It happened AGAIN. Amazon continues pattern of "unreceiving" high-value FBA units
I have noticed a recurring issue of individual high-value units ($1000+) being removed from our Inventory after they have been Received. The inventory is marked as Received but within 1-2 weeks it is “unreceived” (marked as minus-1 in Received). In each instance, I have opened a case, but my success rate for Amazon finding the unit (or reimbursing me) has only been around 50 percent at best.
To call specific attention to this pattern, I have opened multiple cases (one for each incident) and requested that they be investigated and the ongoing issue addressed directly by the Leadership Team and/or the ILAC Team. But in each case, I have instead received the boiler plate response from Seller Support, asking me to submit an invoice proving ownership of the unit in question, which I then did. As usual, I simply received the common response that they investigated and re-confirmed that what they said was received was correct. (And if that's going to be the flat responses in most of these cases, why do require me to provide an invoice anyway? This is a wasteful misdirection, as my demonstrated ownership of a unit has no relevance to the excuse they ultimately offer.)
This is merely one of a dozen or so similar unresolved incidents over the past 12 months. In each instance, I have re-confirmed the weight of the package as well as our physical inventory, including serial numbers.
Insistent on having the issue (not just the incident) addressed, I repeatedly requested an appeal and escalation for each case. But I received only a different template response, again from Seller Support (not Leadership nor ILAC). The cases were then summarily closed and I was told no additional appeals would be considered.
While this individual incident is obviously of concern given the value of the unit, I am far more concerned about Amazon's established pattern of "unreceiving" inventory, and find it concerning that my demonstration of this ongoing phenomenon has not been directly addressed by Leadership.
Does anyone have a similar experience for which a resolution was achieved?
Can anyone offer assistance or advice?
Most recent Shipment with this issue: FBA17MQPL4VF
Case ID: 15925709921
It happened AGAIN. Amazon continues pattern of "unreceiving" high-value FBA units
I have noticed a recurring issue of individual high-value units ($1000+) being removed from our Inventory after they have been Received. The inventory is marked as Received but within 1-2 weeks it is “unreceived” (marked as minus-1 in Received). In each instance, I have opened a case, but my success rate for Amazon finding the unit (or reimbursing me) has only been around 50 percent at best.
To call specific attention to this pattern, I have opened multiple cases (one for each incident) and requested that they be investigated and the ongoing issue addressed directly by the Leadership Team and/or the ILAC Team. But in each case, I have instead received the boiler plate response from Seller Support, asking me to submit an invoice proving ownership of the unit in question, which I then did. As usual, I simply received the common response that they investigated and re-confirmed that what they said was received was correct. (And if that's going to be the flat responses in most of these cases, why do require me to provide an invoice anyway? This is a wasteful misdirection, as my demonstrated ownership of a unit has no relevance to the excuse they ultimately offer.)
This is merely one of a dozen or so similar unresolved incidents over the past 12 months. In each instance, I have re-confirmed the weight of the package as well as our physical inventory, including serial numbers.
Insistent on having the issue (not just the incident) addressed, I repeatedly requested an appeal and escalation for each case. But I received only a different template response, again from Seller Support (not Leadership nor ILAC). The cases were then summarily closed and I was told no additional appeals would be considered.
While this individual incident is obviously of concern given the value of the unit, I am far more concerned about Amazon's established pattern of "unreceiving" inventory, and find it concerning that my demonstration of this ongoing phenomenon has not been directly addressed by Leadership.
Does anyone have a similar experience for which a resolution was achieved?
Can anyone offer assistance or advice?
Most recent Shipment with this issue: FBA17MQPL4VF
Case ID: 15925709921
3 replies
Seller_aGWRXQ8iY9HLf
Seeking assistance from moderators
@KJ_Amazon
@Dominic_Amazon
@Bryce_Amazon
Bryce_Amazon
Hey there @Seller_aGWRXQ8iY9HLf, happy to work with you again on this and apologies for the frustration it has caused.
Can anyone offer assistance or advice?
Most recent Shipment with this issue: FBA17MQPL4VF
Case ID: 15925709921
Similar to the process we used before, I am going to reach out to our internal team who can escalate this issue. I am also going to request that they look into why this continues to happen, as there may be some steps that can be taken to help mitigate this in the future. As before, they will reach out to you via a new case number as soon as they are able. In the meantime, I will continue to monitor their progress but please reply back to me here with any new information you receive. Thanks for your patience throughout all of this.
- Bryce
Bryce_Amazon
Good afternoon @Seller_aGWRXQ8iY9HLf,
Great news! I've heard back from our escalation team, who have let me know they have reached out to you via a new case (16488140311). Please check you case log and reply back to them directly. Thank you.
- Bryce
