUbEyzlSSnsDJ
Amazon is practicing what they preach. Lie and say you did not get the package delivered. Now you not only get to delight the customer, but you get to delight amazon at your expense for item not delivered.
The back door is getting bigger with all of seller's stuff just disappearing.
Seller_LlUiLE7aY45QL
Amazon ROUTINELY loses 44 lb boxes worth around $500 each. They are usually quick to provide payment when I supply the signed packing slip stating what was in the box along with a copy of the shipping label. The shipping label can be had on Amazon (if you ship using their service) and I usually just print a new packing slip with the indicated contents, the tracking number, and what address it was shipped to. It's a pain in the tail.... but they usually provide a refund.
Amazon is really bad about losing entire cases of product.
Seller_9Uf78DYSZ2lcW
@Seller_LlUiLE7aY45QL provides some good points.
When you open a case with Seller support it is a good Idea to provide all the information. (Open the case and then immediately respond to it with additional information and files like the delivery confirmation, contents, weight, shipping label and FBA label.)
Never try to reason or get emotional.
Never expect them to go look something up in your account. Even if you just provided all the documentation in your previous reply. If they ask for it again as if you didn't supply it or they just didn't look. Simply supply it all again and calmly mention that it was all attached to the earlier reply but here it is again.
Seller_Ha6JyVvDK6Ybs
You need to show proof of life and invoices in a format Amazon accepts before they do anything then they magically find missing units next day.
Seller_zMIsdYn0t314h
Yuuuup They've gotten me with the ol empty box trick before, provided plenty of evidence, i fought for a long time but eventually i just gave up.
Seller_NxPuqak8YNJEF
keep reopening the ticket. if it doesn't allow you to reopen the same ticket, open a new ticket. make sure you have a correct commercial invoice and packing slip.
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Keep in mind, you can only reopen or comment on a ticket until the 5th day of it being closed, so do not let it remain "closed" or "transferred" longer than that without you saying something else, even if it is just for you to say "I am still waiting"
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In the Alibabazon system, "transferred" = "closed" as far as you are concerned.
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I would recommend on the 3rd or 4th day of it being "closed" or "transferred" to reply "I am still waiting" and keep doing this each and every single time it is marked "closed" or "transferred" - and just be patient and keep reopening the ticket until you are not able, and then open the next ticket referring to the previous ticket(s). EVENTUALLY, you will reach someone who is actually doing their job and will fix it or explain what more they need that you haven't given them, or explain in what way your documents aren't good enough.
Seller_tz74iYhHLULoK
We use Amazon's partnered carrier service with UPS to send our stock from our warehouse to FC's. The UPS tracking numbers all show that all individual cartons pass through the UPS system and arrive at Amazon warehouses. The individual tracking numbers show stock is being signed for by Amazon.
Despite this, we are getting instances of inaccurate item quantities in our shipments that pertain to full missing cartons that tracking numbers show have arrived. No other SKU's show on our stranded inventory, so what exactly is happening to these cartons that are signed for by Amazon, if the stock that they say is not in them, are not in them?
Why does this affect our delivery performance metrics and why do disputes get rejected constantly? Where are the cartons that are being signed for by Amazon? Do we now need to be placing airtags in each carton in this day and age to attach to our dispute?
It's a broken system to penalise SP's through inventory performance metrics when UPS partnered carrier tracking numbers show that stock has arrived.
