COMPLAINT Overcharge of FBA Fees - Customer service unhelpful
Don’t know where to start. We realised that despite a down trendin sales, our fees were increasing for FBA. A look into it found that a lot of our products are being marked as parcels when they fall into Amazons small envelope/regular envelope size. I contacted Amazon Seller Support and they said they ran Cubiscan and their dimensions are correct. So I forwarded them photographic evidence of a few of the items showing them the exact dimensions. I keep getting the same reply “Your updated dimensions are as follows”, and then a list of 3 of the items (orignal list was over 20 items) with THEIR dimensions on there. The replies all seem to be coming from the same rep at Amazon. Finally after a week of back and forth with the same information being given to me, I asked for information on contacting their manager or making a formal complaint. Ive received neither, instead the same copy and paste from the last 15 replies.
To add insult to injury, despite the fact that this is an Amazon error, we can only claim back fees for the sales over 90 days - which all these back and forths are eating in to.
Does anyone have a legitimate email address for making a complaint? This is costing us money.
Also, I would advice ALL sellers to check the dimensions and fees being taken on products. We weren’t always being charged the wrong fees, it seems this has occured over the last couple of years… slowly, which is why it wasn’t noticed until it started imapcting items that are less that 1cm in height (under 100g) but we’re being charged £2.05 per item (in the best case senarios).
So, so annoyed and seem to be getting nowhere.
Sorry for ranting. Frustrated at the service being received. Again.
40 replies
Seller_EJIX7rqDNQJi2
You can always e-mail one of the executive departments, such as managingdirector@amazon.co.uk or jeff@amazon.com, however keep in mind that they will only respond back to genuinely serious issues and not something which can be handled by a different team.
The fees which you are being charged also depend on the way how Amazon packages the items, so it is possible they are placing them into larger boxes to prevent damage during transit.
Seller_xXyZP9SNZrFBm
If they always use cubiscan; why do we have to enter dimensions when we send items for the first time to FBA fulfilment centres?
I have a suspicion from the last time I was at an Amazon warehouse that cubiscan is only used for Amazon’s own items, as the device was nowhere near the Seller goods receiving bays.
Seller_JUvUl0YY1Facv
Had the same issue when I started on FBA. I sell clothing that is thin and should be large letter - Amazon like to send them in boxes sometimes. Idiots!
Seller_NZ1aaFZ35ePDI
Hi,
I have discovered the same thing with products which have been sold 2-3 years, but now their dimensions have been “changed”. We managed to get some reimbursements also, but as the ratio (orders vs accepted reimbursements) were too low and as we have ±25K orders per month we got warning letter. Ratio is too slow and our cases will be resolved secondary.
Does anyone has experience and knows some software which will compare FBA estimations with real charged fees? We have all EU marketplaces and its very time consuming to excel those things out.
Seller_doGlODBPCqLJ0
Ive been waiting 8 months for amazon to pay me back for over charged fees, dont think it will ever come in if im honest!
Seller_yr4TlcuTjThYJ
Just a little food for thought… don’t forget other sellers on the same listing may be sending the item in different packaging. We have had a few items over the years that we put in bags etc to make sure the item falls within a set of dimensions, but then another seller comes along and starts listing the same product who doesn’t bother. His item gets scanned and the dimensions are updated for the ASIN. There is nothing you can do in this scenario.
Also, Amazon FBA charges are based in the ITEM dimensions, not the size of whatever packaging they decide to use, so it’s the item getting scanned. I did a visit to a FC a few weeks back and I believe the scan machine was part of the process - all items go along the conveyor belt and get scanned in miliseconds.
I highly recommend anyone selling on Amazon to go visit a FC (it’s free to the public, you just book in) - it was pretty amazing and really answered a bunch of questions on why they can’t just grab the item off the shelf to fix things etc.
Seller_LQdbIT3WV5PV5
I had the same issue and was owed approx £3k. I kept writing to them and re-opening the case. At one point I received an email stating they had told me “thrice” that they could not do anything about it. But I persevered and just kept going. They eventually agreed the size but then stated they could only refund 3 months of fees. I did threaten legal action as the mistake was clearly made by Amazon. It took a few months but I eventually got the money back.
My advice to you would be to keep going with it - clearly state that Amazon have made a mistake and that their 90 day policy is unfair. If it went to court, I honestly do not think the 90 days policy would be applied; amazon have made a mistake and should refund the monies owed.
Hope this helps!
Seller_l6cNiLDj6DWB6
It does. It gives me hope that this will (eventually) be resolved. It’s a shame you had to go through so much to get what was rightfully yours, though.
Seller_l6cNiLDj6DWB6
Received a call from a manager at the customer service centre. Didn’t get anywhere as she basically just said the dimensions have been updated but then proceeded to give me the old dimensions which are nothing like ours. Sigh. she is going to request another scan and call me back on Monday.
FYI: I did ask about the point at which they weigh and measure for those who suggested maybe it’s done after they package items. That’s not the case. They’re measured as units when they’re received by Amazon.
We shall see what occurs on Monday! (Tuesday I guess as it’s a holiday here in the UK on Monday.
Seller_l6cNiLDj6DWB6
Quick update - not moved forward but did receive a reply from the managingdirector address. They’ve been given our initial list of ASINS affected (this was last week) but not heard back since. Hopefully they’re off trying to figure out the issue.
