No Reimbursement for Shipment Discrepancy
Hello, hope everyone is doing great.
From my last most recent shipment, I have a discrepancy of 4 units that I have been going back and forth with Amazon trying to get reimbursed for. I understand 4 units really isn't a lot, however for our business every dollar counts and we should get reimbursed for inventory that was lost in Amazon's possession. They had initially scanned all 1,000 units that were sent in but the 4 were lost during Fulfillment Center transfers.
Amazon says they have resolved the case because I have not provided them with the necessary documentation. However, I have provided a Commercial Invoice showing proof of purchase as well as a Bill of Lading and the digital screenshot showing our delivery date, appointment ID and our Reference ID assigned to our shipment. This same appointment ID is shown on the Bill of Lading document.
I am beyond frustrated because if they won't reimburse me for as few as 4 units, I worry about them losing a larger quantity of inventory in the future that they would refuse to reimburse me for, even with all the necessary documentation. Up until now, I've never had an issue with reimbursements.
Seller Support has not been helpful in telling me why exactly the documentation I have provided is invalid. I'm hoping someone can give me insight and if I can have a moderator look into this for me, particularly regarding the digital screenshot showing our delivery date with our appointment ID and the Amazon reference ID showing that this shipment was delivered.
My shipment ID is FBA17P7XSWNV. Case ID is 15269393651. Thank you.
@TaylorR_Amazon @KJ_Amazon
No Reimbursement for Shipment Discrepancy
Hello, hope everyone is doing great.
From my last most recent shipment, I have a discrepancy of 4 units that I have been going back and forth with Amazon trying to get reimbursed for. I understand 4 units really isn't a lot, however for our business every dollar counts and we should get reimbursed for inventory that was lost in Amazon's possession. They had initially scanned all 1,000 units that were sent in but the 4 were lost during Fulfillment Center transfers.
Amazon says they have resolved the case because I have not provided them with the necessary documentation. However, I have provided a Commercial Invoice showing proof of purchase as well as a Bill of Lading and the digital screenshot showing our delivery date, appointment ID and our Reference ID assigned to our shipment. This same appointment ID is shown on the Bill of Lading document.
I am beyond frustrated because if they won't reimburse me for as few as 4 units, I worry about them losing a larger quantity of inventory in the future that they would refuse to reimburse me for, even with all the necessary documentation. Up until now, I've never had an issue with reimbursements.
Seller Support has not been helpful in telling me why exactly the documentation I have provided is invalid. I'm hoping someone can give me insight and if I can have a moderator look into this for me, particularly regarding the digital screenshot showing our delivery date with our appointment ID and the Amazon reference ID showing that this shipment was delivered.
My shipment ID is FBA17P7XSWNV. Case ID is 15269393651. Thank you.
@TaylorR_Amazon @KJ_Amazon
15 replies
Seller_Sram36TnVt73c
just keep the re-opening the same case and submitting the same info.
They will ignore you or outright lie for about 4 or 5 weeks, telling you they confirmed the error was yours. After that, if the case is still open, SOMEONE has to respond or THEIR metrics take a hit for an unresolved case.
Don't let cases stay closed for more than a day or two or they close permanently and then you have to start over. The squeaky wheel gets the oil.
You just have to learn to expect these shenanigans and not let them get to you. When they close a case, just re-open stating you need to keep the case open until you are reimbursed. Dont spend too much time on each response, because it is just a stupid game.
Seller_X0EpnXooluuab
@TaylorR_Amazon @KJ_Amazon @Jameson_Amazon @Bryce_Amazon @Dominic_Amazon or any other Mod that can help me, I am adding the POD screenshot downloaded from Amazon Carrier central that shows our delivery date, appointment ID, and our reference ID/PO # 7JYKY72U, which is highlighted.
I am also adding an email screenshot provided by our carrier, who contacted the Amazon truck carrier support, who confirmed that our shipment (PO # 7JYKY72U) was fully received and processed.
Seller_lK4JPyIbNIETh
Go to Selling Partner Appstore search for Getida they have specialized teams I've worked with (If your bussiness is large enough they offer this) which are super super knowledgeable and can and will do everything you need done in the FBA auditing space.
Seller_bN7OIRVMgi0sP
In the same boat. We used to get our reimbursments but now they are rejecting them. We also have packing inspection lists and confirmations of stock sent before shipment signed by warehouse staff and we are extremely fussy about getting the documentation from couriers etc because they lose so much of our stock.
Our latest stock loss was a lot of money but they are refusing all the documentation we can throw at them. I hope some day there are class actions that hold Amazon accountable for the damage they do to small businesses. For now we can only keep hassling their support but of course that costs us time and money too. If you find a resolution, please let me know.
Jameson_Amazon
Hi @Seller_X0EpnXooluuab,
Thank you for reaching out about this!
I have escalated case # 15269393651 internally for further review. Someone from that escalation team may reach out to you, so please keep an eye on your case log for any potential correspondences.
I will be sure to let you know once I hear any updates on my end.
In the meantime, please let me know if you have any additional questions!
I hope you have a great weekend,
Jameson
Seller_tzb0Adb4whsRu
Amazon fulfillment centers "lose" our units all the time and they want sellers to jump through hoops to prove the inventory belongs to sellers.
No one makes Amazon employees jump through hoops to prove they didn't steal anything from the warehouses they work at. Hmmm.......
Ironically, no matter what month we ship, how many we ship, where we ship to, it's always the same 1-2 different products that is always "short" so Amazon says.
It's usually an exact case of the product.
Best of luck to you!
Seller_TV8aVWiDI6q6U
The same happened to me. They seem to lose up to 50units for almost every shipment for the past year. I just keep the case open, re-attach the documents they requested for.
Seller_X0EpnXooluuab
Just want to provide an update for anyone reading this that the moderator escalated this case and I was finally reimbursed for the 4 units that went missing.
Thank you @Jameson_Amazon for your help in resolving this issue for me.
