We are a bootstrapped business and we sent a FBA shipment to Amazon with 25 packets in August. The shipment is really important for our business. 2 months later and after so many mails exchanged with Amazon on this issue where we have provided every information that they have asked for, I received this message today-

"We raised your concern to our internal team and upon checking there are no more units found pending to be received in Fulfillment Centre shop floor. Please note units that were actually delivered to the fulfillment centre are received already. Therefore shipment ID is not eligible for reimbursement."

We used Amazon's shipping service and even the tracking shows picked up, number of items received shows 0 and Amazon says shipment ID is not eligible for reimbursement.

What does this mean? Why will Amazon not compensate for the shipment they have lost? Where do I appeal? Whom to contact? Is there a human who will not redirect calls? I am losing so much time and patience following up on this and waiting for vague replies. Please help if you know what can be done!